Privacy Policy

Requests are submitted on this website and then reviewed by a NovaMeds advisor. Prescription, payment and fulfilment steps follow only after that review.

We collect only the information needed to review and fulfil your request, communicate with you and operate the website.

The information we hold comes from three sources:

• what you enter when you submit a request;
• what you tell us when you contact us by Telegram or email;
• technical information recorded automatically when you use the website.

When you submit a request we collect:

• your name, email address and phone number;
• your delivery address and, if different, your billing address;
• the products, strengths and quantities requested;
• the delivery method you choose;
• your prescription status: whether you already have a valid prescription or need help accessing a telemedicine assessment;
• whether a telemedicine assessment fee applies.

You do not need to create an account: requests are submitted as a guest. The request form does not collect order notes, documents or medical history.

Each request receives a reference (for example NM-0123). We keep a record of the request, its progress (such as awaiting contact, prescription review, awaiting payment, paid, shipped and completed), the final total confirmed by your advisor and the notes our team adds while handling it.

The request form asks only for your prescription status, not for medical details, and the website does not collect diagnoses, medical history or prescription documents. If your advisor asks for a copy of an existing prescription, it is used only to confirm that the requirements for your request are met.

Different parties have different roles:

• NovaMeds reviews your request and coordinates the next steps; it does not carry out medical assessments;
• an authorised telemedicine service may arrange an assessment if you ask for help accessing one;
• a qualified healthcare professional carries out the assessment and decides, independently, whether a prescription is clinically appropriate;
• the pharmaceutical distribution partner supplies prescription medicines only where the requirements are met.

Information you give directly to a telemedicine service is handled under that provider’s own privacy notice.

After you submit a request you receive a confirmation email and are invited to continue on Telegram. The Telegram link prepares a message containing only your request reference; you decide whether to send it.

Messages you exchange with us on Telegram are also processed by Telegram under its own terms and privacy policy. Emails you send to our support address are kept with your request so that we can follow up. Our team receives an email notification for each new request, containing its details.

When you submit a request, the IP address and browser type (user agent) used are recorded with it.

The website also records how the visit that led to a request started (order attribution): for example whether you arrived directly or from another website or campaign, the first page viewed, the number of pages viewed, the device type and the time the visit started. This information is stored with the request. See the Cookie Policy for the cookies involved.

The web server also keeps technical logs of the pages requested, such as the IP address, time and browser type, to operate and secure the website.

We use personal information to:

• review your request and the requirements that apply to it in the United Kingdom;
• communicate with you about your request by email and Telegram;
• coordinate prescription and telemedicine steps where needed;
• confirm the final total and arrange payment;
• arrange fulfilment and delivery;
• provide support and handle cancellations, returns and complaints;
• understand how visitors arrive at the website (order attribution);
• keep the website working and secure;
• meet the legal, accounting and regulatory obligations that apply to us.

We share personal information only where it is needed for your request:

• with the pharmaceutical distribution partner that fulfils orders;
• with an authorised telemedicine service, where you ask for help accessing an assessment;
• with the delivery carrier for the method you choose;
• with providers of the services we use to run the website and communicate with you, such as hosting, email and Telegram;
• with authorities where we are legally required to do so.

The website does not use advertising or cross-site tracking tools.

Where your request is fulfilled, our pharmaceutical distribution partner receives the information needed to supply and dispatch it: the products requested, your name, delivery address and contact details, and your prescription status where relevant. The partner is located in Albania, outside the United Kingdom.

Where you ask for help accessing a telemedicine assessment, your advisor may share with an authorised telemedicine service the contact details and request information needed to arrange it. The assessment, any prescription and the medical records they create are the responsibility of that provider and of the prescribing healthcare professional.

The carrier for the delivery method you choose (UPS Express or Registered Mail) receives your name, delivery address and the contact details needed to deliver the parcel and provide tracking.

No payment is taken on this website, and the website does not collect card or bank details. After review, your advisor explains the payment methods currently available for your order and gives you the payment instructions.

When you pay, the provider you choose processes the payment under its own terms. We keep the information needed to match and confirm your payment, such as the amount, date, method and reference.

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected and for applicable legal, regulatory, accounting or dispute-resolution requirements.

The basket session on this website expires after 48 hours.

We use reasonable technical and organisational measures to protect personal information, including limiting access to request records to authorised staff. No method of transmission or storage can be guaranteed to be completely secure.

Under UK data protection law (the UK GDPR and the Data Protection Act 2018) you have rights over your personal information, including the right to access it, to have it corrected or erased, to restrict or object to its use and to receive it in a portable format. Some of these rights apply only in certain circumstances.

To exercise a right, contact us using the details at the end of this policy. You also have the right to complain to the Information Commissioner’s Office (ICO), the UK data protection regulator, at ico.org.uk.

The website uses a small number of cookies and similar technologies, described in our Cookie Policy.

We will update this policy when the website or our processes change. The date at the top of the page shows the current version.

For any question about this policy or your personal information, contact NovaMeds support by email or on Telegram.