Terms of service

Last Updated: 25th of July 2025

These Terms of Use and Conditions of Sale (“Terms and Conditions”) are important so please read them carefully. They apply when you use our website www.trywave.co.uk (“Website”) and/or obtain any Services (defined below) from the Website.

By continuing to use the Website, creating an Account with us and/or obtain any Services from the Website, you are confirming that you accept these Terms and Conditions and agree to comply with them. If you do not accept these Terms and Conditions, you must not use our Website or obtain any Services from our Website.

We may change these Terms and Conditions from time to time so you should check back regularly to see if anything has changed. The changes will become effective from the next time that you access the Website.

Who we are:

We are Wave Care Ltd, incorporated and registered in England and Wales under company number 16130018 (“Wave”, “we”, “our”, or “us”). Our registered office is at 20 Wenlock Road, London, N1 7GU, United Kingdom.

Through our Website, we provide a platform to enable users to seek the following (“Services”):

  • Access to online clinician consultations for certain medical conditions (“Consultations”);

  • Recommendation of prescriptions for medical treatment based on the information you provide to us (“Prescription Products”, “Medicinal Products” or “Products”).

A description of how you can order Services, how we provide the Services, what to do if there is a problem, and other important information relating to the Services is set out further below under Service Terms. The Service Terms apply whenever you use the Website to seek Services.

If you have any questions about anything in these Terms and Conditions or if you have technical issues or wish to make a complaint, then please contact us at hello@trywave.co.uk

Website Terms:

We endeavour to keep the content of this site up-to-date, but don’t guarantee that it is. The content on this site (including these terms) may be removed, changed or updated without notice.

All content on our site belongs to Us or is reproduced with permission from other copyright owners. All rights are reserved. Nothing on our site may otherwise be copied, modified, or re-used elsewhere without our prior written permission.

We may restrict your access to our site and any of our services, or take any other action we deem appropriate, for any abuse of these terms or our site.

All information on our site is provided as is and with no assurances that the site or the server that hosts it are free from viruses or other forms of harmful computer code.

Nothing on our site should be considered to be or relied upon as medical advice.

We are not liable for any losses resulting from the use of the site. Liability for personal injury or death caused by negligence or for fraud is not excluded or limited.

Links to other sites are provided in good faith. We are not responsible for the materials contained in any linked sites.

Our privacy notice explains how we handle any personal data you provide to us.

Service Terms:

These terms apply to your use of our Services, and apply from when you create an account with us and request consultation services from us. Please read these Terms carefully.

We will provide you with the Services to the best of our ability and in accordance with all applicable laws and regulations.  Our Services are only available to those residing in the United Kingdom and we do not ship products internationally.

You confirm that all information you provide to us is accurate, up-to-date, and complete to the best of your knowledge.

This includes:

  • Your medical history and any answers to questions we may ask you before and during any consultation. If you do not understand any question we ask you, please check with us to avoid providing an incorrect answer. You acknowledge that providing us with any incorrect information may negatively impact your health.

  • You consent for the purposes of applicable data protection legislation to us storing and using your medical information in accordance with our Privacy Policy. You must notify us immediately if any information you have provided to us changes. We do not assume any liability for issues arising as a result of incorrect, out-of-date, or incomplete information provided by you.

  • You confirm that you are not aware of any reason why we cannot provide the Services to you.

  • Prescription Products may only be purchased if you are 18 or older.

  • You confirm that you will only hold one account with us and agree that we may suspend any duplicate accounts that you may hold.

You must keep your access details to your account secure and confidential. You are responsible for any use of your account by anyone else.

We may suspend access or terminate your account at any time and for any reason, including non-payment, breach of these Terms, or for abuse of the Services.

Once you have created an account, our products will be available to purchase, either directly or after a questionnaire. We may recommend certain Medicinal Products for you to use, for these we will ask you to answer a series of questions about your medical history and intentions for using our Services. We may ask you to provide photographs and/or attend an online consultation with one of our team.

We may recommend certain Medicinal Products for you to use, and we may issue a prescription in relation to any recommended Medicinal Products.

Prescriptions are issued by Pharmacist Independent Prescribers who are registered with the General Pharmaceutical Council. 

Our prescribers are:

Holly Ann Wood, GPhC Number: 2061509

You acknowledge that certain Medicinal Products that may be prescribed are unlicensed medicines.

You acknowledge that a consultation may not necessarily result in a recommendation for any particular Product, or any Product at all. We reserve the right to change your goals for your use of our Services during or following a consultation if we deem it necessary in order to safely recommend and prescribe a given Product.

You acknowledge that we may not be able to provide you with advice or recommendations, depending upon your location and the nature of any medical conditions that you present with. We will notify you promptly if that is the case, and will refund you for payments already made by you in relation to that consultation.

We may contact you from time to time to verify that the information we have on file about you is up-to-date, accurate, and complete. You must respond to any such request within the time period specified. We reserve the right to suspend your account and any deliveries of Products if you fail to respond to such requests.

You must only use the our Services and any Products for your own personal use, and not on behalf of anybody else, including friends, partners, or family members. You acknowledge that the recommendations we provide may be tailored to your specific circumstances and may negatively impact the health of anyone else.

You must not use our Services for any unlawful purpose. We will not be liable for any costs, damages or losses arising from any use by you of our Services or any Products in breach of applicable laws and these Terms.

Identity and age verification. To provide our Services and fulfil your order, we may need to verify your identity and age. This may include asking you to provide a copy of a government-issued photographic identification document and to complete an electronic identity verification check through a trusted third-party provider, which may involve a biometric facial match. We may decline to provide, or may suspend, the Services and any deliveries of Products where we are unable to verify your identity or age to our reasonable satisfaction. Any identity data is processed in accordance with our Privacy Policy.

Medicinal / Prescription Products

Our Services are for medical consultation services only. We do not sell, offer to sell or supply any medicinal product. All prescriptions are issued by independent GPhC-registered prescribers and fulfilled by licensed third-party pharmacies, under their own clinical and regulatory responsibility.

All Products that you may choose to receive following our recommendations are fulfilled by our partner pharmacy (referred to as the "Pharmacy"):

Compounding Chemist, regulated by the General Pharmaceutical Council, and incorporated and registered in England and Wales under Compounding Labs Limited, Company number 14572347.

The Pharmacy Terms apply to your purchase. We will instruct the Pharmacy on your behalf to provide Products if you consent to the Pharmacy fulfilling your Products following our recommendations.

If you consent to the Pharmacy providing you with Products, we will pay the Pharmacy on your behalf the amount which is payable by you for the Products, and they will dispense the Products to you directly. Your contractual relationship for the supply of Products is directly with the Pharmacy, and you can see the Pharmacy Terms of Service here. By requesting delivery of Products, you confirm that you agree to the Pharmacy Terms of Service.

You have the right to request a copy of any prescription for fulfilment at a pharmacy of your choice. To do so, please contact us at hello@trywave.co.uk . If you wish to have a prescription fulfilled at a pharmacy of your choice, we will charge you a prescription processing fee to send you a copy of the prescription. You acknowledge that other pharmacies may charge you for fulfilment of the prescription, and such charges are not included with your subscription to our Services.

Medicinal Products will only be dispatched to you by the Pharmacy if the Pharmacy approves the prescription for the Medicinal Products that we have recommended. We will not pass your prescription or Product order to the Pharmacy unless your payment method has been successfully charged for our Services.

You authorise us to share the medical information you have provided to us with the Pharmacy and any other health professionals being retained on your behalf, as required. You may revoke this authorisation at any time by notifying us or the Pharmacy in writing, but if you do so, you will not be able to receive any further Products. This authorisation shall continue until you revoke it.

The Pharmacy will not accept any order for products unless it receives a valid prescription issued by a licensed prescriber based upon a personal consultation and examination.

You must review any guidance and instructions that accompany any Products before using them, including the Patient Information Leaflet if applicable. You are responsible for use of the Products in accordance with instructions.

You must notify your doctor and any other healthcare professional involved in treating you of your use of any Medicinal Products.

If you become pregnant during your receipt of our Services, you must stop using any prescription Products immediately and contact us at hello@trywave.co.uk .

If (1) you experience any side effects from your use of any Products, (2) you start a new medication, or (3) your medical circumstances change at all in any way, you must contact us at hello@trywave.co.uk

The description of our Products will be as shown on our website at the time you place your order.  In some cases, ingredients shown on the website for certain Products may not be the ingredients in the products that are shipped to you.  This may be due to availability of certain ingredients, or due to a change in ingredients required to ensure that the product is appropriately tailored to your requirements. Please ensure that you check the packaging of the Products that you receive for the complete and accurate list of ingredients.

Our Products are subject to availability. If, for any reason beyond our reasonable control, we are unable to supply a particular item, we will inform you as soon as possible, and refund you for any amounts that you have already paid.

Stopping our Services:

You can pause or stop receiving our Services at any time by updating the details on your account. If we are already in the process of completing the subscription payment cycle at the time when you update your details or close your account, you acknowledge that you may still be charged for that subscription charge.

If you close your account, you will no longer be able to access any information held in it, and you will not be able to obtain any further consultations or Products.

We may request a new consultation with you at any time in order to ensure that we are providing you with the most appropriate advice and recommendations. If you do not participate in a new consultation when requested, we may suspend your account and any deliveries of Products.

We may also suspend your account and any deliveries of Products if:

  • We cannot authorise any payment for any reason;

  • Your payment details or contact details are out of date or have expired;

  • You have failed to comply with these Terms in any way;

  • The requested Product(s) are unavailable or out of stock;

  • In our professional opinion, the recommended Product(s) are no longer appropriate;

  • We believe that the medical information you have provided to us is inaccurate or incomplete or otherwise gives us reasons to suspend your account and any deliveries;

  • There has been a mistake on the pricing or the description of our Services

Order Cancellation, Returns & Refunds:

We hope you will be pleased with everything you have bought from us but if you are unhappy with your Products, you may be able to return them to us in accordance with the returns policy described in this paragraph.

  • Non-Prescription Products: you have a legal right to cancel the contract between you and us for Non-Prescription Products within 14 days of delivery without giving a reason. To cancel the contract, please email us before the end of the cancellation period at hello@trywave.co.uk, providing your name, address and details of the order you wish to cancel. If you cancel your contract, you must send the Non-Prescription Product back to the Pharmacy within 14 days of notifying us that you wish to cancel the contract. You are responsible for the costs of returning the Product back to the Pharmacy at the address included in the delivery.

  • Prescription Products: For health and safety reasons, we are unable to accept returns of Prescription Products.

  • If, after clinician review, you are not approved for treatment, a full refund will be issued promptly to the original payment method.

We and the Pharmacy are under a legal duty to supply products that are in conformity with this contract. The Products must be as described, fit for purpose and of satisfactory quality. These rights are subject to certain exceptions. For detailed information, please visit the Citizens Advice website at www.adviceguide.org.uk or call 03444 111 444.

  1. If you are ending a contract for a reason set out below, the contract will end immediately and we will refund you in full for any Products which have not been provided and you may also be entitled to compensation. The reasons are:

  • we have told you about an upcoming change to the Product that you have purchased or these Terms and Conditions which you do not agree to;

  • we have told you about an error in the price or description of the Product you have ordered and you do not wish to proceed;

  • there is a risk that supply of the Product may be significantly delayed (by more than one month) because of events outside our control;

  • we have suspended the supply of the Product you have ordered for technical reasons, or we notify you that we are going to suspend them for technical reasons, in each case for a period of more than one month; or

  • you have a legal right to end the contract because of something we have done wrong.

  1. If you end the contract after the Products have been delivered to you, you must return them to us or arrange for a collection. Please email us at hello@trywave.co.uk for details of how to return the faulty, damaged, or mis-described Products.

  2. If the Product is found to be defective or faulty or not as described, or if you cancel your contract because of something we have done, or the Pharmacy has done, or are going to do, we will pay for your return postage.

  3. We will refund you through the payment method used by you to pay for the Products within 5-10 business days. 

  4. If you are entitled to reimbursement, we may withhold reimbursement until the Pharmacy has received the Products back or you have supplied evidence of having sent back the Products, whichever is the earliest. We may also make a deduction from any reimbursement you are entitled to from us for any loss in value of the Products we supply if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the Products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

Our Liability

Nothing in these Terms shall operate to exclude or limit our liability (if any) for:

  • death or personal injury caused by our negligence;

  • fraud;

  • fraudulent misrepresentation; or

  • any matter which it would be illegal for us to exclude or attempt to exclude our liability.

Our Services and any Products are provided on an “as is” and “as available” basis. We make no representation or warranty, express or implied, regarding our Services or any products, or any information or advice given to you. To the maximum extent permitted by law, we disclaim all such representations or warranties.

We do our best to ensure that the information and recommendations provided to you are accurate and up-to-date but cannot guarantee that this will always be the case.

We are only liable to you for losses which you suffer as a direct result of our breach of these Terms and which are reasonably foreseeable. Unless otherwise required by applicable law, our liability to you for any claim arising from the subject matter of these Terms and the use of any Products shall be limited to the amounts paid to us by you in the 12 months preceding the date of any claim.

Prices & Payments:

Our Services are a subscription service. We will charge your nominated payment method(s) on a recurring basis for the ongoing recommendations that we provide. The specific date upon which payment is collected may vary from month to month.

All prices we state include all applicable taxes, where appropriate. We take all reasonable care to ensure that the prices advertised are correct.

You have to enter your chosen payment method and details when you place your first order and sign up to a subscription. You confirm that the payment method being used belongs to you or is being used with appropriate authorisation from the owner. You agree that we may securely store your card details for future purchases you may make from us.

All payments are subject to the approval of the issuer, and we will not be responsible if the payment fails verification or if the issuer refuses to accept or honour the payment for any reason. We may also report any suspicious transactions to the relevant authorities. We may decline to accept or take any payment without giving any reason. Please note that it can take 2 to 3 days (excluding weekends and bank holidays) to process your payment. Issues with your chosen payment method may result in delays to delivery of Products.

The payments you make for our Services may include the fee for our consultation and recommendation services. The services may not necessarily result in a recommendation or prescription. If you have consented to the Pharmacy providing you with Medicinal Products, your payment includes the amount payable to the Pharmacy for the Medicinal Products. We will pay the Pharmacy this amount on your behalf.

If, by mistake, we have mis-priced an item, we will not be liable to supply that item to you at the stated price. In the event of an error with any order, we will contact you as soon as possible and allow you to cancel your order. If you cancel the order, we will refund you any amounts already paid.

You may be required to pay a delivery charge as stated on our website.

We reserve the right to increase the price of our products and services. If we increase the price of our service, we may choose not to increase the price you pay. If your payment is lower than the advertised price on our website, we may refer to the price you pay as a ‘loyalty price’ or equivalent. If you unsubscribe or have any break in your subscription, you will lose this loyalty pricing and your price will revert to the current advertised price.

If an attempt to charge your payment card fails, we may remove one or more items from your basket and reattempt payment.

If your order contains medicinal products, this is being supplied by the Pharmacy for an all-inclusive price. This price includes medicinal product, postage, packaging, handling and dispensing costs. There is no further payment to make, as the cost was collected on your behalf for the Pharmacy as part of your normal subscription payment.

You can read the full Pharmacy terms here.

Money Back Guarantee:

We’re confident in the clinical effectiveness of our treatment plans and committed to providing you with a service you can trust. That’s why we offer a 180-day money-back guarantee. If you follow your treatment plan and don’t see results, we’ll give you your money back.

To be eligible for a refund under this guarantee, you must meet all of the following conditions:

Eligibility:

  • You are a first-time user of Wave’s hair loss service.
  • You started your treatment plan on or after March 1, 2025.
  • You have not paused or skipped any part of your treatment subscription during the 180-day period.
  • Your hair loss is not caused by underlying medical conditions, including but not limited to autoimmune disease, cancer treatment, or nutritional deficiency.
  • You agree to inform us of any changes of your medical conditions whilst you are subscribed to a treatment plan from us.

Treatment Adherence:

  • You must apply or use your prescribed products exactly as directed in the guidelines provided (including pharmacy dispensing label, email, packaging insert, online support materials).
  • On Day 1 of your treatment (before applying any product), and then every 30 days, you must submit a set of photos showing your scalp and hair clearly. This can be done via the Hair Loss Tracking tool, accessible via your Account menu.
  • If you are struggling to access this, you must reach out to us via email at hello@trywave.co.uk

Submitting a Claim:

  • Claims can be submitted between Day 180 and Day 210 after the date your Wave clinician confirmed your treatment plan.
  • Claims must be submitted via email to hello@trywave.co.uk and confirmation that you followed all usage instructions.
  • If we request additional information, you must provide them within 14 days.

We reserve the right to reject a claim if:

  • The photos are missing, unclear, altered, or do not follow our photo guidelines (e.g., inconsistent lighting, angle, or hairstyle).
  • We determine that the treatment was not used as directed or that the claim is dishonest or fraudulent.
  • You paused or cancelled your subscription during the guarantee period.
  • You previously received Wave hair loss treatment.

Additional Notes:

  • Refunds will be processed to the original payment method within 30 days of claim approval.
  • The guarantee does not cover results expectations for late-stage hair loss where follicles are no longer active.
  • Wave reserves the right to modify or withdraw this guarantee at any time for new users.

Other terms

We may make changes to these Terms from time to time.

You may not assign any of your rights or obligations under these Terms to any third party.

You understand that we may assign or license our rights and obligations under these Terms to any third party at our sole discretion.

No delay in enforcing any right arising under these Terms shall be construed as a waiver of such right.

These Terms and any disputes arising under them shall be governed by English law, and subject to the exclusive jurisdiction of the courts of England.