Terms of service

Last updated on: 12th February 2025

These terms and conditions (hereinafter “Terms and Conditions”) are very important, so please read them carefully, as they govern the legal relationship between our company Melve GmbH and you as a customer. Please note that we must adjust these Terms and Conditions from time to time. On this website, you will always find the latest version of our Terms and Conditions. A contract is concluded between you and our company after your acceptance of these Terms and Conditions.

The following Terms & Conditions apply for all customers located in Germany and outside the UK who complete a transaction for a prescription drug (Rx), over-the-counter (OTC) drug, and/or medical consultation on this platform.

Part 1: General Terms & Conditions (EU)

1. Information about Melve GmbH

Your contractual partner for services under these Terms and Conditions is Melve GmbH, a company organized and existing under the laws of the Republic of Austria with its head office at Schlossplatz 1, 8502 Lannach, Austria (hereinafter referred to as “Melve”). Melve is the operator and owner of the website, www.melve.com.

2. Scope of our services

As a service, Melve provides the online platform where you, as a consumer, can make contact with doctors for telemedicine treatment. As a further service, Melve offers the brokerage of the purchasing of medicines (over-the-counter (“OTC”) or prescription), food supplements, and medical products via a mail-order pharmacy through this online platform.

Depending on the type of product, OTC products, food supplements, or medical products can also be ordered directly from Melve. Please note that no medical services of any kind are provided by Melve. The treatment relationship arises when the previously purchased treatment voucher is redeemed directly between you and the chosen medical doctor. All doctors whose services are provided via the Melve platform have comprehensive professional liability insurance.

3. Procedure of the services

As a customer, you purchase a voucher for a telemedicine treatment with an authorized doctor via our platform. This voucher will be redeemed automatically for telemedicine treatment with one of the authorized doctors on the platform. You will not be charged any further costs for such telemedicine treatment. In all cases, the treatment relationship arises directly between you as the consumer and the doctor.

Prescriptions: If, within the telemedicine treatment, the doctor prescribes you medication, the prescription will be transmitted to the pharmacy you have chosen for this purpose, or the prescription is sent directly to you for collection at an on-site pharmacy of your choice.
Purchasing Medication: You generally acquire a medicine voucher from Melve for the purpose of a transaction. Via the platform www.melve.com, you order the medication from the mail-order pharmacy and pay the purchase price with the medication voucher.
Direct Purchases: Depending on the type of product, for OTC products, food supplements, or medical devices, the purchase contract may form directly between you and Melve GmbH (Schlossplatz 1, 8502 Lannach, Austria). In this case, Melve sends the purchased product(s) directly to you.

We do not provide medical or pharmaceutical services for pharmacy-only products in our own name. However, we have cooperation agreements with healthcare providers and doctors to provide telemedicine services. We also have a cooperation agreement with a Dutch mail-order pharmacy.

4. Subject of medical treatment

Medical treatments in the context of telemedicine treatments via the Melve platform are provided by licensed doctors and exclusively by those in the European Union who are authorized to provide medical services. Treatment inquiries from you via our Melve platform will be answered in a reasonable time, usually within 24 hours (except Saturdays, Sundays, and public holidays).

German Patients: All treating doctors for German patients are established in the EU member state Germany, are under the supervision of the Order of Physicians in Germany, and are registered there. They are bound by the medical professional code of their supervisory authority and the Good Medical Practice Guidelines.
Data Processing: By completing the anamnesis sheet, you instruct Melve to forward the transmitted patient data to the treating doctors for evaluation. At the same time, you instruct the treating physicians to evaluate your patient data in regard to complaints and a possible treatment request.

5. Purchasing treatment and medication voucher

The offers on our platform www.melve.com represent non-binding online offers and not a binding service and/or product offer. After you have filled in an anamnesis sheet, you can place a legally binding order for a treatment and medication voucher. We will confirm receipt of this order immediately by e-mail. This order confirmation is not yet a legally binding acceptance of your order.

The medical contractual relationship comes into being directly between you and the attending doctor when the attending doctor reviews the anamnesis sheet filled out by you. Please note that we are not obliged to issue you a treatment voucher to initiate a telemedicine treatment. To guarantee your health and safety, we can reject an offer if you suffer from certain illnesses or have symptoms or contraindications that make telemedicine treatment inappropriate.

6. Purchase of pharmacy-only medicines, food supplements, and medical products

You have the option of ordering pharmacy-only medicines via our platform from a cooperating online pharmacy, managed by a pharmacist authorized to practice in the European Union. In this case, the purchase contract for pharmacy-only drugs is created directly between you and our cooperating mail-order pharmacy.

Our EU Pharmacy Partner: Apotheek Bad Nieuweschans, Mensinghe Hoofdstraat 1D, 9693 AB Bad Nieuweschans, Netherlands. The pharmacy is subject to the supervision of Inspectie Gezondheidszorg en Jeugd and is registered as Apotheek Bad Nieuweschans BV. The general terms and conditions of this mail-order pharmacy can be accessed at https://www.apons.eu/agb.html.
Alternative Dispensing: You also have the option of receiving any prescription directly to be filled at a pharmacy of your choice.
Direct Purchase: Depending on the type of product, for OTC products, food supplements, and other medical products, the purchase contract may be formed directly between you and Melve GmbH.

7. Registration

To use the services offered on this platform, you must register at www.melve.com. You must enter your first and last name, e-mail address, home address, date of birth, and an individual password.

Registration and the use of services must be in your own name.
The minimum age for registration is 18 years.
You are responsible for the security of your password and the confidentiality of your user account.
The disclosure of false data will lead to immediate exclusion from our platform and the termination of any contractual relationships.

8. The safety of the user

For your own safety, you are obliged to answer all questions asked during the anamnesis truthfully and to the best of your knowledge. You must inform your doctor immediately of any changes in your state of health. You must follow all safety instructions related to the medicines you buy and read the package leaflet carefully.

9. Data security at Melve

The protection of the data that you make available via the Melve platform is a top priority. We ensure confidential and lawful handling of this data and refer to our privacy policy: https://melve.com/privacypolicy. We have no access to patient files, which are only accessible to the chosen doctor and are subject to medical confidentiality. Melve processes the data provided by the patient in pseudonymized form for scientific purposes.

10. Cost

Treatment: The costs of the online treatment are covered by the treatment voucher you purchase. The amount depends on the price list and the information provided in the anamnesis sheet.
Medication/Products: The costs for the purchase of medicines, food supplements, and medical devices are paid by a previously purchased voucher. Prices listed on the platform include VAT and shipping costs. The costs of online treatment are independent of the costs of any medication.

11. Payment processing

You can pay the purchase price for the online treatment and/or medication voucher via PayPal or Stripe.

PayPal: Your account will only be debited after the treatment has been carried out by your chosen doctor and a prescription has been issued. Subject to the PayPal Terms of Use (www.paypal.com).
Stripe: General terms of use can be found at https://stripe.com/payment-terms/legal. Customer service: https://stripe.com/de/contact. Privacy notice: https://stripe.com/de/privacy.

12. Limitation of Liability

These Terms and Conditions do not exclude or limit our liability (if any) for:

Death or personal injury caused by our negligence;
Fraud or fraudulent misrepresentation;
Any matter which it would be illegal for us by law to exclude or attempt to exclude our liability.

We are only liable to you for losses that you suffer as a direct result of our breach of these Terms and Conditions and which are reasonably foreseeable.

13. Final provisions

Should individual provisions of these Terms and Conditions be incomplete or ineffective, this shall not affect the validity of the remaining provisions. Instead, the respective statutory regulations apply. Austrian law shall apply to the exclusion of the UN-Convention on Contracts for the International Sale of Goods (CISG) and the conflict of laws. The non-exclusive jurisdiction of the courts of the city of Vienna shall be agreed. If you are a consumer with habitual residence in an EU state, you also have the protection of the mandatory provisions of the law of your state of residence.

Melve GmbH Schlossplatz 1 8502 Lannach Austria

Part 2: UK Terms of Sale

The following Terms & Conditions apply for all customers located in the UK who complete a transaction for a prescription drug (Rx), over-the-counter (OTC) drug, and/or medical consultation on this platform.

THESE TERMS AND CONDITIONS (“TERMS”) APPLY TO ALL TRANSACTIONS INVOLVING THE SALE AND DELIVERY OF MEDICAL CONSULTATIONS AND PRESCRIPTION MEDICATIONS THROUGH THE WEBSITE. BY CLICKING “CONFIRM ORDER”, YOU ARE AGREEING TO THESE TERMS. Our medical products have been licensed for sale in the UK and are regulated by the Medicines & Healthcare products Regulatory Agency (MHRA). Cedarwood pharmacy is our partner pharmacy and prescribing service, registered with the General Pharmaceutical Council with number 1121830. The pharmacy provides medical consultations through Stadn Ltd, with a registered address at 52 High Street, Pinner, Middlesex, HA5 5PW.

Important Product & Service Information:

Product Variations: Products may vary slightly from their pictures. The images on our website are for illustrative purposes only. Product packaging may also vary from that shown in images on our website.
Pharmacy Dispatch: Cedarwood pharmacy (the “Pharmacy”) dispenses and delivers these products to you. The Pharmacy is a registered pharmacy, registered and regulated by the General Pharmaceutical Council (GPhC) and the MHRA.
Consultations: All online consultations are conducted, reviewed, and approved by GPhC-accredited independent prescribers, who are qualified to prescribe prescription-only medications within their area of expertise.
Prescription Providers: Prescription Only Medicines (POMs) in the context of telemedicine consultations via www.melve.com are provided by Stadn Ltd. Treatment inquiries will be answered in a reasonable time, usually within 24 hours (excluding Saturdays, Sundays, and public holidays). Melve GmbH can use third parties to fulfill its obligations.
Registration Checks: Please follow this link to check on the prescriber’s/responsible pharmacist's registration status.

Cancellations and Returns:

Prescription Items: You can cancel until 24 hours before medication is dispensed by our Pharmacy (after which we’ll send you a confirmation) and you will receive a refund in 5 working days. Due to the nature of prescription medications, once your items have been dispensed, you will be unable to cancel or return the order unless we have done something wrong or there is something wrong with the product.
Non-Prescription Items: For products that are not prescription medicines, you have the right to cancel or return products if you change your mind, even if there is nothing wrong with them.
Disposal: If you need to dispose of medicines, you must not do so at home. You must instead return them to a local pharmacy. You can find a pharmacy near you by searching on the NHS website.

Operating Hours & Emergencies:

The internet pharmacy premises are not open to the public to visit in person. All our services are provided online, by phone, or by post.

Our pharmacists are available Monday–Friday, 9:00 am - 5:30 pm.
The Website is accessible 24/7.
When the pharmacy is closed, if you urgently need medical help or advice, but it’s not a life-threatening situation, contact NHS 111 by calling 111. Information can also be accessed at www.nhs.uk.

Pharmacy Partner Information:

Partner: Cedarwood pharmacy (GPhC Registration: 1121830)
Medical Consultations: Stadn Ltd
Address: 52 High Street, Pinner, Middlesex, HA5 5PW
Superintendent Pharmacist: Yuk Shan Wong (GPhC Registration: 2071680)