Membership Terms

PLEASE READ THESE TERMS CAREFULLY
BY TICKING “I CONSENT TO ROCZEN LIMITED TERMS & CONDITIONS”, DURING THE ACCOUNT REGISTRATION PROCESS IN THE MOBILE APP, YOU AGREE TO THESE TERMS WHICH WILL BIND YOU.

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IF YOU DO NOT AGREE TO THESE TERMS, DO NOT TICK “I CONSENT TO ROCZEN LIMITED TERMS & CONDITIONS”, DURING THE ACCOUNT REGISTRATION PROCESS IN THE MOBILE APP.

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Who we are and what this agreement does

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‎Roczen Ltd. (Company number: 13251035), registered at One Fleet Place, London, EC4M 7WS, is a wholly owned subsidiary of Reset Health Limited.

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Reset Health Limited is a private limited company registered in England under company number 12111885 and we have our registered office at One Fleet Place, London, EC4M 7WS. Our main trading address is 91 Wimpole Street, London W1G 0EF..
We are registered with and regulated by the Care Quality Commission (CQC), the independent healthcare regulator in England, with provider ID 1-9213458611. All of our clinicians comply with the requirements of their professional bodies, the standards set by applicable healthcare regulators and the General Medical Council guidelines on remote prescribing.

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About our Services

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Roczen provides medically supervised Membership Programmes for people who have or are at higher risk of: metabolic syndrome, obesity, and those with established complications of obesity, including T2DM (type 2 diabetes).
Our Services consist of the provision of clinical consultations, information, advice, testing and treatment for these conditions. Provided that our clinicians believe it is appropriate to do so, we may prescribe and arrange for the dispensing and delivery of medicine. Our prescribing clinicians are doctors who are regulated by the General Medical Council.
Our laboratory tests are conducted by appropriately regulated and accredited third party laboratories.
The Roczen Terms and Conditions (UK) describe the basis upon which you may subscribe to one of our Membership Programmes.To contact us, please email support.uk@roczen.com
The following terms may also apply to you:

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‏‎If you use the Roczen App, the Roczen App Terms and Conditions will apply to you;
Our Privacy Policy; and
Our Cookie Policy.
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Membership Programme Services

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Roczen offers metabolic membership programmes (Roczen and Roczen Plus) designed for people living with obesity, T2DM and other metabolic complications. If you wish to become a member of a Membership Programme, you may complete a medical screening questionnaire via the Roczen website and receive a free health report. At this stage, if eligible, you may be offered the option to subscribe to one of our programmes. Once you have subscribed, your initial questionnaire will be assessed by one of the Roczen clinical staff. You will then be contacted by the Roczen team to organise your clinical consultation and further clinical assessment via telephone or video with a member of the Roczen clinical team.
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Our Contract with You

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‏‎If it appears you are eligible to join one of our Membership Programmes, upon receiving your free health report, you may subscribe to the Membership Programme. You will be asked to confirm your acceptance to these Membership Programme Terms at which point a contract will come into existence between you and us.

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Eligibility

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‎You will not be suitable to enter the Membership Programmes if the clinical team does not consider the Membership Programme to be clinically appropriate for you. The reasons for this pertaining to the two programmes available may include (but are not limited to) the below. We reserve the right to amend these criteria at any time.

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Roczen Membership Programme:

• Those under 18
• Pregnant or breast-feeding
• History of a major adverse cardiovascular event within the past 6 months (acute coronary syndrome (ACS), percutaneous coronary intervention, coronary artery bypass graft surgery, hospitalisation for congestive heart failure, stroke/transient ischemic attack (TIA)
• Uncontrolled arrhythmia (i.e., rate-controlled atrial fibrillation/atrial flutter are not exclusion criteria)
• History of thyroid disease requiring high dose titration of thyroid replacement medication(s) within the past 3 months (i.e., hypo-thyroidism on a stable dose of thyroid replacement therapy is not an exclusion)
• History of malignancy undergoing active treatment, except non-melanoma skin cancer
• Known history of type I diabetes
• History of an eating disorder (bulimia, anorexia, binge eating disorder, other similarly serious diagnosis)
• History of cirrhosis
• History of stage 4 or 5 chronic kidney disease or requiring dialysis
• Uncontrolled psychiatric disorder (including a history of hospitalisation for psychiatric illness)
• Suicidal ideation
• Previous bariatric surgery (not including endoscopic procedures where gastric band or balloon has been removed)
• Ileostomy
• BMI > 50
• Active inflammatory bowel disease (ulcerative colitis or Crohn's disease)
• Women who are pregnant or planning to conceive in next 3 months
• HbA1c >10%
• Alcohol or drug dependency

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Roczen Plus Membership Programme

• Those under 18
• Pregnant or breast-feeding
• History of a major adverse cardiovascular event within the past 6 months (acute coronary syndrome (ACS), percutaneous coronary intervention, coronary artery bypass graft surgery, hospitalisation for congestive heart failure, stroke/transient ischemic attack (TIA)
• Uncontrolled arrhythmia (i.e., rate-controlled atrial fibrillation/atrial flutter are not exclusion criteria)
• History of thyroid disease requiring high dose titration of thyroid replacement medication(s) within the past 3 months (i.e., hypo-thyroidism on a stable dose of thyroid replacement therapy is not an exclusion)
• History of malignancy undergoing active treatment, except non-melanoma skin cancer
• Known history of type I diabetes
• History of an eating disorder (bulimia, anorexia, binge eating disorder, other similarly serious diagnosis)
• History of cirrhosis
• History of stage 4 or 5 chronic kidney disease or requiring dialysis
• Uncontrolled psychiatric disorder (including a history of hospitalisation for psychiatric illness)
• Suicidal ideation
• Previous bariatric surgery (not including endoscopic procedures where gastric band or balloon has been removed)
• Ileostomy
• Active inflammatory bowel disease (ulcerative colitis or Crohn's disease)
• Women who are pregnant or planning to conceive in next 3 months
• HbA1c >10%
• Alcohol or drug dependency
• Personal or family history of MEN2/medullary thyroid cancer
• Pancreatitis
• Active gallbladder disease
• History of diabetic ketoacidosis
• BMI <27 at onboarding

Membership Plans

Our prices for our Membership Programme Services are clearly set out on our website. Our services are VAT exempt.

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Roczen Membership Programme

£30 per month to manage your weight or type 2 diabetes with lifestyle management, supported by a dedicated clinician and mentor.

• Access to the Roczen App
• Free HbA1c kit included in your subscription
• Your own doctor or nurse to see in consultation and build an ongoing relationship and rapport
• A mentor to help you stay motivated and supported
• Access to recipes, exercises and lifestyle advice
• Cancel anytime

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Roczen Plus Membership Programme

• Manage your weight or type 2 diabetes with lifestyle management and pharmacotherapy, medically supervised by a doctor and supported by a mentor. Access to the Roczen App
• Access to leading experts in the field of emerging obesity pharmacotherapy
• Doctor-prescribed gut hormone therapy, with consultations, monitoring and follow up
• Clinical team that, with your consent, will liaise with your GP
• Free HbA1c kit included in your subscription
• A mentor to help you stay motivated and supported
• Access to recipes, exercises and lifestyle advice
• Cancel anytime

HbA1c Test

Pricing: £30 one off
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• Get a better understanding of your body’s glycemic control over the last 3 months.
• 1 postal HbA1c test with a personalised report
• Recommendations for next steps from a clinician

Side Effects and Efficacy of Medication

Please note that Reset Health and Roczen do not manufacture any medicines. Roczen doctors prescribe medications and products licensed in the UK. Dispensing is done via third party pharmacy partners. You are not entitled to a refund if the efficacy does not meet your expectation or if you have been unable to lose a desired amount of weight. Undesirable side effects do occur when taking medication, therefore we are unable to offer any refunds in case of suffering from these effects, whether listed by the manufacturers and the UK regulatory body (MHRA) or not.

You will be asked to confirm that you have read through the official patient information leaflet and be aware of the common side effects prior to ordering the medication. Prescription only medication cannot be returned or refunded due to the legislation governing the sale and supply of medicines.

Therefore, by ordering medication from Roczen and any third party online pharmacy that we use to prescribe, dispense and deliver your medication, you are agreeing to the purchase after making an conscious and informed decision that the efficacy may not meet your exceptions and that there may be side effects which you experience that are not listed, and agree that Roczen will not be liable to issue any refunds if the product does not meet your desired efficacy or results in any side effects, whether or not they are listed or by the manufacturers in the patient information leaflet or elsewhere.

If you have received the wrong order then email us immediately on support.uk@roczen.com and no later than 24 hours after delivery. We will investigate the matter and resolve it accordingly.

Off-label use of licensed medication

We offer some prescriptions for ‘off-label’ (unlicenced) medications for certain conditions or circumstances. Prescriptions for off-label medications are only available where there is sufficient evidence to support and demonstrate their safety for use and efficacy. We keep our off-label prescribing practice up to date using the latest industry information and evidence available.

Charges

Please note that the download of our App is free and there is no charge for the use of the information generally available on the website. The Charges relate solely to the provision of the medical Membership Programmes.
We accept payment with all major credit and debit cards and accept payment of fees in monthly instalments. Once you have joined our Membership Programme, payment is made by setting up a continuous payment authority. This may be set up:

• by subscribing to your programme after receiving your health report via our Website.
• by following instructions provided to you by email
• by providing your credit or debit card details, you agree that Roczen is authorised to take payments from your account on a monthly basis for the Term as described in your Membership Plan above without seeking authorisation from you again.

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We reserve the right to change your pricing and, in the event of a price change, we will notify you thirty (30) days in advance of the change by sending an email to the email address you have registered for your account. If you do not wish to accept a price change, you may cancel your subscription in accordance with the instructions included in that email and below. If you do not cancel your subscription after the price change takes effect and prior to the start of your new subscription period, your subscription will be renewed at the price in effect at the time of the renewal, without any additional action by you, and you authorise us to charge your payment method for these amounts.

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‏Term of the Membership Plan

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‏The minimum length of your membership subscription is one month. You will be charged (amount detailed in the Membership Plan section) prior to the start of each following month.
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You may cancel your membership subscription at any point in time, prior to the next recurring payment run, however, we will not refund the monthly subscription fee once it has been taken.
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In the event that one of our third-party, regulated pharmacies is unable to procure or dispense your medication, we will refund the cost of the medication to you.

Information

We may need certain information from you so that we can supply the Membership Programme to you, for example, there is a short online questionnaire which must be completed via the website prior to attending a consultation with our clinical staff. If any further information is required, we will contact you in writing to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may end the contract (see "Cancelling Your Membership Plan"). We will not be responsible for supplying the Membership Programme late or not supplying any part of it if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

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Your responsibilities

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You must answer all questions truthfully and to the best of your knowledge, as your prescribed course of treatment will be based on your consultation and answers to our questionnaires. Please note that incorrect or false information could put your health at risk.  

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You must always read all product packaging and labels carefully before use, including checking the date on the box to make sure it’s not out of date.

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Please ensure that only you have access to medicines prescribed to you.

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Do not take any medicine which is not prescribed to you, or  if you’re not sure it is the medication prescribed, or if it is damaged on arrival.

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If medicine is prescribed and dispensed to you, you are responsible for checking that the medication received is the correct medicine prescribed by our clinician and that it is not damaged in any way. If you are not sure, you must contact our Support team at support.uk@roczen.com to seek advice.

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You should always tell your regular healthcare provider about any medication or treatment we prescribe. With your consent, please note that we will also inform your GP if you would like us to.

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You should inform us if anything you have disclosed during consultations and questionnaires changes, e.g. if you start taking new medications or if you are diagnosed with new medical conditions.

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You should inform your GP as appropriate, if you have not consented for us to inform your GP of your treatments with us, or if you have provided incomplete information regarding your GP’s contact details.

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You understand that Roczen doctors will prescribe the medication that they think is best for you. This may be different to the initial medication that you chose when signing up. Please reach out to the Roczen clinical team if you have any questions.
Please place prescription products in your fridge immediately upon delivery.

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You take full responsibility for the medication pen upon receiving it. You are responsible for injecting the medication correctly and within the prescribed dose plan. Any loss of medication will not be replaced free of charge by Roczen. Replacement will result in you paying the full cost for another pen.

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Delivery of medications and products

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We, alongside our laboratory and pharmacy partners aim to use the best delivery providers for our service. We will deliver the products, if applicable, to the delivery address you have supplied during the registration process. You are responsible for giving us the correct delivery address.

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Our prescription products typically undergo next-day delivery through courier services, unless the delivery address is located in a remote area. The delivery time is determined by the time you place your order and any uncontrollable events. If you place your order on weekends or Fridays after business hours, it will be processed on the following Monday. Remote locations, such as Northern Ireland, Scottish Islands, Scottish Highlands, Isle of Wight, and the Scilly Isles, may experience longer delivery times of up to two days depending on the delivery address and external circumstances.

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Please note that orders will not be dispatched or delivered on bank or public holidays.

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We cannot guarantee the exact time of delivery. Our delivery partners will provide you with more information on your delivery after the order is dispatched.

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In the event that delivery to your address is not possible, we may leave the product with a neighbouring property or at a safe location that you have specified. If delivery attempts are still unsuccessful, our delivery partners will notify you of alternative methods of delivery.

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Please be aware that proof of delivery may be required, which may involve signing for the product or taking a photograph at the point of delivery. We recommend following any instructions provided by our delivery partner.

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Please note that we are not liable for delays caused by external factors outside of our control. If the supply of our products is delayed due to unforeseen circumstances, we will contact you to minimise the impact of the delay. We will not be held responsible for the delay as long as we take appropriate steps to mitigate it. However, if there is a significant risk of delay, you may request a refund for any products you have paid for but not yet received.

Roczen Rewards - Ambassador

Eligibility

Ambassadors are Roczen members who have referred new joiners to our metabolic health programmes. In order to become an Ambassador you must:

maintain a fully paid for and up-to-date subscription with the Roczen programme;
be at least 18 years old.

Your account

Alongside your Roczen membership, you will be provided with a unique referral code.

Your Roczen membership is personal to you and cannot be transferred to anyone else. You must not share your account details with anyone. You are responsible for safeguarding your account details and for all activity carried out using your account. We do not accept any liability for unauthorised use of your account.

If you know or suspect that anyone other than you knows your account details, or you believe there has been unauthorised access to your account, please let us know as soon as possible by emailing us at support.uk@roczen.com.

Collecting Roczen Rewards Points

You will be awarded Roczen Rewards Points (“Points”) when a new joiner has signed up using your unique referral code, and has been successfully on-boarded onto one of our metabolic health programmes by our medical team.

You will receive 1000 Points for every successful referral.

In addition, you will receive 3000 Points if you made 3 successful referrals in any given 3-month period.

Redeeming Roczen Rewards Points

Roczen Rewards Points have no value until converted into Roczen pounds. The current conversion value of points is each Point is worth 1 Roczen penny. So, 100 Roczen Rewards Points is worth 1 Roczen pounds.

You can redeem your Roczen pounds for cash in the local currency.

You will receive an email to confirm both the Points awarded to you at the end of each calendar month, your total accumulated Points, your total redeemed Points, and the latest remaining available Points.

Roczen Rewards Points can be redeemed Quarterly in March, June, September and December of each year. Points are only redeemable by you and are not transferable.

Roczen Rewards Points may be removed or cancelled if we determine that the points were collected in breach of these Terms or were awarded in error.

Roczen Rewards Points will expire if they are not converted to Roczen pounds and redeemed 18 months after being rewarded and deposited into your Roczen account. These expired Points will be permanently cancelled without further notice to you.

Your Roczen account will be deemed inactive or dormant if there is (1) no messaging activity for a period of 3 months, or (2) your Rozen subscription is not fully paid and up-to-date. In the event that your Roczen account is deemed inactive or dormant, you will have 3 months to convert all remaining accumulated Points in your account to Roczen pounds and redeem them. At the end of this 3 month period, your accounts will be closed and any remaining Roczen Rewards Points will be permanently cancelled.

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You are not an employee of Roczen Ltd and will be responsible for managing your tax affairs and comply with all applicable laws and regulations applicable, including laws relating to income tax, National Insurance, and any other liability, deduction, contribution, assessment or claim arising from or made in connection with the Ambassador programme.

Cancelling Your Membership Plan

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Your Right to Cancel
‏‏‎‎You may cancel your contract at the end of the Initial Term or the Renewal Term by serving notice as detailed in the section, "Term of the Membership Plan".

• 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 services which have not been provided and you may also be entitled to compensation. The reasons are:
  we have told you about an upcoming significant change to the Membership Programme or these terms which you do not agree to;
• we have told you about an error in the price or description of the Membership Programme you have subscribed to and you do not wish to proceed;
• there is a risk that supply of the Membership Programme may be significantly delayed because of events outside our control;
• we have suspended supply of the Membership Programme for technical reasons, or notify you we are going to suspend it for technical reasons, in each case for a reasonable period; or
• you have a legal right to end the contract because of something we have done wrong.

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‏‎‎Under certain circumstances you may end the contract with us or have the service re-performed or to get some or all of your money back if the Membership Programme is faulty or has been misdescribed (see, "If There is a Membership Programme Problem").

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If you change your mind, you have the right to cancel the Membership Programme within 14 days of the start of the contract and to receive a refund. Please note that you do not have the right to change your mind in respect of:

• digital services after you have started to download or stream these;
• services, once these have been completed, even if the cancellation period is still running;
• products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
• sealed audio or sealed video recordings or sealed computer software, once these products are unsealed after you receive them; and
• any products which become mixed inseparably with other items after their delivery
• Medications, once the medication is dispensed the product becomes labelled and packed specifically for you so we are not able to re-use it. Due to this as well as legislation around prescription medication, you will not be able to cancel your order after it is dispensed nor will we be able to issue any refund.
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How to End the Contract with Us

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To end the contract with us, please let us know by doing one of the following:
Email us at support.uk@roczen.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.

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By Post. Simply write to us at Membership Enquiries, Roczen Ltd & Roczen, 91 Wimpole Street, London W1G 0EF., including details of what you bought, when you ordered or received it and your name and address.

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‏‎‎If you are exercising your right to change your mind, we may deduct from any refund an amount for the supply of the Membership Programme for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.
All refunds due to you will be made as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days of your telling us you have changed your mind.

Our Rights to End the Contract

We may end the contract if you break it. We may end the contract at any time by writing to you if:
you do not make any payment to us when it is due and you still do not make payment within 28 days of us reminding you that payment is due;

• you do not, within a reasonable time of us asking for it, provide us with correct information that is necessary for us to provide the Membership Programme, for example, information that may be required prior to our following your clinical consultation; or
• you break a material term of our agreement with you.
• You must compensate us if you break the contract. If we end the contract in the situations set out above early cancellation charges will apply.
• We may withdraw the Membership Programme. We may write to you to let you know that we are going to stop providing the Membership Programme. We will let you know within a reasonable period in advance of our stopping the supply of the Membership Programme and will refund any sums you have paid in advance for the Membership Programme which will not be provided.
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If there is a Problem with the Membership Programme

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‏‎If you have any questions or complaints about the Membership Programme, please contact us. You can write to us at support.uk@roczen.com or FAO Membership Enquiries, Roczen Ltd & Roczen, 91 Wimpole Street, London W1G 0EF.
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If there is a problem with not receiving your Medication

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Medication products are only shipped via a tracked service and you will receive tracking details by email or text message when your products are being shipped. In the unlikely event of your shipment going missing you will be given the option of either a full refund or replacement at no extra cost.

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If there is a Problem with a Damaged or Faulty Product

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If you have received a faulty device/pen then contact us immediately, and within 24-48 hours, by emailing us at support.uk@roczen.com and we will look into the matter for you immediately. You will be asked to return the unused pen to the pharmacy using recorded/tracked delivery with a description of the fault. A case will be opened with the manufacturer for investigation and the faulty device sent to them for investigation. If confirmed faulty, the device will be replaced free of charge. Please note that the process can take up to 6 weeks.

Any faulty medication pens have to be reported to us within 45 days of receiving your order. After this time, we will be unable to replace them.

Please do NOT send any products, medication or medication pens back to us unless we specifically ask you to do so. By law we will have to discard them once received and will not be liable for issuing refunds for any returned items unless we have asked you to do so in writing by email. This also applies to medication which have been returned to the pharmacy due to unsuccessful delivery attempts.

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Early Cancellation

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‏‎If you wish to cancel your contract and you do not have a right to cancel as described under "Cancelling Your Membership Plan", you may tell us by emailing support.uk@roczen.com. We may contact you to request further information regarding your cancellation request to understand and assess your specific circumstances.

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Please note that unless you have the right to cancel as described under "Cancelling Your Membership Plan", a remaining contract charge may apply at our discretion. The remaining contract charge is calculated by adding together your outstanding monthly charges for the remainder of the term of your contract (the Initial Term or Renewal Term) as applicable and deducting any costs we save including with respect to not providing the services to you under the Membership Programme.

Limitations of the Membership Programme

The Roczen and Roczen Plus Membership Programmes offer suitable candidates a personalised medical and lifestyle programme for addressing type 2 diabetes and obesity. The Membership Programme should not be used or relied upon to screen other medical conditions and should never be used to replace consultation with or treatment from your doctor for any other medical issues.

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The Roczen and Roczen Plus Membership Programmes are guided by a clinical team of healthcare professionals including nurses, dieticians, psychologists and physicians. They are  individualised to each participant and should not be shared for use by any other person. The benefits of joining the Membership Programme may vary between individuals and Roczen does not make any guarantees regarding the outcome of joining the Roczen or Roczen Plus Membership Programmes. The Roczen and Roczen Plus Membership Programmes are provided to participants on a supervised basis. It is not appropriate and Roczen does not permit you to continue to rely on, or use the information received after your Roczen or Roczen Plus Membership Programme has ended.

Our Responsibility for Loss or Damage Suffered by You

We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

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We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; or for breach of your legal rights.

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To the extent permitted by law we disclaim any liability arising from the actions of Prescribers. The liability for the actions of Prescribers, including any actions of Prescribers, including advice provided and prescriptions, rests solely with the Prescriber.
We are not liable for business losses. We only provide the Membership Programme for domestic and private use. If you use the programme for any commercial, business or resale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
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How we May use Your Personal Information

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‎‎We will collect and process your personal information in accordance with our Privacy Policy.
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We may transfer this agreement to someone else

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‎We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
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You need our consent to transfer your rights to someone else

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‏‎‎You may only transfer your rights or your obligations under these terms to another person if we agree in writing.
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No rights for third parties

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‎This agreement does not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement.
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If a court finds part of this contract illegal, the rest will continue in force

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Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
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Even if we delay in enforcing this contract, we can still enforce it later

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Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of you breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
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The laws that apply to this contract and where you may bring legal proceedings
These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

Alternative dispute resolution

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Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use. You can submit a complaint to London Arbitration Centre via their website at www.londonarbitrationcentre.com. London Arbitration Centre will not charge you for making a complaint and if you are not satisfied with the outcome you can still bring legal proceedings. In addition, please note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform.

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