Legal information for Omni Health Partners patients and visitors.
LEGAL
Policies and procedures
Everything you need to know about how we work — your rights, our responsibilities, and how to raise any concerns.
Draft. These policies are working drafts and should be reviewed and approved by a UK-qualified legal adviser before launch. Final versions will replace these documents.
Terms of use
Last updated: 8 May 2026
1. About these terms
These terms of use govern your access to and use of the Omni Health Partners website and services. By using our site or services, you agree to these terms. If you do not agree, please do not use the site.
2. Who we are
Omni Health Partners Ltd is a company registered in England and Wales under company number 16271422, with registered office at 82a James Carter Road, Mildenhall, United Kingdom, IP28 7DE.
3. Our services
We provide a regulated medical service connecting eligible patients with GMC-registered specialist consultants who may, in their clinical judgement, prescribe Cannabis-Based Products for Medicinal use (CBPMs). Eligibility is determined by our consultants on a case-by-case basis. We do not guarantee any particular treatment outcome.
4. Eligibility
You must be at least 18 years old and a UK resident to use our services. You must provide accurate medical information during the consultation process. False or misleading information may result in service termination and is not the responsibility of Omni Health Partners.
5. Your account
You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. Notify us immediately at support@omnihealthpartners.co.uk of any unauthorised access.
6. Acceptable use
You agree not to: misuse the service for unlawful purposes; share, resell or supply prescribed CBPMs to any third party; reverse-engineer, scrape or automate access to the site; or upload content that is unlawful, harmful or infringes the rights of others.
7. Intellectual property
All content on the Omni Health Partners website — including text, images, logos, graphics and code — is the property of Omni Health Partners Ltd or its licensors and is protected by UK and international copyright law. You may not reproduce or republish any part without prior written consent.
8. Liability
Nothing in these terms limits our liability for death or personal injury caused by negligence, fraud, or any matter for which it would be unlawful to limit liability under UK law. Subject to that, our liability is limited to the value of services purchased in the 12 months prior to any claim.
9. Termination
We may suspend or terminate your access if you breach these terms or engage in conduct that puts our staff, consultants, or other patients at risk. You may cancel your subscription at any time — see our cancellation policy.
10. Governing law
These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute.
Omni Health Partners Ltd ("we", "us", "our") is committed to protecting and respecting your privacy. This policy explains what personal data we collect, how we use it, and your rights under UK GDPR and the Data Protection Act 2018.
2. Data controller
For the purposes of UK data protection law, the data controller is Omni Health Partners Ltd, 82a James Carter Road, Mildenhall, United Kingdom, IP28 7DE. Contact our data protection lead at privacy@omnihealthpartners.co.uk.
3. Data we collect
Identity and contact data: name, date of birth, email address, phone number, postal address.
Health data (special category): medical history, current medications, condition information, prescriptions and consultation notes.
Payment data: processed securely via our payment provider; we do not store card details on our systems.
Technical data: IP address, browser type, device information, pages visited.
4. How we use your data
We use your data to assess eligibility, deliver consultations, fulfil prescriptions and deliveries, manage your subscription, comply with legal and regulatory obligations (including CQC, MHRA and GMC requirements), and to communicate with you about your treatment.
5. Lawful basis
For health data, we rely on your explicit consent and the provision of healthcare under Article 9(2)(h) UK GDPR. For other data we rely on contract performance (delivering the service you've purchased) and legitimate interests (running the business). You can withdraw consent at any time.
6. Sharing your data
We share your data with: GMC-registered specialist consultants who treat you; licensed pharmacies who dispense your prescription; delivery couriers who fulfil your order; payment and technology providers acting under our instruction. We will never sell your data, and we only share medical information with parties involved in your direct care.
7. Retention
Medical records are retained for the periods required by NHS Records Management Code of Practice (typically 8 years for adult records). Other personal data is retained only as long as necessary to provide the service or comply with our legal obligations.
8. Your rights
Under UK GDPR you have the right to: access your data; correct inaccurate data; request erasure (subject to medical retention obligations); restrict processing; data portability; object to processing; and lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.
9. Cookies
We use only essential cookies to keep the site running. We do not use third-party advertising or tracking cookies.
10. Changes
We may update this policy from time to time. The "last updated" date at the top will reflect material changes; we'll email you about significant updates affecting your data.
Omni Health Partners is committed to providing safe, respectful care to every patient and a safe working environment for our consultants, pharmacists and patient-support team.
Behaviours we will not tolerate
Verbal abuse, threats, intimidation or harassment of staff or other patients
Discrimination on the basis of race, gender, sexuality, religion, age or disability
Attempts to obtain prescriptions through deception, false information or coercion
Sharing, reselling, or supplying prescribed medication to any third party
Threats of legal or regulatory action used to pressure clinical decisions
Consequences
Where a patient or visitor engages in such behaviour, we reserve the right to issue a written warning, suspend or terminate the patient relationship, and, in serious cases, report incidents to the police, the General Medical Council or other relevant authority.
Reporting
Staff and patients are encouraged to report any incident of unacceptable behaviour to safety@omnihealthpartners.co.uk. All reports are reviewed in confidence by our clinical governance lead within 5 working days.
If you are unhappy with any aspect of our service, please tell us. Most concerns can be resolved quickly when raised early.
Step 1 — Contact us directly
Email complaints@omnihealthpartners.co.uk or write to: Complaints, Omni Health Partners Ltd, 82a James Carter Road, Mildenhall, IP28 7DE. Please include your name, contact details, what happened and when, and what outcome you'd like.
Step 2 — Our response
We acknowledge complaints within 3 working days and aim to provide a full written response within 20 working days. Where investigation will take longer, we keep you updated weekly.
Step 3 — Independent escalation
If you remain dissatisfied with our response, you may escalate your complaint to:
Care Quality Commission (CQC) — cqc.org.uk — for concerns about service quality and safety.
General Medical Council (GMC) — gmc-uk.org — for concerns about a specific consultant.
Information Commissioner's Office (ICO) — ico.org.uk — for concerns about how we handle your personal or medical data.
Confidentiality
All complaints are handled in confidence and will not affect the standard of care you receive.
If, after your initial £99 specialist consultation, our consultant determines you are not eligible for medical cannabis treatment, your consultation fee will be refunded in full within 5 working days to your original payment method.
Cancelling your subscription
You can cancel your Omni Health Partners subscription at any time from your account dashboard or by emailing support@omnihealthpartners.co.uk. Cancellation takes effect at the end of your current billing period.
Refunds on dispatched medication
For patient safety and pharmaceutical regulatory reasons, dispensed medication cannot be returned or refunded once it has been dispatched, unless it arrives damaged or faulty. If you receive damaged or incorrect medication, contact our patient team within 48 hours of delivery.
Pausing your subscription
If you need to pause treatment temporarily — for example while travelling — you can do so for up to 90 days from your account dashboard without losing your subscription tier or pricing.
14-day cooling-off
You may cancel your subscription within 14 days of sign-up for a full refund of the subscription fee, provided no medication has been dispensed. Once medication is dispensed, the cooling-off period for that month no longer applies.
