Complaints Procedure

These Referral Scheme Terms and Conditions (“Referral Terms”) govern your participation in IQDoctor’s referral scheme (the “Scheme”). By sharing a referral link/code or participating in the Scheme in any way, you agree to be bound by these Referral Terms (as amended from time to time).

These Referral Terms apply in addition to IQDoctor’s main website/app terms, terms of sale and privacy notice (together, the “IQDoctor Terms”). If there is any conflict, these Referral Terms apply to the Scheme.

1. Who we are (Promoter)

1.1 The promoter of this Scheme is IQDoctor (“we”, “us”, “our”).

1.2 Contact: help@iqdoctor.co.uk

1.3 Address: 123-131, Bradford Street, Bradford Court, Birmingham, B12 0NS

2. Important healthcare and regulatory notice

2.1 IQDoctor operates in a regulated healthcare environment. The Scheme must be used in a way that complies with all applicable laws, regulatory standards, professional standards, and advertising/marketing rules.

2.2 No effect on clinical decisions. Referral rewards do not influence (and must not be presented as influencing) any clinical assessment, prescribing decision, suitability decision, or availability of treatments. All treatments remain subject to clinical assessment and prescriber approval where required.

2.3 No public promotion of prescription-only medicines (POMs). Participants must not promote, advertise, reference, name or encourage the use of POMs to the public when sharing a referral link/code. You must follow clause 10 (Acceptable Conduct).

2.4 NHS exclusion (anti-inducement). The Scheme does not apply to NHS prescriptions or NHS pharmaceutical services, and must not be used in a way that could be interpreted as an inducement related to NHS services.

3. Definitions

In these Referral Terms:

• “Account Credit” / “Credit” means promotional account credit with a face value of £40 applied to a Referrer’s IQDoctor account in accordance with these Referral Terms.
• “Eligible Person” means a person who satisfies the relevant eligibility criteria in clause 5 (Referrers) or clause 6 (Referred Customers).
• “Qualifying Purchase” means an eligible paid purchase by a Referred Customer that meets clause 7.
• “Qualifying Referral” means a referral that meets clauses 6–9 inclusive.
• “Referral Link/Code” means the unique link and/or code issued by IQDoctor for participation in the Scheme.
• “Referrer” means an existing IQDoctor account holder who shares a valid Referral Link/Code.
• “Referred Customer” means a new IQDoctor customer who uses a Referrer’s Referral Link/Code and satisfies clause 6.
• “Validation Period” means the period described in clause 9 during which we verify eligibility and confirm that the Qualifying Purchase has not been cancelled, reversed, refunded or charged back.

4. Scheme availability, changes, and withdrawal

4.1 The Scheme runs from the date these Referral Terms are published until we suspend or withdraw it.

4.2 We may amend, suspend, or withdraw the Scheme (in whole or part) at any time where we reasonably consider it necessary, including to:

• comply with law, regulatory guidance or professional standards;
• address misuse, fraud, security issues, or operational problems;
• correct errors; or
• change our business strategy.

4.3 Updated Referral Terms apply from the time they are published on our website/app (or otherwise communicated). Continued participation means you accept the updated terms.

4.4 We may refuse participation, withhold rewards, reverse Credit, or take account action under clause 11 where we reasonably suspect misuse, non-compliance, or fraud.

5. Referrer eligibility

To be eligible as a Referrer, you must:

• be resident in the United Kingdom and aged 18+;
• have an active IQDoctor account in good standing (not suspended/restricted);
• be participating as an individual consumer (not a business, affiliate, reseller, broker, or agent);
• not be an employee, officer, director, contractor or agent of IQDoctor (unless we expressly permit in writing); and
• comply with clause 10 (Acceptable Conduct) and all applicable laws and rules.

6. Referred Customer eligibility (new customer requirements)

6.1 To be eligible as a Referred Customer, the person must:

1. be resident in the United Kingdom and aged 18+;
2. create a new IQDoctor account for the first time using the Referral Link/Code (or applying it at checkout as we specify);
3. complete any identity/age/residency checks and onboarding we require; and
4. be found clinically eligible for the treatment they seek, as determined by our clinical assessment and/or prescriber decision (where applicable).

6.2 A Referred Customer is not eligible if they:

1. already have (or previously had) an IQDoctor account;
2. attempt to create multiple or fictitious accounts;
3. are acting for a business or for commercial purposes; or
4. do not complete required verification or are clinically ineligible.

7. Qualifying Purchase requirements

7.1 A purchase counts as a Qualifying Purchase only if it:

1. is placed by the Referred Customer within 14 days of the referral being first recorded by our systems;
2. has a basket value of minimum £100, calculated excluding delivery fees, any taxes/fees we exclude, and excluding any amounts paid using promotions, vouchers, credits, goodwill gestures, refunds, chargebacks or reversals (unless we state otherwise);
3. is successfully paid for and fulfilled/dispensed/dispatched (as applicable); and
4. is not cancelled, rejected, reversed, refunded (in whole or part), or charged back during the Validation Period (see clause 9).
5. includes only eligible treatments (as determined by us from time to time, excludes Branded Erectile Dysfunction (ED), Branded Premature Ejaculation (PE), and Branded Malaria products). Purchases of other products or services (including but not limited to health tests, skincare, vitamins, general retail products, consultations only, delivery fees or ancillary items) will not constitute a Qualifying Purchase for the purposes of issuing Referral Credit; and

7.2 We may exclude certain products/services from qualifying purchases at any time (for example, where required for regulatory compliance or safety). Any exclusions will apply from the time we implement them.

7.3 Where a consultation, clinical assessment, or prescriber decision is required, an order that is declined/rejected for clinical or regulatory reasons will not be a Qualifying Purchase.

8. Referral tracking, attribution, and limits

8.1 Only referrals that are correctly tracked through our systems using the Referral Link/Code will qualify. We are not responsible for tracking failures due to device settings, cookies, ad blockers, browser privacy settings, network issues, incorrect code entry, or similar.

8.2 A Referred Customer can be attributed to only one Referrer. If multiple referral codes/links are used or recorded, we may attribute the referral using the first tracked interaction (or another reasonable method we choose).

8.3 No self-referrals. You must not refer yourself (including via different email addresses, phone numbers, devices, payment methods, postal addresses, identities, or any other method).

8.4 Caps/limits. We may:

• cap the number of Credits you can earn per month or per year; and/or
• set a maximum total Credit value per Referrer in any 12-month period; and/or
• limit Credits to one per Referred Customer.

Any limits we apply will be communicated in the Scheme information and/or within your account.

9. Reward: £40 Credit, when it is issued, and Validation Period

9.1 Reward. Subject to these Referral Terms, a Referrer will receive £40 Credit for each Qualifying Referral.

9.2 Validation and timing. Credit will be applied only after the later of:

1. 30 days after the Qualifying Purchase is marked as fulfilled/dispensed/dispatched (as applicable); and
2. completion of any checks we reasonably require to confirm eligibility, compliance, and absence of fraud/abuse (including verifying the purchase remains valid and has not been cancelled, refunded, reversed or charged back).

9.3 Nature of Credit. Credit:

1. is promotional;
2. is not money, has no cash value, and cannot be withdrawn or exchanged for cash;
3. is non-transferable and may be used only by the Referrer on their own IQDoctor account;
4. may not be used to pay delivery fees unless we state otherwise;
5. cannot be combined with other offers or promotions unless we state otherwise;
6. may be subject to product/service restrictions we apply for compliance or safety; and
7. will expire 90 days after issue unless we state otherwise.

9.4 No guarantee of availability. We do not guarantee continuous availability of the Scheme, any Credit, or any redemption options.

10. Acceptable referral conduct (strict)

Because IQDoctor operates in healthcare, your conduct must be especially careful.

10.1 You must share Referral Links/Codes only with people you genuinely know (e.g., friends/family/personal contacts) and only via private, 1-to-1 channels where possible (e.g., direct message, email, SMS/WhatsApp to an individual).

10.2 You must not:

1. post, publish, or distribute a Referral Link/Code on public websites, forums, groups, voucher/discount sites, app stores, review sites, comment sections, or social media feeds (including “bio” links, stories, reels, posts, replies, or DMs to large groups);
2. run paid advertising (search ads, social ads, influencer marketing, affiliate marketing) using or referencing the Referral Link/Code;
3. send spam, bulk, or unsolicited messages;
4. harvest, scrape, or buy contact lists for referral purposes;
5. use bots, scripts, emulators, multiple devices, VPNs, or other methods to manipulate attribution, eligibility, purchases, or rewards;
6. mislead anyone about pricing, availability, outcomes, eligibility, or clinical suitability;
7. provide medical advice, make efficacy claims, or encourage someone to seek specific prescription medicines;
8. publicly reference or promote any prescription-only medicine (POM) in connection with the Scheme;
9. impersonate any person, clinician, or IQDoctor representative; or
10. use IQDoctor branding, logos, or intellectual property unless we expressly permit it in writing.

10.3 You must ensure any message you send is honest, accurate, and compliant with all applicable marketing and advertising rules, including healthcare advertising restrictions.

11. Fraud, misuse, investigations, and consequences

11.1 We may investigate any referral, account, or transaction at any time to ensure compliance.

11.2 If we reasonably believe you (or someone connected to you) have breached these Referral Terms or acted fraudulently, abusively, deceptively, or outside the spirit of the Scheme, we may (without limiting any other rights):

1. withhold Credit (including pending Credits);
2. reverse Credit (including used Credit, via a negative balance);
3. freeze, suspend, restrict, or close your IQDoctor account;
4. disqualify some or all referrals associated with you;
5. require repayment of improperly obtained benefits to the extent permitted by law; and/or
6. refer matters to payment providers, regulators, or law enforcement where appropriate.

11.3 Our decision on eligibility and compliance will be final acting reasonably and in good faith.

12. Refunds, cancellations, reversals, chargebacks, and clawback

12.1 No reward if the Qualifying Purchase does not remain valid. If the Referred Customer’s purchase is cancelled, rejected, reversed, refunded (in whole or in part), charged back, voided, or deemed fraudulent/abusive at any time, then:

1. the referral will not be a Qualifying Referral; and
2. no Credit will be issued (or if already issued, it may be reversed).

12.2 Clawback / reversal. If Credit has been issued and we later determine clause 12.1 applies, we may:

1. remove unused Credit from your account; and/or
2. if Credit has been used, apply a negative credit balance and/or recover an equivalent amount by lawful means (including set-off against future credits/promotions where permitted).

12.3 Statutory rights unaffected. Nothing in these Referral Terms limits any consumer statutory rights of the Referred Customer (including rights relating to faulty goods or other protections under applicable law). The Scheme is a promotional programme and operates separately from consumer rights.

13. Data protection and privacy

13.1 You must not provide someone else’s personal data to us for referral purposes without their permission. We encourage you to share only the Referral Link/Code and allow the person to decide whether to sign up.

13.2 We process personal data in accordance with our Privacy Notice: https://www.iqdoctor.co.uk/privacy-policy/

13.3 We may use information we hold to administer the Scheme, prevent fraud, verify eligibility, and comply with legal/regulatory obligations.

14. Technical and operational matters

14.1 We do not guarantee that Scheme functionality will be uninterrupted or error-free.

14.2 We are not responsible for:

1. referrals not tracked due to technical reasons outside our control;
2. a Referred Customer being found clinically ineligible;
3. delays caused by verification, dispensing, delivery, fraud, or compliance checks; or
4. failures caused by third-party platforms (e.g., messaging services, device manufacturers, internet providers).

14.3 We may correct administrative or pricing errors relating to the Scheme, including incorrectly issued Credits.

15. Tax and accounting

15.1 You are responsible for any personal tax reporting or liability that may arise from receiving Credits, if applicable. We do not provide tax advice.

16. Liability

16.1 Nothing in these Referral Terms excludes or limits liability where it would be unlawful to do so (including for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation).

16.2 Subject to clause 16.1, we are not liable for indirect, consequential, or special losses arising out of or in connection with the Scheme, and we are not liable for losses caused by your misuse of the Scheme or breach of these Referral Terms.

17. General legal terms

17.1 No third-party rights. Except as stated otherwise, a person who is not a party to these Referral Terms has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term.

17.2 Severability. If any provision is found invalid or unenforceable, the remainder remains in force.

17.3 No waiver. Failure to enforce any provision is not a waiver.

17.4 Assignment. We may assign or transfer our rights and obligations under these Referral Terms as part of a business reorganisation or sale. You may not assign your rights under these Referral Terms.

18. Governing law and jurisdiction

18.1 These Referral Terms are governed by the laws of England and Wales.

18.2 The courts of England and Wales have exclusive jurisdiction.