Terms and Conditions
1. Introduction
Cannaray Wellness Ltd is a wellness platform and is not a clinic, medical practice, or regulated healthcare provider. We do not provide medical advice, diagnosis, or treatment. All clinical pathways and pharmacy services are delivered exclusively by our regulated partner, Mediva Pharmacy (GPhC Registration: 2060682). All blood test laboratory analysis is carried out exclusively by Alderley Diagnostic Laboratory. Please read these Terms carefully before using our services.
All clinical services - including clinical pathways, prescribing decisions, and pharmacy dispensing - are carried out independently by:
• Mediva Pharmacy (GPhC Registration No. 2060682) - our regulated pharmacy partner, responsible for all clinical pathways, prescribing, and dispensing of medicines.
• Alderley Diagnostic Laboratory our UKAS accredited medical laboratory partner, No. 21351, responsible for all blood test analysis and results reporting.
These partners operate independently and are individually responsible for the services they deliver. Cannaray Wellness facilitates access to these services but does not control clinical decision-making.
2. Ordering Products
Orders can be placed online via our website
When you place an order, you will receive an email confirmation acknowledging receipt. This does not mean your order has been accepted.
A contract between you and Cannaray Wellness Ltd will only be formed once we send you a confirmation email stating that your order has been dispatched.
We reserve the right to refuse or cancel any order (for example, due to stock availability, pricing errors, or suspected fraudulent activity).
3. Prices & Payment
All prices are shown in GBP (£) and include VAT where applicable.
Delivery costs (if applicable) will be added to the total before you complete your purchase.
We accept payment through the methods shown at checkout. Payment must be authorised before we dispatch your order.
4. Delivery
Delivery options, timescales, and costs will be shown at checkout.
We aim to deliver within the estimated times provided, but delivery dates are not guaranteed.
If your order is delayed, we will inform you as soon as possible.
Delivery is complete when the products are delivered to the address you provided.
5. Risk & Ownership
Products become your responsibility once delivered to the delivery address you provide.
Ownership of products passes to you only once we have received full payment.
6. Returns, Refunds and Retest Policy
6.1 Blood Test Kits
Due to the consumable and personalised nature of blood test kits, the standard 14-day cancellation right under the Consumer Contracts Regulations 2013 does not apply once a kit has been dispatched. Please choose your test carefully before ordering.
6.2 GLP-1 and Prescription Medications
Payments for GLP-1 medications and other prescription-only medicines are taken directly by Mediva Pharmacy, not by Cannaray Wellness. All refund and cancellation decisions relating to these payments are made entirely at the discretion of Mediva Pharmacy, in accordance with their own terms and clinical policies.
Cannaray Wellness has no authority to issue refunds or make exceptions in respect of payments made directly to Mediva Pharmacy. If you have a query relating to a prescription medication payment or refund, please contact Mediva Pharmacy directly.
7. Faulty or Damaged Products
If your products are faulty, damaged, or not as described, you may be entitled to a refund, repair, or replacement.
Please contact us as soon as possible at support@cannaray.com with details and photos of the issue.
8. Medical Disclaimer
The information provided by Cannaray Wellness, including details on supplements and blood test kits, is for general wellness and informational purposes only. Cannaray Wellness does not provide medical advice, diagnosis, or treatment.
You should always consult your GP, pharmacist, or another qualified healthcare professional with any questions you may have regarding your health, medical conditions, or before starting any new treatment, supplement, or therapy.
Never disregard, avoid, or delay obtaining medical advice from your doctor or another healthcare provider because of information provided by Cannaray Wellness.
If you believe you are experiencing a medical emergency, dial 999 immediately.
9. Regulatory Compliance & Partnership Model
Cannaray Wellness Ltd is a wellness technology platform. We are not registered with the Care Quality Commission (CQC) as a healthcare provider, nor are we a regulated clinic. Clinical services offered through our platform are delivered entirely by our regulated partners.
9.1 Mediva Pharmacy - Clinical Pathways and Pharmacy Services
All clinical pathways including patient consultations, prescribing, and dispensing of medicines are delivered exclusively by Mediva Pharmacy. Mediva Pharmacy is a GPhC-registered pharmacy that operates independently and is solely responsible for all clinical and pharmacist decisions.
Mediva Pharmacy Details:
• GPhC Registration Number: 2060682
• Registered Address: 54 Tanners Drive, Blakelands, Milton Keynes, MK14 5BN, Buckinghamshire, United Kingdom
• Pharmacy Manager and Superintendent Pharmacist: Nayan Shah
Mediva Pharmacy operates in accordance with the requirements of the General Pharmaceutical Council and the Health and Social Care Act 2008. All prescribing clinicians working with Mediva Pharmacy are registered with the relevant UK professional bodies.
9.2 Alderley Diagnostic Laboratory - Blood Test Analysis
All blood test laboratory analysis carried out in connection with services offered through the Cannaray Wellness platform is performed exclusively by Alderley Diagnostic Laboratory. Cannaray Wellness does not carry out laboratory testing and is not responsible for laboratory methodologies, quality systems, or the clinical interpretation of results.
Alderley Diagnostic Laboratory is an accredited laboratory operating in accordance with recognised standards for medical laboratories (including ISO 15189 where applicable) and is accredited by the United Kingdom Accreditation Service (UKAS) No. 21351.
Results produced by Alderley Diagnostic Laboratory are provided for general wellness and informational purposes. They do not constitute a medical diagnosis and should be discussed with your GP or a qualified healthcare professional.
To complete patient verification, the following details may be shared with these partners:
Full name
Date of birth
Residential address
Email Address
If we are unable to verify your identity electronically, you may be asked to provide additional documents, such as a passport, driver’s licence, residence permit, or birth certificate. Any documents provided will be stored securely in compliance with our Privacy Policy.
10. Online Consultations
Certain treatments and services may require you to complete an online health questionnaire. This assessment is used by Mediva Pharmacy's clinical team to determine whether a treatment is clinically safe and appropriate for you. Cannaray Wellness facilitates the collection of this information but does not make any clinical assessments itself.
You must complete this consultation truthfully, accurately, and on your own behalf. If you are unsure about any aspect of your health, you should seek advice from your GP before completing the consultation.
Prescribing clinicians at Mediva Pharmacy will rely on the answers you provide in making their professional assessments. We may contact you for further information before confirming whether a treatment can proceed.
We recommend that you keep your GP informed of any new treatments or prescriptions you receive.
11. Patient Registration
Patient registration for clinical services is carried out by Mediva Pharmacy, not by Cannaray Wellness. Once you have expressed an interest in a clinical service through our platform, Mediva Pharmacy will contact you directly to complete your registration as a patient. You should not consider yourself registered for clinical services until you have received confirmation from Mediva Pharmacy.
As part of this process, Mediva Pharmacy will create and maintain a secure patient record on their systems. This record may include your personal details, consultation history, prescriptions, treatments, and test results. Records are retained by Mediva Pharmacy in accordance with applicable regulatory and professional requirements (typically a minimum of eight years from your last treatment or prescription).
It is your responsibility to provide accurate information during registration and to keep your personal and medical details up to date. If your health status changes (for example, a new diagnosis or new medication), you must inform Mediva Pharmacy promptly, as this may affect your suitability for a service or prescription.
12. Purchasing Products
You must be at least 18 years old and a UK resident to purchase from Cannaray Wellness. We currently only deliver to UK addresses. Orders placed using forwarding services may be cancelled.
12.1 Non-Prescription Wellness Products
Some wellness products do not require a clinical consultation. For certain over-the-counter medicines or regulated health products, a short consultation may be required. All sales are subject to availability.
12.2 Prescription-Only Medicines (POMs)
If your chosen service requires a prescription, the following applies:
· Prescribing decisions are made independently by licensed clinicians working with Mediva Pharmacy.
· You may be asked for additional information before a prescription is issued.
· If a prescription is not approved, you will not be charged for the clinical assessment.
· If approved, your prescription will be issued in your name and dispensed exclusively by Mediva Pharmacy.
· UK law and professional codes of conduct may restrict the frequency and quantity of medication supplied.
Cannaray Wellness does not prescribe or dispense medicines. All prescribing and dispensing decisions remain the sole responsibility of Mediva Pharmacy and its clinicians.
12.3 Repeat Prescriptions
Prescriptions may be issued on a repeat basis, subject to clinical review by Mediva Pharmacy. You will be notified before your prescription expires and advised on how to renew it. Payments for repeat prescriptions are taken in advance of dispensing. Once medication has been dispensed, we cannot issue refunds unless there has been an error.
13. Liability
To the fullest extent permitted by law, Cannaray Wellness is not responsible for indirect or consequential losses, including loss of income, profit, or data.
As a platform intermediary, Cannaray Wellness is not liable for clinical decisions, prescribing decisions, dispensing errors, or laboratory results produced by our regulated partners (Mediva Pharmacy and Alderley Diagnostic Laboratory). Each partner is independently responsible for the services they deliver.
Nothing in these Terms limits or excludes our liability for death or personal injury caused by our own negligence, fraud, or any other liability which cannot lawfully be excluded.
14. Changes to These Terms
We may update these Terms of Sale from time to time. The version in force at the time of your order will apply.
15. Governing Law
These Terms of Sale are governed by English law. You may bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings there.
16. Blood Testing Services
Blood test kits supplied through the Cannaray Wellness platform are manufactured and distributed by RDi, a specialist healthcare kitting and sample collection provider. Laboratory analysis is carried out exclusively by Alderley Diagnostic Laboratory, an independent UKAS-accredited pathology laboratory. Cannaray Wellness does not perform any laboratory analysis.
16.1 Kit Use and Instructions
Each kit contains instructions for safe use and sample collection. Customers must:
· Follow all instructions provided with the kit.
· Use the kit within its expiry date.
· Collect the sample according to the instructions provided.
· Post the sample promptly using the return packaging provided.
Failure to follow instructions may result in the sample being unsuitable for testing.
16.2 Sample Collection and Customer Responsibility
Customers are responsible for collecting their own sample unless otherwise stated. Cannaray Wellness is not responsible for:
· Incorrectly collected samples
• Insufficient blood samples
• Contaminated samples
• Samples returned outside the permitted timeframe
If a sample cannot be analysed, we may provide a replacement kit at our discretion.
16.3 Sample Return and Stability
Some blood samples must be analysed within specific timeframes to ensure accurate results. Customers should:
• Collect samples early in the week (Monday to Thursday).
• Post the sample on the same day as collection.
Cannaray Wellness cannot guarantee that Alderley Diagnostic Laboratory will be able to process delayed or compromised samples.
16.4 Laboratory Analysis - Alderley Diagnostic Laboratory
All laboratory analysis is carried out by Alderley Diagnostic Laboratory, which is accredited by the United Kingdom Accreditation Service (UKAS) and operates in accordance with recognised standards including ISO 15189 for medical laboratories.
Cannaray Wellness does not carry out laboratory analysis and is not responsible for laboratory methodologies, internal quality systems, or any clinical interpretation provided by Alderley Diagnostic Laboratory or healthcare professionals.
16.5 Results and Reporting
Once Alderley Diagnostic Laboratory has completed analysis, results will be made available through the Cannaray Wellness platform. Estimated turnaround times are typically 2–5 working days after the laboratory receives the sample, although this may vary depending on the test. Cannaray Wellness cannot guarantee exact reporting times.
16.6 Interpretation of Results
Blood test results provided through Cannaray Wellness are for general wellness and informational purposes only. They are not intended to diagnose, treat, cure, or prevent any disease or medical condition. Always discuss results with your GP or a qualified healthcare professional.
Reference ranges are provided as general guidance and may vary depending on age, sex, laboratory methodology, and individual health circumstances.
16.7 Abnormal Results
If test results fall outside the laboratory reference range, you may be advised to seek medical advice from your GP or healthcare provider. Cannaray Wellness may provide general educational information about biomarkers but does not provide medical interpretation or treatment recommendations. In rare cases where results indicate a potential urgent health concern, you may be advised to seek urgent medical attention.
16.8 Blood Test Retest Policy
Occasionally, blood samples may not be suitable for full analysis due to factors such as insufficient sample volume, sample clotting, or delays during transit. When this happens, Alderley Diagnostic Laboratory will review the sample to determine which biomarkers can be reliably analysed.
Because Cannaray Wellness offers several different blood test panels, retest eligibility depends on the type of test purchased.
Smaller Targeted Tests
If a biomarker cannot be analysed, we will normally provide a replacement test so the missing marker can be re-analysed.
Larger Multi-Marker Panels
These tests measure a higher number of biomarkers. If one or two biomarkers cannot be analysed, the remaining results will still be issued and the test will be considered successfully processed.
A replacement test may be offered only if:
• Three or more biomarkers cannot be analysed, or
• The sample is rejected by the laboratory due to a quality issue outside the customer’s control.
Where this occurs, Cannaray Wellness may provide a complimentary replacement test at our discretion.
To reduce the risk of sample failure, customers should follow the instructions included in the kit and return their sample Monday–Thursday on the same day the test is taken.
16.9 GLP-1 and Prescription Medication Payments
Payments for GLP-1 medications (such as semaglutide or tirzepatide) and other prescription-only medicines are taken directly by Mediva Pharmacy, not by Cannaray Wellness. All refund and cancellation decisions relating to these payments are made at the sole discretion of Mediva Pharmacy in accordance with their own terms and clinical policies.
Cannaray Wellness has no authority to issue refunds or make exceptions in respect of payments made to Mediva Pharmacy. If you have a query or complaint relating to a GLP-1 or prescription medication payment, please contact Mediva Pharmacy directly.
17. Third-Party Partners
Cannaray Wellness works with a range of carefully selected third-party partners to deliver our services, including:
• Mediva Pharmacy (GPhC No. 2060682) - clinical pathways, prescribing, and dispensing.
• Alderley Diagnostic Laboratory - blood test analysis and results reporting.
• RDi - blood test kit manufacturing, kitting, and sample collection.
• Identity verification providers.
While we carefully select our partners, each provider operates independently and is responsible for the services they deliver. Cannaray Wellness is not liable for the actions, omissions, or decisions of these independent providers.
18. Eligibility
To use Cannaray Wellness services, you must:
• Be 18 years of age or older.
• Be resident in the United Kingdom.
• Provide accurate and truthful information when ordering services.
Certain tests or services may have additional eligibility requirements, which will be shown at the point of purchase.
19. Data Sharing
To process orders and deliver services, Cannaray Wellness may share necessary information with our partner providers (including RDi, Mediva Pharmacy and Alderley Diagnostic Laboratory). This may include your name, date of birth, gender, sample identification number, and contact details where necessary. All personal data is handled in accordance with our Privacy Policy and applicable UK data protection laws.
20. Complaints
If you are dissatisfied with any aspect of our services, please contact our customer support team at support@cannaray.com.
Complaints relating to laboratory analysis or pharmacy services may be referred to the relevant provider (Alderley Diagnostic Laboratory or Mediva Pharmacy) for investigation. Where applicable, customers may also contact the relevant regulatory body:
• General Pharmaceutical Council (GPhC) - for pharmacy-related complaints.
• United Kingdom Accreditation Service (UKAS) - for laboratory-related complaints.
• 21. Service Availability
Cannaray Wellness reserves the right to suspend or withdraw services, change test panels, or change partner providers. Customers will be notified where such changes materially affect existing orders.
22. Force Majeure
Cannaray Wellness shall not be liable for any failure or delay in the performance of its obligations where such failure or delay results from circumstances beyond its reasonable control. This includes, but is not limited to, postal or courier delays, laboratory processing delays, system or platform outages, third-party service interruptions, or other events outside the reasonable control of Cannaray Wellness.
Contact Us
Cannaray Wellness Ltd
Email: support@cannaray.com
Company Registration Number – 16417182
Registered Office Address - 1 Bow Churchyard, London, United Kingdom, EC4M 9DQ
Updated: 13th March 2026
