General terms and conditions

Version 1.0 - 27 August 2025

These conditions apply to all agreements concluded via wellumo.com for (tele)consultations, medicines and additional products/services between Wellumo B.V. and the consumer.

1. Applicability

1. These terms and conditions apply to all agreements between you and Wellumo.
2. Deviations only apply if agreed in writing.

2. Services & medical process

1. Wellumo facilitates the telecare process. A BIG-registered doctor decides autonomously whether treatment is medically justified.
2. The pharmacy reviews and releases prescriptions/deliveries. Wellumo does not advertise POM drugs to the public; content is general education.

3. Account, data accuracy & identification

1. You guarantee that all (medical) data is complete and accurate.
2. Wellumo verifies your age/identity via an ID check.Stripe). 

4. Subscriptions, prices and payment

1. Subscriptions deliver periodically according to your setting; rates and duration are clearly stated in advance.
2. You consent to periodic direct debits/payments for successive deliveries until cancellation.
3. Prices are in EUR, incl. VAT (where applicable) and excl. shipping/refrigeration charges unless otherwise indicated.

5. Delivery

1. Delivery is in principle made within the Netherlands to the address you provide.
2. Chilled or temperature-sensitive medication may be subject to a signature requirement or collection point.
3. Force majeure (including disruptions, strikes, government measures) may affect delivery times.

6. Right of withdrawal & return policy

1. Prescription medicines and other hygiene-sensitive, sealed goods are not suitable for return; if the seal has been broken after delivery, the right of withdrawal is excluded (Art. 6:230p Civil Code).
2. For services (such as a medical (tele)consultation), if you expressly agree to immediate performance and waive withdrawal once the service has been provided, no right of withdrawal applies.
3. If returns are excluded by law, we do not process medication returns.

7. Money-back guarantee

Wellumo offers a no-quibble money-back guarantee of 45 days on selected treatment courses. If the Customer is not satisfied with the effect of the treatment, a refund request can be submitted within 45 days of commencement of the course, provided the following conditions are met.

You are only eligible for a refund if:

1. I No noticeable effect experienced during the first 45 days of treatment;
2. The treatment plan fully and demonstrably followed, including prescribed dosages, consultation times and lifestyle advice;
3. Is minimal 4 progress reports (e.g. weight or other relevant indicators) have been registered via the Wellumo platform, spread over at least 3 weeks;
4. The refund request is submitted within 45 days after the first delivery, and prior to any follow-up delivery;
5. The treatment has not been stopped prematurely without consulting a treating physician.

The warranty does not apply if:

1. There is a case of misuse of the medication or not following medical advice;
2. The treatment was adjusted or interrupted due to medical necessity (e.g. side effects or contraindications);
3. External factors influencing the result, such as non-compliance with nutritional or lifestyle advice;
4. I have previously followed a similar process through Wellumo.;
5. There is evidence of abuse or misuse of the scheme.

Scope of reimbursement:

1. The warranty applies exclusively to the first prescription order;
2. Costs for medication, consultations and pharmacy services already provided may be excluded from reimbursement in whole or in part;
3. Any refunds will be processed within 14 days after approval of the request

A refund request can only be submitted via your personal account, stating relevant information about the usage and progress of the treatment. Wellumo will review the request within 14 working days.

8. Cancellation after intake and before dispatch

If the Customer revokes or cancelsetition the agreement after the intake by the doctor has taken place and the order has been created, but before the medicinal product has actually been dispatched to கோயில the Customer, the Customer owes Wellumo a fee of EUR 50 (say: fifty euros) as proportional compensation for the services already rendered. This fee is made up as follows:
       Medical assessment by doctor: EUR 40;
       b. administrative processing of the order: EUR 10.

9. Complaints and disputes (Wkkgz)

1. Submit complaints via klachten@wellumo.com or via your account. We will respond within 2 working days.
2. We have a complaints officer and are affiliated with the Geschillencommissie Zorg Algemeen (recognised Wkkgz dispute resolution body).

10. Liability

1. Wellumo shall not be liable for indirect damages. Our total liability per occurrence is limited to the amount paid by you for the relevant delivery, unless in the case of intent or wilful misconduct.
2. Medical decisions lie with the doctor; pharmaceutical quality decisions with the pharmacy.

11. Intellectual Property

1. All content and marks on the website remain the property of Wellumo or its licensors.

12. Amendments

1. Wellumo may amend these terms and conditions. In the event of substantial changes, we will inform you in good time.

13. Applicable Law & Jurisdiction

1. Dutch law applies.
2. Disputes shall be submitted to the competent court in Utrecht (NL), without prejudice to mandatory consumer law.

14. Business and chain partners (placeholders)

Wellumo B.V. - Chamber of Commerce: 98633546 - VAT: NL868577807 - Address: Euroweg 21, 3825 HA Amersfoort - E-mail: info@wellumo.com - Tel: 033-2588593.

These Terms and Conditions come into force on the above date/version.

Contact details

Wellumo B.V. - Chamber of Commerce: 98633546 - VAT: NL868577807

Address: Euroweg 21
3825 HA Amersfoort

Email: info@wellumo.com - Phone: 033-2588593