Terms of Service — Pharmassist
Legal

Terms of Service

Last updated: April 2026

1. Introduction

These Terms of Service ("Terms") govern your use of the Pharmassist platform ("Service"), operated by Aven Systems Ltd ("Company", "we", "us"), a company registered in England and Wales (Company Number: 17156019) with its registered office in London, England.

By creating an account or using the Service, you ("Pharmacy", "you") agree to be bound by these Terms. If you do not agree, do not use the Service.

2. What the Service does

Pharmassist is an automated patient retention tool for pharmacies. It allows you to:

  • Log patient services (e.g. flu vaccinations, NMS, blood pressure checks)
  • Automatically send follow-up emails to patients at clinically appropriate intervals
  • Track scheduled and sent communications
  • View retention metrics for your pharmacy

3. Eligibility

The Service is intended for use by UK-registered pharmacies and their authorised staff. By signing up, you confirm that:

  • You are authorised to act on behalf of the pharmacy
  • Your pharmacy is registered with the General Pharmaceutical Council (GPhC) or equivalent regulatory body
  • You will use the Service in compliance with all applicable laws and professional standards

4. Your account

You are responsible for:

  • Maintaining the confidentiality of your login credentials
  • All activity that occurs under your account
  • Ensuring that only authorised staff access the Service
  • Notifying us immediately if you suspect unauthorised access

You must not share login credentials between individuals. Each user should have their own account.

5. Pricing and payment

5.1 Free trial

New pharmacies receive a 30-day free trial. During the free trial, all features of the Service are available at no charge. A valid payment card is required at signup so the subscription can begin automatically at the end of the trial — see clause 5.2.

5.2 Paid subscription

At the end of the 30-day free trial, the subscription begins automatically and is charged at the rate stated at signup (currently £79 per month, or £780 per year if billed annually). Payment is collected via Stripe. All prices are exclusive of VAT where applicable. To avoid being charged, you must cancel from your account settings before the trial ends. We do not send reminder emails before the first charge.

5.3 Payment terms

Payment is due at the start of each billing period. If payment fails, we will attempt to collect payment again. If payment remains outstanding for more than 14 days, we reserve the right to suspend your access to the Service until payment is received.

5.4 Price changes

We may change our pricing with 30 days written notice. If you do not agree to the new price, you may cancel your subscription before the new price takes effect.

6. Your responsibilities

6.1 Patient data

  • Ensuring you have a lawful basis under UK GDPR to contact patients whose details you add to Pharmassist
  • Ensuring patient data you enter is accurate and up to date
  • Informing patients that their data will be processed by Pharmassist on your behalf (we recommend updating your pharmacy privacy notice to include this)
  • Handling any Subject Access Requests or other data rights requests from your patients, with our assistance as needed

6.2 Service usage

  • Using the Service only for sending service-related follow-up communications to patients
  • Not using the Service to send marketing, promotional or advertising emails to patients
  • Not uploading data for individuals who have not received a service at your pharmacy
  • Providing a valid booking link for your pharmacy
  • Keeping your pharmacy details (name, address, contact information) up to date

6.3 Compliance

  • Complying with all applicable laws, including UK GDPR, the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations (PECR)
  • Maintaining your GPhC registration throughout your use of the Service
  • Signing our Data Processing Agreement before processing patient data through Pharmassist

7. Our responsibilities

  • Operating the Service and sending automated follow-up emails on your behalf, on schedule
  • Maintaining the security of the platform and the data stored within it
  • Processing patient data only in accordance with your instructions and our Data Processing Agreement
  • Providing reasonable support via email at hello@pharmassist.co.uk
  • Notifying you of any data breach that affects your patient data, in accordance with our Data Processing Agreement

8. Service availability

We aim to keep the Service available at all times but do not guarantee uninterrupted access. The Service may be temporarily unavailable due to:

  • Planned maintenance (we will give reasonable advance notice where possible)
  • Unplanned technical issues
  • Factors beyond our reasonable control

We are not liable for any loss or damage arising from Service unavailability.

9. Intellectual property

9.1 Our intellectual property

The Pharmassist platform, including its design, software, email templates, retention flow logic, branding and documentation, is owned by Aven Systems Ltd. You are granted a non-exclusive, non-transferable licence to use the Service for the duration of your subscription.

9.2 Your data

You retain ownership of all patient data and pharmacy data you upload to the Service. We do not claim any ownership rights over your data. We process your data solely to provide the Service and in accordance with our Data Processing Agreement.

10. Acceptable use

You must not:

  • Use the Service to send unsolicited marketing or promotional emails
  • Add patient data for individuals who have not received a service at your pharmacy
  • Attempt to access data belonging to other pharmacies
  • Share your login credentials with unauthorised individuals
  • Reverse-engineer, copy or redistribute any part of the Service
  • Use the Service in any way that violates applicable law or professional standards
  • Upload malicious content or attempt to compromise the security of the Service

We reserve the right to suspend or terminate your account if you breach these terms.

11. Limitation of liability

11.1 What we are not liable for

To the maximum extent permitted by law, Aven Systems Ltd is not liable for:

  • Clinical outcomes, patient health decisions or missed appointments
  • Inaccurate data entered by the pharmacy or its staff
  • Patients not receiving or not reading emails (due to spam filters, incorrect email addresses or other factors outside our control)
  • Loss of revenue, profits or anticipated savings
  • Indirect or consequential losses of any kind
  • Actions or omissions of third-party service providers (email delivery services, hosting providers)

11.2 Cap on liability

Our total aggregate liability under these Terms, whether in contract, tort or otherwise, shall not exceed the total fees paid by you to us in the 12 months preceding the event giving rise to the claim.

11.3 Nothing excluded

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.

12. Data protection

We process patient data on your behalf as a data processor. The terms of this processing are set out in our Data Processing Agreement, which forms part of these Terms. By using the Service, you agree to the terms of our Data Processing Agreement.

Our Privacy Policy, available at pharmassist.co.uk/privacy.html, explains how we collect and use data in full.

13. Termination

13.1 By you

You may cancel your subscription at any time by contacting us at hello@pharmassist.co.uk. Cancellation takes effect at the end of your current billing period. You will not be charged for the following period.

13.2 By us

We may terminate or suspend your account:

  • Immediately, if you materially breach these Terms (including the Acceptable Use policy)
  • With 30 days written notice, for any other reason

13.3 Effect of termination

Upon termination:

  • Your access to the Service will be revoked
  • All pending scheduled messages will be cancelled and will not be sent
  • We will retain your data for 30 days to allow you to request an export
  • After 30 days, all pharmacy and patient data will be permanently deleted from our systems
  • We will confirm deletion in writing upon request

14. Changes to these Terms

We may update these Terms from time to time. We will notify you of material changes by email at least 30 days before they take effect. Your continued use of the Service after changes take effect constitutes acceptance of the updated Terms. If you do not agree with the changes, you may cancel your subscription before they take effect.

15. General

15.1 Governing law

These Terms are governed by the laws of England and Wales. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

15.2 Entire agreement

These Terms, together with our Privacy Policy and Data Processing Agreement, constitute the entire agreement between you and Aven Systems Ltd regarding your use of the Service.

15.3 Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

15.4 Waiver

Our failure to enforce any provision of these Terms does not constitute a waiver of that provision.

16. Contact

Aven Systems Ltd
Company Number: 17156019
London, England
Email: hello@pharmassist.co.uk