Terms & Conditions
v2.1 - Last updated: October 1st, 2026
1. General and contracting parties
1.1 These terms and conditions apply to the use of JUVENO's platform and enrolment in treatment programs through the platform.
1.2 When the customer, after medical approval (see clause 3.5), accepts the treatment offer and completes the order, the customer enters into a membership agreement with JUVENO Health B.V. (KVK 42040834, the Netherlands) for access to the platform, membership administration, coordination, customer support and related administrative coordination services within the closed treatment program. JUVENO Health B.V. is the customer's contracting party for the platform and program administration and the sole recipient of payments under these terms. Creating an account and medical approval do not in themselves create a membership agreement or a payment obligation.
1.3 JUVENO Health B.V. does not itself provide healthcare services or medication. Medical assessment and treatment are provided by JUVENO Care ApS, and the preparation, dispensing and shipment of prescribed medication are handled by Glostrup Apotek. These partners act independently within their respective regulated roles.
- JUVENO Care ApS (Denmark, CVR 46292154) - medical consultation, assessment and treatment advice
- Glostrup Apotek (Denmark, CVR 37302872) - preparation and dispensing of medication
1.4 If prescription medical treatment is approved by JUVENO Care ApS, JUVENO Health B.V. coordinates the practical administration of the treatment program. Prescribing is performed solely by an authorised physician. Professional pharmacy matters relating to preparation, dispensing, pharmacy advice, quality and lawful supply of prescribed medication are handled by Glostrup Apotek. JUVENO Health B.V. does not acquire title to, take possession of, stock, resell, dispense or ship medicinal products. Any prescribed medication is supplied directly by Glostrup Apotek to the customer under the pharmacy's regulated responsibility. JUVENO Health B.V. procures the medical services and pharmacy handling services included in the program from JUVENO Care ApS and Glostrup Apotek under separate commercial agreements; the customer's sole payment obligation is the program fee payable to JUVENO Health B.V. (see section 5). JUVENO Health B.V.'s contractual obligations to the customer are limited to platform access, membership administration, coordination and customer support. The obligation to provide medical assessment and treatment is owed to the customer directly by JUVENO Care ApS, and the obligation to prepare and dispense prescribed medication is owed to the customer directly by Glostrup Apotek, in each case in their own name and under their own registration and professional responsibility.
2. Who may use the platform
2.1 The platform is only available to persons who are at least 18 years old and reside in Denmark.
2.2 By creating an account, the customer confirms that they meet the requirements set out in clause 2.1.
3. Use of the platform and order process
3.1 The platform provides access to a coordinated treatment program for hair loss based on an individual medical assessment.
3.2 Account creation and identification. To use the platform's services, the customer must register, create a user account and provide their name and address for electronic and physical correspondence. The customer may only use the services for their own purposes and may not disclose their password or account access to any third party.
3.3 When placing an order, an identity check is carried out via MitID. The order can only be processed after the identity check has been completed. Without an approved identity check, no services will be provided.
3.4 Role of JUVENO Health B.V.: JUVENO Health B.V. operates the platform and provides administrative coordination, membership administration and customer support within a closed treatment program. JUVENO Health B.V. does not itself provide medical or pharmaceutical services. Medical assessment and treatment are provided by JUVENO Care ApS. The professional pharmacy relationship exists between the customer and Glostrup Apotek for matters relating to lawful supply, dispensing, pharmacy advice, quality and medication safety. The customer's commercial payment obligation is limited to the program fee payable to JUVENO Health B.V. JUVENO Health B.V. procures these regulated services from JUVENO Care ApS and Glostrup Apotek under separate commercial agreements as part of the closed program. JUVENO Care ApS and Glostrup Apotek act independently within their respective regulated roles.
3.5 Medical assessment. The medical assessment is carried out by JUVENO Care ApS, where the customer is assessed by an authorised physician on the basis of the information provided by the customer. A treatment program is only initiated if the customer is approved for treatment. If the customer is not approved, no membership is activated and no membership payment is charged. After medical approval, the customer receives a treatment offer and can choose a membership and complete the order. The membership agreement and the payment obligation arise only when the customer accepts the offer and completes the order with an obligation to pay. The membership is activated at the same time. JUVENO Health B.V. then sends a confirmation by email with the agreed membership terms, the start date and any binding period, together with these terms and conditions.
3.6 Upon approval for treatment, the customer gives JUVENO Health B.V. and JUVENO Care ApS limited consent and authorisation to coordinate the prescription and pharmacy ordering process as part of the customer's approved treatment program. This includes transmitting necessary information to the dispensing pharmacy and coordinating related practical administration. Medication is prescribed solely by an authorised physician and dispensed solely by the pharmacy. The pharmacy may refuse, delay or adapt dispensing where required by applicable rules or professional assessment. Matters concerning the dispensing and processing of prescribed medication exist between the customer and the pharmacy.
4. Treatment and medication
4.1 Treatment is individual and is determined by the treating physician based on the customer's information.
4.2 Treatment may include various medicinal products, including magistrally compounded medicinal products as well as authorised medicinal products that may be used following the physician's professional assessment.
4.3 JUVENO Health B.V. cannot guarantee the effect, outcome or suitability of any given treatment. The specific treatment is determined by the treating physician at JUVENO Care ApS on the basis of an individual medical assessment.
5. Membership and payment
5.1 When the customer, after medical approval (see clause 3.5), completes the order, an ongoing membership of the coordinated treatment program is created on the terms the customer has chosen (see section 6). The monthly program fee is the price stated when ordering (in DKK and including VAT where applicable) and is charged automatically each month to the customer's registered payment method. The first membership period begins at activation, and the first program fee is charged no earlier than then. By enrolling, the customer consents to these recurring monthly charges until the membership ends.
5.2 The membership includes access to the platform, membership administration, coordination of the treatment program, customer support, digital resources and administrative handling of the services included in the customer's approved treatment program. The program fee includes access to medical services performed by JUVENO Care ApS under its own registration and responsibility. Where medication is prescribed, the program fee also includes access to the pharmacy handling and delivery services performed by Glostrup Apotek as part of the approved program. JUVENO Health B.V. does not itself provide healthcare services and does not manufacture, stock, prescribe, dispense or distribute medicinal products.
5.3 If medication is prescribed as part of the customer's treatment program, dispensing and delivery are handled by the pharmacy and may take place at intervals based on the valid prescription, the customer's treatment needs, pharmacy assessment and applicable rules. There may therefore be longer intervals between deliveries.
5.4 Payment is collected by JUVENO Health B.V. as merchant of record for the customer's coordinated treatment program. The customer's sole payment obligation under these terms is the monthly program fee payable to JUVENO Health B.V.; the customer does not owe or make any payment to JUVENO Care ApS or Glostrup Apotek. JUVENO Health B.V. procures the services performed by these partners under separate commercial agreements and pays them directly for those services. The platform does not offer a pharmacy product catalogue, and customers cannot purchase or select medicinal products independently of medical assessment and prescription. No third-party sellers use the JUVENO platform to sell products or services.
5.5 A receipt is issued to the customer for each charge. The agreed program fee cannot be increased during a running binding period or an agreed period with a fixed program fee. When an agreed period with a fixed program fee ends, the membership continues at the same program fee (see clause 6.5). Later changes can only be made under section 13. JUVENO Health B.V. notifies the customer individually by email of any such change to the monthly program fee at least 30 days before the change takes effect, and the customer may cancel free of charge with effect no later than before the new fee applies.
5.6 The customer may give notice to cancel the membership at any time via the account settings in the platform or by emailing contact@juveno.health. When the membership ends follows from section 6 and clause 8.5.
6. Membership types and binding terms
6.1 JUVENO may offer memberships with or without an initial binding period and with different program fees. It may be agreed that the program fee is fixed for a specified period. A lower price may be linked to the customer choosing a longer membership period. The specific prices and periods are stated in the offer the customer accepts when ordering and in the confirmation. The length of the membership period and an agreed period with a fixed program fee do not limit the right to cancel under clause 6.4.
6.2 Before the customer completes the order, the monthly program fee, the payment frequency, the chosen membership period, any binding period, any period with a fixed program fee, and the terms for cancellation and continuation are clearly stated.
6.3 Any binding period and any agreed period with a fixed program fee run from the conclusion of the membership agreement and its activation when the order is completed (see clause 5.1). The periods do not run from an earlier medical approval and do not start again when medication is delivered. The customer may give notice to cancel during the binding period with effect from its end, or from an earlier date where clause 6.4 or 6.6 provides for it.
6.4 Regardless of the agreed membership period, the customer may, under section 28 of the Danish Consumer Contracts Act, cancel the membership with one month's notice to the end of a calendar month once five months have passed since the agreement was concluded. Notice may be given earlier, with effect from the earliest possible end date under this rule. If the agreed terms give the customer the right to cancel with effect from an earlier date, those more favourable terms apply. No payment can be required for a remaining membership period after a valid termination. The customer's rights under sections 28-29 of the Danish Consumer Contracts Act are not limited by these terms.
6.5 After the binding period, the membership continues on an ongoing basis with monthly payment and without a new binding period. When an agreed period with a fixed program fee ends, the membership continues at the same program fee; later changes can only be made under clauses 5.5 and 13. JUVENO sends a reminder by email no later than 14 days before an agreed period with a fixed program fee ends. Continuing, renewing or changing membership does not start a new binding period. Existing customers on memberships without binding continue without binding.
6.6 If the treating physician at JUVENO Care ApS decides that the customer's treatment program must end for medical reasons, the membership and any remaining binding period end from the end date the physician sets. Reasons may include side effects, contraindications or other circumstances that, in the physician's assessment, make continued treatment unjustifiable or no longer medically indicated. The customer pays no program fee for the time after this date. Any prepaid program fee for the time after the end is refunded proportionally without delay, and no cancellation fee or repayment of discounts is charged. An ordinary medical adjustment of the treatment does not in itself end the membership.
6.7 A binding period concerns only the commercial membership and does not oblige the customer to receive treatment or use medication. The customer may withdraw their consent to treatment at any time. If the physician has not decided on a medical end under clause 6.6, the commercial consequences follow from the rules on withdrawal and cancellation and from the customer's other mandatory rights.
6.8 Satisfaction guarantee. JUVENO Health B.V. may offer a separate satisfaction guarantee. The offer states whether the customer's membership is covered. The content and conditions of the guarantee, including requirements for treatment duration, adherence to the treatment, documentation and notification of claims, are set out in separate guarantee terms, which the customer can access before completing the order and receives together with the confirmation of the agreement. The guarantee gives the customer rights in addition to the ordinary rights and does not limit the right of withdrawal, the right to cancel, the medically justified end under clause 6.6 or other mandatory rights. The guarantee does not mean a longer binding period and does not promise a particular treatment result.
7. Delivery
7.1 If medication is prescribed, the medication is dispatched or delivered by Glostrup Apotek or the pharmacy's logistics partner. Prescribed medication is normally dispatched within 1-2 working days after the customer completes the order.
7.2 Delivery is made to the address provided by the customer, or alternatively to the nearest parcel locker where this is possible.
7.3 Delivery delays may occur. JUVENO Health B.V. may assist with coordination and customer support, but cannot guarantee delivery times by the pharmacy or logistics partner.
8. Right of withdrawal, cancellation and refunds
8.1 All membership types carry a 14-day right of withdrawal under the Danish Consumer Contracts Act. A binding period does not limit the customer's right of withdrawal. How the right of withdrawal is exercised, and payment for services already provided, follow from clause 8.4. For medicinal products, clauses 8.2-8.3 apply.
8.2 For medicinal products dispensed by a pharmacy, sealed medicinal products whose seal is broken after delivery are likewise exempt from the right of withdrawal, cf. section 18(2)(5) of the Danish Consumer Contracts Act.
8.3 Magistrally compounded medication is prepared specifically for the individual customer and is also exempt from the right of withdrawal under section 18(2)(3) of the Danish Consumer Contracts Act (goods made to the consumer's specifications).
8.4 The membership service provided by JUVENO Health B.V. is subject to a 14-day right of withdrawal running from the conclusion of the agreement, cf. the Danish Consumer Contracts Act. By enrolling, the customer expressly requests that the program commence during the withdrawal period and acknowledges that, if the customer exercises the right of withdrawal, the customer must pay a proportionate amount for the part of the service already delivered before withdrawal was notified. Dispensed medicinal products and compounded medication are exempt from the right of withdrawal as set out in clauses 8.2-8.3. Withdrawal is exercised by an unequivocal statement to contact@juveno.health; the customer may use the statutory model withdrawal form, available on the platform. The customer can also withdraw from the agreement using the "Withdraw from agreement" function on the platform and then confirming the withdrawal. The function is easy to find and available throughout the withdrawal period. When the function is used, JUVENO sends, without undue delay, a receipt by email with the content of the notice and the date and time it was submitted.
8.5 The customer may give notice to cancel their ongoing membership at any time via the account settings in the platform or by emailing contact@juveno.health. For memberships without binding, the cancellation takes effect at the end of the current monthly billing period. For memberships with binding, the cancellation takes effect at the end of the binding period, or at an earlier date under clause 6.4 or 6.6. After the binding period has ended, the membership can be cancelled with effect from the end of the current monthly billing period. An agreed period with a fixed program fee does not postpone the end date. JUVENO confirms receipt and the end date by email. On a valid cancellation, no cancellation fee or repayment of previously obtained membership discounts is charged. Program fee paid for the time after the membership ends is refunded proportionally without delay. Services already provided and medication already ordered, prepared, dispensed, dispatched or delivered are non-refundable, unless otherwise required by mandatory consumer law. This does not limit the refund of program fee for the time after the end or the rights under clauses 6.6 and 8.1-8.4.
8.6 To request a refund or raise a billing dispute, email contact@juveno.health. We respond within 5 working days.
8.7 If a complaint regarding the platform or the membership cannot be resolved with JUVENO Health B.V., the customer may submit a complaint to Center for Klageløsning / Forbrugerklagenævnet via Nævnenes Hus (naevneneshus.dk). Complaints regarding medical treatment may be submitted to Styrelsen for Patientklager (stpk.dk). Complaints regarding pharmacy services may be raised with the Danish Medicines Agency (Lægemiddelstyrelsen).
9. Customer obligations
9.1 The customer is obliged to provide accurate, complete and up-to-date information, including health information.
9.2 The customer is responsible for updating their information if changes occur that may be relevant to the treatment.
9.3 The customer must follow the physician's instructions and use the medication in accordance with the instructions provided.
10. Communication
10.1 The customer accepts that JUVENO and relevant partners may contact the customer in connection with the treatment.
10.2 Contact and clinical information are primarily exchanged via JUVENO's patient portal. JUVENO may additionally contact the customer by email, SMS or telephone where necessary for the treatment.
10.3 The customer may at any time withdraw consent to communication outside the patient portal. Withdrawal may affect the ability to carry out or continue the treatment.
11. Limitation of liability
11.1 JUVENO Health B.V. acts as platform operator and program administrator and is not responsible for the medical assessment, treatment or prescribing of medication.
11.2 JUVENO Care ApS is responsible for the medical treatment, and Glostrup Apotek is responsible for the preparation and dispensing of medication.
11.3 To the fullest extent permitted by applicable law, JUVENO Health B.V. disclaims liability for treatment outcomes or lack of effect, side effects, medical assessments and matters relating to medication.
12. Data protection
12.1 JUVENO processes the customer's personal data, including health data, in accordance with applicable data protection law.
12.2 Information may be shared with JUVENO Care ApS and Glostrup Apotek to the extent necessary to carry out the treatment.
13. Changes to terms
13.1 JUVENO Health B.V. may amend these terms and conditions with at least 30 days' notice where the change is necessary because of changes in legislation or regulatory requirements, or objectively justified changes in the platform's technical or administrative operation. Once both any binding period and any agreed period with a fixed program fee have ended, the program fee may also be adjusted for documented changes in the costs of the services included in the membership, to an extent that matches the change in costs. Changes to the customer's disadvantage do not take effect during a running binding period or an agreed period with a fixed program fee, unless mandatory law requires them. In the event of a change to their disadvantage, the customer may cancel free of charge with effect no later than when the change takes effect. Changes do not introduce a new binding period.
13.2 Changes are notified to the customer individually by email with a clear description of the change, its reason, its effective date and the customer's right to cancel. A reminder that an agreed period with a fixed program fee is ending (see clause 6.5) is not in itself notice of a change to the price or the terms.
14. Miscellaneous
14.1 If any provision of these terms is deemed invalid or unenforceable, this does not affect the validity of the remaining provisions.
14.2 JUVENO Health B.V. is entitled to assign its rights and obligations, in whole or in part, to a third party.
14.3 These terms are governed by Danish law. Venue is the customer's home venue, unless otherwise required by mandatory law.
15. Contracting parties and partners
Merchant of record
JUVENO Health B.V. (KVK 42040834), the Netherlands.
Registered office: Coolsingel 104, 3011 AG Rotterdam, Netherlands.
Medical assessment and treatment
JUVENO Care ApS (CVR 46292154), Kongensvej 21, 2000 Frederiksberg, Denmark.
Treating physician: Peter Bjerring, MD, DMSc - specialist in dermato-venereology (Registered at Styrelsen for Patientsikkerhed).
Dispensing pharmacy
Glostrup Apotek (CVR 37302872), https://www.glostrup-apotek.dk/, Hovedvejen 101, 2600 Glostrup, Denmark - operating under the Danish Medicines Act.
Compounding pharmacy
Glostrup Apotek Magistrel Produktion (CVR 37302872), https://www.magistrel.dk/, Paul Bergsøes Vej 16, 2600 Glostrup, Denmark - operating under the Danish Medicines Act.