Terms & Conditions

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 uses the platform and enrols in the treatment program, the customer enters into an agreement with JUVENO Health BV (KVK 42040834, the Netherlands) for access to the platform, subscription administration, coordination, customer support and related administrative coordination services within the closed treatment program. JUVENO Health BV is the customer's contracting party for the platform and program administration and the sole recipient of payments under these terms.

1.3 JUVENO Health BV 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 BV 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 BV 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 BV 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 BV (see section 5). JUVENO Health BV's contractual obligations to the customer are limited to platform access, subscription 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 BV: JUVENO Health BV operates the platform and provides administrative coordination, subscription administration and customer support within a closed treatment program. JUVENO Health BV 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 BV. JUVENO Health BV 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 treatment subscription is activated and no subscription payment is charged.

3.6 Upon approval for treatment, the customer gives JUVENO Health BV 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 BV 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. Subscription and payment

5.1 Upon approval for treatment, an ongoing coordinated treatment subscription is created. The monthly program fee is the price stated at checkout (in DKK and including VAT where applicable) and is charged automatically each month to the customer's registered payment method. By enrolling, the customer consents to these recurring monthly charges until the subscription is cancelled.

5.2 The subscription includes access to the platform, subscription 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 BV 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 BV 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 BV; the customer does not owe or make any payment to JUVENO Care ApS or Glostrup Apotek. JUVENO Health BV 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. JUVENO Health BV will notify the customer of any change to the monthly program fee at least 30 days before the change takes effect, and the customer may cancel before the new fee applies.

5.6 The customer may cancel the subscription at any time via the account settings in the platform or by emailing [email protected], cf. clause 7.5.

6. Delivery

6.1 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 5 business days after dispensing.

6.2 Delivery is made to the address provided by the customer, or alternatively to the nearest parcel locker where this is possible.

6.3 Delivery delays may occur. JUVENO Health BV may assist with coordination and customer support, but cannot guarantee delivery times by the pharmacy or logistics partner.

7. Right of withdrawal, cancellation, and refunds

7.1 Agreements concerning healthcare services, including medical assessment and treatment, are not subject to the consumer's right of withdrawal, cf. section 7(2)(1) of the Danish Consumer Contracts Act.

7.2 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.

7.3 Magistrally compounded medication is prepared specifically for the individual customer and is also exempt from the right of withdrawal under section 18(2)(4) of the Danish Consumer Contracts Act (goods made to the consumer's specifications).

7.4 The subscription service provided by JUVENO Health BV 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. Healthcare services, dispensed medicinal products and compounded medication are exempt from the right of withdrawal as set out in clauses 7.1-7.3. Withdrawal is exercised by an unequivocal statement to [email protected]; the customer may use the statutory model withdrawal form, available on the platform.

7.5 The customer may cancel their ongoing treatment subscription at any time via the account settings in the platform or by emailing [email protected], with effect from the next billing period. Services already provided and medication already ordered, prepared, dispensed, dispatched or delivered are non-refundable, unless otherwise required by mandatory consumer law.

7.6 To request a refund or raise a billing dispute, email [email protected]. We respond within 5 working days.

7.7 If a complaint regarding the platform or subscription cannot be resolved with JUVENO Health BV, 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).

8. Customer obligations

8.1 The customer is obliged to provide accurate, complete and up-to-date information, including health information.

8.2 The customer is responsible for updating their information if changes occur that may be relevant to the treatment.

8.3 The customer must follow the physician's instructions and use the medication in accordance with the instructions provided.

9. Communication

9.1 The customer accepts that JUVENO and relevant partners may contact the customer in connection with the treatment.

9.2 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.

9.3 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.

10. Limitation of liability

10.1 JUVENO Health BV acts as platform operator and program administrator and is not responsible for the medical assessment, treatment or prescribing of medication.

10.2 JUVENO Care ApS is responsible for the medical treatment, and Glostrup Apotek is responsible for the preparation and dispensing of medication.

10.3 To the fullest extent permitted by applicable law, JUVENO Health BV disclaims liability for treatment outcomes or lack of effect, side effects, medical assessments and matters relating to medication.

11. Data protection

11.1 JUVENO processes the customer's personal data, including health data, in accordance with applicable data protection law.

11.2 Information may be shared with JUVENO Care ApS and Glostrup Apotek to the extent necessary to carry out the treatment.

12. Changes to terms

12.1 JUVENO Health BV may amend these terms and conditions with 30 days' notice.

12.2 Changes will be notified to the customer via the platform or by electronic communication.

13. Miscellaneous

13.1 If any provision of these terms is deemed invalid or unenforceable, this does not affect the validity of the remaining provisions.

13.2 JUVENO Health BV is entitled to assign its rights and obligations, in whole or in part, to a third party.

13.3 These terms are governed by Danish law. Venue is the customer's home venue, unless otherwise required by mandatory law.

14. Contracting parties and partners

Merchant of record

JUVENO Health BV (KvK 42040834), the Netherlands.

Registered office: Coolsingel 104, 3011AG 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.

Customer contact

[email protected]