General Terms and Conditions

These general terms and conditions apply to all services, orders, and products offered by Transtoyou through its website and related platforms, including digital or mobile applications where applicable.

By using Transtoyou's website and services, the user agrees to these terms and conditions.

Transtoyou reserves the right to modify these terms. Users will be notified of changes at least 10 working days in advance. If a user does not agree with the changes, they may terminate their account.

• The website is intended for personal use only.
• Users must be at least 18 years old and fully legally capable under the laws of their country of residence. By registering or using the platform, the user confirms that they meet this requirement.
• Creating multiple accounts or accounts for third parties is prohibited. Users must not impersonate others or provide false or misleading information during registration, consultation, or ordering processes. Doing so may result in termination of access and legal action.
• Any misuse of the website, including attempts to bypass security measures, abuse of services, or use of the platform for fraudulent, unlawful, or medically unsafe purposes, may result in immediate termination of access, cancellation of orders, and potential legal consequences.
• Upon first use of the website, users are prompted to provide explicit consent for the use of cookies, tracking pixels (such as Meta Pixel, TikTok Pixel), and analytics tools. Users can manage or withdraw their cookie preferences at any time.

Transtoyou facilitates access to licensed physicians and registered pharmacies via its digital platform but is not itself a healthcare provider, pharmacy, or prescriber. Transtoyou does not practice medicine or dispense medications.

• The physicians connected through Transtoyou act fully independently, are licensed in their respective jurisdictions, and are under no obligation to issue a prescription. Transtoyou does not influence or interfere with their clinical judgment.
• Prescription medication is supplied exclusively through registered pharmacies.
• Transtoyou may offer or facilitate access to non-prescription products (such as OTC medicines or supplements) supplied by registered partner pharmacies or authorized retailers. Transtoyou does not manufacture or sell private label food or meal replacement products.
• Medicines and non-prescription products are intended for personal use only.
• All content published on the Transtoyou platform or sent by email is for informational purposes only. It does not constitute medical advice, diagnosis, or treatment. Always consult a qualified healthcare provider for personal medical concerns.
• Transtoyou's services and product offerings are only available in jurisdictions where such services are legally permitted. It is the user's responsibility to ensure that accessing or using the services is lawful in their country of residence.

Users must create a personal account to access and purchase services through the Transtoyou platform.

• Each user is responsible for ensuring that all personal information provided during registration and use of the platform is accurate, complete, and up to date.
• Creating multiple accounts per person, or accounts on behalf of others without their explicit consent, is strictly prohibited.
• Transtoyou reserves the right to request proof of identity in cases of suspected fraud, abuse, or regulatory obligations.

All personal data is processed in accordance with the General Data Protection Regulation (GDPR) and Transtoyou's Privacy Policy.

A medical intake must be completed for all prescription products. Users can choose between an online questionnaire, a video consultation, or a chat consultation, depending on the options available for the specific product.

• If the website does not offer a video or chat consultation option for a product, the user must complete an online questionnaire. Conversely, if no questionnaire is available, a live consultation must be scheduled.
• Physicians independently assess whether to issue a prescription based on the medical information provided through the selected intake method. Transtoyou has no influence over the consultation process, the assessment of the medical questionnaire or conversation, the decision to prescribe, or the specific treatment recommended.
• The physician acts entirely independently and is not influenced in any way by Transtoyou when prescribing medication or treatments.

Following a consultation, if a physician approves a prescription, an order will be generated on behalf of the user. The user will be notified and must complete payment within the specified timeframe to receive the product. Unpaid orders will be automatically cancelled after the deadline expires.

Transtoyou is not responsible for any incorrect medical assessment, diagnosis, or prescription decisions made by independent physicians connected to the platform.

Medicines are supplied exclusively through independent, registered pharmacies. Transtoyou acts as an intermediary and does not directly dispense or ship any prescription medication.

• The user authorizes a licensed carrier to collect and deliver the products from the pharmacy on their behalf. This authorization is granted at the time of placing the order.
• Transtoyou is not responsible for shipping delays, transport-related issues, customs clearance, or any applicable import duties or taxes. Users are responsible for ensuring that products may be legally imported into their country of residence.
• If a user fails to respond to required medical questions, intake updates, or clarification requests from the prescribing physician, the order may be cancelled without entitlement to a refund.

Nutritional products are delivered either directly by Transtoyou or via a partner pharmacy, depending on the shipping method selected at checkout.

If a product is unavailable, the user will be notified promptly and a full refund will be issued for the unavailable item.

Subscriptions are automatically renewed at the end of each billing cycle unless cancelled at least 48 hours prior to the next scheduled renewal.

• Subscriptions can be cancelled at any time via the user account dashboard or by contacting customer support.
• Cancellation takes effect at the end of the current billing cycle and the user receives immediate confirmation.

Once a subscription is cancelled (either by the user or by Transtoyou), it cannot be reactivated. A new subscription application must be submitted, including a full reassessment and, where applicable, a new medical consultation.

All prices listed on the Transtoyou platform include applicable VAT and are subject to change without prior notice.

• Transtoyou reserves the right to refuse or investigate suspicious or irregular payments, especially in cases involving unusual order behavior, inconsistent account details, or potential misuse of medical services.
• To prevent fraudulent transactions, Transtoyou may require a one-time identity verification before processing an order. Failure to comply with this verification may result in cancellation of the order without refund.
• Orders may be cancelled in the event of unresolved payment issues, suspected fraud, or regulatory concerns.
• If an order is not paid within 21 days, it will be automatically cancelled and cannot be reactivated. A new order must be placed if the user still wishes to proceed.

In accordance with EU Directive 2011/83/EU on consumer rights, customers have the right to withdraw from their purchase of non-prescription products within 14 days of receiving their order.

• To exercise this right, customers must notify Transtoyou via customer service prior to returning any items.
• The right of withdrawal applies only to products that are unopened, unused, and in their original packaging.

Transtoyou guarantees that all delivered products comply with the legal requirements of quality, safety, and conformity, as applicable under relevant EU and national consumer protection laws.

If a delivered product is defective or non-compliant, users are entitled to request a solution in accordance with statutory warranty rights. Depending on the situation, this may include replacement, repair, or partial/full refund. Customers must report any issues within a reasonable timeframe after discovery.

All images, product descriptions, specifications, and data displayed on the Transtoyou website or in email communications are for informational purposes only. These do not constitute legally binding representations and cannot give rise to compensation or cancellation of the order.

Obvious errors or omissions in pricing, product information, or service descriptions shall not bind Transtoyou, its affiliated physicians, or partner pharmacies. Transtoyou reserves the right to correct such errors at any time.

Customers may submit complaints, questions, or concerns by email to info@transtoyou.com.

• Complaints will be acknowledged within 5 working days and will be resolved within 14 days, where reasonably possible.
• If a complaint cannot be resolved within this timeframe, the user will be informed of the delay, the reason for it, and the expected resolution period.

Transtoyou always aims to resolve any issues with fairness, transparency, and in accordance with applicable EU and national laws.

If a dispute cannot be resolved, EU consumers may submit the dispute to an accredited Alternative Dispute Resolution (ADR) body in their country of residence.

All content on the Transtoyou website, including but not limited to text, images, product descriptions, videos, logos, graphics, and underlying source code, is the exclusive property of Transtoyou or its licensors and is protected under applicable intellectual property laws.

• It is strictly prohibited to copy, reproduce, distribute, republish, download, post, transmit, or commercially exploit any part of the website without prior written consent from Transtoyou.
• Users are granted a limited, non-exclusive, non-transferable license to access and use the platform for personal and non-commercial purposes only.
• Any unauthorised use of the content may result in legal action and claims for damages.

All personal data is processed in accordance with the General Data Protection Regulation (GDPR) and relevant national privacy laws.

Transtoyou only collects and processes personal information that is strictly necessary for the provision of services, including medical consultations, prescription handling, product delivery, account management, and legal compliance.

Transtoyou acts solely as a technical and administrative intermediary between users, independent physicians, and licensed pharmacies. As such:

• Medical Decisions: Transtoyou is not liable for medical decisions made by physicians, including diagnoses, treatment plans, or the issuance or refusal of prescriptions. Physicians act independently and bear full professional responsibility.
• Pharmaceutical Services: Transtoyou is not liable for pharmaceutical errors, delays, or issues related to the dispensing of medication by partner pharmacies. All pharmaceutical services are performed under the sole responsibility of the pharmacy.
• Product Use: Transtoyou is not liable for any damage, side effects, or adverse events caused by incorrect, inconsistent, or unauthorized use of products supplied through the platform.

Users agree to use all products strictly as prescribed and in accordance with instructions provided by the physician, pharmacist, or manufacturer.

These terms and conditions are governed by the laws of Estonia, where Transtoyou is legally established.

Any disputes arising from the use of the platform, services, or these terms shall be submitted to the competent court in Estonia, unless mandatory provisions of consumer protection law in the customer's country of residence provide otherwise.

Nothing in this clause shall limit the consumer's right to bring proceedings in their own EU Member State, in accordance with Regulation (EU) No 1215/2012 on jurisdiction and the recognition and enforcement of judgments in civil and commercial matters.

These Terms and Conditions are made available in multiple languages for the convenience of users.

• In the event of any inconsistency, discrepancy, or conflict between language versions, the English version shall prevail and be legally binding in all respects.
• All non-English versions of these Terms and Conditions are provided for informational purposes only and do not establish any legal rights or obligations.
• No rights may be derived from the translated versions. In case of doubt, interpretation, or dispute, reference shall be made exclusively to the original English text.

Transtoyou is committed to operating responsibly and minimizing its environmental impact. We actively strive for sustainable practices in the production, packaging, and distribution of our nutritional products and services.

• Where possible, we use eco-friendly, recyclable, or biodegradable materials for packaging, and we collaborate with suppliers who share our values of environmental stewardship.
• Customers are encouraged to reuse or recycle packaging in accordance with local regulations and to dispose of medical products safely and responsibly.
• Transtoyou continuously evaluates its processes to reduce waste and promote sustainable healthcare and nutrition delivery across all markets.

All content made available on the Transtoyou website, platform, social channels, or via email is provided for general informational purposes only. This includes educational articles, product descriptions, FAQs, and other materials.

• Such content does not constitute medical advice, diagnosis, or treatment and should never be used as a substitute for a consultation with a qualified healthcare provider.
• Users should always seek the guidance of a licensed medical professional for any personal health concerns, symptoms, or treatment decisions.
• Treatment outcomes, suitability, and product effects may vary per individual, dosage, and jurisdiction. No informational content on the platform guarantees a specific result.
• User reviews, testimonials, or success stories reflect individual experiences and do not constitute medical claims or promises of outcome.