Every policy, published
Terms, privacy, cookies, acceptable use, refunds, service levels, clinical scope and accessibility. Nothing here is "available on request".
Documents that govern our relationship
These apply across every Nexiv Labs division. Where a division has additional terms — clinical scope, marketplace seller rules — they are called out inside the relevant document.
Terms of Service
The agreement governing use of our websites, platforms and division services: accounts, orders, payment, intellectual property, liability, suspension and termination.
Privacy Policy
What personal data we collect, why, the lawful bases we rely on, how long we keep it, who we share it with, international transfers and your rights.
Cookie Policy
Which cookies and similar technologies we use, what each category does, how long they last, and how to change your preferences.
Acceptable Use Policy
Conduct, content and technical restrictions that apply to everyone using our platforms, marketplaces and APIs — including marketplace listing rules.
Refunds & Cancellations
Cancellation rights, refund windows by division, subscription changes, marketplace escrow and disputes, and how chargebacks are handled.
Service Level Agreement
Uptime commitments, incident severity definitions, response and restoration targets, support hours, exclusions and the service credit schedule.
Medical & Veterinary Notice
What our telehealth services can and cannot do, prescribing limits, who is clinically responsible, and what to do in an emergency. Read this before using Nexiv Health or Nexiv Vet.
Accessibility Statement
Our WCAG 2.2 AA target, what is implemented, known limitations, how we test, and how to report a barrier so we can fix it.
Who these documents bind
All policies on this page are issued by Nexiv Labs and apply to every division of the group unless a document says otherwise.
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Legal entityNexiv Labs
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Trading name / payment descriptorA-SERVICE-A
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Business addressLees Street, Address line 2, Pendlebury, M27 6BU, United Kingdom
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Support addressLees Street, Pendlebury, M27 6BU, GB
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Legal & privacy contact
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Support phone
How we change these documents
Policies are versioned and dated. When we make a material change, we do the following:
- Update the "last updated" date at the top of the document
- Give at least 30 days' notice to account holders before it takes effect
- Email registered contacts where the change affects their rights or costs
- Keep the previous version available on request for 24 months
Changes required by law or to address a security risk may take effect immediately; we will still tell you.
Nothing on this site is legal or clinical advice. These documents describe how Nexiv Labs operates and what we commit to. They do not advise you on your own obligations. Where your use of our services carries a regulatory dimension — clinical governance, animal welfare, financial promotion — you should take your own qualified advice.