Welcome to RUHE. These Terms and Conditions ("Terms") govern your access to and use of our website www.ruhe.uk (the "Website"), our online store, and any related services (collectively, the "Services"). By accessing or using our Services, you agree to be bound by these Terms. If you do not agree with any part of these Terms, please do not use our Services. Ruhe health ltd (no. 14927318) ("RUHE", "we", "us", or "our"), with its registered office at Suite A, 82 James Carter Road, Mildenhall, United Kingdom, IP28 7DE, is responsible for the content and operations associated with these terms.

• "Account" means a registered user account on our Website.
• "Customer", "You", "Your" means any person accessing or using our Services.
• "Contract" means these Terms and any other policies or agreements referenced herein.
• "Products" means the food supplements and any other products offered through our Services.
• "Services" means our Website, online store, and any related services provided by RUHE.
• "Terms" means these Terms and Conditions, together with our Privacy Policy and any other policies referenced herein.

By accessing and using our Services, you acknowledge that you have read, understood, and agree to be bound by these Terms, including our Privacy Policy. If you do not agree to these Terms, you must not use our Services

3.1 Age Requirement: To use our Services, you must be at least 18 years old. By accessing and using our Services, you confirm that you meet this age requirement.

3.2 United Kingdom Use: Our Services are intended for use by residents of the United Kingdom. We make no representation that the Services are appropriate or available for use in other locations.

3.3 Children: Our Services are not intended for use by children under the age of 18. If you are under 18, please do not use our Services or provide any personal information.

4.1 Account Creation: To access certain features of our Services, you may be required to create an Account. You agree to provide accurate, current, and complete information during the registration process and to update such information as necessary.

4.2 Account Security: You are responsible for maintaining the confidentiality of your Account login information and are fully responsible for all activities that occur under your Account. You agree to notify us immediately at support@ruhe.uk of any unauthorised use of your Account.

5.1 Product Description: Our Products are food supplements tailored to customers using quizzes. We strive to ensure that all information about our Products is accurate, complete, and up-to-date. The full description of each Product can be found on your product page, and ingredients are kept in the customer hub under the ingredients tab. However, we do not warrant that the descriptions are error-free.

5.2 Medical Disclaimer: Our Products and Services are not intended to diagnose, treat, cure, or prevent any disease. The content provided is for informational purposes only and is not medical advice. Always consult with a qualified healthcare professional before starting any new supplement regimen.

5.3 Adverse Reactions: If you experience any adverse reactions, side effects or feel that our supplements may not be agreeing with you, you should immediately discontinue use and consult with a qualified healthcare professional. It is your responsibility to monitor your health while using our Products. RUHE is not responsible for any adverse effects caused by continued use after the onset of such reactions.

5.4 Domestic Use: Our Products are intended for personal use only. You agree not to use our Products for any commercial, business, or resale purposes.

5.5 Suitability for Specific Groups: Our Products are not intended for use by individuals who are pregnant or breastfeeding, and unsuitable for anyone under the age of 18. If you fall into any of these categories, please refrain from using our Products. Always consult with a healthcare professional before starting any new supplement regimen, particularly if you are pregnant, breastfeeding, or have any medical conditions.

5.6 Responsibility for Suitability: It is the customer's responsibility to ensure that the Products are suitable for their personal health and circumstances. Our Products are not intended for individuals who are pregnant, breastfeeding, or those with pre-existing health conditions, known sensitivities, or allergies and unsuitable for anyone under the age of 18. Before using any supplement, you must consult with a qualified healthcare professional to confirm that the Products are appropriate for you. RUHE accepts no liability for any adverse effects or harm resulting from your failure to seek medical advice before using our Products.

5.7 Proper Use: Our Products should only be used in accordance with the provided usage instructions. RUHE will not be held liable for any adverse effects resulting from improper use of our Products, including exceeding the recommended dose or using the Product for purposes other than those stated in the instructions.

5.8 Misuse of Products: RUHE accepts no liability for any harm or adverse effects resulting from misuse, improper use, or use of the Products by anyone other than the customer to whom the Products were originally supplied. Products should be used in accordance with their intended purpose and as instructed on the packaging or in related materials.

5.9 Information Disclaimer: The information provided on our Website, through quizzes, or other related services is for general informational purposes only and should not be considered medical advice. It is your responsibility to interpret and act on this information appropriately and consult a healthcare professional if you have any doubts or concerns. RUHE is not liable for any consequences arising from the personal interpretation or misuse of the information provided.

5.10 Allergies and Sensitivities: Our Products may contain allergens or ingredients that could cause sensitivities. It is your responsibility to review the list of ingredients provided on our Website or packaging prior to use. RUHE will not be liable for any adverse reactions caused by known allergies or sensitivities to the ingredients in our Products.

5.11 Individual Results May Vary: While our supplements are designed with care and tailored based on quizzes, RUHE does not guarantee specific results. Each individual may respond differently to the Products, and it is your responsibility to monitor their effectiveness. RUHE is not liable for any failure to achieve specific health outcomes as a result of using our Products.

5.12 Non-Foreseeable Risks: RUHE will not be liable for any harm or adverse effects resulting from risks that were not reasonably foreseeable at the time of the contract. This includes, but is not limited to, unknown sensitivities or reactions to the ingredients used in our Products, provided that the Products have been used in accordance with the provided instructions and warnings, and that RUHE has met its obligations under the Consumer Rights Act 2015 to supply goods that are of satisfactory quality, fit for purpose, and as described.

5.13 Compliance with Safety Standards: All our products comply with applicable UK laws and regulations related to product safety, including but not limited to the Food Supplements (England) Regulations 2003 and General Product Safety Regulations 2005. We take all reasonable steps to ensure that our supplements meet the required safety standards for health and safety. In addition to compliance with safety standards, under the Consumer Rights Act 2015, our products must be of satisfactory quality, fit for purpose, and as described. If any product fails to meet these standards, you are entitled to a repair, replacement, or refund, depending on the circumstances.

6.1 Placing an Order: By placing an order through our Website, you are making an offer to purchase Products subject to these Terms.

6.2 Order Acceptance: All orders are subject to availability and acceptance by us. We reserve the right to refuse or cancel any order for any reason.

6.3 Pricing: All prices are in British Pounds Sterling (GBP) and include VAT where applicable. We reserve the right to change prices without notice. 

6.4 Pricing Errors: While we strive to ensure that all pricing information on our Website is accurate, errors may occasionally occur. If we discover an error in the price of any Product you have ordered, we will inform you as soon as possible and give you the option to reconfirm your order at the correct price or cancel it. If we are unable to contact you, we will treat the order as cancelled. If you choose to cancel and have already paid for the Product, you will receive a full refund.

6.5 Payment: Payment must be made at the time of placing your order. We accept various payment methods as indicated on our Website.

6.6 Order Confirmation: Upon placing an order, we will send you an email confirmation containing the details of your order and a copy of these Terms and Conditions in a durable medium. This confirmation will be sent promptly after the order is made.

6.7 Content Transmission: You acknowledge that your content (excluding credit card information) may be transmitted unencrypted and involve transmissions over various networks and changes to conform to technical requirements. Credit card information is always encrypted during transfer over networks.

6.8 Important Notice on Personalised Goods: Due to the personalised nature of our Products, they are exempt from the right to cancel under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This means that once your order has been confirmed, you will not be able to cancel the order or return the goods, unless the Products are faulty or not as described.

6.9 Subscription Service: If you opt into our subscription service, you will be charged every 30 days, and you will receive 30 days' worth of Products with each charge. We will notify you via email at least 7 days before each renewal to remind you of the upcoming charge. You may cancel or modify your subscription at any time before the next billing date through the 'Subscription' section in your Account. The subscription will automatically renew every 30 days until you choose to cancel or modify it.

6.10 Cancelling or Changing Subscription: You can cancel or change your subscription at any time through the “Subscription” section on your Account on the Website or by contacting us at support@ruhe.uk. To ensure that changes take effect for your next delivery, any modifications or cancellations to your subscription must be made before the upcoming billing date for your next delivery.

7.1 Delivery Address: We will deliver the Products to the address you provide at checkout. Please ensure that the delivery address is accurate and complete. Deliveries are free of charge for all orders to the UK. The delivery details, including the estimated delivery time, will be confirmed during the checkout process.

7.2 Delivery Timing: We aim to dispatch Products promptly; however, delivery times are estimates and not guaranteed. We will make every effort to deliver your Products within 30 days from the date of order unless otherwise agreed. If we are unable to deliver within 30 days, you have the right to cancel the Contract and receive a full refund. Refunds will be processed within 14 days of your cancellation request.

7.3 Risk and Ownership: Ownership of the Products will pass to you once we have received full payment. Risk in the Products passes to you upon delivery.

7.4 Refused Deliveries: If you refuse to accept delivery of your order, are unavailable for delivery, or fail to collect your parcel from a pickup point, we will refund non-personalized items to you after the parcel is returned to our fulfilment centre. Up to a £10 charge incurred from our carriers for returning the parcel will be deducted from your refund.

Nothing in these Terms and Conditions affects your statutory rights under the Consumer Rights Act 2015. This includes your right to receive goods that are of satisfactory quality, as described, and fit for purpose. If any Product fails to meet these standards, you are entitled to a repair, replacement, or refund, as appropriate.

8.1 Faulty or Damaged Products: If you receive a faulty or damaged Product, please contact us at support@ruhe.uk within 14 days of receipt. We will arrange for a replacement or refund.

8.2 Change of Mind: Due to the personalised nature of our Products, we cannot accept returns or provide refunds for change of mind. Each Product is specially tailored to meet your unique requirements and cannot be resold or reused.

8.3 Taste Preference: If you have concerns about the taste of our Products, please contact us at support@ruhe.uk. We do not issue refunds based on flavour preference but will provide tips and recommendations.

8.4 Refund Eligibility: To be eligible for a refund, returned items must be unopened, with all packaging seals intact, and in the same condition as when received.

8.5 Refund Process: Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within 14 working days of receiving the returned goods, or proof of return, whichever is earlier. Refunds will be processed to the original payment method used for the purchase.

8.6 Return Instructions: To arrange a return, please contact us at support@ruhe.uk for instructions.

8.7 Cost of Return: You are responsible for the cost of returning the Products to us unless the Products are faulty or not as described. In cases where the Products are faulty, we will cover the return shipping costs. Please ensure you use a tracked shipping service, and retain proof of postage. We will not be responsible for returned goods that are lost or damaged in transit.

8.8 Digital Content: If we provide any digital content as part of our Services, you have the right to cancel the digital content before it is downloaded or accessed. By accessing or downloading the digital content, you acknowledge that you lose your 14-day right to cancel under Regulation 37 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If the digital content is faulty or not as described, you are entitled to a repair or replacement, or if that is not possible, a refund, as outlined in the Consumer Rights Act 2015.

8.9 Right to Cancel: In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers have the right to cancel their order for any standard (non-personalised) products within 14 days of receiving the goods without providing any reason. This cancellation period will expire after 14 days from the day on which you or a third party (other than the carrier) takes possession of the goods. To exercise the right to cancel, you must inform us of your decision to cancel this Contract by contacting us at support@ruhe.uk. You may use the model cancellation form below, but it is not obligatory. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired. If you cancel this Contract, we will reimburse you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). Reimbursement will be made without undue delay, and not later than 14 days after we receive the returned goods or evidence that you have returned the goods. We will carry out such reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement. Returned goods must be sent back without undue delay and no later than 14 days after you have communicated your decision to cancel the contract. You will bear the direct cost of returning the goods unless the goods are faulty or not as described. Upon receipt of your cancellation notice, we will confirm your cancellation in a durable medium (such as email), as required under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This confirmation will serve as proof of your cancellation request.

8.10 Right to Reject: In accordance with the Consumer Rights Act 2015, if any Product you receive is faulty or not as described, you are entitled to reject the Product and receive a full refund within 30 days of receiving the Product, even if the Product is personalised. If more than 30 days have passed since delivery, we may offer to repair or replace the Product. If a repair or replacement is not possible or does not resolve the issue, you may be entitled to a partial refund. To exercise your right to reject a faulty or misdescribed Product, you must notify us either via email at support@ruhe.uk or by post to our registered address. You must send the goods back to us within 14 days of notifying us of your rejection. The refund will be processed within 14 days of receiving the returned goods or proof that you have sent them. Please note that you will bear the cost of returning the goods unless they are faulty or not as described. This right to reject applies only to faulty or misdescribed Products. Personalised Products are exempt from the right to reject for reasons of change of mind under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013. However, if a personalised Product is faulty or not as described, you are entitled to a full refund under the Consumer Rights Act 2015 if the issue is reported within 30 days of receipt.

8.11 Goods As Described: In accordance with the Consumer Rights Act 2015, our Products must be as described, of satisfactory quality, and fit for purpose. If a Product does not meet these standards, you are entitled to a repair, replacement, or refund.

You can use the following form to notify us of your decision to cancel the contract:

(Complete and return this form only if you wish to withdraw from the contract)

To: Ruhe, Unit 133228, PO Box 7169, Poole, BH15 9EL, United Kingdom; Email: support@ruhe.uk

I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract for the sale of the following goods (*)/for the supply of the following service (*),

Ordered on (*)/received on (*),

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

(*) Delete as appropriate

In accordance with Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, personalised goods are excluded from the right to cancel. Due to the personalised nature of our Products, we cannot accept returns or provide refunds for change of mind. Each Product is specially tailored to meet your requirements and cannot be resold or reused. However, if the Product is faulty or not as described, you are entitled to a repair, replacement, or refund, in accordance with the Consumer Rights Act 2015.

9.1 Eligibility: If you are not satisfied with our Product, you may initiate a refund of your first order within 30 days of the order date by returning the remainder of the Product (including packaging and extras) and emailing us at support@ruhe.uk without needing to provide any further reason. This guarantee applies only to your first order with us and can only be exercised once per customer. Special promotions and trial offers are excluded from this guarantee. This guarantee does not affect your statutory rights.

9.2 Refund Request: If the Product is not as described or if you are unsatisfied, you may request a refund within 30 days of the order date by contacting us at support@ruhe.uk. Please provide your name, order number, the date of your order, and your address. Upon receipt of your request, we will inform you of the return process, including the address to which the Product must be sent. Return shipping costs will not be reimbursed.

9.3 Return Process: You are required to return the remainder of the Product, including packaging and the mixer using a trackable shipping service. Please provide us with the tracking number immediately after dispatch by emailing support@ruhe.uk. Refunds will be processed to the original payment method within 14 days of our receipt of the returned Product.

9.4 Conditions: The full price will only be refunded if the Product and packaging are returned, and the mixer is returned in its original condition. If the mixer is not returned, 20% will be deducted from your refund. If the mixer is returned but not in its original condition, we may deduct up to 20% from your refund, depending on the extent of the damage. This condition is in place to help prevent abuse of the refund policy. The 30-Day Money-Back Guarantee applies only to your first purchase or subscription and can only be exercised once per customer. Special promotions, trial offers, and sample-sized purchases are excluded from this guarantee. Products must be returned in their original packaging, with no more than 21 sachets or servings (3 weeks worth) used. This limit is in place to help prevent loopholes and abuse of the refund policy and ensure fairness to all customers. This 30-Day Money-Back Guarantee is offered in addition to your statutory rights, which are not affected.

9.5 After-Sales Services: We are committed to providing excellent customer service. If you have any questions or require assistance with our Products after purchase, please contact us at support@ruhe.uk.

9.6 Commercial Guarantees: In addition to your statutory rights, we offer this 30-day guarantee on your first purchase. All details of this guarantee are provided in Sections 9.1 to 9.5.

10.1 Eligibility: To participate in our referral programme, you must be an existing customer with an active Account. By referring friends to RUHE, you agree to comply with these Terms.

10.2 How It Works: To refer a friend, share your unique referral link or code provided in the “Referrals” section on your Account dashboard or in the referral page. Your friend must use this link or code when making their first purchase for the referral to be valid.

10.3 Referral Rewards: For each successful referral where your friend completes a qualifying purchase using your link or code, you will receive a reward as specified on our Website. The specific reward will be credited to your Account once the referred friend's order has been confirmed and is not returned or refunded.

10.4 Restrictions:

• New Customers Only: The referral reward applies only to new customers who have not previously made a purchase from RUHE.
• Use and Eligibility: The programme is intended for individual users to share with friends, family, and personal networks. Commercial referrals or partnerships may be allowed with prior approval from the company. Automated methods of referral generation are permitted, provided they align with the company’s guidelines. The company reserves the right to review and approve high-volume referral activity to ensure compliance. Fraudulent or deceptive activities designed to manipulate the programme will result in immediate disqualification.
• No Self-Referrals: You may not refer yourself or create multiple Accounts to exploit the referral programme.
• Compliance: Referrals must comply with all applicable laws and regulations, including data protection and privacy laws.

10.5 Changes to the Programme: We reserve the right to modify or terminate the referral programme at any time without notice. Any rewards earned before changes or termination will still be honoured, provided they were earned in compliance with these Terms.

10.6 Non-Transferable: Referral rewards are non-transferable and may not be redeemed for cash or used in conjunction with other promotions unless otherwise specified.

10.7 Tax Implications: You are responsible for any tax liabilities arising from receiving referral rewards. Please consult your tax advisor if you have questions regarding how this may impact you.

10.8 Abuse of Programme: We reserve the right to suspend or terminate your participation in the referral programme if we suspect any breach of these Terms or any fraudulent or unlawful activity.

All content on our Website, including text, graphics, logos, images, and software, is the property of RUHE or its licensors and is protected by UK and international intellectual property laws. You are granted a limited, non-exclusive, non-transferable licence to access and use the Website for personal, non-commercial purposes. You may not reproduce, duplicate, copy, sell, resell, or exploit any portion of the Services without express written permission from us.

You agree not to use the Services:

• For any unlawful purpose.
• To solicit others to perform unlawful acts.
• To infringe upon or violate our intellectual property rights or the rights of others.
• To harass, abuse, insult, harm, defame, or discriminate.
• To submit false or misleading information.
• To upload or transmit viruses or any malicious code.

Our Website may contain links to third-party websites or services that are not owned or controlled by RUHE. We have no control over, and are not responsible for, the content, privacy policies, or practices of any third-party websites. You acknowledge and agree that RUHE is not liable for any damage or loss caused by or in connection with your use of any third-party websites or services.

14.1 Exclusions: Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under UK law. We cannot limit or exclude any liability for failure to meet your statutory rights, including but not limited to the right to receive goods of satisfactory quality, fitness for purpose, and compliance with the description provided. These rights are guaranteed under the Consumer Rights Act 2015 and cannot be excluded.

14.2 Limitation: To the fullest extent permitted by law, we shall not be liable for any indirect, incidental, special, or consequential damages arising from your use of the Services.

In addition, to the fullest extent permitted by law, our total liability to you for any claims arising under these Terms, whether in contract, tort (including negligence), or otherwise, shall be limited to the amount paid by you for the Products and Services that gave rise to the claim.

You agree to indemnify, defend, and hold RUHE and its affiliates, partners, officers, directors, agents, contractors, licensors, service providers, and employees harmless from any third-party claims, demands, or actions, including reasonable attorney's fees, due to or arising out of your breach of these Terms or violation of any law or third-party rights.

These Terms are governed by and construed in accordance with the laws of England and Wales, without regard to its conflict of law principles. Any disputes shall be resolved in accordance with the dispute resolution process outlined in Section 17.

If you have a dispute with us, please contact us at support@ruhe.uk to seek a resolution. If we cannot resolve the dispute informally, we may agree to refer the matter to mediation through the Centre for Effective Dispute Resolution (CEDR) in London.

In accordance with the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, if a dispute cannot be resolved internally, we will provide you with details of an appropriate Alternative Dispute Resolution (ADR) provider. While we are not obliged to use ADR for all disputes, we will inform you if ADR is available for your case. You may also contact the Centre for Effective Dispute Resolution (CEDR) at www.cedr.com for more information on ADR services.

If any provision of these Terms is deemed invalid, void, or unenforceable, that provision shall be deemed severable and shall not affect the validity and enforceability of any remaining provisions.

These Terms constitute the entire agreement between you and RUHE regarding your use of our Services, superseding any prior or contemporaneous agreements, communications, and proposals, whether oral or written, between you and RUHE.

If you have any questions about these Terms, please contact us on our contact page or at:

• Email: support@ruhe.uk

Your use of our Services is governed by our separate Privacy Policy, which explains in detail how we collect, use, and protect your personal data in accordance with the UK GDPR. This includes your rights to access, rectification, erasure, and data portability, as well as how we handle any special category data you provide. You can view the full Privacy Policy here.

Please note that by using our Services, you consent to the processing of your personal data as outlined in the Privacy Policy. For the processing of special category data, you will be asked to provide explicit consent, which you can withdraw at any time by contacting us at support@ruhe.uk. Please note that withdrawing consent may impact our ability to provide certain personalised products or services.

Our Website uses cookies to improve your browsing experience and analyse our traffic. Essential cookies are necessary for the functioning of the Website and do not require your consent. However, non-essential cookies, such as those used for marketing or analytics, require your explicit consent in compliance with the Privacy and Electronic Communications Regulations (PECR). By using the Website, you will be asked to provide consent for these non-essential cookies, which can be managed through your browser settings or our cookie consent tool.

For more detailed information on how we use cookies and how your data is processed, please refer to Section 7 of our Privacy Policy here.

RUHE shall not be liable for any delay or failure to perform any of its obligations under these Terms if such delay or failure is caused by events beyond our reasonable control, including but not limited to acts of God, war, terrorism, civil unrest, pandemics, natural disasters, strikes, government actions, or any other event deemed beyond our control. If such an event occurs, we will notify you as soon as reasonably possible and take steps to minimise any impact on the Services provided.

If you are dissatisfied with any aspect of our service or Products, you can submit a complaint by contacting us at support@ruhe.uk.

• Acknowledgment of Complaints: We will acknowledge receipt of your complaint within 14 days of receiving it.
• Complaint Resolution: We aim to resolve complaints within 28 days of acknowledgment. If we require more time, we will inform you of the delay and provide a new expected resolution time frame.
• Escalation Process: If you are not satisfied with our response, you may request to escalate your complaint. In this case, a senior representative will review your complaint and respond within a further 14 days.

We reserve the right to amend these Terms at any time. Changes will be posted on this page and are effective immediately. For any material changes that affect your rights or obligations, we will notify you via email or another appropriate method. It is your responsibility to check this page periodically for updates. Your continued use of the Services following the posting of any changes constitutes acceptance of those changes.