Terms and Conditions

These Terms and Conditions ("Terms") govern your use of the website joinveora.com ("Website") and the services we offer through it ("Services").

Véora is operated by Véora Group B.V.("Véora", "we", "us"), established at Keizersgracht 452, 1016 GD Amsterdam, registered with the Dutch Chamber of Commerce under number 99989786, VAT number NL869217094B01.

Véora is a digital healthcare platform that facilitates medically supervised treatment programmes using GLP-1 receptor agonists (including tirzepatide) for patients with a medical indication for weight management. We connect you with an independent, BIG-registered physician and with a pharmacy established in the Netherlands that is licensed to prepare and dispense prescription medication.

Important: you enter into two separate agreements.

• An agreement with Véora for use of the platform, facilitation of the care pathway and supplementary support services.
• A medical treatment agreement within the meaning of Article 7:446 of the Dutch Civil Code (the Medical Treatment Contract Act, Wgbo) with the treating physician, and — where medication is delivered — a purchase agreement with the affiliated pharmacy.

Véora is responsible for the organisational part of the care pathway. Medical decisions are made exclusively by the treating physician, who is the individual healthcare professional responsible for the medical treatment. Véora is, however, responsible for the quality of the platform and for the organisational aspects of the care pathway that lie within its sphere of influence.

By creating an account, starting the intake process or using our Services, you confirm that you have read, understood and accepted these Terms. If you do not agree, you must not use our Services.

To use our Services, you must meet the following requirements. You must be at least 18 years old and under 65, although the physician may, in individual cases and on medical grounds, deviate from this age limit. You must reside in the Netherlands or in another European country we designate. You must be legally competent and authorised under the laws of your country of residence to enter into a legally binding agreement. During registration, intake and throughout the entire treatment pathway you must provide truthful, complete and current information. You must use our Services exclusively for yourself and must not create an account on behalf of a third party.

GLP-1 treatment is not suitable for everyone. Our Services are expressly not intended for individuals who are pregnant, intend to become pregnant during the treatment period or are breastfeeding, nor for individuals with a personal or family history of medullary thyroid carcinoma or multiple endocrine neoplasia type 2 (MEN2). The same applies to individuals with known acute or chronic pancreatitis, serious gastrointestinal conditions or severe hepatic or renal impairment, and to individuals with a known hypersensitivity to tirzepatide or other ingredients of the medication. In addition, the Services are not accessible to individuals under 18 or to individuals for whom the physician identifies another contraindication.

The final assessment of eligibility lies exclusively with the treating physician.

Véora. Véora operates the platform, arranges the digital intake, facilitates communication between you, the physician and the pharmacy, and provides non-medical support such as customer service, account management and lifestyle information. Véora is responsible for the protection of your personal data, as described in the Privacy Policy, and for the proper functioning of the Website and the Care platform.

The treating physician. Your physician is BIG-registered and independently authorised to practise. The physician reviews your intake, determines whether GLP-1 treatment is medically appropriate, issues a prescription where indicated and monitors your treatment. The physician acts in accordance with their professional standard and the Wgbo. The physician is independent of Véora in the exercise of their profession.

The pharmacy.The affiliated pharmacy is established in the Netherlands and licensed by the Dutch Health and Youth Care Inspectorate (IGJ). The pharmacy prepares and delivers the prescribed medication exclusively on the basis of a valid prescription from the treating physician. In addition to these Terms, the pharmacy's own delivery and compounding terms apply to the purchase and delivery of the medication.

Your role.You provide all requested medical information truthfully, follow the physician's advice, read the patient information leaflet, promptly report side effects or changes in your health via your dashboard or the designated contact channel, and inform your GP or other treating practitioners about your participation in the Véora pathway. You give consent for your up-to-date medication history to be made available to the treating physician. Without this medication history no prescription can be issued.

4.1 Intake and assessment

The medical intake consists of a structured questionnaire that maps your state of health, medical history, current medication and relevant lifestyle factors. Your answers are shared with the treating physician via a secure connection. You give consent for your up-to-date medication history to be made available to the treating physician. Without this medication history no prescription can be issued. A contact moment between you and the treating physician always takes place before a first prescription is issued. During or after that contact moment the physician may ask additional questions or request further investigation, such as blood values, before reaching a decision.

4.2 Prescription

A prescription is issued only where the physician concludes that treatment is medically indicated and appropriate. Issuing a prescription is not an automatic consequence of payment. If the physician concludes that treatment is not appropriate, you will be notified and, where applicable, will receive a refund in accordance with section 8.

4.3 Registered use and individual clinical assessment

Tirzepatide (brand name Mounjaro) is authorised in the European Union for the treatment of type 2 diabetes and for weight management in adults with obesity, or with overweight in the presence of at least one weight-related comorbidity. The treating physician prescribes solely on the basis of an individual clinical assessment and in accordance with the applicable medical guidelines and the physician’s professional standard.

4.4 Dose adjustments

New patients start, in principle, on 2.5 mg, in accordance with the product information. Dose increases take place only on medical grounds and only with the explicit approval of the treating physician. You will receive a notification before any possible increase. An increase is never applied automatically without your confirmation and the physician's approval. Where a higher dose is approved, the price is adjusted with effect from the next billing cycle.

4.5 Stopping or adjusting treatment for medical reasons

The treating physician may at any time decide to interrupt, lower or end the treatment where medically necessary — for example in the event of severe side effects, new contraindications or insufficient clinical effect. In such cases, your membership and any future deliveries are adjusted or suspended, and any excess amounts paid are refunded in accordance with section 8.

4.6 Side effects and safety reporting

You are required to report serious or unexpected side effects without delay via your dashboard or the designated contact channel. Independently of this, you may report side effects to the Netherlands Pharmacovigilance Centre Lareb (lareb.nl). In the event of acute medical complaints, you must contact your GP, the GP out-of-hours service or 112 immediately.

You must keep your login credentials secure and must not share them with third parties. You are responsible for all actions carried out under your account. You must keep your personal, medical and contact details up to date. We may suspend or terminate your account if you breach these Terms, provide false or misleading information, or where necessary for safety or regulatory reasons. We will inform you as soon as reasonably possible in such cases.

6.1 Ongoing treatment (membership)

When you choose "Ongoing Treatment", your first payment activates a recurring subscription. Subsequent payments are collected monthly via the payment method you have chosen, such as SEPA direct debit, iDEAL, credit card or another method offered on the Website. The membership continues until you cancel it in accordance with section 8 or it ends in another manner.

6.2 Membership tiers

Your membership tier is determined by the length of your uninterrupted active membership. Each tier is associated with a monthly discount:

• Member: from the start of the membership, a discount of €10 per month;
• Core Member: after 6 months of uninterrupted active membership, a discount of €20 per month;
• Inner Circle: after 12 months of uninterrupted active membership, a discount of €30 per month.

Tier upgrades are applied automatically. Pricing adjustments arising from reaching a higher tier take effect on your next billing cycle.

6.3 Single order

With a single order, you make one payment and no subscription is created. Single orders do not include membership benefits. After one month you are contacted for a follow-up review by the treating physician. A single order does not include the continuous monitoring that is part of an ongoing membership.

7.1 Price structure

Our current rates, subject to medical approval, are:

The price difference between doses reflects the purchase price of the medication. Neither the treating physician nor Véora has any financial interest in a higher dose being prescribed. The physician's remuneration is independent of the dose, the number of prescriptions issued and the duration of treatment.

All prices are in euros and include VAT where applicable. The price covers the medication, the medical assessment, the pharmacy fee and Véora's platform service. Shipping within the Netherlands is included unless stated otherwise.

7.2 Payment service provider

Payments are processed by one or more external licensed payment service providers. The provider handling your payment is shown at checkout. We do not process or store full payment details ourselves. Our privacy statement names the payment service providers we currently work with.

7.3 Failed payment

If a recurring payment fails, we will send you a notification with the option to update your payment method. If payment is not received within 7 calendar days, we may pause your membership and suspend the next delivery until the outstanding payment has been settled.

7.4 Price changes

We may adjust our rates from time to time. Announced price changes will be communicated to you by email at least 30 calendar days before the effective date. You have the right to cancel your membership free of charge before the new price takes effect.

This section describes how you can cancel your membership or single order, when and how refunds are issued, and what happens with prescription medication. Different rules apply depending on the type of order and whether medication has already been dispensed.

8.1 Your statutory right of withdrawal (14-day cooling-off)

Under Article 6:230o of the Dutch Civil Code, you generally have a statutory right of withdrawal of 14 calendar days for distance contracts. For our Services, the following applies:

For prescription medication, the right of withdrawal is excluded under Article 6:230p(f) of the Dutch Civil Code, because the medication is a sealed pharmaceutical product that is not suitable to be returned for reasons of health protection and hygiene. Once dispensed by the pharmacy, prescription medication cannot lawfully be returned, refunded or reused, regardless of whether the packaging has been opened.

For the medical service, the right of withdrawal lapses as soon as the service has been performed with your express prior consent, under Article 6:230p(d) of the Dutch Civil Code. You provide this consent when you submit your intake. If the medical service has not yet started, you may still withdraw within 14 calendar days by emailing support@joinveora.com.

For non-prescription benefits that have not yet been used (such as unused membership benefits or unused coaching sessions), you may exercise your right of withdrawal within 14 calendar days of activation by emailing support@joinveora.com.

8.2 Refund on medical rejection

If, after reviewing your intake, the treating physician concludes that GLP-1 treatment is not medically appropriate for you, you will receive an automatic full refund of all amounts paid in connection with that intake and any associated subscription set-up. No request from you is required.

• The refund covers the medical consultation fee, the first month's subscription fee and any prepaid amounts.
• The refund is issued to the original payment method.
• The refund is initiated within 7 business daysof the physician's rejection decision and will reach your account within 14 calendar days at the latest, depending on processing times of your bank or card scheme.
• Your subscription, if already created, is automatically cancelled with effect from the moment of rejection. No further collections take place.
• You will receive a confirmation email at each stage: rejection, refund initiation and refund completion.

8.3 Cancellation of an ongoing membership by you

You may cancel your monthly membership at any time, free of charge, with no minimum term and no cancellation fee. To cancel, use the cancellation function in your dashboard or send an email to support@joinveora.com.

The cancellation takes effect at the end of your current billing period. There is no minimum term, no notice period beyond the current billing period and no cancellation fee. This means:

• No further monthly payments will be collected after the current billing period ends.
• You retain access to medication and clinical support that have already been paid for in the current billing period.
• Already-paid membership fees for the current billing period are not refunded, as the medical oversight, platform service and any medication delivered for that period have been performed or made available.
• We confirm your cancellation in writing within 2 business days.

8.4 Single Month Treatment — cancellation and refund

A Single Month Treatment is a one-off purchase, not a subscription. After payment:

• If the physician has not yet started your medical review, you may cancel within 14 calendar days and receive a full refund (Section 8.1).
• If the physician rejects you on medical grounds, you receive a full automatic refund (Section 8.2).
• If the physician has approved you and the medication has been dispensed by the pharmacy, the order is final and no refund is possible, except in the situations described in Section 8.5 (defective or incorrect delivery).
• A Single Month Treatment does not create a recurring subscription and does not need to be cancelled separately to prevent future charges.

8.5 Defective, damaged or incorrect delivery

This section concerns your statutory right to a conforming product under Article 7:17 of the Dutch Civil Code and the transport risk allocation under Article 7:11 of the Dutch Civil Code. Transport risk lies with the pharmacy until the medication is delivered to you.

If your medication arrives in any of the following conditions, you are entitled to a free replacement:

• the outer or inner packaging is visibly damaged on receipt,
• the pen or vial is damaged on receipt,
• the cold-chain has been broken during transit and this is documented by the temperature indicator or visible signs,
• the medication is past its expiry date,
• the wrong product, wrong dose or wrong quantity has been delivered.

What to do:

1. Do not use the product.
2. Contact support@joinveora.com within 7 calendar days of receipt, including your order reference, clear photos of the product and outer packaging, and a brief description of the issue.
3. We coordinate with the pharmacy to arrange a free replacement. If replacement is not possible, the affected item is refunded.
4. Do not return the defective product by post unless we explicitly instruct you to. Defective or damaged medication must be disposed of according to the instructions we provide, or handed in at any Dutch pharmacy or municipal collection point for safe disposal.

8.6 Damage or loss after delivery (the user's responsibility)

Once the medication has been delivered to you in good condition, responsibility for the product transfers to you. The following situations are not covered by any refund, replacement or guarantee and remain at your own risk and expense:

• damage caused by dropping, mishandling or improper storage of the pen, vial or other medication,
• damage caused by failing to follow the storage instructions in the patient information leaflet or in the instructions provided by the pharmacy (including but not limited to refrigeration requirements),
• loss, theft or misplacement of the medication after delivery,
• damage caused by use that is contrary to the medical instructions of the treating physician,
• expiry of the medication after delivery as a result of delayed use by you.

If you accidentally damage your medication and need a replacement, you must place a new paid order through the platform. Replacement is subject to medical approval and the standard pricing in Section 7.

8.7 Returns of prescription medication: not accepted

For reasons of safety, hygiene and compliance with the Dutch Medicines Act (Geneesmiddelenwet) and pharmaceutical professional standards, prescription medication that has been dispensed and delivered cannot be returned for refund or credit, regardless of whether the packaging has been opened or remains sealed. This is a legal requirement, not a commercial choice. Returned medication cannot be reissued to another patient and must be destroyed.

Unused or expired medication can be handed in at any Dutch pharmacy or at a municipal hazardous-waste collection point (KCA-inzamelpunt) for safe disposal. We can provide instructions on request.

The only exceptions to this no-return rule are the situations described in Section 8.5 (defective or incorrect delivery).

8.8 Pausing your membership

You may pause your active membership temporarily on request via support@joinveora.com. During a pause:

• no medication is dispensed,
• no monthly payments are collected,
• your membership status, tier benefits and any accrued referral credits are preserved for a maximum of 12 months from the start of the pause.

If the membership is not reactivated within 12 months, it is automatically terminated and any accrued credits lapse.

8.9 Termination by Véora

We may terminate your account or membership where you breach these Terms, where you provide false or misleading medical information, where continued treatment is no longer clinically appropriate, or where required by law or by a competent authority. In such cases:

• we inform you in writing as soon as reasonably possible,
• any prepaid amounts for services not yet delivered are refunded within 14 calendar days,
• medication already dispensed is not refundable (Section 8.7).

8.10 No guarantee of treatment outcome

Statements about average outcomes from clinical studies of tirzepatide (Mounjaro) or other GLP-1 medications are factual references to published research. They are not individual guarantees and we do not offer a money-back guarantee based on weight loss results or any other clinical outcome. The absence of a desired clinical outcome does not give rise to a right of refund.

This is consistent with Dutch pharmaceutical advertising rules, medical professional standards and the independent clinical judgement of the treating physician.

8.11 Refund processing

Where a refund is due under this Section 8, it is processed as follows:

• refunds are issued to the original payment method,
• where possible, refunds are initiated within the timelines stated in the relevant subsection,
• in all other cases, refunds are initiated within 14 calendar days of the refund being approved,
• bank or card scheme processing times may add additional days before the refund appears on your statement.

If you have not received an expected refund within the stated timeframe plus 5 business days, contact support@joinveora.com.

8.12 Complaints about refunds

If you believe a refund or cancellation has not been handled correctly, please first contact support@joinveora.com. If we cannot resolve the matter, you may submit your complaint via the channels described in Sections 12 and 15 of these Terms, including the Authority for Consumers & Markets (ACM) and the European Online Dispute Resolution platform.

Nothing in this Section 8 limits your mandatory statutory rights as a consumer or patient under Dutch and EU law.

Every active member receives a unique referral link or referral code in their dashboard. A referral credit is awarded once the referred person has completed the intake questionnaire and made payment. The credit is not linked to the outcome of the medical assessment.

The credit amount depends on the referrer's membership tier at the time of the referral. For a Member the credit is €100, for a Core Member €125 and for an Inner Circle member €150.

Credits are automatically applied to the next monthly invoice and, if unused, remain available as long as the membership is active. Credits cannot be exchanged for cash, are not transferable to third parties and cannot be combined with other discount offers unless expressly stated otherwise.

We reserve the right to investigate abuse, including self-referrals, fictitious accounts or automated sign-ups. Where appropriate, we may revoke credits, suspend accounts and pursue claims. We may amend or end the referral programme at any time with reasonable notice of at least 30 calendar days.

To meet the requirements that apply to the remote prescribing and delivery of prescription medication and to prevent abuse and identity fraud, we ask you to verify your identity. Verification is carried out by our processor iDenfy. For this purpose you upload a valid identity document, such as a passport, ID card or driving licence. The document is processed in encrypted form. The verification outcome is retained by Véora to the extent necessary. The source document itself is not retained by Véora any longer than is strictly necessary for verification. See our Privacy Policy for details.

A medical record is created by or on behalf of the physician for the treatment. In accordance with Article 7:454 of the Dutch Civil Code, this record is retained for at least 20 years, calculated from the date of the most recent entry, or for as much longer as reasonably follows from the duty of care of a good healthcare provider.

Full information about the processing of your personal data — the legal bases, recipients, transfers, retention periods and your rights under the General Data Protection Regulation (GDPR) — is set out in our Privacy Policy at joinveora.com/privacy.

For questions about data protection, please contact our Data Protection Officer at fg@joinveora.com.

We strive for excellent service. If you have a complaint, you can submit it as follows.

12.1 Complaints about the Véora service

For complaints about the platform, support or billing, please send your complaint to support@joinveora.com. You will receive an acknowledgement within 2 business days and, in principle, a substantive response within 14 calendar days.

12.2 Complaints about medical care

For complaints about the medical assessment, the prescription or the care provided by the treating physician, the complaints procedure under the Wkkgz applies. You can address an independent complaints officer free of charge via klacht@joinveora.com. The complaints officer mediates in confidence. You will receive a written opinion within 6 weeks, with the possibility of an extension of at most 4 weeks.

If mediation does not lead to a resolution, you may submit your complaint to the recognised healthcare disputes body to which Véora or the treating physician is affiliated. The details of the disputes body will be provided on request and are also published on the Website.

12.3 Complaints about the pharmacy

For complaints about the preparation, quality or delivery of the medication, you can contact the affiliated pharmacy directly. We will assist you in forwarding your complaint where you wish.

12.4 Supervisory authorities

You retain the right at all times to file a report with:

• the Health and Youth Care Inspectorate (IGJ) for complaints about the quality or safety of care or medication delivery;
• the Dutch Data Protection Authority (AP) for complaints about the processing of your personal data;
• the Netherlands Pharmacovigilance Centre Lareb for reporting side effects;
• the Authority for Consumers & Markets (ACM) and ConsuWijzer for consumer law matters.

All intellectual property rights to the Website and the content on it — including text, imagery, logos, design, software and the name Véora — belong to Véora or its licensors. You may use the Website and the content solely for your personal, non-commercial purposes within the scope of the Services. Without Véora's prior written consent you may not reproduce, distribute, publish or create derivative works from the content, in whole or in part.

14.1 Scope

Véora provides the platform and the associated organisational services with the due care that may be expected of a professional service provider. Véora does not itself provide medical care. Medical decisions, diagnosis, prescription and treatment fall under the exclusive responsibility of the treating physician. The preparation and delivery of the medication fall under the exclusive responsibility of the affiliated pharmacy.

14.2 Limitation

Véora's liability is unlimited for damage resulting from death or personal injury caused by an attributable failure on Véora's part, for intent or wilful recklessness on the part of Véora or its managers, and for any other liability that cannot be excluded or limited under mandatory law.

For the rest, Véora's total liability per event — with a series of related events being treated as a single event — is limited to the amount you paid to Véora in the 12 months preceding the event giving rise to the damage, with a maximum of €5,000. Liability for indirect damage, including consequential loss, lost profit, missed savings and non-material damage, is excluded to the extent that mandatory law does not preclude this. The limitations and exclusions set out in this section also apply for the benefit of directors, employees and third parties engaged by Véora.

14.3 Third parties

Véora is not liable for acts or omissions of the treating physician or the affiliated pharmacy in the exercise of their independent profession or business. The physician is subject to the Wgbo, medical disciplinary law and their own professional liability insurance. The pharmacy is subject to the Dutch Medicines Act, the pharmaceutical professional standard and its own liability arrangements.

14.4 Force majeure

Véora is not liable for failures resulting from force majeure, including supply problems at the manufacturer, distribution chain disruptions, medication shortages, telecommunications or payment service outages and statutory or regulatory measures. In the event of prolonged force majeure of more than 30 calendar days, both you and Véora are entitled to terminate the agreement free of charge, with any services or products already paid for but not yet delivered being refunded.

These Terms and all agreements to which they relate are governed exclusively by Dutch law. Disputes are submitted to the competent court in the district of Amsterdam, unless mandatory consumer law grants you the right to bring proceedings in the district of your place of residence or before another competent court.

Before initiating court proceedings, we ask you to contact us at support@joinveora.com so that we can first try to resolve the dispute by consultation. You may also use the European Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

We may amend these Terms from time to time. For material changes, we will inform you by email at least 30 calendar days before the effective date. If you do not agree with a change, you may cancel your membership free of charge before the effective date and any excess payment for services not yet delivered will be refunded. Continued use of the Services after the effective date constitutes acceptance of the amended Terms.

Severability. If a provision of these Terms turns out to be void or voidable, the remaining provisions remain in full force. The invalid provision will be replaced by a valid provision that approximates the intent of the original provision as closely as possible.

No waiver. Failure to enforce a right under these Terms immediately does not mean that Véora waives that right.

Assignment. You may not transfer your rights and obligations under these Terms without prior written consent. Véora is entitled to transfer its contractual position in whole or in part to a group company or legal successor, provided that your rights are not thereby limited.

Language. The original and binding version of these Terms is in Dutch. Translations are provided solely for your convenience.

For questions about these Terms or the Services, please contact: