Version 2.4 · 28 September 2026
Business Terms and Conditions
1. Parties and business status
These terms govern the supply of The Big Health Community service by N-Chem Consultancy Ltd trading as The Big Health Community (“we”, “us” or “Supplier”) to the pharmacy business identified in the agreed order summary (“Customer”). The service is supplied only for business purposes and not to consumers.
2. Contract formation and authority
A contract is formed only when we confirm the Customer’s order in writing or otherwise expressly accept it. The person accepting an order, these terms or a payment mandate on behalf of the Customer warrants that they are authorised to bind the Customer. Any quotation or proposal is an invitation to treat unless stated otherwise.
3. Service description
We provide a fully managed public-awareness, campaign-management and reporting service. We may plan campaigns, create copy and artwork, determine publication timing, select geographically linked online community groups, publish or arrange publication and provide manually prepared customer reporting.
The Customer chooses the service tier and approved bolt-ons for each participating pharmacy. We retain creative, editorial, campaign-management and publication control. Customers do not create, edit, approve or schedule campaign content, select publication channels, upload campaign media or receive source creative files unless we agree otherwise in writing.
4. No clinical service and no agency
We are not a pharmacy, healthcare provider, clinical service or emergency service. We do not diagnose, prescribe, supply medicines, determine patient eligibility or provide treatment. Nothing in the service creates a partnership, joint venture, employment relationship, fiduciary relationship or agency between us and the Customer, and neither party may bind the other except as expressly agreed.
5. Customer responsibilities
The Customer remains solely responsible for pharmacy registration, premises, staffing, governance, clinical assessment, prescribing and supply decisions, patient safety, consent, safeguarding, service eligibility, stock, commissioning requirements and lawful delivery of pharmacy services. The Customer must promptly tell us if any pharmacy detail, service availability, opening time, eligibility criterion or campaign statement becomes inaccurate.
6. Accuracy of Customer information
We may rely on information supplied by the Customer or obtained from reputable public sources. The Customer is responsible for checking information that only it can reasonably verify. We are not liable for loss caused by inaccurate, incomplete, late or misleading Customer information.
7. Pricing
- Tier 1: £15 per pharmacy per month – four posts per month covering the original seven Pharmacy First clinical pathways.
- Tier 2: £25 per pharmacy per month – six posts per month covering the original seven Pharmacy First clinical pathways plus the five new prescribing pathways.
- Bolt-ons: £5 per selected service, per pharmacy, per month, providing four posts per month for that service – NHS Flu Vaccination, COVID-19 Vaccination, Meningitis B Vaccination Campaign, Hypertension Case-Finding Service and Pharmacy Contraception Service.
VAT is currently not charged. If VAT or another applicable tax becomes payable, we may add it to charges from the date required by law and will notify Customers where appropriate.
8. Bolt-on terms
Bolt-ons are optional services selected separately for each participating pharmacy. Unless agreed otherwise in writing, each active bolt-on is charged at the price shown in section 7 for each selected service, per pharmacy, per month.
Requests to add or remove a bolt-on follow the approval and effective-date rules in section 10. A bolt-on does not start, stop or alter billing until we confirm the change in writing. Routine mid-month proration does not apply unless expressly agreed.
Bolt-ons may be linked to seasonal, commissioned or time-limited campaigns. Their availability, scope and duration may depend on the relevant campaign, commissioning arrangements, pharmacy capacity, vaccine or medicine availability, public-health guidance and applicable service requirements. Each active bolt-on includes four posts per month dedicated to that service unless the applicable order summary expressly states otherwise. Publication dates remain subject to campaign timing and operational requirements, and no particular number of views, enquiries or service uptake is guaranteed.
NHS Flu Vaccination campaign
The NHS Flu Vaccination bolt-on provides additional public-awareness campaign activity dedicated to the participating pharmacy’s influenza vaccination service. The campaign may cover adult and/or childhood vaccination only to the extent that the pharmacy is lawfully registered, commissioned or otherwise authorised to provide the relevant service and the applicable campaign scope has been confirmed by us.
Where the campaign relates to the NHS seasonal influenza programme, campaign timing, eligibility wording and service availability will follow the applicable NHS England, UK Health Security Agency and other official requirements current at the time of publication. For the 2026/27 season, the NHS England community pharmacy advanced service for COVID-19 and adult influenza vaccination runs from 1 April 2026 to 31 March 2027, with vaccination commencement and end dates set or announced by the Commissioner. The national flu programme generally starts most adult cohorts from 1 October 2026, with specified exceptions from 1 September 2026. Childhood community-pharmacy influenza services are subject to their own applicable specification and commencement arrangements.
The Customer remains responsible for confirming that each participating pharmacy is appropriately registered or commissioned, has suitable trained staff, governance, legal authority, facilities and vaccine stock, and can lawfully vaccinate the people being signposted. Where a private flu service is promoted, the Customer must provide accurate information about price, eligibility and service conditions and must not allow NHS-funded and private eligibility or pricing to be presented in a misleading way.
Campaign content promotes awareness of the vaccination service or pathway and not a named prescription-only vaccine product. We may pause, amend or end Flu Vaccination campaign activity where commissioning, official timing, vaccine availability, eligibility, public-health guidance or pharmacy service availability changes. Cancellation and billing changes follow section 10, and no retrospective refund or reduction is due for a period in which the bolt-on remained active and campaign activity was delivered or available to be delivered, unless we agree otherwise in writing.
COVID-19 Vaccination campaign
The COVID-19 Vaccination bolt-on provides additional public-awareness campaign activity dedicated to the participating pharmacy’s COVID-19 vaccination service. Campaign wording will reflect the official eligibility cohorts, campaign dates and service requirements current at the time of publication and will not guarantee that any individual is eligible, that vaccine supply is available, or that an appointment or vaccination will be provided.
For the 2026/27 NHS England community pharmacy advanced service, the service specification runs from 1 April 2026 to 31 March 2027 and COVID-19 vaccination may only be delivered during Commissioner-authorised service periods or other permitted pathways. Under that specification, a pharmacy contractor registering to provide COVID-19 vaccination is also required to deliver the adult influenza vaccination service. That NHS commissioning requirement does not automatically add a separate TBHC Flu Vaccination marketing bolt-on; Flu Vaccination campaign activity is included only where it is shown in the Customer’s order summary or otherwise agreed in writing.
The Customer remains responsible for NHS registration, National Booking Service and other operational requirements where applicable, clinical governance, trained staff, premises, vaccine ordering and stock, patient eligibility, consent, safeguarding, record keeping and lawful delivery. Under the current NHS advanced service, centrally supplied COVID-19 vaccine must not be used for private patients. The Customer must promptly tell us if its commissioning, registration, vaccine supply, booking capacity or service availability changes.
Campaign content promotes awareness of the vaccination service or pathway and not a named prescription-only vaccine product. We may pause, amend or end COVID-19 Vaccination campaign activity if NHS England, government, UKHSA or another competent authority changes or withdraws eligibility, campaign dates, commissioning arrangements, vaccine supply or applicable guidance. Cancellation and billing changes follow section 10, and no retrospective refund or reduction is due for a period in which the bolt-on remained active and campaign activity was delivered or available to be delivered, unless we agree otherwise in writing.
Meningitis B vaccination campaign
Where the Meningitis Vaccination bolt-on is supplied as the Meningitis B (MenB) campaign, it consists of four posts per month promoting solely the MenB vaccination campaign.
The MenB bolt-on is time-limited and continues until the end of the applicable NHS pharmacy MenB campaign, currently scheduled to end on 31 March 2027, unless cancelled earlier under these terms or we confirm a revised campaign end date in writing.
If the applicable NHS MenB service is withdrawn, suspended or ends earlier than expected, we may pause or end the bolt-on and will notify affected Customers as soon as reasonably practicable. If the NHS extends or materially replaces the campaign beyond the currently stated period, we will notify participating Customers before continuing recurring MenB bolt-on charges beyond the originally stated campaign period.
A cancellation request submitted and approved by 23:59 Europe/London on the 23rd will normally take effect on the first day of the following month. If approved after that cut-off, it will normally take effect on the first day of the month after next. Any MenB campaign posts due before the effective cancellation date will still be honoured. Cancellation does not retrospectively reduce or refund charges for a period during which the bolt-on remained active and campaign activity was delivered or available to be delivered.
9. Order confirmation and payment
Before a service becomes chargeable, we provide an order summary showing the participating pharmacy or pharmacies, tier, bolt-ons, price, VAT position, billing basis and effective date. We may send a secure payment or mandate link. Payment details are collected by the selected payment provider and are not intended to be stored in full on our website.
The Customer must pay amounts when due and maintain a valid agreed payment method. We may suspend or withhold future campaign activity for overdue undisputed sums after reasonable notice.
10. Service-change timing
Requests to change a tier, add or remove a pharmacy, add or remove bolt-ons or make a billing change must be submitted by email or another agreed written method. A request has no effect until confirmed by us in writing.
Requests approved by 23:59 Europe/London on the 23rd are normally scheduled for the first day of the next month. Requests approved after that cut-off are normally scheduled for the first day of the month after next unless we agree otherwise.
The Customer must promptly notify us if a participating pharmacy closes, is sold or transferred, becomes insolvent, ceases to operate under the Customer’s control, or withdraws from, is suspended from, or otherwise ceases to provide any NHS advanced service that we promote on its behalf. Where such a change is reasonably foreseeable, notice must be given at least 48 hours before the start of the next billing period. If reasonably foreseeable notice is received less than 48 hours before that billing period begins, the forthcoming billing period may remain chargeable and the change will normally take effect from the following billing period. Where advance notice was not reasonably possible, the Customer must notify us as soon as reasonably practicable.
11. Advertising and regulatory compliance
We will use reasonable care to prepare campaign content in accordance with applicable advertising law, the CAP Code and relevant medicines and healthcare advertising rules. Objective claims must be capable of substantiation. We may refuse, amend, pause or withdraw content that we reasonably consider misleading, unlawful, unsafe, unsubstantiated, inconsistent with regulatory guidance or likely to create an unacceptable legal or reputational risk.
Campaigns must not advertise prescription-only medicines to the general public. Where a pharmacy offers a service involving prescription-only medicines, public-facing content will be framed around the availability of the clinical service, assessment or pathway rather than promoting a prescription-only medicine or encouraging inappropriate demand for a particular product.
The Customer must not instruct us to make a claim it knows or reasonably should know is false, misleading, unsubstantiated or prohibited.
12. Public-health and medical content
Health information is general public-awareness information, not individual medical advice. We may use public-health guidance, recognised clinical sources and information supplied by participating pharmacies. Medical and public-health guidance can change. We may update, pause or withdraw material where guidance, licensing, commissioning or service availability changes.
13. NHS and third-party names, marks and status
References to NHS-commissioned or nationally recognised pharmacy services are descriptive only and do not imply sponsorship, approval or endorsement by the NHS, NHS England, the General Pharmaceutical Council, the Department of Health and Social Care or another public body. The Customer must not represent otherwise.
Third-party names, trade marks, logos and materials remain the property of their owners. We may decline to use third-party brand assets where permission or a lawful basis for use is unclear.
14. Portal and account security
The portal is read only for Customer users. It may display business details, pharmacies, tiers, bolt-ons, charges, payment status, notices and aggregate reports. Portal information does not itself amend the contract.
The Customer must keep login credentials confidential, use strong unique passwords, restrict access to authorised staff and notify us promptly of suspected compromise or when access should be removed. We may suspend access where reasonably necessary for security.
15. No patient data
The Customer must not submit patient-identifiable information, NHS numbers, prescriptions, consultation records, medical histories, special-category clinical information or other patient records through the website, portal, forms or support email. The service is not intended to process patient data on the Customer’s behalf.
If prohibited patient information is sent to us, we may securely delete or isolate it, restrict further processing and take any steps reasonably required by data-protection law or security obligations. The Customer must cooperate with incident management.
16. Data protection
Each party must comply with applicable data-protection law, including the UK GDPR and Data Protection Act 2018, for personal information it controls. Unless separately agreed in writing, we act as an independent controller for our business administration, website, account, correspondence and service-management data and do not act as a processor of patient records for the Customer.
Where a future service requires us to process personal data solely on the Customer’s instructions, the parties must put an appropriate written data-processing agreement in place before that processing begins.
17. Confidentiality
Each party must keep the other’s confidential business information confidential and use it only for the contract, except where disclosure is required by law, a regulator, professional adviser, insurer, payment provider, subcontractor or service provider under appropriate confidentiality obligations.
Our confidential operational information includes specific platforms, individual groups, group-selection methodology, distribution strategy, internal campaign methods and unpublished analytics.
18. Intellectual property
We and our licensors retain ownership of the website, brand assets, campaign designs, templates, copy, methods, systems, reports and source creative files. Subject to payment of charges, the Customer receives a non-exclusive, non-transferable licence to use reports supplied to it for its own internal business purposes.
Unless agreed otherwise, the Customer does not acquire source files or a licence to independently republish, modify, sell or sublicense campaign creative. The Customer warrants that materials it supplies to us may lawfully be used for the agreed purpose and indemnifies us against third-party intellectual-property claims arising directly from materials it supplied without the required rights, subject to section 27.
19. Publication dependencies and platform risk
Publication is subject to third-party platform availability, group rules, administrator decisions, moderation, outages, algorithmic changes, account restrictions and policy changes. A post may be delayed, declined, limited, removed or receive less distribution than expected. We do not guarantee publication in any particular group, platform, time slot or position.
20. Reporting
Monthly Views and similar metrics are aggregate platform-derived or manually compiled figures and may include repeat views. They do not represent unique patients, appointments, service uptake, attributable income or audited financial results. Metrics may be revised where source data changes or an error is discovered.
Timeline markers, highest-performing campaigns and similar summaries provide context only and do not establish causation.
21. No performance or exclusivity guarantee
We do not guarantee income, enquiries, appointments, impressions, views, reach, conversions, ranking, exclusivity, market share, patient behaviour, service uptake or return on investment. Marketing outcomes depend on factors outside either party’s control.
22. Direct marketing and communications
Necessary service, account, billing, security and contractual communications may be sent to business contacts. Any optional direct marketing by us will be handled in accordance with applicable data-protection and electronic-communications rules. The Customer is responsible for its own marketing lists and communications.
23. Accessibility and lawful use
We will use reasonable efforts to maintain a usable website and service. Customers must not misuse the site, attempt unauthorised access, introduce malicious code, scrape restricted areas, interfere with security or use the service unlawfully. We may take proportionate steps to protect the service and other users.
24. Suspension
We may suspend campaign activity or portal access where reasonably necessary because of non-payment, security concerns, suspected fraud, unlawful instructions, regulatory risk, platform restrictions, force majeure, material breach or a risk to patients, the public, the Customer or our business. Where practicable we will give notice and an opportunity to remedy.
25. Termination
Either party may terminate in accordance with any minimum term and agreed effective-date rules. Either party may terminate immediately for a material breach that is incapable of remedy or is not remedied within a reasonable written notice period, insolvency, fraud, illegality or serious reputational or regulatory risk.
Termination does not affect rights accrued before termination. Outstanding fees remain payable. Portal access and scheduled activity may end on the effective termination date.
26. Liability
Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.
Subject to the preceding paragraph, neither party is liable for indirect or consequential loss, loss of anticipated savings, loss of goodwill or loss arising solely from third-party platform decisions. We are not responsible for clinical decisions, pharmacy regulatory failures, patient eligibility decisions, Customer stock or staffing, inaccurate Customer information, or the independent acts or omissions of participating pharmacies.
Subject to applicable law and the requirement of reasonableness, our aggregate liability arising out of or in connection with the service in any 12-month period is limited to the total fees paid or payable by the Customer for the affected service during that 12-month period.
27. Customer indemnity
The Customer will indemnify us against reasonable losses, liabilities, costs and third-party claims arising directly from: (a) unlawful or misleading information or materials supplied by the Customer; (b) the Customer’s clinical acts or omissions; (c) the Customer’s infringement of third-party rights through materials it instructed us to use; or (d) the Customer’s material breach of these terms, except to the extent the loss was caused by our negligence, breach or unlawful conduct.
28. Insurance
Each party is responsible for maintaining insurance appropriate to its own activities. The Customer remains responsible for professional, clinical, public and employer liability insurance required for its pharmacy operations.
29. Force majeure
Neither party is liable for delay or failure caused by circumstances beyond its reasonable control, including major platform outages, telecommunications failures, cyber incidents not caused by its breach, natural disasters, public-health emergencies, governmental action, industrial disputes or widespread infrastructure failure. Obligations to pay sums already due are not excused.
30. Subcontracting and suppliers
We may use hosting, email, payment, accounting, security, creative, professional and technical service providers. We remain responsible for our contractual obligations except where the contract expressly places responsibility elsewhere. We may change suppliers where reasonably necessary.
31. Complaints and regulatory cooperation
Business complaints should be sent to enquiries@thebighealthcommunity.co.uk. We may preserve relevant records and cooperate with competent regulators, law-enforcement bodies, courts, insurers and professional advisers where lawfully required.
32. Records and audit trail
We may retain reasonable records of orders, terms acceptance, service changes, publication activity, reports, communications, complaints and payment references for contract administration, legal, accounting, audit, security and dispute-resolution purposes.
33. Assignment
The Customer may not assign or transfer the contract without our prior written consent, not to be unreasonably withheld where appropriate. We may assign the contract as part of a bona fide reorganisation, sale of business or transfer of the service, provided this does not materially reduce the Customer’s rights.
34. Notices
Contract notices may be sent to the most recent business email address supplied by the Customer. The Customer must keep its contact details current.
35. Entire agreement and non-reliance
The order summary, these terms and any expressly incorporated written terms form the agreement between the parties. Each party acknowledges that it has not relied on a statement not set out in the agreement, except that nothing limits liability for fraud or fraudulent misrepresentation.
36. Variation, waiver and severance
We may update these terms for future service periods where reasonably necessary because of law, regulation, service design, security, suppliers or pricing, with reasonable notice where the change is material. A waiver is effective only for the matter for which it is given. If a provision is unenforceable, the remainder continues in force.
37. Third-party rights
Except where expressly stated, a person who is not a party to the contract has no right to enforce it under the Contracts (Rights of Third Parties) Act 1999.
38. Governing law and jurisdiction
These terms and any non-contractual obligations arising from them are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction, subject to any mandatory rule of law.