Vyne Terms of Service

Resource for all users

Vyne Terms of Service

By using the Vyne website (www.vyne.co.uk) and placing orders through Vyne, you agree to the below Terms & Conditions. We may change these Terms & Conditions from time to time, but will we endeavour to inform you whenever this happens.

15 minutes • FAQ

Vyne Terms of Service

Who are we?

Vyne is a Dispensing Appliance Contractor (DAC) and is a brand of the company Optimum Medical Solutions Ltd. For the purposes of this agreement, when ‘we’ or ‘Vyne’ is stated, this refers to Optimum Medical Solutions Ltd.

Optimum Medical Solutions Ltd, otherwise known as Optimum Medical, are specialists in healthcare products. We supply every single NHS trust in the UK and over 60 countries internationally. You can find out more about Optimum Medical by visiting www.optimummedical.co.uk.

Place of registration: England and Wales

Company registration number: 6779883

VAT number: 944 0333 043

Place of registration – England and Wales

Company registration number – 6779883

VAT number – 944 0333 043

The basics

To register with the Vyne service and to use this site, you must be over the age of 18 and the information you provide us with must be true. You are responsible for how you use this website and interact with the Vyne service, and any information you provide us with. You are also responsible for ensuring the security of your account details. We have made best efforts to ensure your safety and security whilst browsing and interacting with this website.

Optimum Medical and its directors or related companies shall not be liable for any losses or claims arising directly or indirectly from use of this website, except that this exclusion of liability does not apply to any damages in connection with death or personal injury caused by the negligence of Optimum Medical, its directors, or employees.

All content of this website is for information purposes only and is not a substitute for professional medical advice. It is designed to support, not replace, the relationship between you and your healthcare providers. All external links provided on this website are also for information purposes only, and we accept no responsibility or liability for their content.

If you suspect you have any medical issue, please consult your doctor or healthcare professional.

Ordering through Vyne

When you place an order through Vyne via this website, it will be processed by our Customer Care team. Similarly, if you place an order via telephone, your order will be processed by the Customer Care team.

As a DAC, Vyne dispenses appliances listed in the Drug Tariff against prescriptions issued by GPs and specialist nurse prescribers. Once we have received your valid prescription electronically via the Electronic Prescription Service (EPS) or paper prescription via the post, our team will process and dispense all items appropriately and arrange delivery to you.

As we must await receipt of your prescription from your prescriber, we are unable to provide exact guarantees on when your items will arrive.

EPS Nomination

Your Right to Choose

You have the right to nominate any dispensing appliance contractor of your choice to receive your electronic prescriptions. Nominating Vyne as your DAC means your appliance prescriptions will be sent to us electronically or via the post by your GP or prescriber, without you needing to collect a paper prescription in person.

Your choice of dispensing contractor is entirely yours. We will never apply pressure, offer inducements, or use any technical means to influence your nomination decision. This is in accordance with the NHS Terms of Service and the NHS EPS Nomination Standards.

How to Nominate Vyne

You can nominate Vyne as your DAC in three ways, depending on how you choose to order:

• Online: tick the checkbox during the ordering process to confirm you are happy to nominate Vyne as your DAC.

• By telephone: our Customer Care team will ask you to verbally confirm your choice to nominate Vyne as your DAC during your call.

• By email: if you place your order by email, we will follow up with you by email or telephone to confirm your nomination before it is applied.

In all cases, we will obtain your explicit, informed consent before making any change to your EPS nomination settings.

Consent Requirements

In line with NHS professional standards, we will:

• Explain clearly what EPS nomination means and how it works

• Confirm that you can nominate Vyne for appliances independently of your pharmacy nomination for medicines - you can hold up to three separate nominations (community pharmacy, appliance contractor, and dispensing doctor)

• Inform you that you can change or remove your nomination at any time, including part way through a repeat dispensing cycle

• Obtain your explicit consent before recording or amending your nomination on the NHS Spine

We recommend keeping a record of your consent. We will maintain our own auditable record in accordance with NHS guidance.

Changing or Removing Your Nomination

You can change your nominated dispensing appliance contractor at any time. You may do this:

• By contacting Vyne directly and requesting the change

• By contacting your GP practice

• Via the NHS App (for eligible nomination types)

If you move your nomination away from Vyne, any prescriptions that have not yet been retrieved and dispensed will transfer to your newly nominated contractor. We will not contact you to discourage or reverse that decision.

What We Will Not Do

In accordance with NHS EPS Nomination Standards (updated May 2026), Vyne and our technology systems will not:

• Monitor which contractor a patient is nominated to outside of an active dispensing interaction or a patient-initiated nomination change

• Store or apply any form of “enduring consent” intended to override or pre-empt a patient’s future choice

• Offer inducements, loyalty points, gifts, or other incentives in exchange for a nomination

• Use nomination data for any purpose other than fulfilling a valid, active prescription

A previous nomination to Vyne does not guarantee that future prescriptions will be sent to us, and we will not treat it as such.

Prescription Charges

NHS prescription charges may apply to your appliance items unless you are exempt. We will ask you to declare your exemption status when registering, and we may require evidence of your exemption. Anyone found to be claiming exemption from prescription charges falsely could be liable for a penalty charge under NHS regulations.

Delivery

Vyne delivers appliances directly to your home address. Delivery timescales will depend on receipt of a valid prescription from your prescriber. We will keep you informed of your order status and contact you if there are any issues. We cannot be held responsible for delays caused by prescription processing times at your GP practice or any third-party courier.

Your Privacy

We take your privacy incredibly seriously. Please see our full Privacy Policy for all information on what data we collect from you, how we store it, how we use it, and how we protect it. Our handling of personal data, including any NHS nomination-related data, complies fully with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and all applicable NHS data governance standards.

In accordance with NHS England guidance, any access to NHS Personal Demographics Service (PDS) nomination data is made only where a valid legal basis exists - specifically, where a patient has actively requested a change to their nomination, requires a consultation, or where active dispensing activity is underway.

Our Service Hours

Our Customer Care team is available during the following hours to take orders, process prescriptions, and handle enquiries:

Mon-Fri: 8:00am - 6:00pm
Sat: 9:00am - 2:00pm
Sun: 10:00am – 2:00pm

If you contact us outside these hours, we will respond on the next working day.

Complaints

If you are unhappy with any aspect of our service, please contact us in the first instance. We take all complaints seriously and will aim to resolve your concern promptly.

If your complaint cannot be resolved by Vyne, you may escalate it to NHS England or your local Integrated Care Board (ICB). You also have the right to refer complaints about our NHS-contracted services to the NHS, as required under our DAC Terms of Service.