These terms are a draft and have not yet been reviewed by a legal adviser. Values shown as [TO BE SUPPLIED] are outstanding. They must not be published in this state.
1. Who we are
the clinic is a trading name of [TO BE SUPPLIED], a company registered in England and Wales (company number [TO BE SUPPLIED]) operating a registered pharmacy (GPhC registration [TO BE SUPPLIED]) at [TO BE SUPPLIED]. The superintendent pharmacist is [TO BE SUPPLIED].
2. What this service is
We provide an online consultation, review of that consultation by a prescriber, and — where a prescription is issued — dispensing and delivery of the medicine by our pharmacy.
We are not an NHS service. We are not an emergency service. Nothing on this website is medical advice, and nothing on it is an offer to supply a medicine.
3. Who can use it
You must be 18 or over, resident in Great Britain, and ordering for yourself. You may not order on behalf of another person, and you may not resell or supply onward anything we dispense to you.
4. The consultation
You must answer every question in the consultation honestly and in full, including about medicines you already take and conditions you have been treated for. A prescriber can only decide on what you tell them.
Giving false or incomplete information may make a medicine unsafe for you. It is also grounds for us to refuse further supply and to close your account.
5. The prescriber’s decision
Treatment is prescription-only and is supplied only where a prescriber judges it clinically appropriate for you. Whether a medicine is prescribed, which one, at what strength, and whether a strength is increased, are decisions for the prescriber alone.
A prescriber may decline to prescribe, ask for more information, require a video consultation, or stop treatment at any point. A decline is not a failure of the service and does not entitle you to a different medicine.
Nothing you pay for entitles you to a prescription.
6. Prices and payment
Prices are published on this website and include VAT. Delivery is charged separately at the rate shown at checkout.
Payment is taken after a prescriber has approved an order, not before. You are not charged for a consultation that is declined.
There is no subscription and no recurring charge. We do not store a payment mandate and we do not charge you automatically. Where a change of strength changes the price, you are sent a payment to approve.
We may change published prices. A change applies only to orders placed after it.
7. Delivery
We deliver within Great Britain, in plain outer packaging that carries no clinic branding and no description of the contents. You are sent tracking when the parcel leaves the pharmacy.
Somebody must be able to receive the parcel at the address you give. Tell us promptly if a parcel does not arrive, or arrives damaged, so we can replace it.
8. Returns and cancellation
You may cancel an order at any time before it is dispensed, and we refund it in full.
Once a medicine has been dispensed it cannot be returned for a refund. This is a safety rule rather than a commercial one: a medicine that has left the pharmacy cannot be certified as having been stored correctly and cannot be supplied to anyone else. Your right to cancel a distance contract does not apply to medicinal products that have been supplied.
If something is wrong with what we sent — the wrong item, a damaged item, or an item past its expiry date — contact us and we will put it right.
9. Your account
Keep your sign-in details to yourself. Tell us straight away if you think somebody else has used your account.
You can close your account at any time, and you can ask us to delete the information we hold about you. The two are not the same thing, and neither is all-or-nothing.
Closing your account stops us using it. Your record stays.
Asking us to delete your information is a right you have, and we act on it. Most of what we hold about you goes: your name, the address you sign in with, your consultations and answers, your addresses, your photographs, your treatment history, our notes about you, and every email we have sent you. Some things we have to keep, and we will tell you exactly which before we do anything:
- Your prescriptions, in full and still naming you. A prescription is the record of a clinical decision and a medicine supplied, we are required to keep it, and it is signed in a way that means altering it would destroy the proof it is genuine.
- Your orders, payments and refunds, with your name and delivery address removed. We must be able to account for money taken and medicines supplied; we do not need to know whose.
- Any side effect you reported and any complaint you made, with your name removed. A report of harm from a medicine may already have gone to the regulator.
Afterwards your account is an empty shell that cannot be signed in to, and we can no longer email you. If you come back to us later you start again as a new patient, and we will not have your history to work from.
Both of these are done by a person, not by a button. Write to us and we will first satisfy ourselves that the request really is from you — otherwise anyone who reached your inbox could have your record destroyed. We answer within one month. The privacy notice sets all of this out in full.
10. Side effects, and getting help
Tell us about any side effect, and report it through the MHRA Yellow Card scheme. You do not need to be certain the medicine caused it.
If your symptoms are severe or you are worried, do not wait for us. Call NHS 111 for advice, or 999 in an emergency. We do not monitor messages overnight.
11. Complaints
Email [TO BE SUPPLIED] with “complaint” in the subject. We acknowledge every complaint, look into it and write back with the outcome. If you are not satisfied with our response, you can raise it with the General Pharmaceutical Council at pharmacyregulation.org.
12. Liability
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit. Your statutory rights as a consumer are unaffected.
Subject to that, we are not liable for loss that was not foreseeable, or for loss arising from information you gave us that was false or incomplete.
13. Changes to these terms
We may change these terms. The version that applies to an order is the one published when you placed it, and the date at the top of this page is when the current version took effect.
14. Law
These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.