These Terms & Conditions apply to your use of the www.pharmacy2u.co.uk website and every order placed with Pharmacy2U. We understand that legal documents such as these can be difficult to understand. For that reason, we have worked with the Plain English Campaign to ensure they are easy to understand.

Introduction

We are Pharmacy2U, a limited company registered in England - company number 03802593. We are the largest online pharmacy in the UK and are registered with the General Pharmaceutical Council - registration number: 9010146).

We may change these Terms & Conditions from time to time.

Registration, accepting these Terms, and our contract with you

The contents of this web site are directed solely at those who access the site from the UK. Your use of this website and any purchase by you on this website of any products is governed by English Law and will be deemed to have taken place in England and subject to the exclusive jurisdiction of the English courts. Risk and title in the products will pass to you when they are dispatched by us to you, from the UK, and you acknowledge and agree to be responsible for complying with any restrictions around the receipt and use by you of the products. While we always aim to accommodate your wishes for the most convenient delivery of your medication, Pharmacy2U reserves the right to restrict delivery of your orders of prescribed medication to the address on the prescription or the address registered at your GP surgery issuing the prescription.

To register with and use this site you must be over 18 and the details which you give us must be true. You will be responsible for your use of this site and for your orders so please ensure that you keep your log-in details secure so that no-one else can misuse them. Pharmacy2U has taken care in the preparation of the content of this web site. To the fullest extent permitted by the law, Pharmacy2U disclaims all warranties of any kind with respect to the content of this web site.

Pharmacy2U and its directors or related companies shall not be liable for any losses or claims arising directly or indirectly from use of this web site except that this exclusion of liability does not apply to any damages in connection with death or personal injury caused by the negligence of Pharmacy2U, its directors or employees. All content of this web site is for information purposes only and is not a substitute for professional medical advice, rather it is designed to support, not replace, the relationship between you and your healthcare providers. You should make sure that you carefully read all product packaging and labels prior to use.

If you have, or suspect you may have a health problem you should consult your doctor. Please consult your doctor before taking any new product, particularly if you are already under medical care. Any links on this web site to other web sites are provided for your interest only and Pharmacy2U has no control over these sites and so no responsibility or liability for their content and the links do not imply any endorsement of content. If any of these terms are held to be invalid or unenforceable then the validity and enforceability of the remaining provisions shall not be affected. Once an order has been placed, the transaction is processed manually at the premises.

Orders and payment

Once an order has been placed, the transaction is processed manually at the premises of Pharmacy2U by our registered pharmacists who are members of the General Pharmaceutical Council. This website should be regarded as an invitation to treat. Any order placed by a customer is an offer to purchase, which Pharmacy2U may accept or decline in its absolute discretion without having to give a reason. A confirmation email is notification that we have received your offer on our website. A contract is deemed to be made at the point of a sale invoice being issued by Pharmacy2U following checking of orders by a pharmacist. We only deliver prescription medication within the UK.

Payment will usually be taken by Pharmacy2U at the time that goods are dispatched (except for payments using PayPal which are debited to the customer account at the time of placing the order). Where a customer payment is subsequently rejected or returned for any reason, the customer will be responsible for providing prompt alternative means of payment. In the event of default, reasonable collection charges and/or solicitors' fees will be added to the customer's account. EU residents pay the VAT inclusive price. Non-EU/exempt residents pay the exclusive price. All NHS Prescription Services provided by Pharmacy2U are provided on a "best endeavours" basis. Requests made electronically from this website will be forwarded to your doctor as soon as possible. By placing your request, you are instructing Pharmacy2U to request and collect your prescription from your GP. In order to ensure safe receipt of any electronic prescription issued in relation to your request, we may re-confirm your pharmacy nomination before this is forwarded to your doctor. Due to the range of third-party networks and innovative technology used for this transmission, we are unable to guarantee a time of arrival of the request at your GP surgery or absolutely guarantee that it will arrive at all. You are responsible for determining and checking if this request has been received.

Pharmacy2U will endeavour to ensure that all Prescription Only Medicines (POM) prices are correct on the website. In some cases, the prices may vary due to manufacturer price increase, product availability and/or special-order requirement. In such cases Pharmacy2U will contact you on receipt of the prescription to inform you of any price difference. We are legally only able to dispense medicines for you when we have received either an electronic prescription which has been digitally signed by a prescribing doctor or alternatively a conventional paper prescription signed in writing by a prescribing doctor. Prescriptions are issued entirely at the discretion of the prescriber.

Free NHS prescriptions

In some situations, patients are automatically entitled to free NHS prescriptions. You can check whether you’re entitled to receive free prescriptions here.

What information do we need?

When registering as a Pharmacy2U patient, we’ll ask whether you pay for your NHS prescriptions. If you’re entitled to free NHS prescriptions, we’ll ask the reason and if applicable when it’s due to expire. We’ll then remind you when your exemption is due to expire.

Pharmacy2U uses the NHS’s Real Time Exemption Checking (RTEC) system to confirm your exemption status. If it cannot confirm your exemption, we’ll use the information provided on your account.

We don’t ask for physical proof of your entitlement but it’s your responsibility to make sure the information we hold is accurate and up to date. You can do this through your online account or by contacting our Customer Care team. Read how to update us here.

The NHS carry out checks on the exemption status of patients. Anyone found to be claiming free prescriptions falsely, could be liable for a penalty fine. By supplying accurate information, you also ensure we don’t charge you incorrectly.

What happens when my exemption from paying NHS prescription charges expires?

If your exemption has expired and you have not updated us with new valid details, we may begin taking payment for prescription charges if you’ve given us your payment details. Without payment details it could delay our dispensing process while we make contact with you.

If you’ve been exempt from paying NHS prescription charges for one of the following reasons, you will need to pay for your prescriptions upon expiry.

  • You have a maternity exemption certificate

  • You are a child under 16 years old

  • You are aged between 16 and 18 and are in full time education

Any account with an expired exemption that holds valid payment details will be charged for their prescriptions.

In other instances we’ll continue to honour your entitlement to free prescriptions, unless informed of a change in circumstances.

Please note, without valid proof of your exemption, the NHS could issue you with a fine for making a false claim.

You can update your details by logging in to your online account or contacting us.

NHS prepayment certificates (PPC)

An NHS prepayment certificate (PPC) can help patients who are prescribed multiple regular medicines save money on their prescriptions. You can learn about and purchase PPCs online here. Having a valid PPC means you’ve already paid. Therefore, we won’t charge you for NHS prescriptions during the period covered by the PPC, and your account will be classed as ‘exempt from paying prescription charges’.

If your circumstances change, it’s still your responsibility to keep us up to date with accurate information.

Managing other people's medication

In principle, registration for our service must be done personally by the patient, but in certain circumstances registration can be done for or on behalf of someone else. You can register an account and order repeat prescription medicines for others online when you

  • are the responsible parent or legal guardian for a minor,

  • have been appointed guardian in a 'guardianship order' or 'hospital section' made under the Mental Health Act, or

  • have explicitly been authorised to act on behalf of another or have the authority to represent someone else as their proxy and you have first obtained consent from the patient that you act as their proxy to manage their medication and for the pharmacist or pharmacist technician responsible for any order to access their NHS Summary Care Record.

When you assist someone with the technical aspects of setting up an account and managing prescriptions, you must ensure that the patient understands the steps taken, and terms accepted and give you clear instructions to give consent at the relevant steps of the registration or ordering process.

Marketing & promotions

All offers on this site are subject to availability and whilst stocks last. No more than one discount offer code and/or voucher code may be used for a single order.

Promotional headlines

Promotional headlines that mention either ‘1 Hour NHS Prescription Processing’ and/or ‘Free Next Day Delivery’ are subject to the following exclusions where:

  • an item is out of stock

  • a prescription requires a dossette box that separates out individual medication by date and time.

  • medication must be frozen or refrigerated

  • there are pharmacist queries with the prescription

  • there is a vulnerable patient check

Online Doctor service

The Pharmacy2U Online Doctor service is not an emergency service. It should not be used in urgent or emergency situations. If you believe you are experiencing an emergency, please immediately dial 999. For urgent medical care, contact your GP.

Pharmacy2U’s Online Doctor Service is provided in partnership with HealthHero Solutions Ltd. (“HealthHero”) This section outlines the terms under which our services are offered, specifying the roles and responsibilities of both parties involved. These terms must be read in conjunction with the HealthHero Terms and Conditions, which provide additional information on the scope of clinical services and how they are delivered.

 

HealthHero Solutions Ltd, a company registered in England (No. 03766413), is regulated by the Care Quality Commission. See https://www.cqc.org.uk/provider/1-1837286653.

For more information on Health Hero’s ‘Good’ CQC rating, see their latest inspection summary.[LK1] 

Scope of Service

Pharmacy2U provides access to online doctor consultations and facilitates the management of patient records and prescriptions.

HealthHero Solutions Ltd delivers clinical services under contract to Pharmacy2U. HealthHero employs qualified doctors and independent prescribing pharmacists, all registered with either the General Medical Council or the General Pharmaceutical Council in the UK.

Service Limitations

  • Non-Emergency Service: The Online Doctor Service is not intended for emergency situations. If you face a medical emergency, contact 999 immediately.

  • Age Restriction: The service is available only to individuals aged 18 or over.

  • Geographical Restriction: The service is available to residents within the UK only.

Responsibilities

By using this service, you agree to provide true, accurate, and complete information about yourself and to keep your account details confidential.

All clinical services available through our Online Doctor service are provided by HealthHero Solutions Ltd. HealthHero is solely responsible for all clinical assessments, decisions, and outcomes. HealthHero employs qualified clinicians who are registered and regulated under UK healthcare laws and operate in line with the guidelines of the General Medical Council and are subject to oversight by the Care Quality Commission.

Liability

HealthHero is responsible for clinical services and decisions. The clinical services, including diagnosis, prescription, and treatment, are provided by HealthHero Solutions Ltd, which is independently operated and managed.

Pharmacy2U is responsible for administrating and managing the service and the dispensing and delivery of prescriptions.

Pharmacy2U does not engage in the practice of medicine or provide any medical advice or services. Accordingly, we are not liable for any act, omission, or outcome related to medical advice, diagnosis, or treatment provided by HealthHero Solutions Ltd. Users are advised that HealthHero operates independently, and any claims or liabilities arising from clinical services should be directed to HealthHero Solutions Ltd.

Limitation of Liability:

Except as prohibited by law, Pharmacy2U shall not be liable for any indirect, special, incidental, consequential, or exemplary damages arising from your use of the Online Doctor services. Furthermore, unless prohibited by law, in no event shall the liability of Pharmacy2U exceed the amount paid by you for the services provided via our platform in the preceding twelve months.

Acknowledgment

By using the Online Doctor services, you acknowledge and agree that:

  • You understand the role of Pharmacy2U as a facilitator and not as a provider of medical or clinical services.

  • You agree to hold Pharmacy2U harmless against any clinical claims arising from services provided by HealthHero Solutions Ltd.

  • You are responsible for providing complete and accurate information to the clinicians at HealthHero Solutions Ltd during consultations.

This disclaimer and any disputes arising from your use of the Online Doctor services will be governed by and construed in accordance with the laws of England and Wales.

If any provision of this disclaimer is found to be unlawful, void, or for any reason unenforceable, then that provision shall be deemed severable from this disclaimer and shall not affect the validity and enforceability of any remaining provisions.

When you submit a consultation with our Online Doctor service, we will use LexisNexis Identify Verification Services to verify that your identity is genuine. This is a regulatory requirement for us to provide an Online Doctor service. You have a right of access to your personal records held by credit reference and fraud prevention agencies and by LexisNexis. Your rights are set out in the LexisNexis Privacy Policy (https://www.lexisnexis.com/en-us/terms/privacy-policy.page). LexisNexis may be contacted at: Lexis House, 30 Farringdon Street, London EC4A 4HH.

By registering with us and using our services you agree as follows:

  • LexisNexis and/or any of their appointed agents can carry out all necessary searches, including searches of consumer credit records, in order to verify my information.

  • It is my responsibility to have read the LexisNexis Privacy Policy and I agree to all my personal information being processed in accordance with the LexisNexis Privacy Policy.

  • I confirm to the best of my knowledge having exercised all due skill and care that the information I have given is complete, true and correct.

  • Please view our Privacy Policy for further information on how your data is used and processed.

Your Privacy

Your privacy is important to us. Please see our Privacy Policy for details of what information we collect and how we will use and protect it. The information that you send to us will be processed in accordance with our Privacy Policy.

You authorise us, at any time, to use any means that we consider necessary to verify your identity and creditworthiness with any third-party providers of information.

Please note that in an emergency situation, we may need to contact a healthcare professional, social services, or the emergency services without your consent, even where you have declined any of our offers to contact your GP. In addition, the following Terms and Conditions apply to users of the NHS Prescription Service.

Damaged items

If your prescription medicines appear to be damaged or if the delivery appears to be wrong then please contact 0113 265 0222 or email [email protected]. We will make every effort to replace any damaged products.

Permission to view your NHS Summary Care Record

Your Summary Care Record (SCR) contains information from your health record such as your current prescription details, allergies and any bad reactions to medication you have had in the past. It will also include your name, address, date of birth and your unique NHS Number to help identify you correctly. In providing care to you, Pharmacy2U would like to view your Summary Care Record in order to provide the best possible care for you from the most up to date information available. Whenever your record is accessed, the details will be recorded should you wish to question this at any point in the future. You can change this permission at any point just by contacting us. You can opt-out of having an SCR altogether and you should contact your GP practice who will record this, if this is your preference.

For more information on the Summary Care Record, please visit www.digital.nhs.uk/summary-care-records/patients

Intellectual property

All designs, text, graphics, their selection and arrangement on this website are the copyright of Pharmacy2U. Permission is granted to users to electronically copy or print portions of this site for their own personal, non-commercial use. Any other use of materials on this site without Pharmacy2U’s prior written consent is strictly prohibited. All brand names, product, service names, titles and copyrights used in this site are trademarks, trade names, service marks or copyrights of their respective holders. No permission is given by Pharmacy2U for their use by any person other than the said holders and such use may constitute an infringement of the holders' rights. This contract is governed by English Law.

The above terms are subject to change due to the implementation of the Consumer Bill of Rights Act 2015.

These terms and conditions do not affect your statutory rights as a consumer.

Partnerships

Pharmacy2U takes immense pride in forging meaningful partnerships with trustworthy and reputable companies. Our aim is to provide a more holistic and encompassing range of services for our valued customers.

When you access and use Pharmacy2U websites that are 'powered by' our esteemed partners, please note that you are concurrently agreeing to adhere to our partners' unique terms and conditions. All goods and services provided through these platforms are subject to a direct contract with the corresponding partner, separate from any agreement with Pharmacy2U. Any dispute on provision of the service would be held with the partner, not Pharmacy2U.

We would like to highlight the following partnerships:

‘Pharmacy2U Pet Health’ located at ‘pethealth.pharmacy2u.co.uk’: This service is operated by The PharmPet Co Limited, a company registered in England and Wales with company number 10026316. Their registered office is situated at Unit 7 Stirlin Point, Sadler Court, Sadler Road, Lincoln. LN6 3RG. The PharmPet Co Limited operates under the regulatory supervision of The General Pharmaceutical Council (GPhC).

‘Pharmacy2U Medical Letters’ located at ‘medical-letters.pharmacy2u.co.uk’: This service is provided by ZoomDoc Limited, a company incorporated and registered in England and Wales, with a company registration number of 09540794. Their registered office is located at 2 Chanin Mews, London NW2 4AQ. The doctors associated with this service are registered with the General Medical Council, and ZoomDoc Limited is regulated by the Care Quality Commission.

By utilising these services, you acknowledge and accept the above terms related to our partnerships.

Contacting us

To contact us please phone us on 0113 265 0222 or email us at [email protected].

 


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