Pharmacy2U Online Doctor terms and conditions
This is not an emergency service and is not to be used if you are having a medical emergency.
The following terms apply to the remote medical consultation and prescribing services delivered by Expert Health Limited and their United Kingdom-registered General Practitioners as part of the Pharmacy2U Online Doctor Services from https://www.pharmacy2u.co.uk/online-doctor. These are additional to and supplement our general terms of use which also apply.
These terms and conditions may be amended at any time, and the terms and conditions that apply for whenever you use our services will be those on the website at the time you used our services.
The Online Doctor Service
The relevant medical consultation and prescribing services are provided by Expert Health Limited (we/us/our) . Although part of the wider Pharmacy2U Group, Expert Health Limited remains a separate legal entity whose prescribers exercise independent clinical judgement. By using the Pharmacy2U Online Doctor Services you are confirming that you have carefully read, understand and agree to be legally bound by these Terms and Conditions which cover all Services we provide.
Throughout these terms and conditions, Services provided via any channel, including but not limited to our Pharmacy2U Online Doctor website are referred to as “Online Doctor Services”, “our Services” or “the Services”.
You should call 999 IMMEDIATELY in a critical or life-threatening situation, such as if you or someone has:
difficulty breathing;
severe bleeding and it can't be stopped;
severe chest pain;
a severe allergic reaction;
severe burns or scalds;
loss of consciousness;
major trauma such as the result of a serious road traffic accident, a stabbing, a shooting, a fall from height or a serious head injury; or
acute confused states and fits which aren't stopping,
or if you believe someone is having a heart attack or stroke;
suicide attempt by taking something or self-harming
These terms and conditions are legal binding and contain important information about your rights. You should print and keep a copy of them for your records.
Introduction and responsibilities
1. About us
Expert Health Limited, a company incorporated in England and Wales under company number 04058287. Expert Health Limited is registered for VAT with number 436478467.
Expert Health Limited’s registered office is at Lumina, Park Approach, Leeds, England, LS15 8GB and it also has a trading address at 50-54 Wigmore Street, London, W1U 2AU
For healthcare regulatory purposes, the Online Doctor Service is overseen by our Registered Manager.
2. How to contact us
We can be contacted as follows:
By message: via your account
Phone: 020 7989 9888
Mail: Expert Health Limited 50-54 Wigmore Street London, W1U 2AU United Kingdom
3. Professional standards and qualifications
Online Doctor Services involve the provision of information, advice, testing and treatment for a range of medical conditions. To ensure quality care, our clinicians will also follow up with some patients. Services are provided by qualified doctors and independent prescribing pharmacists (collectively ‘clinicians’) who are registered with the General Medical Council or the General Pharmaceutical Council in the UK. We are registered with the Care Quality Commission, the English independent healthcare regulator, under registration number 1-101725251. This registration permits us to prescribe medicines and provide testing services without meeting patients face to face. Additionally Expert Health Limited is registered with The Regulation and Quality Improvement Authority, the Northern Irish independent healthcare regulator, under registration number 11992. All of our clinicians comply with the requirements of their professional bodies, the standards set by the healthcare regulators we are registered with and, importantly, the General Medical Council guidelines on remote prescribing. Full details of our registrations and how we are regulated are here.
We are committed to providing continuity of care where clinically appropriate and may recommend follow-up appointments or further treatment.
4. Privacy
How we use any personal data that you give to us is set out in our Privacy Notice.
5. Use of the Online Doctor Services outside of the United Kingdom
Pharmacy2U Online Doctor Services make no claims or representations that any or all of the content on this website, or the Online Doctor Services may be lawfully viewed, downloaded or used outside the United Kingdom. Unless otherwise expressly stated, the content, this website and the Online Doctor Service are directed solely at users who access the Service from within the United Kingdom. If you choose to use the Service from outside of the United Kingdom, you do so at your own risk and are responsible for compliance with the laws of your jurisdiction. We provide our services in accordance with UK laws and regulations and cannot guarantee that this will comply with the rules of the country where you are located. If you are not a UK resident, then you must be located in the UK at the time of your medical consultation.
6. Our commitment to you
6.1 Each of our clinicians commits to:
6.1.1 Professional responsibility
Take professional responsibility for each patient who uses the Online Doctor Service to the same extent as a doctor would have responsibility when meeting a patient face to face.
6.1.2 Compliance
Provide a professional and transparent service that complies with the General Medical Council and the General Pharmaceutical Council Guidelines on remote prescribing, the Fundamental Standards as interpreted by England's healthcare inspectorate, the Care Quality Commission, and Northern Irelands inspectorate, the Regulation and Quality Improvement Authority, and clinical best practice.
6.1.3 Provide identification
Volunteer their name and General Medical Council/General Pharmaceutical Council professional registration number when prescribing medicines and communicating with patients.
6.1.4 Prescribe in the best interest of the patient
Prescribe medicines only when, in their professional judgement, it is in the patient's best interests to receive the medicine prescribed and refuse to prescribe medicines when they believe it is not in the patient's best interests to receive medicines without the benefit of a face-to-face consultation.
6.2 There are certain medicines that will not be issued by clinicians in any circumstances, which include:
6.2.1 controlled medication, such as strong painkillers, anxiolytics, sedatives and hypnotics and
6.2.2 medication that requires specialist prescribing and monitoring; and
6.2.3 medication that needs to be administered by injection (other than those listed on our website).
7. Your commitments when using the Online Doctor Service
As the patient, you commit to:
7.1 Accurate information
Answer all questions truthfully and fully.
7.2 Personal registration
Not register more than once.
7.3 Registration for someone other than yourself
Not register or complete questionnaires on behalf of anyone other than yourself.
7.4 Comply with instructions
Read carefully, each message uploaded into your secure online account before taking any medicines that our clinicians have prescribed and comply with any instructions given for each medicine. If you are uncertain as to how to use a testing kit or take any medicine that we have provided to you, you must contact us and you must not use the kit or medicine until you have sufficient information from us and understand the correct instructions.
7.5 Decisions at Online Doctor Services
Accept the Online Doctor Service decision when our clinician determines that it is not in your best interests to receive any requested medicine without the benefit of a face-to-face consultation.
7.6 Abusive Behaviour
Treat our clinicians and staff with respect. We do not tolerate abusive behaviour. In the event of such behaviour we are within our rights to deactivate your account.
7.7 Notify your GP
With your consent and provided you send us in writing the name and contact information of your GP, we will always offer to inform your GP of any medicines that our clinicians prescribe. For select services we are obliged to notify your GP of the treatment we provide to you. However, we will always offer to notify your GP of any medicines that we have prescribed, but if you do not consent to us contacting your GP, it is your responsibility to notify your GP. If you decide not to notify your GP, it is important that you keep a record of any medicines that we have prescribed.
Please note that in emergency situations, we may need to contact a healthcare professional, social services or the emergency services without your consent, regardless of whether or not you have refused your consent for us to notify your GP. This includes, but is not limited to, situations where we may believe that you are, or someone else is:
7.7.1 at risk of neglect, sexual, physical or emotional abuse;
7.7.2 a serious crime has occurred or may occur;
7.7.3 we consider that someone may be at risk of significant harm or serious addiction as a result of the information we receive;
7.7.4 if we have significant concerns about your health and/or wellbeing; or
7.7.5 where this is otherwise required by law.
7.8 Protect medicines
Ensure that no-one other than yourself has access to any medicines that we make available to you.
7.9 Expiry date
Ensure that any medicines prescribed in advance of need are not used beyond their expiry date.
7.10 Notify side-effects
Inform us via your online account if you experience any side-effects from any medicines, we make available to you or if you think that any medicine, we made available to you has not been effective.
Ordering Medicines and Online Doctor Services
8. Information and advice
8.1 The information and advice provided by Online Doctor Service is based on the information you supply to us. It is your responsibility to ensure this. You accept that failure to provide information that is correct and complete (whether intentionally or not) will affect the information and advice we give to you and the medicines we supply to you and, as such, may have consequences for which we are not responsible.
8.2 We aim to respond to all requests for information and advice within two business days – business days being Monday to Friday, excluding public holidays.
8.3 Follow up:
8.3.1 Our clinical team may contact you to check how you are getting on after using the service.
8.3.2 One of our team may also contact you for feedback about your service experience to help us improve to ensure we meet your needs.
8.4 From time to time we use anonymised or pseudonymised information (this means it is impossible to identify individuals) to carry out an evaluation of our service, to report on and improve the standards of clinical care and service we provide, and to help inform good clinical practice.
9. Pricing
All prices on our website are in pounds sterling and include VAT unless expressly stated otherwise. We take care to ensure that all pricing information on our website is accurate but occasionally there may be an error. If an error has occurred and the price charged is too high, we will identify all those that have overpaid and refund the difference.
10. Discounts
Prize draws and promotions
From time to time, we will run promotional offers and discounts on our services.
Unless otherwise stated:
Discounts cannot be applied retrospectively- you can only claim the discounts during the time of the promotion and not before or after
We reserve the right to withdraw such offers at any time
We reserve the right to amend the discounts or the terms and conditions applicable to that promotional offer where we consider it reasonable and necessary to do so.
11. Concluding a binding contract
When we receive an order from you to purchase goods or services from us, we will confirm that we have received the order by sending a confirmation email to the contact email address that you supplied. Your order is an offer to purchase an item and will not be binding on us until we either prescribe your medicine, dispatch a test kit or other goods, or otherwise commence a clinical service, whichever occurs first. Professional codes of conduct and legal restrictions may limit the number and frequency of any item we are permitted to supply to you and, as such, we have no obligation to supply quantities exceeding the relevant permitted maximum and will charge only for those we do supply. We reserve the right to reject any order.
12. Delivery costs
View more information about delivery costs.
13. Payment and refunds
In providing payment card details, you confirm that you are authorised to use the card and authorise us, or our payment service provider, to take payment in full for the items in your order and any associated delivery fees and any other charges that become due to us under these terms and conditions. The transaction will appear on your bank or card statement as Pharmacy2U Ltd
Refunds, if applicable, will only be made using the payment gateway (e.g. Stripe) to the card originally used for payment. Refunds may take up to five working days to appear on a card statement.
All our prescriptions are valid for six months from the prescription date. When you place an order for a medicine and nominate a pharmacy for collection, if our clinicians approve your order and prescribe. YOU MUST COLLECT THE MEDICINE WITHIN SIX MONTHS. AFTER THIS TIME, YOU WILL NOT BE ENTITLED TO A REFUND.
If you choose to pay via PayPal, then your use of the PayPal service is governed by the PayPal user agreement in force from time to time. Please refer to the PayPal user agreement for details of the terms and conditions applicable to payments and refunds processed through PayPal.
14. Authorisation of orders for medicines
Our clinicians can only make a decision as to whether it is in the best interests of the patient to receive a medicine when the clinician has all relevant information. On occasion, this may require the clinician to ask the patient for additional information further to the information that was provided in response to an online questionnaire.
15. Non-availability/substitutes
If a patient’s chosen pharmacy is unable to fulfil a prescription or supply goods ordered, we will contact the patient to agree an alternative pharmacy that we have already identified as having the item available. The original prescription/order will be revoked, and a new prescription/order will be sent to the new pharmacy.
16. Delivery of orders
Online Doctor prescriptions will be fulfilled by Pharmacy2U Limited; a registered pharmacy and company incorporated in England and Wales under 03802593 and registered offices at Lumina, Park Approach, Thorpe Park, Leeds LS15 8GB. GPhC registered premise:
Unit 4B, Victoria Industrial Park, Victoria Road, Leeds, West Yorkshire, LS14 2LA (Registration number 9010146);
17 Wadsworth Rd, Perivale, Greenford UB6 7JD (Registration number 9011437);
Unit 3 Mountpark, Robson Wy, Coalville LE67 1GQ (Registration number 9011308).
Superintendent Pharmacist: Philip Martin Day (GPhC registration number 2043558).
View delivery information and costs
Cancellation rights
You have a statutory ‘cooling-off’ right which entitles you to cancel your order within 14 days of delivery of the goods in your order (certain exceptions apply) or within 14 days of the date of any agreement to provide Services to you. You also have rights in respect of items that are damaged on receipt or faulty. Details of these rights and how to exercise these rights are set out in the email we send to you to confirm your order and below.
All cancellations for goods must be received and reviewed by us because given the nature of the goods or medicines we may deliver to you it is not always possible for us to accept your cancellation request.
By placing an order for services that include a Clinical Assessment, you confirm that you request us to begin providing the service immediately and acknowledge that you will lose your right to cancel once the assessment has been completed.
17. Prescription Medicines
The statutory “cooling off” right does not apply to the supply of prescription medicines and the supply of other medicines by a health care professional as part of a health service. When you place an order for medicines or take up a service that involves the prescribing of medicines this will require us to perform an assessment of your clinical suitability for the medicines before they can be approved for supply (“Clinical Assessment”). When you place an order, you agree to us commencing this Clinical Assessment and once this Clinical Assessment has been completed, you will have no legal right to cancel your order.
Examples of this service are vaccination services and prescription services or medicated weight loss injection treatments including Saxenda®, Wegovy® and Mounjaro®.
18. Other goods
For goods that do not require a prescription or consultation, you have the right to cancel your order within 14 days of receipt.
For orders with multiple goods items, this will be within 14 days of delivery of the last test kit or goods item.
19. Reasons why you cannot change your mind.
You cannot change your mind about any order for items which are sealed for health protection or hygiene reasons once these have been unsealed after delivery to you, for example where a test kit has been tampered with following delivery i.e. it has been used or opened. We will not be able to accept any returns or issue refunds for such test kits.
20. The deadline for changing your mind.
If you change your mind about a product that is not a prescription or a pharmacy medicine, you must let us know no later than 14 days after the day we deliver it. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery. If you change your mind about a service, you must let us know no later than 14 days after the day on which you ordered it or, if later, the day on which we confirm acceptance of your order.
21. How to let us know.
To let us know you want to change your mind, contact us through your secure online account.
22. You have to return the product at your own cost.
You have to return your product to us within 14 days of your telling us you have changed your mind. Returns are at your own cost. You should return a prescription product/medicine to any pharmacy for destruction. Please use the returns envelope supplied within your test kit to return an unwanted test kit. Any other product, please return to LPOD, 17 Wadsworth Road, Perivale, UB6 7JD.
23.We only refund the standard cost of delivering your items to you.
We do not refund any extra you have paid for express delivery or delivery at a particular time, and we do not refund the cost of returning items to us.
24. Why we may reduce your refund.
If you cancel an order for our products or services after we have provided any form of Clinical Assessment but before medication has been sent to you, we may charge you our standard administration fee to cover the costs of that Clinical Assessment. Your refund will be reduced by this amount.
If you handle any over the counter product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the product-branded packaging is damaged, or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.
25. Services
Where an order is for services only, you can cancel within 14 days of the date of the agreement between us being made. However, if you have completed registration and received services before cancellation, we can reduce your refund to reflect the value of those services.
26. When and how we refund you.
If you tell us, you have changed your mind about an item that has not been delivered, we refund you as soon as possible and within 14 days.
If you are sending an item back to us, we refund you within 14 days of receiving it (or receiving evidence you have sent it to us).
If you cancel a service, we will refund you within 14 days of receiving your cancellation request.
We refund you by the method you used for payment. We do not charge a fee for the refund. You will see the transaction as “Lloyds Online” on your bank or card statement.
27. Our right to cancel
27.1 It is at our clinicians’ discretion to provide treatment to you. Where a clinician refuses to administer any treatment requested, your account will be updated with a full explanation as to why this has been refused. You can obtain a copy of your account at any time on request.
In this circumstance where payment has been taken, we will issue a refund to you to the payment card that you used for the original transaction.
27.2 Wegovy® Saxenda® and Mounjaro®
When we provide a Clinical Assessment to you for the prescription of Wegovy® Saxenda® or Mounjaro® a condition of issuing a first prescription to you is that you submit to us a video demonstrating your BMI in accordance with the instructions that we provide to you. You will be required to resubmit your BMI video every 12 months whilst receiving this treatment. We take payment for the Wegovy® Saxenda® or Mounjaro® prescription before the video is submitted. If you do not submit your BMI video to us within 6 months of your Clinical Assessment your prescription will expire or be cancelled, and you'll be entitled to a refund. If your BMI Video demonstrates that you are not eligible for Wegovy® Saxenda® or Mounjaro® we will issue you a full refund.
27.3 In other circumstances we may not be able to accept your order for example where:
27.3.1 There is no availability of the medicines you require;
27.3.2 You are not eligible to use our services;
27.3.3 There is an issue with us taking your payment; or
27.3.4 The pricing provided by us is incorrect.
In these circumstances, where payment has been taken, we will issue a refund to you to the payment card that you used for the original transaction.
28. Faulty or damaged goods
If you believe that test kits or goods that we have supplied to you are damaged or faulty in some way, please contact us as soon as possible after delivery so we can discuss the issue with you.
29. Our liability to you
29.1 We accept full clinical responsibility for all our patients to the full extent that the law requires. We will not be liable for any loss or damage (in contract negligence or otherwise) where:
29.1.1 There is no breach of a legal duty of care owed to you by us or;
29.1.2 The loss or damage is not a reasonably foreseeable result of any such breach or;
29. 1.3 Any loss or damage or increased risk of loss or damage results from a breach by you of these Terms and Conditions.
29.2 We are not responsible for:
29.2.1 loss or damage caused by you providing inaccurate or incomplete information;
29.2.2 loss of your emotional well-being including, but not limited to, any embarrassment caused;
29.2.3 loss or damage relating to your trade, business, craft or profession; or
29.2.4 losses suffered by third parties.
29.3 Nothing in these Terms and Conditions affects your statutory rights and excludes or limits our liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence or for failing to provide services with reasonable care and skill.
30. You have several options for resolving disputes with us
30.1 Our complaints policy. Our Customer Service Team: they will do their best to resolve any problems you have with us or our products.
30.2 You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
31. Other important terms apply to our contract
31.1 We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We will tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
31.2 Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
31.3 If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
31.4 Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you are not allowed to, but that does not mean we cannot do it later.
31.5 We can change these terms. We can make changes to these terms and conditions for example to deal with any change in the law or in relation to our business. The new version will be posted on the website and will take effect immediately on posting.
If you need these terms in an alternative format or require assistance to understand them, please contact us. We are committed to making our services accessible to everyone.
NOTHING IN THESE TERMS AND CONDITIONS SHALL AFFECT YOUR STATUTORY RIGHTS
Page updated: 26/06/2025
Previous updates: 25/06/2025, 07/04/2025