Terms & Conditions

1. Terms and Conditions

1.1 General

1.1.1 Online Clinic (UK) Limited trading as The Online Clinic ("We", "Us" or "Our") of 7 Tufton Street, London SW1P 3QB, undertakes to send the user ("You") for an online consultation with a registered medical practitioner ("the Doctor") to deal with and treat Your medical complaint.

1.1.2 Such consultation and treatment are subject to the terms and conditions of this agreement.

1.1.3 Not all consultations will lead to the offer of a prescription.

1.2 Warranties by the User

1.2.1 You warrant and undertake to complete the consultation questionnaire relating to Your condition contained on this website truthfully and honestly, disclosing all relevant information truthfully and to the best of Your knowledge.

1.2.2 This agreement becomes immediately void if You answer any question untruthfully.

1.3 Warranties by Online Clinic (UK) Limited

1.3.1 We warrant and undertake that Your consultation questionnaire will only be viewed by the Doctor and his staff for the purpose of treating Your medical condition and by the Pharmacist who dispenses any medication pursuant to any prescription that the doctor may issue.

1.3.2 We warrant and undertake that any prescription that the Doctor may issue or any medicine he may prescribe will only be filled by a UK registered pharmacist. Prescriptions are submitted in encrypted form by electronic means to Our designated pharmacy. The prescription will be sent bearing the digital signature of the prescribing doctor. You agree to such electronic transmission. Any medication that You may purchase will only be dispensed to You once the pharmacist is in possession of this prescription in accordance with the rules of the General Pharmaceutical Council of Great Britain.

2. Intellectual Property

2.1 All material contained and presented on this website, including but not limited to text and graphics is the copyright or similar rights of Online Clinic (UK) Limited, unless otherwise expressly stated.

2.2 We reserve the rights and strictly forbid any unauthorised use or duplication. Any statutorily authorised rights to print or download are strictly limited for Your sole personal use. No material, however, can be used for any commercial purpose whatsoever.

2.3 Any copies of the pages of this website which You save, by any means whatsoever, can only be used for subsequent viewing purposes or to print extracts for personal use.

2.4 Unless otherwise expressly permitted in writing, You may not create a database in any form whatsoever of these web pages.

3. Disclaimers

3.1 We do not represent nor make any warranty in respect of the accuracy, reliability or continuous supply of any of the information on this website. The services and information contained on this website are only for general information and use and are not intended to address Your particular requirements.

3.2 Any reliance You place upon any material on this website will be at Your sole risk. We reserve the right in Our sole discretion, but without any obligation, to make amendments or improvements to, or withdraw or correct any error or omission in any of the material without notice.

3.3 In particular, the publicly available information presented on Our website does not constitute any form of advice or recommendation by Us and is not intended to be relied upon by You in making any specific medical or other decision. Appropriate independent medical advice should be obtained before making any such decision. If you have registered with Us and have submitted a consultation, the result of which is advice or a treatment recommendation, then this can be relied upon as independent medical advice and is not covered by this disclaimer.

3.4 Our services and the materials on this website are provided by Us on an "as is" basis and We expressly disclaim any and all warranties (subject to clause 1.3 above), express or implied, to the extent permitted by applicable law.

3.5 To the fullest extent permitted by applicable laws, We hereby disclaim all liability for any claims, loss, demands, or damages of any kind whatsoever with respect to Our services, information and materials given by Us including, without limitation, direct, indirect, incidental or consequential loss or damages. The foregoing will apply whether such claims, loss or damages arise in tort, contract, negligence, under statute or otherwise.

3.6 We do not ship medications or other products to addresses outside the UK. If You use a freight forwarding address in order to circumvent the requirement to have a UK address, the purchase will be cancelled and any payment returned.

3.7 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.

4. Privacy Statement

4.1 We are committed to protecting and respecting Your privacy and to using technology to enhance Your online security. Before You use certain areas of this website, We ask You to register on it by requiring You to enter Your personal information, including "sensitive personal data" as defined by the Data Protection Act 1998 ("the Act"). We will not release to any third party any personally identifying information obtained in this way, without Your prior written consent. We will only use the information that We collect about You lawfully and in accordance with the Act.

4.2 In respect of the aforementioned "sensitive personal data" by accepting this agreement You grant Us explicit consent to collect such data.

4.3 We will limit the collection and use of such information to the minimum required to deliver, develop and improve Our services and other opportunities and the efficient administration of the Doctor’s consultation.

4.4 The personal information which We hold will be held securely in accordance with Our internal security policy and the law.

4.5 To make sure Your personal information remains confidential, We communicate these privacy guidelines to all of Our employees.

4.6 This website may contain links to other websites however We do not share Your personal information with those websites and are not responsible for their privacy practices. We encourage You to learn about the privacy policies of those companies. Accordingly, this privacy statement and policy apply only to this website and not to linked websites.

4.7 At the time of registration You were added to Our e-mail database. You can remove yourself from the e-mail database at any point from Your patient dashboard or by e-mailing us at customerservice@theonlineclinic.co.uk with Your instructions. The Online Clinic e-mail database is used exclusively by The Online Clinic to inform registered patients of special offers or changes to the service. No patient e-mail address is ever sold or leased to a third party. Please note that you cannot opt out of emails that are essential for the provision of our service. These emails are limited to details about your consultation, prescription or any order.

4.8 Your visit to and use of this website and any dispute over privacy is subject to this Statement of Privacy and the laws of England and Wales.

4.9 This statement is applicable only to information collected from You during Your visit to this website. We will display a prominent notice on this website’s homepage whenever this privacy statement is updated or changed and You should check Our privacy statement periodically. By choosing to continue usage of this website, You agree to the terms of this privacy statement.

5. Cookies

5.1 You confirm that You have been notified that this website uses cookies. You can read more about cookies here.

6. Identity Checks

6.1 Online Clinic (UK) Limited will perform an automated check to confirm your identity at the point that you submit a consultation on the website. We will share your name, date of birth and address with a third party provider to validate your identity. The third party provider is contracted to us and they will not use your details for any marketing purposes and your details will not be shared outside that organisation. By proceeding with a consultation you agree to this validation being performed. You can opt out of this automated check by contacting us after you submit the registration page but before you submit a consultation. In the event of you opting out from the automated check, we will require another form of ID, such as a passport or driving licence in digital format and this will be stored on your profile with us.

6.2 In accordance with guidelines for England and Wales, medical records are retained for 10 years after the death of the patient. The Online Clinic reserves the right to perform an automated check with the General Records Office 10 years after a patient record is last accessed by the patient in order to establish if the patient is deceased.

6.3 If a patient registers with The Online Clinic more than once, the records will be merged so that clinicians have access to the entire record presented to us.

7. Right to Cancel and Refunds

7.1 Medicines are exempt from the Consumer Protection (Distance Selling) Regulation 2000. Therefore, Online Clinic (UK) Limited does not accept returns as there is no way of ensuring the integrity of the medication. However, we will offer a full refund or exchange of goods in the following circumstances:

• Although Online Clinic (UK) Limited makes every effort to ensure that your order reaches you in good condition, if you are dissatisfied with the condition of your package when it arrives then you should notify us within two working days of receipt, explaining the nature of the problem. Your complaint may be by way of letter, e-mail or telephone. Online Clinic (UK) Limited will offer to replace the damaged item or issue a full refund immediately on receipt of the returned goods.
• Every care is taken to ensure that we dispatch the correct medication. If the medication that you receive is not what you ordered then we will offer to exchange your item or offer a full refund. You must inform us of your concern within two working days.
• If your item does not arrive and it cannot be traced by Royal Mail then we will dispatch a replacement item immediately by Royal Mail Special Delivery at no extra charge.

7.2 If after placing your order you change your mind, then you can cancel the order for a full refund so long as the prescription has not been issued. Once the prescription has been issued, there is a £10.00 administration fee that is applied to a cancellation or other change (such as changing the prescription for another item) prior to an item being dispatched or collected. Once the item has been dispatched or collected, it is deemed to have left the pharmaceutical supply network and it cannot be used for another patient so therefore cannot be cancelled for a refund.

7.3 Refrigerated medications cannot be sent out again if they are returned to us by the courier company and they are outside the stability period. If a delivery was attempted on time but you were not available to take delivery of the item and it is returned to us outside the stability period, then the medication must be sent for safe destruction. No refund is due in these circumstances.

7.4 If your order is for an item where a prescription is not required, then it can be cancelled for a full refund any time prior to dispatch. Following dispatch, there is a £5.00 administration fee to process a cancellation and refund. Any shipping fee is non-refundable.

7.5 The Day 2 Covid Test cannot be cancelled for a refund after the booking reference is issued. This is required to prevent the fraudulent use of booking reference numbers on passenger locator forms.

7.6 If you have paid for a telephone consultation and the consultation does not take place because a doctor fails to call you, the fee for the consultation will be refunded in full. If the doctor attempts to call you and there is no answer, we will attempt to call back at another time. If you decide to cancel after the doctor has attempted to call you, there is a £15 admin fee, which will be deducted from the refund.

8. Delivery Fees

8.1 All medications are sent by a next day courier services standard. The fees vary by courier and choices will be made available where possible. The minimum delivery fee is £4.95. If you require Saturday delivery and that is not included as standard by the courier you select, this will be charged separately.

You statutory rights are not affected.

9. VAT

9.1 Prescription medications are zero rated for VAT in the United Kingdom. Medical services are exempt from VAT in the United Kingdom. You will therefore not be charged VAT on any purchase made via The Online Clinic.

10. Debit and Credit Card Transactions

10.1 If you are paying by debit or credit card, your card will be charged immediately after you make a payment on our website.