Terms and Conditions of Supply

THESE T&CS APPLY WHERE YOU PLACE AN ORDER WITH US. PLEASE READ THEM CAREFULLY AS THEY ARE LEGALLY BINDING AND CONTAIN KEY INFORMATION ABOUT YOUR RIGHTS AND OBLIGATIONS (INCLUDING THE SECTION YOUR LIABILITY TO US). WE RECOMMEND THAT YOU PRINT AND KEEP A COPY FOR YOUR RECORDS.

 

NOTHING IN THESE T&CS AFFECTS YOUR STATUTORY RIGHTS.

 

Our website and any purchases made are intended for private use only. If you would like to make a purchase in a business or trading capacity, please contact us at care@pharmacyprime.com and we will provide you with the applicable terms and conditions.

This service is not to be used as an emergency medication service. If you do you this is at your own risk. We ship orders on Monday - Fridays subject to a cut off time. Please refer to our Delivery page and further details below.

The T&Cs are split out into the following Parts:

• Part 1 – General & Online Pharmacy Shop T&Cs. These apply to you no matter what products and / or services you order from us, including where you purchase over the counter medicines from us or make a use of our online clinic services. Please read this carefully as it forms a part of your contract with us.
• Part 2 – Online Clinic T&Cs. If you take online clinic services from us, these T&Cs will apply to you in addition to the T&Cs set out in Part 1. Please read both Parts carefully as they form a part of your contract with us.
• Part 3 – Prime Plan T&Cs. If you subscribe to our Prime Plan, these T&Cs will apply to you in addition to the T&Cs set out in Parts 1 and 2. Please read all Parts carefully as they form a part of your contract with us.

 

PART 1 – GENERAL & ONLINE PHARMACY SHOP T&Cs

These T&Cs May Have Changed Since You Last Reviewed Them

We may amend our T&Cs at any time and the T&Cs that apply to your order will be those on the website at the time that you place your order. For previous versions of these terms, please contact us.

About us

This website (www.pharmacyprime.com) is owned and operated by MDS Healthcare Limited (trading as Pharmacy Prime), a private limited company registered in England and Wales under company number 08078964 with registered office address at 464 Ranglet Road, Walton Summit Centre, Preston PR5 8AR. Our VAT number is 135436520.

The Pharmacy

Our online pharmacy services are delivered by Pharmalogic Chemist, also owned and operated by us. Pharmalogic Chemist is a registered UK pharmacy regulated by the General Pharmaceutical Council with licence number 9010938. The pharmacy is located at 464 Ranglet Road, Walton Summit Centre, Preston PR5 8AR and the superintendent is Haroon Amanji. All medicines supplied as a part of your order will be dispensed and supplied from Pharmalogic Chemist, unless you are informed otherwise. Any references in the T&Cs to the Pharmacy will be to Pharmalogic Chemist.

The Healthcare Provider

Unless you are informed otherwise, our online clinic services are delivered by Blueco Healthcare Limited (Blueco). Blueco’s clinicians are based in the UK and are registered with the Nursing and Midwifery Council, the General Medical Council and the General Pharmaceutical Council. You can find the details of the clinicians available on this service here. Blueco’s services are overseen by Haroon Amanji, who is a clinical pharmacist registered with the General Pharmaceutical Council under registration number 2070534. Any references in the T&Cs to the Healthcare Provider will be to Blueco.

All clinicians are bound by codes of professional ethics and conduct. In addition to their prescribing training, each clinician is trained in how to conduct consultations remotely and how to safely and effectively prescribe the treatments included as part of your service. Note that each clinician is individually responsible for any prescription they issue.

Where to Find Information About Us, Our Products And Services

You can find everything you need to know about us, Pharmacy Prime, our products and our services on our website before you order. We also confirm the key information to you in writing after you order, either by email or in your online account.

How to Contact Us

If you need any information or have a complaint about this website or any of our products or services (or these T&Cs) please contact us by one of the following methods and our team will do their best to respond to your queries and resolve any issues you have:

Email: care@pharmacyprime.com (for the Online Pharmacy Shop)

Email: clinic@pharmacyprime.com (for the Online Clinic)

Mail: 464 Ranglet Road, Walton Summit Centre, Preston PR5 8AR

Telephone: 03330 34 24 38

For details on how to contact the Healthcare Provider and the Pharmacy, please refer to the relevant sections below.

Order Restrictions

We only accept orders from people aged 18 and over who are based in the UK. By placing an order, you confirm that you meet this criteria.

Placing an Order

When you place an order with us, it is your responsibility to check that your order is accurate before submitting it to us. Incorrect details provided when placing an order may not be adjusted as we process orders immediately.

• We only accept orders when we’ve checked them

We will contact you at the email address provided by you in your order to confirm that we have received your order. Your order is an offer to purchase an item / service and will not be binding on us until:

• in relation to orders for the online clinic services, we accept by approving the Order; or
• in relation to all other orders, we accept by dispatching or supplying the product (and confirm dispatch or supply to you). 

• Sometimes we reject orders or amend orders

Sometimes we reject orders, for example because we have been unable to verify your age, because the item you have ordered is out of stock, because a product has been mispriced by us or because you do not satisfy our residency requirement. Where this happens, we will let you know as soon as possible and refund any sums you have paid.

If an item in your order is out of stock, where it is safe, appropriate and possible to do so, we may provide you with a substitute. We reserve the right to refuse service to anyone for any reason at any time. This includes cancelling your order because we do not feel the supply is safe, appropriate or in your best interest. We reserve the right to limit the quantities of any products or services that we offer (including for non-clinical reasons). We may also limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card and / or orders that use the same billing and / or shipping address. If we do amend or cancel an order in line with this, we will notify you using the email address used at the time that the order was made.

Also, our professional codes of conduct and legal restrictions may limit the number 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 limit or prohibit orders that, in our opinion, appear to be placed by dealers, resellers or distributors, or for commercial reasons.

Purchasing Over the Counter Medicines

Where you choose to purchase over the counter medicines (including general sales list and pharmacy only medicines) from us, this section will apply.

• ID Checks and Age Verification

We only supply some items (including all pharmacy only medicines) to patients who pass ID and age verification checks. This does not impact your credit report and it is similar to the checks that a GP would do as part of your registration. If we are unable to verify your identity via our automated system, we will contact you using the email address used to place the order to request a copy of your ID. Your order will not be processed until we can verify your ID and age.

Where we request information from you in relation to your identity, you must respond as soon as possible. If you fail our ID check, or you do not provide us with information that we request, we will cancel your order. We won’t charge you for your order but we will charge you an administrative fee of £5 (unless we choose to waive this).

• Medication Records

We maintain records of medications supplied to you from our online shop. This is to ensure that medicines we supply to you are safe and appropriate. We track the supply and implement controls on some of the medications we supply.

• Restrictions on Supply

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.

• Supplying in Your Best Interest

The Pharmacy can only make a decision as to whether it is in the best interests of the patient to receive medicine when it has all relevant information. On occasion, this may require the Pharmacy to ask you for additional information further to the information that was provided in response to an online questionnaire. You must ensure that all the information you provide to is accurate, honest and complete.

Product Information

We try to ensure that all information and colours are correct at the time of their publication but the representation of colours on your browser may differ from the actual colours of products supplied. The photos on the website are for illustrative purposes only and, although we have made every effort to display the description, size, colours and packaging accurately, we cannot guarantee that this accurately reflects the products and the same may vary. We are not responsible for any errors or inaccuracies in the description, size, colours and packaging. Any typographical, clerical or other error is subject to correction without any liability on our part.

Any advice or recommendation given on this website or otherwise given to you by us, or any of our employees or agents, is followed or acted upon entirely at your own risk and we are not liable for such advice or recommendation. Please always read the packaging and patient information leaflet supplied with the product(s).

Please note that not all products are suitable for all medical ailments and, occasionally, their use may interfere with any treatment you are receiving or aggravate a condition. You should check with your GP before using any medical product.

Product Pricing and VAT

We take care to ensure that all pricing information on our website is accurate but occasionally there may be an error. All prices on the website are in pounds sterling and (where applicable) include VAT unless stated otherwise. If the rate of VAT changes between your order date and the date we supply your items, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

When We Charge You

We will authorise your payment card when you order and charge you when we accept your order or supply your product. Where you sign up to a subscription service (as detailed in the Prime Plan section in Part 3 below), we take payment at regular intervals, as explained to you during the ordering process. You will own any goods you buy from us once we have received payment for them in full.

You agree to provide current, complete and accurate purchase and account information for all purchases made at with us. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

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, postage and packing charges and any other charges that become due to us under these T&Cs.

Delivery

• Postage and Packaging Charges

Postage and packing charges will be added to the cost of your order (where relevant) and will depend on the total cost of the items you order and, where delivery options are provided, the option you choose.

The postage and packaging charge you will pay will be displayed on screen before you confirm your order to us. Where multiple items are included in one order, we may dispatch the items separately, in which case, you will only be charged one postage and packing charge.

• Delivery Services (including cold chain storage)

Delivery costs, options and services (and our logistics partners) will differ and be offered in line with your delivery address and the services & products that form a part of your order.

If your order contain items which require cold chain storage, the designated delivery service will automatically be selected and applied to your order. For all other orders, delivery will be made in line with the delivery option chosen by you when you place your order. For details of our delivery options, please see our Delivery page.

Where your order contains items which require cold chain storage, you understand that delivery must be made and taken within the timeframe specified, and that you may have to provide a pin and / or ID in order for the delivery to be made.

• Missed and Non-Deliveries

If you miss the attempted delivery(s) made by our logistics partners (or, where required, fail to provide or provide the wrong PIN), you understand that the order may be returned to us and you will be responsible for the cost of the return to us and any re-delivery attempt(s) (unless we choose to waive this).

If your order is returned to us and you fail to rearrange your delivery within the timeframe specified to you:

• where we are required to do so because of the items that are included in your order, we will destroy your order and charge you in full; or
• for all other orders, we will refund you the cost of your order minus the fees incurred by us in arranging delivery, return and re-stocking.

Where possible, if you miss the delivery attempt, the logistics partner may deliver to a safe place or re-route your order to a post office / collection point. You understand that, where this happens, it is solely your responsibility to retrieve the order from the safe place or collect it from the post office / collection point within a reasonable time (taking into account the nature of the items in your order and any timeframe applicable to the cold chain storage). We will not be responsible for any expiry of cold chain storage in such circumstances.

We’re Not Responsible for Damage in Transit

Although we take all necessary and reasonable precautions for safe transit, if the order that you receive has been damaged materially, please contact us before use.

We're Not Responsible for Delays Outside of Our Control

If our supply of your order is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact us using the details set out above to end the contract and receive a refund for any products and / or services you have paid for in advance, but not received.

Cancellation & Returns

• Statutory ‘cooling off’ right

For some products ordered from our website, you have the legal right under consumer law to change your mind about your purchase and receive a refund of what you have paid for it, including any standard delivery costs (but we don't refund any extra you have paid for express delivery or delivery at a particular time). But this doesn’t always apply – please refer to the section below for items and orders that are excluded from this right.

The deadline for changing your mind under the cooling off right

If you change your mind about a product, you must let us know no more than 14 days after the day that we deliver your order. If the goods are for regular delivery (for example, a subscription under Prime Plan if this right applies), you can only change your mind after the first delivery. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.

How to let us know

Please email us using the details above in the ‘How to Contact Us’ section in order to begin the returns process. We will then confirm if your product falls within the categories of those that can be returned under this section and, if so, provide you with instructions on how to return the product(s) to us.

Returning the product(s) to us

We must receive any product(s) for return within 14 days of us confirming that your items fall within the categories of products that can be returned. You are responsible for any postage costs incurred in returning the product(s) to us and we will not refund the same. 

To return items by post please repackage them carefully and return them to: Pharmacy Prime, 464 Ranglet Road, Walton Summit Centre, Preston, PR5 8AR. Please ensure that your package contains your order information and obtain ‘proof of postage’, to ensure any issues can be resolved if your order is lost in the postal system.

Items must be returned in the condition you received them if they are to be accepted by our team, which includes keeping any hygiene seals in place. You will lose your right to return an item if you unseal a product that needs to be sealed for health or hygiene reasons.

Please note that, as part of a registered pharmacy, we are required to destroy any medications sent back to us, so please be mindful of this when placing and returning orders.

Refunds and Reductions

Your refund will be processed once we receive your returned items. Refunds are credited to the original payment method used and will be made within 14 days of receipt of the returned items. 

We may reduce the amount of refund that you receive, in the event that non faulty items being returned are damaged or used in any way. The amount which we might reduce your refund by will be dependent on the decrease in value of your use of the item. You should note that should your use mean that your items cannot be resold, this reduction may be 100% and no refund will be due.

• Where the statutory cooling off right doesn’t apply

Prescription Medicines

If you order prescription medicines, the statutory cooling off right does not apply to you. This is because 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. 

Order for Prescribing or Clinic Services

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. When you place an order, you agree to us commencing this assessment and, as such, once this assessment has been completed, you will have no legal right to cancel your order.

Other Reasons

You cannot change your mind about an order for items which are sealed for health protection or hygiene reasons once these have been unsealed after delivery to you. You also cannot change your mind about an order for services (once these have been completed).

• Damaged and Faulty Products

We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Consumer law allows you to claim a refund on faulty goods within 30 days of receipt. In some cases we may offer to replace or repair the item free of charge. If the first repaired or replacement item we supply also turns out to be faulty then you can claim a refund at this point, which includes the price you paid for it plus any postal charges.

 This does not apply to items that have failed due to wear and tear. You may have additional manufacturer's warranties with some products, such as electrical items, giving you additional rights and you should check these carefully.

If you believe any of the items you have ordered to be damaged or faulty, please email us using the details above in the ‘How to Contact Us’ section. 

• Other Cancellations

We strive to process and dispatch orders as quickly as possible to ensure timely delivery to our customers. As such, please note the following cancellation policy:

• Order Approval: Once an order has been approved by a member of our team (including the pharmacy team), it cannot be cancelled. This is due to our commitment to fast despatch times and ensuring that your order reaches you promptly.

• Unapproved Orders: If your order has not yet been approved by our team, you may request a cancellation by contacting our customer service team using the details above in the ‘How to Contact Us’ section. We will do our best to accommodate your request, but we cannot guarantee cancellation if the order is already in the approval process. If we do manage to cancel your order before it has been approved, we will charge you an administrative fee of £5 for over the counter medicines and £15 for prescription only medicines (unless we choose to waive this) to take into account the work carried out by us before the cancellation of your order. If we cannot cancel your order, it will continue to be processed and fulfilled in line with these T&Cs.

Ending Your Subscription Contract with Us

Where you enter into a subscription arrangement with us (or a contract for repeat orders), we tell you when and how you can end an on-going contract with us during the ordering process and we confirm this information to you in writing after we've accepted your order.

Please refer to the Prime Plan section in Part 3 below. If you have any questions, please contact us using the details above in the ‘How to Contact Us’ section.

We Can End Our Contract with You

We can end our contract with you for your order and claim any compensation due to us (including enforcement costs) if:

• you provide us with inaccurate information (or we suspect the same);
• you create duplicate or multiple accounts for orders on our website (or we suspect the same);
• you do not, within a reasonable time of us asking for it, provide us with information, cooperation that we need to provide the product, for example information about your health; and / or
• you do not, within a reasonable time, either allow us to deliver the order to you.

Our Liability to You

We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section detailing this above.
• Avoidable. Something you could have avoided by taking reasonable action (including providing us with accurate information).
• A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

Your Liability to Us

You understand that this service is for personal use only and any use by you must be genuine and solely in the capacity of a patient seeking a healthcare service for a healthcare condition within the medication’s indicated use. In the event that you intentionally misuse the service in any way, or mislead us in your purpose for using the services (including by providing us with incorrect, incomplete or inaccurate information or having the intent of malice, defamation or bringing us, or the industry, into disrepute in any way), we will not be liable to you under this contract or otherwise. However, you understand that you (and any business or organisation that you are affiliated with) will be liable to us for any losses that we suffer as a result of the same, including any liabilities, costs, expenses, damages and losses (including any direct, indirect or consequential losses, loss of profit, loss of reputation) and all interest, penalties and legal costs suffered or incurred by us arising out of or connection with your actions and you (and / or any business or organisation that you are affiliated with) will indemnify us for the same. You also understand that we will pursue you in relation to the same and reserve all rights in connection with any loss or damage that we suffer as a result (whether in the torts of defamation, misrepresentation or negligence) or otherwise.

Other Changes We Can Make

Prices for our products are subject to change without notice. We reserve the right at any time to modify or discontinue any descriptions, products or services (or any part or content thereof) without notice at any time. We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of any products or services.

Where you enter into a subscription arrangement with us (such as Prime Plan or a contract for repeat orders), if we stop providing a product or service, we will notify you and refund any sums you’ve paid in advance for products or services which won’t be provided.

We Use Your Personal Data as Set Out in Our Privacy Policy

We will only use your personal information as set out in our Privacy & Cookies Policy.

Resolving Disputes with Us

We have several options for resolving disputes with us.

• Our complaints policy

Our customer service team (contactable using the details above in the ‘How to Contact Us’ section) will do their best to resolve any problems you have with us, our products or our services in line with our Complaints Policy.

• Resolving disputes without going to court.

Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to General Pharmaceutical Council by calling 020 3365 3400 or by completing an online form on their website at https://www.pharmacyregulation.org/. If you're not satisfied with the outcome you can still go to court.

• 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.

Complaints about the Pharmacy

If you have any questions or complaints about the Pharmacy or the services they provide, please contact the Pharmacy directly using its contact details found above in the ‘How to Contact Us’ section.

If you wish to make a formal complaint, you must do so in writing by email or post – these complaints cannot be taken by phone. This is to ensure that complaints are understood fully and that any subsequent communication is recorded. You can contact the Pharmacy in line with the following:

• email: care@pharmacyprime.com or (clinic@pharmacyprime.com if your complaint pertains to our online clinic) starting the subject line with ‘Formal Complaint’
• post: Haroon Amanji, Pharmalogic, 464 Ranglet Road, Walton Summit, Bamber Bridge, PR5 8AR

Whilst the Pharmacy will try its best to investigate complaints and resolve issues, if you are not satisfied with the outcome and do not wish to discuss this further with the Pharmacy, you can instead contact the General Pharmaceutical Council by writing to them at 25 Canada Square, London, E14 5LQ. More information about the General Pharmaceutical Council and how they handle complaints can be found on their website (https://www.pharmacyregulation.org).

Other Important T&Cs

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.

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.

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.

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.

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.

LAST UPDATED: 12 September 2024

 

PART 2 – ONLINE CLINIC T&Cs

Before you use this service please note that we do not offer urgent medical advice or immediate medical attention. If you require urgent medical advice or immediate medical attention, please do not use this service. Instead, contact the following:

• If you need urgent medical advice for a non-life threatening condition call 111 from any telephone on a UK network or visit https://111.nhs.uk/.
• If you need immediate medical attention visit your nearest A&E or call 999 from any telephone on a UK network. You should call 999 in a life-threatening emergency only.

Additionally, this service operates as a remote service. In line with this, it is limited and we cannot provide in-person services within our locations or access detailed information held by your GP or other records (other than as set out below, including SCR).

In using this service, you understand that this may limit our (or the Healthcare Provider’s / Pharmacy’s) ability to provide some services effectively. If this is applicable, you may be able to receive this service from another provider or your NHS GP and we recommend contacting them where this is the case.

These T&Cs

Where you choose to purchase products and services from our online clinic (including the prescribing and dispensing of medications and / or our Prime Plan), these T&Cs will apply to you in addition to the T&Cs set out in Part 1. Please read both sections carefully.

Where relevant in this Part, any reference to ‘we’, ‘us’ or ‘our’ includes the Healthcare Provider and / or the Pharmacy.

Information About You and Provided by You

• Your obligation to provide accurate information and keep us updated

The online clinic products and services include medications. In order to receive these services or buy these medications you will need to provide us with both personal information (such as your name and address) and sensitive personal information (such as your symptoms, medication you take and pre-existing medical conditions).

You must ensure at all times (and confirm) that the information that you provide to us is true, accurate, up-to-date and complete and that, if there are any errors, you correct these immediately. We will not be liable for any inaccuracies in the information that you provide. You must notify us immediately (and update the details on your record) if at any point any information that you have shared with us changes or becomes untrue (for example, if you are investigated for a new condition, become pregnant or start taking a new medication).

• SCR Access & Review

Most people in England have a Summary Care Record (SCR). Your SCR contains information such as your: (a) current medication, (b) allergies and details of any previous bad reactions to medicines and (c) name, address, date of birth and NHS number. Your SCR will also contain additional information, such as details of long-term conditions, significant medical history or specific communications needs, unless you have communicated to the NHS or your GP that you do not wish for this to be included.

The Healthcare Provider’s clinicians and the Pharmacy’s team are trained healthcare professionals and are able to access your SCR so they can make sure treatments they initiate and medication they prescribe are in your best interest. It allows them to make decisions safely with confidence and reduce the risk of prescribing errors. If your GP has enabled it, you too can access the information that is held in your SCR via the NHS app.

The Healthcare Provider’s clinicians and the Pharmacy’s team will seek to review your SCR when reviewing your order, prescribing the medication and dispensing the medication. In some cases the Healthcare Provider will still be able to provide you with the treatment without access to your SCR. However, to ensure that you are provided with the best service, we strongly advise you to give the Healthcare Provider consent to do so. In some cases, consent to access your SCR will be required for us to provide the services, you understand that without this we cannot prescribe or supply you with the medication.

You can contact the Healthcare Provider at any time to withdraw your consent, noting that this may mean they have to cease your treatment. If you do this, we can end our contract with you for your order and claim any compensation due to us.

• Record Keeping

In order for the Healthcare Provider to operate safely, they will create an electronic patient record for you. This will include any information you provide to us and records of medication supplied to you. You consent to us storing and processing your information within our systems in order to maintain this record.

You understand that we or the Healthcare Provider may need to archive your information for a period of time, in. In most cases, this is eight years after your last treatment, however some records are kept for different lengths of time and may be destroyed sooner.

• Primary Care Notification

It is important that your GP is kept informed of any medication or treatment you are receiving outside of their care. This is because they may hold the most complete records about your health, which is important for the provision of safe and effective care.

Unless you explicitly ask us not to, or it is determined that it is not essential for the provision of services, your GP will be informed about any medications or treatments that are provided to you.

It is important that you understand that not sharing this information may put you at risk and result in disjointed care. Therefore, this information sharing is essential. If you ask for information not to be shared, or you revoke your consent, this may mean that we will be unable to provide you with our services. Where this happens, we can end our contract with you for your order and claim any compensation due to us.

Where it is determined that we can provide services in the absence of Primary Care Notification, you agree that you are personally responsible for and will notify your GP and other health and care providers that you are undergoing treatment or using medication.

If you would like to revoke your consent and opt out of Primary Care Notification, please email the Healthcare Provider.

For more information on consent and confidential patient information, please click here.

Age & Identity Verification

In order to place an order for medication, you must be 18 or over and you must be in the United Kingdom. We only deliver medication to addresses in England, Scotland, Wales and Northern Ireland.

To provide you with services, to ensure that you are a genuine patient and as the Healthcare Provider is providing services at a distance, your age and identity will need to be verified. In order to do this, third party service providers are used and they carry out the required searches, including searches on consumer credit records.

By signing up to a service or selecting a product which includes pharmacy services, you consent to us using a third party service provider (and / or any of their appointed agents) to carry out the necessary searches, verify your identity and you agree to us sharing the information required for them to do so. This includes information such as your name, date of birth and address.

By consenting, you understand that your personal data will be processed in line with the service providers’ privacy notices.

Online Consultations & Further Consultations

Some services will require you to complete an online consultation form. Where this applies, you should take care to ensure that you understand the questions asked and that any information you provide here is up-to-date, complete and true. Any incorrect or false information may put your health at risk.

We will send the information provided to us on sign up and in the consultation form to the clinician and / or the Healthcare Provider for review and approval (including prescribing). We do not guarantee that a consultation review by the clinician and / or the Healthcare Provider will result in approval and issuing of a prescription. It is at the discretion of the clinician and / or the Healthcare Provider to approve or reject your order.

The Healthcare Provider may also deem that an online consultation is not suitable in your case. In this case you will be required to consult with the clinician via phone or video consultation.

Please note that if you feel that an online consultation is not suited to your needs, or you do not understand the questions asked in the online consultation form, you too can request a phone or video consultation. This will need to be booked in advance and is subject to availability.

Check-In Forms

Some services will require you to provide information to the clinicians and / or the Healthcare Provider on an ongoing, regular basis. This might include information on how your medication is working for you, if you are suffering from any side effects and if you need any additional support. You agree that you will complete any check-in forms as required on-time and you understand that failure to do so may result in your treatment being interrupted or ceased and could harm your health.

Dispensing & Delivery of Medication

The Healthcare Provider’s team works closely together with the Pharmacy and with us. This helps us to try to ensure that the treatments prescribed to you are kept in stock, delivered promptly (usually next day) and supplied to you at the best price possible.

Upon receipt of the relevant information (including your completed questionnaire and consultation) and payment, the Healthcare Provider will aim to respond to you within 24 hours on a weekday and 48 hours on a weekend (subject to any national or bank holidays). Please note that these timeframes are guidelines only and, although the Healthcare Provider will do its best to meet them, it cannot guarantee them.

If the clinician approves your treatment and issues you a prescription, this will be transferred to the pharmacy team for processing, dispensing and delivery. Where approved, the Pharmacy will fulfil and dispense your prescription.

If you prefer, the Healthcare Provider’s prescribers can transfer your prescription to another pharmacy or provide this to you to have dispensed at a pharmacy of your choice. Please note that in this case the price shown on our website will not apply, as you will need to pay the dispensing pharmacy directly the price they choose to charge.

There will also be a consultation fee (inclusive of a prescribing fee) payable to the Healthcare Provider and an administration fee, either for the platform the Healthcare Provider uses to securely transfer your electronic prescription to the pharmacy of your choice or for posting this out to you by tracked post.

Supplying in Your Best Interest & Choice of Treatment

After you complete an online consultation form you may, in some cases, be shown a range of possible treatments – the options and prices are indicative only. Ultimately the clinicians will determine if the medication is safe and appropriate for you, by assessing your best interests based on all relevant information. You understand that the Healthcare Professional prescribing your medication and the Pharmacy dispensing your medication will act in your best interest and will use the information you have provided to determine if the medicine is safe and appropriate for you.

To ensure adherence to best practice, professional codes of practice and remain within legislation and regulatory guidance, the clinician and / or the Healthcare Provider makes no binding commitments to prescribe and / or supply you with the medication that was initially offered or selected and reserves the right to reject any orders.

The decision on whether or not to accept or decline an order is at the Healthcare Provider’s sole discretion, based on their medical assessment of the information that you have provided. The Healthcare Provider also reserves the right to limit the amount and frequency of medication supplied and reject orders. In any event, you will only be charged for the medication that is supplied. You understand that any incorrect and / or inaccurate information may lead to harm to your health and even death.

If the Healthcare Provider has any further questions or wishes to clarify any information provided they will reach out to you via your preferred method of contact, this is usually via email or telephone.

The Healthcare Provider endeavours to keep you informed of its decisions and, where possible, make decisions after consulting with you. If a decision is made that a treatment or medicine is not suitable for you, the Healthcare Provider will endeavour to reach out and provide an explanation of why the treatment was declined. In this case you will not be charged and if you have already paid this will be refunded to you in full within 14 days.

Off-Label Prescribing

The Healthcare Provider will only prescribe off-label when doing so is evidence-backed, widely accepted clinical practice and where a suitable alternative licensed medicine is not available or is not suitable for you.

If you are prescribed medication off-label, we will ensure that you are informed about this, what it means and give you a way to ask further questions.

Please be aware that information online and even in the manufacturer's Patient Information Leaflet may not be tailored to why and how you are off-label.

Please note that where a Treatment Plan contains off-label use of medications, additional safeguards may be added, such as regular check-ins and a requirement for SCR review.

Damage & Errors

Although the Healthcare Provider takes all necessary and reasonable precautions for safe transit, if the medication that you receive has been damaged materially, please contact the Healthcare Provider before use.

Please note that if you have received an item that has been dispensed in error or does not match your prescription, the Healthcare Provider will accept these returns and correct this error with urgency and as soon as is practicable. Please contact us or the Healthcare Provider immediately and do not use the medication.

If you have any complaints around the prescription order, please contact the Healthcare Provider via the contact details above or the manufacturer of the medication.

Your Obligations

• You agree that you will use medications as directed by your clinician and / or the Healthcare Provider for the symptoms or conditions they are prescribed for. You also agree to seek medical and professional advice before making any lifestyle changes. 

• You acknowledge that we may have to assess your mental capacity before providing you with the services. However, notwithstanding this, you confirm that you have the mental capacity to make informed decisions about your own healthcare and understand the side effects and associated risks of the medication(s) that you have requested.

• You will not create multiple or duplicate accounts on our website or use the services for anyone besides yourself. 

• You must read the Patient Information Leaflet supplied with your medication prior to using the medication and use the medication as per the manufacturer's instructions outlined in them. 

• Where you have previously used the medication(s) requested from us, you have not experienced side effects or other reactions that would mean it was unsuitable for you to take the medication(s) you have requested. You will immediately contact your local GP or another registered doctor for a consultation should the need arise from side effects or other complications following the use of the prescribed treatment(s). In this event you also agree to contact the Pharmacy by telephone or email to inform it of your condition.

• You will ensure that you do not use medication after its expiration date which is marked on the manufacturer’s box.

• You agree that any medicines supplied to you will only be used by yourself for the condition or treatment it was supplied for. You will not share your medication with another person.

• You will ensure that you will dispose of medication appropriately. Unused medication should not be thrown in household rubbish or disposed of down the drain. Instead you should return these to the Pharmacy (or any pharmacy) who will arrange secure disposal.

• We attempt to be as accurate as possible in the supply of medication but there is always a slight chance of human error. In the event that you receive medication which is not meant for you, receive incorrect medication, receive the incorrect dose, receive medication which has passed its expiration date or similar, please contact us, the Pharmacy or the Healthcare Provider immediately and do not use the medication.

Complaints about the Healthcare Provider

If you have any questions or complaints about the Healthcare Provider or the services they provide, please contact the Healthcare Provider directly using their contact details found here.

If you wish to make a formal complaint, you must do so in writing by email or post – these complaints cannot be taken by phone. This is to ensure that complaints are understood fully and that any subsequent communication is recorded. You can contact the Healthcare Provider using the details in in line with the following:

• email: complaints@blueco.care starting the subject line with ‘Formal Complaint’
• post: Haroon Amanji, Blueco Healthcare, 464 Ranglet Road, Walton Summit, Bamber Bridge, PR5 8AR

Whilst the Healthcare Provider will try its best to investigate complaints and resolve issues, if you are not satisfied with the outcome and do not wish to discuss this further with the Healthcare Provider, you can instead contact the General Pharmaceutical Council by writing to them at 25 Canada Square, London, E14 5LQ. More information about the General Pharmaceutical Council and how they handle complaints can be found on their website (https://www.pharmacyregulation.org).

LAST UPDATED: 12 September 2024

 

PART 3 – PRIME PLAN T&Cs

These T&Cs

Where you choose to take our Prime Plan subscription, these T&Cs will apply to you in addition to the T&Cs set out in Parts 1 and 2. Please read all sections carefully.

Where relevant in this Part, any reference to ‘we’, ‘us’ or ‘our’ includes the Healthcare Provider and / or the Pharmacy.

Prime Plan Monthly Subscriptions

As part of our online clinic services, we offer a monthly subscription, also known as Prime Plan. This is currently only available to customers using our weight loss service.

If you choose to subscribe to Prime Plan:

• we will set you up on a repeat order and, unless you cancel your subscription, you will be automatically charged every 28 days. You consent to be charged the repeat payment of the specified amount from the payment card that you used when signing up to the subscription and agree to keep your payment details updated. If your payment fails and you do not update your card details when prompted to do so, your plan will automatically terminate;
• you may cancel your subscription at any time, as long as you do so at least five days before your next payment is due. Where you cancel less than five days before your next payment is due, you will be charged for the relevant month but your subscription will be cancelled once the relevant subscription order has been fulfilled;
• we will send you your medication once you have completed the monthly check-in form (if applicable). If you do not complete the check-in form, we will remind you and give you an opportunity to complete this. If this is not completed within six weeks of the initial notification, your subscription will automatically be cancelled. For more information about this, please see our FAQs; and
• you will pay a reduced price on all repeat orders as long as you meet the subscription conditions. This discount will be automatically applied as long as you are subscribed to Prime Plan and your last prescription for the same product from us was supplied in the last 6 weeks. For more information on this, please see [LINK].

In addition to the discount, we may also make available additional benefits. These are subject to change from time to time and will be communicated [LINK] and to the email address associated with your account, along with any applicable restrictions, terms or exclusions. We reserve the right to amend the discounts or the terms and conditions applicable to a promotional offer where we consider it reasonable and necessary to do so. We also reserve the right to withdraw the same at any time.

You may cancel your subscription at any time in line with the above (and you will not be charged a cancellation fee), but a particular payment cannot be cancelled if it is less than five days before your payment due date or your medicine has already been despatched from the Pharmacy. To cancel your subscription, please contact our team by sending a request here.

We may cancel your subscription at any time on notice to you, including if we determine that the service is no longer suitable for you.

LAST UPDATED: 12 September 2024