Introduction

We respect your right to privacy and are committed to giving you clear and honest information to explain how we use the information you provide us or that we collect from you whilst you visit our site.

We understand that legal documents such as privacy policies can be difficult to understand. For that reason, we have provided a short overview (which can be seen after this introduction) of our Privacy Policy to highlight the main points that you should know about.

PrescriptionPad is a data controller and responsible for all Personal Data it receives and holds. We have appointed a Data Protection Lead (DPL) who is responsible for overseeing questions in relation to this Policy. If you have any questions about this Policy, including any requests to exercise your legal rights, please contact the DPL using the details set out below:

Email address: info@prescriptionpad.co.uk

We do update this policy from time to time so please do review this policy regularly.

Overview

Any Personal Information you provide to us and from which you can be identified is stored securely and confidentially and is processed fairly and lawfully in accordance with this Privacy Policy.

We take appropriate technical and organisational measures to protect against unauthorised or unlawful processing of your Personal Information, including encrypting your information to applicable industry standards.

During your visit to our site we may gather certain Personal Information that is necessary to set up your account, answer queries, for the purposes of billing and to enable delivery of your goods. We only keep your information for as long as is necessary to process your order, process any applicable refunds, respond to any complaints/feedback, fulfil certain legal and regulatory requirements or to provide you with promotional information that you have subscribed to.

Ordinarily we do not have access to your financial information which is securely transferred directly to our card processing agents who process it on our instructions.

We supply your information electronically to our couriers who need your details to deliver your orders.

When you register your details with us, you have the option to subscribe to future promotions and special offers. You may unsubscribe from this at any time by emailing info@prescriptionpad.co.uk.

We do not transfer your information outside the European Economic Area (EEA) unless you are a user located outside the EEA in which case we may need to transfer your information to deliver your goods, process payment/refunds, or to send you promotional information you have subscribed to.

Our website can recognise past users by using cookies. Cookies personalise your visits to our website to meet your individual preferences. You can disable cookies by adjusting your internet settings.

This website contains links to other websites with their own privacy policies, we are not responsible for the privacy policies of these websites.

When you supply your information to us you accept the risks associated with the Internet and will not hold us responsible for any loss of your information unless we have breached our duty of care to you.

If you have any queries regarding our use of your Personal Information or this Privacy Policy, you should contact our Data Protection Compliance Lead by email: info@prescriptionpad.co.uk.

Privacy Policy

PrescriptionPad is a leading online pharmacy and prescribing service in the UK.

We run our website at www.prescriptionpad.co.uk.

If you have any questions about our Privacy Policy, you can send an email to info@prescriptionpad.co.uk.

When you use PrescriptionPad’s services, you trust us with your information. This Privacy Policy will help you to understand what information we collect, why we collect it and what we do with it. This policy applies to our website visitors and service users.

Your Personal Information is collected and processed by PrescriptionPad, a company incorporated under the laws of England.

Your privacy matters to us, so whether you are new to PrescriptionPad or a long-time patient, please do take the time to get to know our practices – and if you have any questions, please do not hesitate to contact us.

By using this website and giving your information to us, you indicate your consent to us and any Third Parties collecting and using your Personal Information in accordance with the terms set out in this policy.

This policy (together with our website Terms and Conditions and any other documents referred to on it) sets out the basis on which any Personal Data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your Personal Data and how we will treat it. By visiting www.prescriptionpad.co.uk, you are accepting and consenting to the practices described in this policy.

The Information We Collect, The Uses & The Lawful Basis

Personal Data is defined as any data relating to an individual that would allow them to be identified either directly or indirectly, this includes information such as your name, address and date of birth.

We will collect, store and use your Personal Information to allow you to access parts of our website, register for an account and to provide our services and solutions. We have identified below the types of information we may collect or receive, how we will use it and why we need your information.

We only keep your information for as long as is necessary to process your order, process any applicable refunds, respond to any complaints/feedback or to provide you with promotional information you have subscribed to.

It is important that the Personal Data we hold about you is accurate and current. Please keep us informed if Your Data changes during your relationship with us. It is quick and easy to update your information. Simply login to your account and update any information that might have changed or is no longer relevant.

Medical Data includes your patient medical records, GP details, patient notes, consultation notes and details of medicines you have ordered and order history. This category of data constitutes sensitive Personal Data for the purposes of data protection legislation. This will only be collected where you have expressly provided your consent to provide us with this data through any online forms and medical questionnaires you complete and send to us, telephone conversations and secure messaging with us, as well as through photo assessments.

We collect data from you when you:

• Register for an account
• Complete your online consultation
• Report a problem with the site or your order
• Contact our customer support team
• Write a review about our service

The information that we collect:

• Name
• Address
• Email address
• Telephone number(s)
• GP Surgery
• NHS number
• Delivery safe place
• Your IP address
• Your medication list
• Details of medicines you have ordered
• Patient notes/consultation notes
• Your payment details
• Your behaviour on our website and apps via analytic software
• Technical data such as website and app performance glitches/crashes

How and why we use your information:

• To confirm your medical details with the NHS and GP systems to allow us to process your prescriptions
• So we know where and how to deliver your medication
• So we can contact you and provide updates on your order
• To assess the suitability of medication that you order
• To track user behaviour in order to improve our service
• To gather reviews from our patients to help us improve our service to patients
• To send you reminders to re-order
• So we can take payment for your medication
• So we can understand how patients use our website and improve their experience
• So we can identify any errors and fix them as soon as possible

The lawful basis for this information:

• To enable us to provide our services to you (namely, medical consultations for prescription medications)
• To provide customer service
• To promote our services and products
• To identify fraudulent activity
• To identify and protect patients from any clinical risks associated with their medication
• To understand how our customers use our website and our solutions
• To understand and respond to customer feedback
• To help us monitor and improve our services, product range and website
• In order to conform to legal, compliance and regulatory requirements including fraud prevention
• Other legitimate interests

In delivering our service to you we use Your Data:

• Via our consultation forms, to allow our prescribers to assess your suitability for the chosen treatment
• To recommend a treatment for you, based on your consultation form
• To enable us to deliver your medication/treatment to you and to inform you of any test results if applicable
• To confirm your identity and to advise you if you contact our customer service team

In monitoring and improving our service, product range and website, we use Your Data:

• To assess your interests and tailor our service accordingly
• To adapt our website to your computer, browser, internet speed etc. to improve your experience of our website
• To improve our product range

In conforming to legal, compliance and regulatory requirements, we use Your Data:

• To monitor, detect and prevent fraud
• To comply with any law, regulation or legal request from legal bodies or public authorities, such as law enforcement services including the police
• We may be legally required to share Your Data, with regulators, law enforcement, fraud prevention units etc.

Identity Verification

To enable us to make medical decisions about you and for fraud prevention purposes, we may use identity verification agents to search the files of credit reference and fraud prevention agencies (who will record the search).

If you provide false or inaccurate information and/or we suspect fraud, we will record this and we will be unable to fulfil your order.

Where we need to share information with our service providers, we give them only the minimum amount they need to provide services to us and you. Those we share your information with are not allowed to use it to try to sell their own services to you.

For ID verification purposes, we share your name, date of birth, address (and if needed passport or driving license number) with our selected agents who use it to verify your identity. This check may appear on your credit record, however, will not affect your credit score.

Information About Other Individuals

As we are unable to verify the identity of an individual or gauge patient consent for treatment or data processing, we are unable to accept orders made on the behalf of others.

Legal Requirements for Sharing Your Data

We will never collect special category Personal Information (aka sensitive information) about you without your explicit consent unless this information was obtained based on other lawful grounds for example, for legal obligations with local authorities.

Your Personal Information may also be processed if it is necessary on reasonable request by a law enforcement or regulatory authority, body or agency, in the defence of legal claims or in order to investigate, prevent or take action regarding illegal activities, suspected fraud, situations involving potential threats, to the physical safety of any person or violations of any of our website terms. We will not delete Personal Information if relevant to an investigation or a dispute. It will continue to be stored until those issues are fully resolved.

We do not sell or distribute Your Data to Third Parties.

We will only share Your Data in response to a legal request if we believe that the law requires us to do so, that sharing of Your Data is required in that jurisdiction and is consistent with internationally recognised standards.

Examples of legal requirements for sharing Your Data include:

• Should we buy or sell the business or certain assets
• If we are asked to share your Personal Data as a result of a court order or other legal obligation
• If there are concerns relating Your Data to fraud 

How Long We Retain Your Information

We hold your Personal Information for as long as we have a legal or business reason to do so, which generally means as long as you remain a PrescriptionPad patient or as required to meet our legal obligations, resolve disputes or enforce our agreements. To fulfil our obligations to the NHS, regulatory or similar bodies, health-related Personal Information may need to be retained for a period of time after you cease to be a PrescriptionPad patient. We’ll always store Your Data securely and won’t use it for any other purpose.

Your Personal Information and Medical Data is treated confidentially, which means that none of our staff can access it unless they are a healthcare professional (or owe a similar duty of confidentiality). We will never disclose Medical Data without your consent unless legally required or permitted to do so.

Who We Share Your Information With

We will share Personal Information with companies, organisations or individuals outside PrescriptionPad if we have a belief in good faith that access, use, or disclosure of the data is reasonably necessary to:

• Detect, prevent or otherwise address fraud, security or technical issues
• Verify your identity
• Meet any applicable law, regulation or enforceable governmental request. For example, where we need to disclose the contact number, call duration along with date and time with the police to assist their investigations
• Enforce applicable Terms of Service, including investigation of potential violations. If we are involved in an acquisition, we will continue to ensure the confidentiality of any Personal Information and give affected users notice before Personal Information is transferred or becomes subject to a different Privacy Policy

We also share your information with certain contractors or service providers (Third Parties) to enable us to provide our services. External Third Parties we work with include; analytics/assessment suppliers, IT suppliers, couriers, database providers, and backup and disaster recovery specialists. Our suppliers and service providers will be required to meet our standards on processing information and security. The information we provide them, including your information, will only be provided in connection with the performance of their function. They will not be permitted to use your information for any purposes other than those outlined in this Privacy Policy.

We may share your identity, contact and Medical Data with your GP or other Third Party, where you have provided your express consent for us to share Your Data with them.

We will never share your Personal Information unless we have a legitimate and lawful ground to do so. Your Personal Data may be shared if it is made anonymous and aggregated, as in such circumstances the information will cease to be Personal Data.

International Transfers

We will only transfer data to jurisdictions outside the scope of the European General Data Protection Regulation (GDPR) where the appropriate safeguards set out in the GDPR are in place. Any information transferred outside of the EU is necessary for the performance of a contract between the Client and PrescriptionPad or of pre-contractual measures taken at the client’s request.

How We Keep Your Information Secure

We work hard to protect PrescriptionPad and our customers from unauthorised access to or unauthorised alteration, disclosure or destruction of information that we hold. In particular:

• We encrypt many of our services using SSL
• When you enter credit card information to the PrescriptionPad website our secure servers ensure that all details are encrypted at your browser before they are sent to us
• During the order process, we store your personal details on secure servers
• We store credit card details separately on servers that are not reachable from the Internet. The servers are physically secured under a locking system
• We review our information collection, storage and processing practices, including physical security measures, to guard against unauthorised access to systems
• We restrict access to Personal Information to PrescriptionPad employees, contractors and agents who need to know that information to process it for us and who are subject to strict contractual confidentiality obligations. They may be disciplined, or their contract terminated if they fail to meet these obligations

Please bear in mind, if you are using PrescriptionPad services on a device or account issued to you by your employer or another organisation, that company likely has its own policies regarding storage, access, modification, deletion, and retention of communications and content which may apply to your use of any PrescriptionPad services. Content that would otherwise be considered private to you or to a limited group of people may, in some cases, be accessible by your account owner or administrator. Please check with your employer or account administrator about the policies in place regarding your communications.

Please note that sending information via the internet is not totally secure and on occasion such information can be intercepted. We cannot guarantee the security of Personal Information that you choose to send us electronically and sending such information is entirely at your own risk.

Your Consent

Your Rights – You can opt out of receiving marketing emails through the My Account section of our site, or by clicking on the ‘Unsubscribe’ link at the bottom of our emails. You can ask us to stop sending you any information about us and our services by contacting us at info@prescriptionpad.co.uk.

Your Data Protection Rights

You can ask us for a copy of all the Personal Information we hold about you. We will respond to your request within one calendar month and free of charge, unless additional copies of the information are requested. We may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.

You will need to give enough information for us to identify you (for example, your full name, address and date of birth). You will need to provide ID (for example, your passport, full driving licence, or credit card or debit card) before we send you any information, where we are unable to verify your identity using basic Personal Information. This is a security measure to ensure that Personal Data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

Under the General Data Protection Regulations, you have the following rights concerning your Personal Information:

Access: You are entitled to ask us if we are processing your information and, if we are, you can request access to your Personal Information. This enables you to receive a copy of the Personal Information we hold about you and if we are lawfully processing it.

Correction: You are entitled to request that any incomplete or inaccurate Personal Information we hold about you is corrected. Please note that we may need to verify the accuracy of the new data you provide to us.

Erasure: You are entitled to ask us to delete or remove Personal Information in certain circumstances. There are also certain exceptions where we may refuse a request for erasure, for example, where the Personal Data is required for compliance with law or in connection with claims.

Restriction: You are entitled to ask us to suspend the processing of certain of your Personal Information about you, for example if you want us to establish its accuracy or the reason for processing it.

Transfer: You may request the transfer of certain of your Personal Information to another party.

Objection: Where we are processing your Personal Information based on a legitimate interest (or those of a Third Party) you may challenge this if you feel it impacts on your fundamental rights and freedoms. However, we may be entitled to continue processing your information based on our legitimate interests or where this is relevant to legal claims. You can object to marketing by contacting us to add you onto the suppression list and certain cookies such as tracking cookies.

Automated decision making and profiling: we do not perform any automated decision-making based on Personal Data that produces legal effects or similarly significantly affects you.

Physical & Electronic Security

We have designed our site to protect the information we collect from unauthorised access. We protect your private information by following appropriate physical, electronic and managerial procedures. To further protect your security, we also take reasonable steps to confirm your identity before we give you access to your account or allow you to make changes to your personal details. We are committed to protecting your privacy and have security measures in place to prevent unauthorised access to your Personal Information.

Improving Our Service

We will never sell, trade or rent your Personal Information to others. To better tailor our services to our customers’ needs, we use non-identifying general information to help us make decisions on how to improve our services. We also share this general information with our advertisers and other interested, reputable parties we have a formal business relationship with. We do not give advertisers information that identifies individual customers. We also do not use or share identifiable information given to us in any other way without giving our customers the choice to opt out.

Cookies

We use cookies to improve our service to you. Cookies are small pieces of information (text files) stored on your computer or other device. They are used to remember useful information, such as what’s in your shopping basket while you browse or if you’re logged in or not. Cookies do not store your personal details. You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly. For more information, please see our Cookies Policy.

Marketing Purposes

We will only contact you for marketing purposes where you have given us your express consent to contact you for this purpose. Once you have given us your permission to contact you for marketing purposes, we may use Your Data for one or more of the following:

• To provide information to you that you request from us relating to our products or services
• To provide information to you relating to other products that may be of interest to you
• To allow selected Third Parties to use Your Data to enable them to provide you with information regarding unrelated goods and services, which we believe may interest you

You may change your mind and withdraw your permission for us to contact you for marketing purposes at any time by emailing us at info@prescriptionpad.co.uk. This will not affect your use of our services.

International Privacy

This Privacy Policy may not apply in all countries, as security policies may vary according to the individual internet laws in different countries.

Complaints

You have the right to lodge a complaint at any time to the Information Commissioner’s Office (ICO) – the UK supervisory authority for data protection issues. We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact our Data Protection Lead in the first instance (details can be found above). Should you feel that we have not handled your information in line with legislative and regulatory requirements then please find contact details for the ICO below.

Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire,

SK9 5AF.Email: casework@ico.org.uk

Telephone: 0303 123 1113

Compliance with Data Protection & Related Regulations

We are committed to complying with applicable data protection laws including the Data Protection Act 2018), Privacy and Electronic Communications Regulations (PECR, 2003) and the General Data Protection Regulation (GDPR, 2018).

As a Data Controller, we try to be open about our holding and use of your Personal Data. It also entitles you to find out from us what Personal Data we hold on you, to have that information corrected or erased if it is inaccurate, and to claim compensation if you can prove you have suffered damage from inaccuracy or breach of security.

You can contact our team at info@prescriptionpad.co.uk for any data protection related queries, to action your rights or for anything else.

Changes to This Policy

This policy will be changed from time to time. If we change anything important about this notice (the information we collect, how we use it or why) we will provide a prominent link to it for a reasonable length of time following the change on the website or notify you by email. Please check frequently to see any updates or changes to our Privacy Policy.

Change of Purpose

We will only use Your Data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please email info@prescriptionpad.co.uk. Should we need to use Your Data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.

Please note that we may process Your Data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

Third Party Links

On occasion we include links to Third-Party websites, plug-ins and applications on this website for your information and convenience. Clicking on those links or enabling those connections may allow Third Parties to collect or share data about you. We do not control these Third-Party websites and are not responsible for their privacy statements and/or policies. We are only responsible for your privacy and security on this site, therefore, if you decide to click on any of the links we provide, you do so at your own risk. When you leave our website, we encourage you to read the Privacy Policy of every website you visit.

Contacting Us

If you have any queries or comments regarding our use of your Personal Information or this Privacy Policy, you can contact our Data Protection Lead via email at info@prescriptionpad.co.uk.

Thank you for reading the PrescriptionPad Privacy Policy.

We keep our Privacy Policy under regular review. This Privacy Policy was last updated in January 2025.