Last Updated: January 2025

PrescriptionPad operates the Website www.prescriptionpad.co.uk (the Website). These Terms & Conditions (the Terms) apply to your use of this Website, including any Goods purchased on our Website or otherwise purchased from us.

Our main trading address is: PrescriptionPad, 3 Lovelace Close, Abingdon, Oxon, OX14 1XW.

CloudRx (our regulated pharmacy partner) is registered with the General Pharmaceutical Council (GPhC: 9011284)

(You can verify the premises registration status by clicking on the registration number).

CloudRx Registered Pharmacy Address: 1 Hawthorn Park, Coal Road, Leeds, West Yorkshire, LS14 1PQ

If you have any questions regarding these Terms & Conditions or to contact us about anything else, please use the contact details below.

Telephone: 07352 330581

Email: info@prescriptionpad.co.uk

Introduction

These Terms & Conditions (together with the Policies referred to in it) collectively set out the basis on which you may access and make use of our Website (www.prescriptionpad.co.uk), whether as a guest or a registered user.

Our Website facilitates access to an online clinical assessment for the purpose of issuing private prescriptions and supplying medication.

Please read these Terms of use carefully before accessing and/or ordering any medication from our Website.

By using our Website, you indicate that you understand, accept and agree to be legally bound by the Terms set out below. If you do not agree to these Terms, you must not use the Website.

These Terms also govern the ownership and use of any materials, documentation and intellectual property rights belonging to us or any of our associates.

The contents of this Website are directed solely at those who access the Website from the UK. PrescriptionPad makes no claims or representations that any or all of the content on this Website, may be lawfully viewed, downloaded or used outside the UK.

If you choose to access the website from outside of the United Kingdom you do so at your own risk and are responsible for compliance with the laws of our jurisdiction.

Your use of this Website and any purchase by you on this Website of any products is governed by English Law and will be deemed to have taken place in England and subject to the exclusive jurisdiction of the English courts.

Risk and title in the products will pass to you when delivery of the Goods to you is completed, and you acknowledge and agree to be responsible for complying with any restrictions around the receipt and use by you of the products.

We recommend that you print or save a copy of these Terms & Conditions for future reference.

Website Use

This Website is for personal and non-commercial use. You must not use any materials contained on the Website except to the extent necessary for your own personal use.

Privacy

Protecting the privacy of our Customers is very important at PrescriptionPad.

We are compliant with all relevant Data Protection legislation and will not share your personal information with any organisation other than those directly involved in delivering the services requested.

However, please note that in certain situations, we may need to contact a healthcare professional, social services or the emergency services without your consent. This includes but is not limited to situations where we may believe that you are, or someone else is at risk of neglect, sexual, physical or emotional abuse; a serious crime has occurred or may occur, or where it is considered that someone may be at risk of significant harm or serious addiction as a result of the information we receive; if we have significant concerns about your health and/or wellbeing; or where this is otherwise required by law.

In order to provide you with the best possible service we collect and store information about you and the services that you have used.

You can see a copy of our ‘Privacy & Security Policy‘ by clicking here.

Security

PrescriptionPad uses security technology, including firewalls and Secure Socket Layers to protect information submitted through this Website and has procedures in place to ensure paper and computer systems and databases are protected against unauthorised disclosure, use, loss and damage.

Nevertheless, electronic transmissions are never completely private or secure and there is a risk, therefore, that any electronic communications sent may be intercepted and potentially read by others. You should, therefore, ensure that any computer, device or telephone you use to access our services is suitably protected from potential interception.

Website Accessibility

We cannot guarantee that the Website will operate continuously or without interruptions or be error-free.

You must not attempt to interfere with the proper working of the Website and, in particular, you must not attempt to circumvent security, tamper with, hack into, or otherwise disrupt the Website or any computer system, server, router or any other internet-connected device.

We cannot and do not guarantee or warrant that any content of the Website will be free from infection, viruses and/or other code that has contaminating or destructive properties. You are responsible for implementing sufficient procedures and virus checks (including anti-virus and other security checks) to satisfy your particular requirements for the safety and reliability of data input and output.

We do not accept liability for any losses or claims arising from any inability to access the Website or any failure to complete an order.

External Links

We may provide links from this Website to sites that are owned and controlled by third parties.

All external links on the Website are for convenience only. You follow these external links at your own risk and should refer to the external websites’ own terms and conditions of use.

Website Content & Product Descriptions

All content on our Website is for information purposes only and is not a substitute for professional medical advice; rather it is designed to support, not replace, the relationship between you and your healthcare providers.

We use reasonable endeavours to keep our information up to date but cannot promise that all information is current and accurate or that we have listed all allergens for a product. You should therefore make sure that you carefully read all product packaging and labels prior to use.

Product images displayed on our Website are for illustration purposes only and the packaging of the product you receive may vary from that shown on our site.

Information & Advice

The information and advice provided by PrescriptionPad when you use the service is based on the information you have supplied to us.

It is your responsibility to ensure this information is correct and complete and you accept that failure to do so (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.

If you have, or suspect you may have, a health problem you should consult your regular doctor. Please consult your doctor before taking any new medicines, particularly if you are already under medical care.

PrescriptionPad is authorised by the Customer to contact any third-party agencies, including credit reference agencies, to verify the accuracy of information provided by the Customer where the Customer has failed to comply with a request for verification of information from the Seller.

Placing an Order

You may only place an order if you are at least 18 years old, legally capable of entering into a Contract and resident in the United Kingdom.

You shall ensure that all information provided to us is accurate, current and complete, and you will notify us of any changes which may mean that the information is inaccurate.

The order process is as set out on the Website. Each step allows you to check and amend any errors in the information that you provide us before submitting the order. Please take time to read and check the information that you provide us at each page of the order process. It is your responsibility to check that you have used the ordering process correctly. We are not responsible for any errors in the information that you provide to us when placing an order.

Your order constitutes an offer to purchase Goods from us and does not form a binding Contract until it is accepted by us. On receipt of your order and full payment, we will send you an order acknowledgement email to the email address provided by you in the order process. This email is an acknowledgement of receipt of your order. It is not an acceptance by us of any offer to purchase Goods.

An offer made by you to purchase Goods shall be accepted by us only when we dispatch those Goods to you. We reserve the right to refuse any order before acceptance, including for non-availability, pricing errors or on the instruction of our prescriber, and we shall notify you accordingly and refund you the price paid for the Goods (if payment has already been taken).

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.

Purchase of Pharmacy (P) Medicines

When purchasing Pharmacy (P) medicines, the following Terms & Conditions apply.

• You confirm that you have read and understood all information given on this Website regarding your condition and the treatment(s) that you request. You also confirm that you will read the accompanying Patient Information Leaflet before taking any medicines that you receive.
• Where you have previously used the medication(s) requested, 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.
• Before you begin to take any new medicines that you have not disclosed in the pharmacist questions, you will consult a registered doctor or pharmacist for approval of the suitability with all of your current medications and take full responsibility for doing so.
• You confirm that you have filled in the pharmacist questions truthfully, to the best of your knowledge and ability. You will contact PrescriptionPad if any of the details you have provided change in between the time of submitting your answers and receiving your requested medication(s).
• You understand that for your own safety it is essential that you fully disclose all the personal details, medical and drug history that is requested in the consultation and that omitting information or knowingly providing incorrect information can result in harm to you.

Supply of Prescription Only Medications (POMs)

When completing a consultation for a prescription medicine, the following Terms & Conditions also apply.

By completing a consultation for a prescription medicine, you are confirming and truthfully stating that:

• You are an adult of at least 18 years of age, resident in the UK, and you have completed the consultation yourself in full out of your own free will. 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 know of no reason that you should not receive the treatment(s) for which you are having a consultation, for health reasons or otherwise.
• You have recently been reviewed by your current GP who has evaluated your current state of health and has deemed it to be of a satisfactory level. 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 PrescriptionPad by telephone or email to inform them of your condition.
• All medication provided by PrescriptionPad following a consultation is for personal use only and will not be passed or sold on to any third party or used to stockpile a supply beyond what can be considered adequate use.
• You confirm that you have read and understood all information given on this Website regarding your condition and the treatment(s) that you request. You also confirm that you will read the accompanying Patient Information Leaflet and Medicines Information sheet before taking any medicines that you receive.
• 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 give permission for the details of this consultation to be shared with a UK-based prescriber cntracted by PrescriptionPad who will act in an adjunct capacity to your local GP, not to replace them, and assess your consultation for suitability of the issue of a prescription for the requested medication(s).
• You wish for PrescriptionPad to dispense your prescription, if it is issued by the prescriber. You understand that you cannot obtain the prescription for dispensing at another pharmacy.
• Before you begin to take any new medicines that you have not disclosed in your consultation you will consult a registered doctor or pharmacist for approval of the suitability with all of your current medications and take full responsibility for doing so.
• You confirm that you have filled in your consultation truthfully, to the best of your knowledge and ability. You will contact PrescriptionPad if any of the details you have provided change in between the time of submitting your consultation and receiving your requested medication(s).
• You understand that for your own safety it is essential that you fully disclose all the personal details, medical and drug history that is requested in the consultation and that omitting information or knowingly providing incorrect information can result in harm to you.
• You will monitor your blood pressure at regular intervals, and you will seek medical advice from your GP or another registered doctor if it exceeds 140/90mmHg or falls below 90/60mmHg.

Your Account

If you create an account on our Website, you agree that you are responsible for maintaining the confidentiality of the password you choose during the registration process, and you are solely responsible for all activities that occur under your account.

If you use a shared computer, you must log-out of your account at the end of each session. Please take precautions to protect your password and contact us at info@prescriptionpad.co.uk if you believe there has been any unauthorized use of your account. 

Your account acts as your medical record and should not be shared with anyone else.

Contacting You

We may contact you by telephone, email, or by post to the billing address in your order.

Contact with the Prescriber

As part of your order, you may be required to complete a confidential consultation.

The confidential consultation will be assessed by a prescriber. If the prescriber requires further information from you following your consultation, one of our team will contact you by telephone or email. 

Identity Verification

We use identity verification agents to verify that our patients are genuine.

This is a legal requirement for some of our services and is performed once only.  Verification will take place at your first applicable order after implementation whether you are a new or existing patient.

Where applicable, the information provided by you at registration and/or checkout will be validated and used for the purpose of identity verification.

You have a right of access to your personal records held by credit reference and fraud prevention agencies.

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

• PrescriptionPad and/or any of their appointed agents can carry out all necessary searches, including searches of consumer credit records, in order to verify my information.
• It is my responsibility to have read the PrescriptionPad ‘Privacy & Security Policy’ and I agree to all my personal information being processed accordingly.
• I confirm to the best of my knowledge having exercised all due skill and care that the information I have given is complete, true and correct.

Please view our ‘Privacy & Security Policy‘ for further information.

Price & Payment

The price of the Goods will be as set out on the Website at the time that your order is made. Prices may change from time to time, but changes will not affect any order that has been accepted us.

The prices shown are in pounds sterling and include VAT (where applicable) at the applicable current rate chargeable in the UK.

We take care to ensure that all pricing information on our Website is accurate but occasionally there may be an error. In the event that an error has occurred, and the price charged is too high, we will identify all those that have overpaid and refund the difference.

Payment must be made at the time the order is placed using a major credit or debit card.

The price of the Goods does not include delivery charges which are payable in addition.

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 & Conditions.

Delivery

Timescales for delivery and delivery charges will vary depending on the availability of the Goods and the delivery address. Estimated delivery timescales and prices are set out on our Website. We will use reasonable endeavours to meet any delivery dates, but all delivery dates are estimates and approximate only. We cannot guarantee delivery dates and times. It is your responsibility to ensure that if there is an acute medical need for the Goods, that they are ordered in good time. However, you agree that we cannot be held liable for the consequences of any delay in the delivery of the Goods, particularly as such delay is likely to be outside of our control as we use third party delivery companies.

Delivery will be completed when the Goods are delivered to the delivery address in the order. The Goods will become your responsibility on delivery.

You confirm that it is safe and appropriate for a package containing medicines to be posted through the letterbox at the delivery address. You shall notify us if it is not safe to do so, for example due to animals or small children. We will endeavour to use tamper-proof packing, where possible.

If you are asked for a signature upon delivery, it is your responsibility to examine the Goods before signing.

It is your responsibility to ensure that the person signing for the Goods delivers them to you. In the event that the packaging is opened after delivery, we will have no liability to you for lost or damaged items or for what third parties find out about you as a result.

We do not deliver Goods outside the United Kingdom. If after you have received the Goods you then send the Goods outside of the United Kingdom, you are fully responsible for any taxes or duties that may arise and compliance with all local laws.

You should check the content of each delivery promptly upon receipt. If you believe that items have been sent to you in error, you should contact us immediately

Problems with the courier or non-delivery of items must be reported to us within 30 days of the order being placed.

Returns, Refunds & Cancellation Rights

For full details of returns, refunds and cancellations, please see our ‘Returns & Refunds Policy‘.

Guarantees

Where Goods provided by the Seller come with a manufacturer’s guarantee, the details are set out in the manufacturer’s guarantee provided with the Goods.

Any guarantee in this clause is in addition to the Customer’s statutory rights in relation to Goods that are faulty or not as described.

Information and advice about a consumer’s statutory rights in relation to Goods that are faulty or not as described is available from a local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights.

Testing Services

Testing services cover only those conditions and infections that are specified for that particular testing service on this Website. In particular, any testing services reliant upon a urine sample or a vaginal swab will not detect any infections in the throat or anus.

All tests that are offered through this website are from reputable laboratories and are of the standards expected for the clinical purpose but as with all tests, no test can be 100% accurate.

Direct Marketing

Where a patient has given their explicit consent, PrescriptionPad and any other group Company may send direct marketing materials to the patient by email to the contact email address provided by the patient.

Liability

Nothing in these Terms is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights which cannot be excluded by English law. In particular, we acknowledge that under the Consumer Rights Act 2015; products must be as described, fit for purpose and of satisfactory quality.

We accept no liability to the Customer for any loss of profit, loss of business, business interruption, or loss of business opportunity, or for any indirect, special or consequential loss.

We will not be liable for any loss or damage (in Contract, negligence or otherwise) unless such loss or damage is caused by a breach by us of these Terms or a breach by us of an established duty of care owed by us to you; and the loss or damage is a reasonably foreseeable result of any such breach.

We supply Goods for domestic and private use only. The Customer agrees not to use the Goods for any commercial, business or re-sale purpose.

Circumstances Beyond Our Control

We will not be liable for any failure or delay in performing our obligations under these Terms where such failure or delay results from any cause that is beyond our reasonable control. In these circumstances:

We will contact the Customer as soon as reasonably possible to notify the Customer.

Our obligations under these Terms will be suspended and the time for performance of our obligations will be extended for the duration of the circumstances that are beyond our control.

Where necessary, we will contact the Customer to arrange a new delivery date after the circumstances beyond our control are over; and if the circumstances beyond our control continue for longer than 4 weeks, we may cancel the Contract and refund money paid by the Customer in advance.

Patient Feedback

We seek feedback on the quality of our service after every order. When you make a verified purchase, you will receive an invitation to write a review about your experience. 

We also collect reviews and feedback through the independent review service, Trustpilot. You can view our feedback here: Trustpilot Link.

You can also offer feedback at any time by emailing: info@prescriptionpad.co.uk.

Complaints

Should you wish to contact us to report a concern or to make a formal complaint please email us at info@prescriptionpad.co.uk.

We will log all complaints we receive so that we can monitor the types of problems, the best way to resolve them and how long we are taking to deal with them.

We welcome all feedback about our service and will strive to resolve any negative experience our Customers have suffered.

Please see our ‘Concerns & Complaints‘ Policy for further details.  

Third Party Rights

Nothing in these Terms & Conditions is intended to, nor shall it confer a benefit on any third party under the Contracts (Rights of Third Parties) Act 1999 and a person who is not a party to these Terms & Conditions has no rights to enforce them.

Miscellaneous

We may transfer the rights and obligations under these Terms to another person or organisation and will always notify you in writing if this happens, but this will not affect your rights or our obligations under these Terms.

Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them (or any part of them) are unlawful, the remaining paragraphs (and/or the remainder of the relevant paragraph) will remain in full force and effect.

These Terms will be governed by and interpreted according to English law. This means a Contract for the purchase of Goods and any dispute or claim arising out of or in connection with it or these Terms will be governed by English law. All disputes arising under them will be subject to the exclusive jurisdiction of the English courts. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.

Our Commitments

Each of our clinicians commits to:

Professional Responsibility

Take professional responsibility for each patient who uses our services to the same extent as a prescriber would have responsibility when meeting a patient face-to-face.

Compliance

Provide a professional and transparent service that complies with guidelines on remote prescribing and clinical best practice in England.

Provide Identification

Volunteer their name and professional registration number when prescribing medicines and communicating with patients.

Prescribe in the Best Interests of the Patient

Prescribe medicines only when in their professional judgement it is in the patient’s best interests to receive the medicine being requested and, accordingly, to 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.

Privacy

Take all reasonable steps to protect patients’ personal information as described in our ‘Privacy & Security Policy’.

Your Commitments

As the patient, you commit to:

Accurate Information

Answer all questions truthfully and fully.

Personal Registration

Not register more than once.

Registration for Someone Else

Not register or complete questionnaires on behalf of anyone other than yourself.

Comply with Instructions

Read carefully, any messages from the prescriber before taking any medicines that our clinicians have prescribed and to 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 will contact us and not use the kit or medicine until you have sufficient information from us and understand the correct instructions.

Prescriber Decisions

Accept the prescriber’s decision when they determine that it is not in your best interests to receive the requested medicine without the benefit of a face-to-face consultation.

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 patient record and refund any open orders.

Notify Your GP

We will always offer to notify your GP of any medicines that we have prescribed, but if you decline to take up our offer to contact 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. However, please note that in an emergency situation, we may need to contact a healthcare professional, social services or the emergency services without your consent, even where you have declined any of our offers to contact your GP.

Protect Medicines

Ensure that no-one other than yourself has access to any medicines that we make available to you.

Expiry Date

Ensure that any medicines prescribed in advance of need are not used beyond their expiry date.

Notify Side Effects

Contact us 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.

Changes to these Terms

It may be necessary for us to revise these Terms from time to time, including as a result of a change in our business operations and/or a change in relevant laws and regulatory requirements.

Every time you place an order, the Terms in force at that time will apply to the order.

If you use this Website after the new Terms & Conditions have come into effect, you will be indicating your agreement to be bound by the new Terms.