Last updated January 2025

Terms and Conditions

Introduction

Welcome to onlinemeds, an online pharmacy and prescribing service registered in the United Kingdom. Our website and services are operated under strict compliance with UK regulatory frameworks, including the General Pharmaceutical Council (GPhC) and relevant healthcare legislation. By accessing or using our website, you agree to these Terms and Conditions (“Terms”), which form a legally binding agreement between you and onlinemeds.

Our goal is to provide safe and effective pharmacy services, including prescription medication, while ensuring compliance with UK law, including the Medicines Act 1968, the Human Medicines Regulations 2012, and the General Data Protection Regulation (GDPR). These Terms outline the rules for using our services, purchasing products, and interacting with our healthcare professionals.

Please ensure you read these Terms carefully. If you do not agree with any part of these Terms, you should discontinue the use of our website immediately.

1. Definitions

In these Terms, the following definitions apply:

1. • “We,” “us,” “our,” “company” refers to Novacare Health Limited t/a onlinemeds and its affiliates, employees, and healthcare professionals.
   • “You” or “your” refers to the person using our website and services, whether a registered account holder or visitor.
   • “Services” refers to all services provided through our website, including online consultations, prescription services, and the sale of healthcare products.
   • “Products” refers to medicines, devices, and other healthcare items available for purchase on our website.
   • “Prescriber” means any UK-registered pharmacist or doctor responsible for issuing prescriptions based on your consultation.

2. Company Information

   Novacare Health Limited t/a onlinemeds is a legally incorporated company, registered in England and Wales with the company registration number 15781168. We are located at Kings House Business Centre, St. Johns Square, Wolverhampton, England, WV2 4DT.

   Our pharmacy is fully registered with the General Pharmaceutical Council (GPhC) under the registration number 9012658. Should you wish to contact us for any reason, our customer service team can be reached via:

   • Email: hello@onlinemeds.co.uk
   • Phone: 01902 288213
   • Address: Kings House Business Centre, St. Johns Square, Wolverhampton, England, WV2 4DT

   Our working hours are 9am to 8pm to Monday to Friday, excluding public holidays.

3. Use of Website

   By using our website, you agree that:

   • You are at least 18 years of age.
   • You reside in the United Kingdom and access our services for personal use only.⁠⁠
   • You will not use our website for unlawful activities or in any manner that could harm, disable, or impair its functionality or accessibility.
   • You will not attempt to gain unauthorised access to any part of our website, servers, or databases.
   • You have understood all the questions in the questionnaire and have answered them truthfully.
   • You will contact the GP or our clinicians (e.g., Pharmacist Prescriber) if you experience any side effects or there are any changes to your health as a result of medication prescribed for you through our services.
   • You will contact your GP practice to inform them of any prescribed medication through any of our services.
   • You will comply with any instructions given to you by us in relation to any prescribed medication.
   • You understand that the prescriber will use your answers to make an appropriate prescribing decision and that providing inaccurate information could lead to a risk to your health.
   • You will read the patient information leaflet supplied with any prescribed medication.
   • For any weight loss injection, you are required to carry out a one to one consultation to verify your eligibility. This could be either through encrypted instant messaging software, video consultation or telephone.

   Our services, including consultations and the sale of medications, are only available to individuals within the UK. We reserve the right to suspend or terminate access to our services if we believe you have violated any of these conditions.

4. Registration and Account

   To use certain services, such as purchasing products or obtaining a prescription, you must create an account. When registering, you must provide accurate and complete information, including your full name, date of birth, contact details, and any relevant medical history that may impact your treatment.

   • Account Security: You are responsible for keeping your account credentials confidential. If you suspect that your account has been compromised, notify us immediately. We are not liable for any unauthorised transactions made using your account.
   • Account Verification: To protect our patients and comply with UK healthcare regulations, we may require additional verification steps, such as proof of identity or age, particularly for prescription medicines or controlled drugs.
   • Account Deactivation: You can deactivate your account at any time by contacting customer service. However, we may retain records in compliance with UK healthcare regulations and data protection laws.

5. Products and Services

   We provide a wide range of pharmaceutical services, including:

   • Prescription-only medicines (POMs) supply that require a valid prescription following a consultation with one of our healthcare professionals.
   • Online video consultations with one of our healthcare professionals

6. Prescription Services

   Our prescribing service is provided by UK-registered healthcare professionals. When you request a prescription, you must complete an online questionnaire, during which you will be asked questions about your medical history, symptoms, and any current medications. Based on this information, our prescribers will assess whether a prescription is suitable for you and if you require a follow up online video consultation/call.

   • Consultation Accuracy: It is your responsibility to provide accurate and truthful information during the consultation. Any omission or falsification may result in inappropriate treatment, for which we cannot be held liable.
   • Prescription Limitations: Our prescribers may refuse to issue a prescription if they determine that it is not clinically appropriate or safe. They may also recommend further tests or refer you to another healthcare provider for in-person care.
   • Repeat Prescriptions: If you require a repeat prescription, you must complete a follow-up consultation. Our prescribers may adjust or deny a repeat prescription based on your medical progress or safety concerns.

7. Order Process and Payment

   When you place an order on our website, the following terms apply:

   • Order Confirmation: Once you have placed an order, you will receive an email confirming that we have received your order. This email does not constitute acceptance of your order. Acceptance occurs once we dispatch the items.
   • Payment: Payment for orders must be made in advance via secure methods such as credit/debit card or PayPal. We use industry-standard encryption to protect your payment information. All prices are displayed in GBP and include VAT where applicable.
   • Order Refusal: We reserve the right to refuse or cancel any order, particularly where the requested product is unavailable, where prescriptions cannot be issued, or where there is suspicion of misuse.

8. Delivery and Shipping

   We offer delivery within the UK only. Delivery options include standard and express services, with estimated delivery times provided at checkout. We work with reputable couriers, but delivery times are not guaranteed due to factors outside our control. Further information can be found in our Delivery and Returns Policy.

   • Delivery Charges: Delivery fees will be calculated based on your chosen delivery method and will be displayed before confirming your order.
   • Delivery Timeframes: Typical delivery times range from 1 to 4 working days for standard delivery. Express delivery options may take 1 to 2 days.
   • Failed Deliveries: If delivery is unsuccessful due to incorrect information provided by you or failure to collect the order from a collection point, we will not be responsible for any loss or additional costs incurred. Re-delivery may incur additional fees.
   • Lost or Damaged Items: In the rare event that your order is lost or damaged in transit, please contact us immediately. We will investigate and arrange for a replacement or refund as necessary.

9. Returns, Cancellations and Refunds

   Due to the nature of pharmaceutical products, certain items cannot be returned or refunded once dispatched, especially prescription medicines, unless there is a fault or error on our part.

   • Prescription Medications: We cannot accept returns of prescription medications unless there is a demonstrable error (e.g., incorrect item supplied). In such cases, you must contact us within 24 hours of receiving the product to arrange a return.
   • Cancellations: You may cancel your order before it is dispatched by contacting our customer service team. If the order has already been dispatched, cancellation is not possible, and our returns policy will apply.
   • Refunds: Where a refund is applicable, we will process it within 7-10 working days of receiving the returned items.

10. Pricing and Availability

    All prices are as stated on the website, but we reserve the right to change prices without prior notice. However, once an order is placed, we will honour the price at the time of order confirmation.

    • Product Availability: While we strive to ensure that all products listed on our site are available, we cannot guarantee the availability of any particular product. If a product becomes unavailable after you place your order, we will notify you as soon as possible and offer an alternative or a full refund.
    • Price Errors: If a product is listed at an incorrect price due to a typographical or system error, we reserve the right to cancel the order. In such cases, we will notify you and provide a full refund.

11. Liability

    While we make every effort to ensure the accuracy of the information on our website, we cannot guarantee that all content is accurate, complete, or current at all times. We accept no liability for any loss or damage arising from reliance on information provided on our website.

    • Product Liability: Our liability is limited to the value of the product supplied. We are not liable for any indirect, consequential, or incidental damages, including but not limited to lost profits, loss of data, or physical harm resulting from the use or misuse of our products.
    • Healthcare Services: Our online consultations are based on the information you provide. We are not liable for any adverse effects resulting from incomplete or inaccurate information submitted during the consultation process.

12. Intellectual Property 

    All content on our website, including but not limited to text, graphics, logos, images, product descriptions, and software, is the intellectual property of onlinemeds or its licensors and is protected by UK and international copyright laws. You may not use, reproduce, modify, distribute, or create derivative works of our content without our prior written consent.

    • Permitted Use: You are granted a limited, non-exclusive, non-transferable license to access and make personal use of the website and its contents. You may not download (other than page caching) or modify the website or any portion of it without our express written consent.
    • Prohibited Use: The use of our website content for commercial purposes, or any unauthorised reproduction of our intellectual property, will be pursued through appropriate legal channels.

13. Data Protection and Privacy

    Your privacy is of utmost importance to us, and we are committed to protecting your personal data. Our use of your data is governed by the General Data Protection Regulation (GDPR) and relevant UK data protection laws.

14. Data Collection

    We collect personal information from you when you:

    • Register an account on our website.
    • Place an order for products or services.
    • Complete a medical consultation.
    • Contact our customer service team.

    The types of information we collect may include:

    • Your name, contact information (email, phone number, address).
    • Medical history, symptoms, and current medication for consultation purposes.
    • Payment information for processing transactions.

15. Use of Your Data

    We may use your personal information to:

    • Process and fulfil your orders.
    • Conduct online consultations and issue prescriptions.
    • Notify your GP of each single medication issued to you from the company.
    • Notify your GP of any rejections and/or non-supplies made by the company.
    • Communicate with you regarding your account and orders.
    • Communicate with you with marketing material specifically related to us only (e.g., new products and services available through the company).
    • Improve our services and user experience.
    • Comply with legal and regulatory obligations.

    We will never sell your data to third parties. However, we may share your information with trusted third-party providers for the purpose of delivering services (e.g., payment processors, delivery couriers, or healthcare regulators).

16. Data Security

    We use industry-standard security measures, including encryption and secure servers, to protect your personal data. However, no data transmission over the internet can be guaranteed to be 100% secure. While we strive to protect your information, we cannot ensure the absolute security of any information you transmit to us.

    For more information on how we collect, store, and use your data, please refer to our Privacy Policy.

17. Medical Disclaimer

    The information and services provided on our website, including online consultations and prescription services, are for informational purposes only and are not intended to replace professional medical advice, diagnosis, or treatment from a qualified healthcare provider.

    • Limitations of Online Services: While our prescribers are qualified to issue prescriptions based on the information you provide, certain conditions or symptoms may require an in-person consultation or additional tests. If our prescribers feel that your condition cannot be safely treated via our online services, you may be advised to seek in-person medical care.
    • Patient Responsibility: You are responsible for providing complete and accurate information during the consultation process. Failure to do so may result in incorrect treatment, for which we cannot be held liable. Always consult your GP or another healthcare provider if you have concerns about your condition or the medication prescribed.

18. Third-Party Links and Services

    Our website may contain links to third-party websites or services. These links are provided for your convenience and do not imply endorsement by onlinemeds. We have no control over the content or services provided by third-party sites and are not responsible for their accuracy, legality, or functionality.

    • Third-Party Services: If you choose to use any third-party services linked from our website, you do so at your own risk. Any transactions or interactions with third-party services are solely between you and the third party, and we are not liable for any issues that may arise from these interactions.

19. Complaints and Dispute Resolution

    At onlinemeds, we are committed to providing the highest standards of customer service. If you are unhappy with any aspect of our service or products, please contact us so we can resolve the issue promptly.

    • Complaint Process: Complaints should be submitted in writing via email to hello@onlinemeds.co.uk or by phone to 01902 288213. We aim to respond to complaints within 2 working days and will work to resolve the matter as quickly as possible.
    • Dispute Resolution: If we cannot resolve a dispute through our internal processes, you may escalate the matter to the General Pharmaceutical Council (GPhC) or the relevant healthcare regulatory body.

20. Governing Law and Jurisdiction

    These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes or claims arising out of or in connection with these Terms or your use of our website will be subject to the exclusive jurisdiction of the courts of England and Wales.

    • Legal Compliance: You agree to comply with all applicable laws, statutes, and regulations regarding your use of the website and our services.
    • Severability: If any provision of these Terms is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions will remain in full force and effect.

21. Amendments to the Terms

    We reserve the right to update or modify these Terms and Conditions at any time. Changes will be posted on this page, and the “last updated” date at the top of this document will be revised accordingly. You are responsible for reviewing these Terms regularly to stay informed of any updates.

    • Notification of Changes: We will make reasonable efforts to notify you of significant changes to these Terms, but your continued use of the website following any changes constitutes acceptance of the new Terms.

22. Indemnity

    You agree to indemnify, defend, and hold harmless onlinemeds, its directors, officers, employees, and agents from and against any claims, liabilities, damages, losses, or expenses arising out of your use of the website, your violation of these Terms, or your violation of any rights of another party, including intellectual property or privacy rights.

23. Contact Information

    If you have any questions or concerns about these Terms and Conditions, or if you require assistance with any aspect of our services, please contact us at:

    • Novacare Health Limited t/a onlinemeds
    • Address: Kings House Business Centre, St. Johns Square, Wolverhampton, England, WV2 4DT
    • Phone: 01902 288213
    • Email: hello@onlinemeds.co.uk

    Our customer support team is available to assist you during our business hours from 9am to 8pm Monday to Friday.