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Terms & Conditions

Terms & Conditions effective from 1st June 2018

These Terms & Conditions, (together with the documents referred to on it), tell you the terms of use for which you may make use of our website: www.thedoctorservice.co.uk (the website) and the services offered by The Doctor Service, whether as a guest or a registered user.

We highly recommend that you read the Terms & Conditions carefully before you start to use the website. By using our website and services, you indicate that you accept these terms and conditions and that you agree to abide by them. If you do not agree to these terms and conditions, please refrain from using our website and services. All consultations and treatments are subject to the Terms & Conditions on this website.

You can print a copy of these terms and conditions for future reference.

1. Information about us

1.1 The Doctor Service is an online doctor service operated by New House Medical Limited ("We"/”Us”) that is accessed through our website www.thedoctorservice.co.uk We are registered in England and Wales under company number 10206839 and our registered address is 18 Oxleasow Road, East Moons Moat, Redditch, B98 0RE. 

1.2 You can contact us by emailing info@thedoctorservice.co.uk or by calling us on 01527 505 462.

1.3 We are registered with and regulated by the Care Quality Commission (registration number ) and as such we comply with the Health and Social Care Act 2008. All of our doctors are registered with and regulated by the General Medical Council and comply with Good Medical Practice Guidelines.

1.4 Medicines we prescribe are dispensed and dispatched from our pharmacy "Chemist.net", operating out of 18 Oxleasow Road, East Moons Moat, Redditch, B98 0RE. Chemist.net is registered with the General Pharmaceutical Council (registration number 1100545) and is owned by Norchem Ltd, a subsidiary of Lexon UK Holdings Limited, who are registered at the same address.

2. Our services and how you should use them

2.1 What we do

a.We provide medical consultations to you based on information you provide to us through online questionnaires, images, telephone conversations and secure messages.

b.We determine if you are suitable for treatment and will issue a prescription, to be prepared by our partner pharmacy Chemist.net and posted to your chosen address.

c.We provide medical information and advice to address any side effects and other issues arising from treatment at the end of every consultation.

d.We monitor the treatment by sending out a medical feedback questionnaire to complete and return.

e.We monitor and improve our services by using an independent product review platform to get your feedback.

f.With your consent, we keep your GP informed of any medication prescribed to you through this website.

2.2 How it works

When you visit our website for the first time you will need to register to access our services. By registering, you create a secure online electronic patient record which will contain the following information:

a.Your personal details

b.Your order details

c.Your GP details if you choose to add this

d. An option to record any relevant medical details such as known allergies and/or blood pressure

e.Confidential messages you may receive from The Doctor Service

f. An option to upload a profile picture

To purchase medication, you will be need to complete a questionnaire and then submit your card details for payment. The submission of a questionnaire forms a binding contract between 'you' and 'us'

All our medical questionnaires have been carefully prepared by an experienced medical practitioner, reviewed by independent doctors, specialists, and lay persons, and are compliant with medical best practice.

Legal restrictions and professional codes of conduct may limit how often we are able to supply you with a medication, and we have no obligation to supply the requested medication. We reserve the right to reject any order.

If you would like to discontinue using The Doctor Service as a patient you can click on the "Deactivate Account" button in your account. Your account will no longer be active with immediate effect and you will not be able to access your electronic patient record. This action is irreversible and cannot be undone. You acknowledge and agree that New House Medical Limited is required by law to archive electronic patient records including your personal information, communication and treatments indefinitely for the foreseeable future. 

2.3 Identity Verification

Patient identity checks are carried out when registering with The Doctor Service. This is based on information you provide to establish your identity. This is a soft check which will appear on your credit profile but does not affect your credit rating or score. Contact Lexis Nexis on 02920 678 555.

2.3.1 It is important that you give us your correct details to ensure that your name, date of birth (DOB) and contact details can be verified. The name and DOB that you use to register with CANNOT be altered by the account holder. Changes to this information can only happen by contacting customer services at info@thedoctorservice.co.uk or in writing to The Doctor Service, 18 Oxleasow Road, East Moons Moat, Redditch B98 0RE.
You may be asked to provide additional documentation such as photo identification where needed before a prescription can be issued.

2.3.2 Requests for photo identification are an extra level of identity checks and are requested for based on individual cases. We use HIPAA compliant email servers to protect your sensitive and confidential information. 

2.3.3 Patients whose identities cannot be verified despite our best efforts will not be able to purchase treatments or products from the website. These accounts may also be disabled to restrict access to other services if found to be fraudulent.

2.3.4 The patient MUST use a payment card held in their own name and the billing address must match the address provided on the account. Our card payments are processed by SagePay who perform checks against appropriate 3rd party databases to ensure your card is not being used without your consent and that you are the legitimate cardholder. Acceptance of these terms and conditions means that you give your consent for these checks to be carried out.

2.3.5 The patient MUST create an eight-character password and a 4-digit security PIN number during the registration process. All patients will need to log in with this password and can only access our payment pages using their 4-digit PIN at the end of every consultation. It is important to keep this PIN secure and NOT divulge it to anyone.

2.4 This website is only intended for use by individuals who are resident in the United Kingdom.

2.5 By placing an order through our website, you confirm that:

a.You are legally capable of entering into binding contracts; and

b.You are at least 18 years old;

c.You are situated in the United Kingdom at the time of submitting the consultation.

d.The delivery address for your medication will be in the United Kingdom.

e. You will be situated in the United Kingdom at time of delivery of your medication.

 2.6. Your use of our website and services is in compliance with the conditions below:

a.You must complete all consultation questionnaires contained on our website truthfully and honestly. You must reveal and disclose all relevant information truthfully to the best of your knowledge.

b. The software is designed to alert our team of doctors to excessive quantities or multiple order transactions.

c. You must not register more than once or create multiple accounts.

d.You must not register or complete questionnaires on behalf of anyone other than yourself. Contact our customer service team if you require any assistance with the questionnaires.

e.All the information contained on our website is in English. You are solely responsible for ensuring that you understand the questions in the questionnaires you complete on our website. You must speak to your regular healthcare provider if you do not understand a question, are unsure how you should answer certain questions, or you do not fully understand the advice or information given to you on our site.
f.If a medicine is dispensed and dispatched to you, you are responsible for checking that the medicine is the correct medicine prescribed from The Doctor Service website. If in doubt, you need to contact our partner pharmacy, Chemist.net to seek advice and/or a replacement as required. Do not consume any medicine that is not the prescribed medicine or is damaged on arrival.

g.You must carefully read all product packaging and labels prior to use. If you purchase medicines in advance of your needs, please ensure that they are not out of date prior to consumption.

h.Please ensure that no-one other than yourself has access to any medicines purchased through the use of our services. Remember, you must always keep medicines out of the reach and sight of children.

2.7 We shall not be liable for any losses, claims or damages, directly or indirectly which result from:

a.Failure to provide and maintain complete, truthful and accurate information in your account and in all questionnaires you submit or any other information you provide to Us;

b.Failure to follow advice given on the website or to pass on information given on the website to your regular healthcare provider. You accept that the advice given on the website does not replace your regular healthcare provider. You are strongly advised to inform your regular healthcare provider about any treatment or medication you receive through The Doctor Service.

This exclusion of liabilities does not extend to any damages relating to death or personal injury due to negligence by The Doctor Service, its directors or employees.

2.8 You must not misuse our website by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful.

2.9 You must not attempt to gain unauthorised access to our website, the server on which our website is stored or any server, computer or database connected to our site. By breaching this clause, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.

3. Pricing, payment, cancellations and refunds

3.1 We are required by law to inform patients of the costs of treatments before consultations. All of our prices are clearly displayed and the price quoted is inclusive of consultation, dispensing and delivery of the medication.

3.2 It is possible that, despite our best efforts, some of the services listed on our website may be incorrectly priced. We are under no obligation to provide the services to you at the incorrect (lower) price if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as an error.

3.3 You are responsible for providing valid credit or debit card payment details. We will not be able to dispense and dispatch your order if your payment details have expired or are invalid in any way. If this happens we will attempt to contact you to enable you to provide updated payment information. By providing payment details, you confirm that you are authorised to use these details and authorise us, or our payment service provider, to take payment in full for the items in your order and any other charges that become due to us under these terms and conditions.

3.4 Payment cards that are issued outside of the UK will be subject to additional checks and may require submission of photo identification when requested.

3.5  Following a successful order request and payment authorisation, our doctors will assess the suitability of the treatment and medication before approving or declining your request. If approved,you agree to the commencement of this service and as such will have no legal right to cancel your order under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you place an order for a test kit or any other non-medicinal item, you can change your mind and cancel your order provided you do so within fourteen calendar days of delivery and the goods are unopened. If you are within your rights to cancel your order or for any concerns regarding a damaged/faulty product or kit, please contact us on 01527 505 462. Refunds will be processed within three working days of us agreeing to the refund and/or receiving returns goods sent back to us but may take up to five working days to appear on your bank or card statement.

3.6 Where it is deemed unsafe and inappropriate to issue a prescription, we will cancel the transaction and all payments being held pending approval will be refunded in full back to your account. A message will also be sent to your electronic patient record.

4. Website access and links to and from our website

4.1 We reserve the right to withdraw or amend the services we provide on our site, or  restrict access to some parts of our website or our entire website without notice.

4.2 Any piece of security information, whether provided by us or chosen by you, must be treated as confidential, and you must not disclose it to any third party. This information includes, but is not limited to, passwords and patient ID numbers. We reserve the right to disable any user account or password if in our opinion you have failed to comply with any of the provisions of these Terms and Conditions. If you believe that your account has been compromised, you must contact us immediately.

4.3 You are also responsible for ensuring that all persons who access our website through your internet connection are aware of these terms, and that they comply with them.

4.4 While we aim to update our website regularly and the content may change without notice, we are under no obligation to update such content.

4.5 You may link to our website, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it in any way whatsoever. You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists and you must not establish a link from any website that is not owned by you. Our website must not be framed on any other website. We reserve the right to withdraw linking permission without notice. If you wish to make any use of material on our website other than that set out above, please address your request to info@thedoctorservice.co.uk . 

4.6. Where our website contains links to other websites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those websites or resources, and accept no responsibility for them or for any loss or damage that may arise from your use of them.

5.Security and Storage of your personal data

5.1 We are certified by IASME and Cyber Essentials which is a government approved standard that shows we have the strategies and security measures in place to protect your information from online and physical threats , unauthorised access or alterations and accidental disclosure or destruction.

5.2 Security measures in place include: data encryption, use of SSL technology, password protection and internal reviews of our data collection, storage and processing procedures.

5.3 Where you have chosen, or in some cases, been given a password to access certain areas of the website, you are responsible for keeping this password safe and confidential. You should not share this with anyone.

5.4 Any use and subsequent tranmission of information within, to and from our site is done at your own risk. All efforts within our responsibilities and capabilities will be made to minimize risks and protect your information.

6. Intellectual property rights

6.1 We are the owner or the licensee of all intellectual property rights on our website, and in the material published on it. These works are protected by copyright laws and treaties around the world. All such rights are reserved.

6.2 You may print off one copy, and may download extracts, of any page(s) from our website for your personal reference only. You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text. Our status (and that of any identified contributors) as the authors of material on our site must always be acknowledged.

6.3 You must not use any part of the materials on our website for commercial purposes without obtaining a licence to do so from us or our licensors.

6.4 If you print off, copy or download any part of our website in breach of these terms and conditions, your right to use our website will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

7. Written communication

Applicable laws require that some of the information or communications we send to you should be in writing. When using our website, you accept that communication with us will be mainly electronic. We will contact you by email or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

8. Our liability

8.1 We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our website or to your downloading of any material posted on it, or on any website linked to it.

8.2 The content displayed on our website is provided without any guarantees, conditions or warranties as to its accuracy.

8.3 Subject to clause 7.5, if in delivering our services to you we fail to comply with these terms and conditions, we shall only be liable to you for the purchase price of the services.

8.4 Subject to clause 7.5, to the extent permitted by law, we, other members of our group of companies and third parties connected to us hereby expressly exclude:

a.All conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity.

b.Any liability for any direct, indirect or consequential loss or damage incurred by any user in connection with our website or in connection with the use, inability to use, or results of the use of our website and services, any websites linked to it and any materials posted on it, including, without limitation any liability for:
(i) Loss of income or revenue
(ii)Loss of business
(iii)Loss of profits or contracts
(iv)Loss of anticipated savings
(v) Loss of data
(vi)Loss of goodwill
(vii)Wasted management or office time

c.Any other loss or damage of any kind, however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable, provided that this condition shall not prevent claims for loss of or damage to your tangible property or any other claims for direct financial loss that are not excluded by any of the categories set out above.

8.5 The Doctor Service is not liable for any events or consequences that arise as a result of any breach of confidential information from or through you, either deliberately or accidentally, including but not exclusive to making your password, PIN number or patient ID number known to an individual or individuals other than yourself.

8.6 Nothing in these terms and conditions limit our liability for:

a.Death or personal injury arising from our negligence

b.Fraudulent misrepresentation or misrepresentation as to a fundamental matter

c.Any other liability which cannot be excluded or limited under applicable law.

9. Information about you and your visits to our website

9.1 We process information about you in accordance with our Privacy and Cookie Policy.

9.2 By using our website, you consent to such processing and you warrant that all data provided by you is accurate and remains accurate.  You are responsible for, on a regular basis, updating your information to ensure it remains accurate and current.

10. Jurisdiction and applicable law

10.1 The English courts will have exclusive jurisdiction over any claim arising from, or related to, a visit to our website although we retain the right to bring proceedings against you for breach of these conditions in your country of residence or any other relevant country.

10.2 These terms and conditions and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.

11. The agreement and variations thereof

11.1 These Terms & Conditions and any document expressly referred to in them constitute the whole agreement between us and supersede all previous discussions, correspondence, negotiations, previous arrangement, understanding or agreement between us relating to the use of our website and the services made available on it.

11.2 If any of these terms are held to be invalid or unenforceable then the validity and enforceability of the remaining provisions shall not be affected.

11.3 We may revise these Terms & Conditions at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we made, as they are binding on you. The date from which the currently published Terms & Conditions are effective from can be found at the top of the page, so you can easily check whether they have been updated. 

12. Your concerns

If you have any concerns about content which appears on our website or concerns with regards to our services, please contact us on info@thedoctorservice.co.uk

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