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Terms of Service and Supply

Last updated: 9 May 2025

We amend these Terms from time to time. Every time you use our Service, please check these Terms to ensure you understand the Terms that apply at that time.

Who are we and what do we do?

We are PrivateDoc Limited (“we”, “our”, “us”), a company registered in England and Wales under company number 07466982 with a registered address at Regis House, 45 King William Street, London, England, EC4R 9AN.

We are registered with and regulated by the Care Quality Commission (“CQC”), the independent regulator of health and social care in England under number 1-429741111. Our Doctors, Pharmacist Independent Prescribers and Nurse Independent Prescribers are registered with and regulated by the General Medical Council (“GMC”), General Pharmaceutical Council (“GPhC”) and Nursing and Midwifery Council (“NMC”), as applicable (the “Clinical Team”). The Clinical Team comply with the requirements of their regulatory body and the standards set by applicable healthcare regulators including in relation to remote prescribing.

We provide a website at www.privatedoc.com (the “Website”), under which you can access our online clinical assessment service for treatment of a range of medical conditions, and, where our Clinical Team considers it is appropriate to do so, we may issue a prescription, as detailed on our Website from time to time (the “Service”), to purchase medical products in accordance with a prescription or otherwise, and test kits as detailed on our Website from time to time (the “Product(s)”).

The Products are supplied in accordance with these Terms as follows:

  • prescriptions are dispensed and supplied by our third party supplier who is currently Omnicare Pharmacy (registered at 23-25 West Main Street, Uphall, Broxburn, EH52 5DN and registered with the GPhC with number 1107567);
  • test kits are supplied and reviewed by The Doctor’s Laboratory (registered with and regulated by the CQC under number 1-2166893538); and
  • non-medical products such as vitamins may be procured from third parties but are dispensed by Omnicare Pharmacy,

(together the “Suppliers”).

THIS IS NOT AN EMERGENCY SERVICE AND IS NOT TO BE USED IF YOU ARE HAVING A MEDICAL EMERGENCY. IF YOU ARE HAVING A MEDICAL EMERGENCY, YOU SHOULD IMMEDIATELY DIAL 999.

You can contact us by writing to our registered address, by telephoning our Customer Care team at 0333 358 0200, or by emailing us at [email protected].

What do these Terms cover?

These Terms of Service and Supply (the “Terms”), together with our Privacy Policy and Cookie Policy, govern the legal relationship between us and any user of the Website or consumer of the Service (“you”, “your”) when you use the Website or our Service, or order any Products from us via our Website. By using our Service and/or ordering a Product(s), you accept these Terms and agree to comply with them. IF YOU DO NOT AGREE TO THESE TERMS, YOU MUST NOT USE OUR WEBSITE OR SERVICE, OR ORDER ANY PRODUCT(S) VIA THE WEBSITE.

Who can use our Website and Service and order a Product?

Our Website, Service and Products are directed solely to people legally capable of entering into binding contracts, residing in the United Kingdom for delivery of any Product(s) to an address in the United Kingdom, who are 18 years of age or older. YOU MUST ONLY ORDER A PRODUCT TO A UK ADDRESS, AND USE THE SERVICE IF YOU ARE AT LEAST 18 YEARS OLD AND RESIDE IN THE UK.

How to use our Service and order a Product

Registering an account with us

To use our Service, you must create an account with us and provide us with certain personal information including your full name, date of birth, and contact details, including postal address. We will use your personal information in accordance with our Privacy Policy. You may not be able to access the Service and/or order a Product without providing certain personal information to us, as set out on our Website from time to time.

You must not register an account with us more than once or register for someone other than yourself. You should keep your account details safe. If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party. We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these Terms.

If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us of this.

Ordering Services and Products

An overview of how our Services and Products can be ordered is located on our Website at How it works and is updated from time to time.

Step 1 – Requesting a Prescription

If you would like to request a prescription from us in respect of a Product (a prescription is always subject to Step 2 (Our Checks and Clinical Assessments) and the judgement of the Clinical Team), the first step generally is to submit an order request on our Website. In addition to any prescription Product, you have the option to add-on requests for any non-medicinal and test-kit Products (to the extent these do not legally require a prescription).

When you submit an order request, you will be required to provide certain initial information to us, including by completing an online questionnaire (the “Initial Questionnaire”).

At this stage, we will also take payment from you – which involves us putting a hold on your funds for seven (7) days as per our payment terms below – and we will conduct an identity verification in accordance with our Privacy Policy.

The Products which may be prescribed and are available to order from us are set out on our Website. Such Products may change from time to time and we reserve our right to stop offering or selling a Product at any time. Any images of Products included on our Website are for illustrative purposes only and the packaging of the Products may vary from that shown on images on our Website.

Step 2 – Our Checks and Clinical Assessments

Once you have placed an order request, we will send you an initial email acknowledgement that we are reviewing this.

We will then send your Initial Questionnaire to a member of our Clinical Team who will check this for the purpose of determining whether or not to issue you a prescription. At this stage, the Clinical Team may also request that you supply further information which could include photographs, medical records and/or to conduct a clinical consultation with you via telephone or video (all such further information together with the Initial Questionnaire being the “Case Information”).

We will use reasonable endeavours to pass your order request and Initial Questionnaire to our Clinical Team as soon as reasonably practicable, but we cannot give you a guaranteed timeframe.

Step 3 – The Decision

Once our Clinical Team has reviewed your Case Information, they will decide whether, in their professional opinion, they should issue you a prescription or not. We will email you at the email address you have supplied to notify you that we either accept or reject your order.

OUR CLINICAL TEAM ARE UNDER NO OBLIGATION TO ISSUE A PRESCRIPTION FOLLOWING SUBMISSION OF AN ORDER REQUEST WHERE THEY CONSIDER IT IS NOT APPROPRIATE AND/OR SAFE TO DO SO.

We reserve the right to reject any order request for any reason. Some examples of reasons for us rejecting an order request include: because our Clinical Team have determined it is not appropriate to issue a prescription to you, because you have not provided us with enough information to determine whether or not it is appropriate to issue a prescription to you, a Product is unexpectedly out of stock, we are unable to verify your identity and/or age, you are located outside the UK, we suspect multiple people are ordering prescriptions to a single address, safeguarding purposes, professional responsibilities and/or legal requirements prevent us from fulfilling an order, or the Product was mispriced by us. When this happens, we will inform you of this by email and refund any sums you have paid or remove the hold on your account – whichever is applicable.

Step 4 – Issuing the Prescription (if applicable)

If our Clinical Team decide based on the Case Information that treatment is required and you are suitable for remote treatment, they will issue a prescription for the relevant Product which will be sent to the relevant Supplier who will dispense and supply the medicines to you. You do not need to do anything further after we email to confirm your order has been accepted to receive your prescribed Product.

Pricing and payment terms

The prices for the Services and each Product are set out on our Website. The prices shown include a component for the services provided directly by us and a component for the Product to be provided to you by the relevant Supplier. All prices are in pounds sterling and include VAT unless expressly stated otherwise. If the rate of VAT changes between your order date and the date we supply the Product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

All prices exclude any delivery charge which is payable in addition – in accordance with the section on Delivery below. If a delivery charge applies to your order, this will be shown at the checkout before you make payment.

We use third party payment service providers (for example Stripe and similar providers) to process payments from you. When you place an order, we place a hold on your payment card for seven (7) days until we confirm that the Initial Questionnaire and order request is valid and agree to issue a prescription in accordance with the process set out above. If we find that your Initial Questionnaire and order request is not valid or you have not provided enough or the required information, your order will be abandoned and we will release your funds.

We use reasonable efforts to ensure that all pricing information on our Website is accurate but occasionally there may be an error, and we will communicate this to you promptly upon discovering such error.

Delivery

All of our Products are dispensed by the relevant Supplier. Your order will be delivered to the home address that you provide to us unless otherwise instructed by you. Where an alternative address is selected, you will need to confirm your relationship with this address. Our Suppliers only deliver to addresses within the UK and will not deliver to PO boxes or similar services.

We continuously monitor delivery address usage across patient accounts as a safeguarding measure. We reserve the right to cancel or suspend any orders, pending investigation, where we have reason to believe that multiple people are using a single address or for other safeguarding reasons.

All deliveries will be made by either DPD or Royal Mail. We offer next day delivery and Saturday delivery options, but additional charges may apply based on which option is selected and availability may or may not be limited to specific delivery companies. Depending on your location, DPD may not be able to deliver to your address and your order will only be able to be despatched via Royal Mail.

From time to time, we may decide to introduce or change the delivery services we offer. This includes the choice of delivery partner(s).

If the supply of your Product is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Care Team to end the contract and receive a refund for any Products you have paid for but not received.

It is your responsibility to ensure that someone will be present to sign for the Products you purchase. This does not have to be the named patient, but it will remain your responsibility to ensure that any alternative person signing will be available and subsequently delivers the Products to you.

What are your responsibilities when using the Website, Service and Products?

When using the Service, you must:

  • provide full and accurate information. This includes answering all questions truthfully and fully, and not in a misleading way. You must fully disclose to us any information which you reasonably believe might affect the judgement of our Clinical Team when conducting an assessment of your condition or medical complaint as your treatment will be based on the answers you give in the Case Information. Failure to give complete and accurate information may have consequences for which we are not responsible.
  • treat our Clinical Team and staff with respect. We do not tolerate abusive behaviour. In the event of such behaviour we are within our rights to deactivate your account.
  • otherwise comply with our Acceptable Use Policy.

Once you receive a Product from us, you should promptly check the content of each Product and contact us immediately if you believe the order has been sent to you in error or if a Product is damaged or faulty in some way.

Upon receipt of a Product from us, you must:

  • read carefully and comply with any instructions provided before using any Product prescribed by us. This includes not using any Products beyond their expiry date and checking the packaging and label carefully to ensure it is the medication prescribed. If you are uncertain as to how to use a Product that we have provided to you, you must contact us and you must not use the Product until you have sufficient information from us and understand the correct instructions.
  • ensure no-one other than yourself has access to any Product that we make available to you.
  • inform us promptly if you experience any side-effects from any Product we make available to you or if you think that any Product we made available to you has not been effective.

You should always notify your regular GP of any treatment we prescribe and medicines supplied. Please note that in some cases, our Clinical Team may consider it is not safe to prescribe medication in the absence of consent to share information with your regular GP.

You must not misuse the Website. This includes (but is not limited to) misuse by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful, or otherwise harmfully interacting with our site or any part of it. 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 or any other equipment or network connected with our Website. You must not interfere with, damage or disrupt any software used in the provision of our Website or any equipment or network or software owned or used by any third party on which this Website relies in any way. You must not attack our Website via a denial-of-service attack or a distributed denial-of-service attack. By breaching this provision, 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 Website will cease immediately.

You have a legal right to change your mind and cancel your Product order

You have a legal right to change your mind about a purchase of a Product (where specifically not under prescription).

Under your legal right to change your mind, you have 14 days to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs, provided that you pay the cost of returning the Product to us. This is subject to some conditions, as set out below:

  • When we won't refund you. You can't change your mind about an order for:
    • Products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
    • goods that are made to your specifications or are clearly personalised; and
    • goods which become mixed inseparably with other items after their delivery.
  • Timescale for changing your mind. If you change your mind about a Product you must let us know no later than 14 days after the day we deliver it by emailing our Customer Care Team at [email protected].
  • Returning the Product. You must return the Product to us at your own cost using an established delivery service within 14 days of your telling us you have changed your mind. You should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don't do this and we don't receive the goods at all or within a reasonable time we won't refund you the price.
  • What we refund. We only refund standard delivery costs. For example, we don't refund any extra you have paid for express delivery or delivery at a particular time.
  • We reduce your refund if you have used or damaged a Product. If you handle the Product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the Product's condition is not “as new”, price tags have been removed, the packaging is damaged or accessories are missing. In some cases, because of the way you have treated the Product, no refund may be due.
  • When and how we refund you. If you tell us you've changed your mind about a Product that hasn't been dispatched yet, we will refund you as soon as possible and within 14 days. If you're sending your Product back to us, we will refund you within 14 days of receiving it (or receiving evidence you've sent it to us). We refund you by the method you used for payment. We don't charge a fee for the refund.

You have rights if there is something wrong with your Product (where specifically not under prescription)

If you think there is something wrong with your Product, you must contact our Customer Care Team by email at [email protected].

We honour our legal duty to provide you with products that are as described to you on our Website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.

Summary of your key legal rights

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your Product your legal rights entitle you to the following:

  • Up to 30 days: if your goods are faulty, then you can get a refund.
  • Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
  • Up to six years: if your goods do not last a reasonable length of time, you may be entitled to some money back.

We can suspend supply (and you have rights if we do)

We can suspend the supply of the Service or a Product from time to time. This may be to:

  • deal with technical problems or make minor technical changes; or
  • make changes to the Service or Product, for example to update the Product to reflect changes in relevant laws and regulatory requirements.

We will contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. If we suspend a Product which you have already paid for, we'll refund any sums you've paid in advance for Products you won't receive.

We can cease the supply of part or all of the Service or a Product via our Website at any time for any reason.

We can end our contract with you

We can end our contract with you for supply of the Service or a Product and claim any compensation due to us (including enforcement costs) if:

  • you don't make any payment to us when it's due;
  • you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the Service or Product; or
  • you don't, within a reasonable time, either allow us to deliver the Service or Product to you.

If we end our contract with you, we treat your order as cancelled and refund you the purchase price.

We don't compensate you for all losses caused by us or our Website, Service or Products

We are not responsible for all losses you may suffer as a result of your use of the Website, Service, or Products, or a breach of this contract by us.

We only provide our Website, Service and Products for domestic and private use. You agree not to use our Website, Service or Products for any commercial or business purposes, and WE HAVE NO LIABILITY TO YOU FOR ANY LOSS OF PROFIT, LOSS OF BUSINESS, BUSINESS INTERRUPTION, OR LOSS OF BUSINESS OPPORTUNITY.

We include on our Website some information regarding healthcare and medical conditions. This is general information only provided free of charge and not tailored medical advice. The material on our Website or any Website linked to it is displayed without any guarantees, warranties or conditions as to its accuracy and any reliance placed on such material is at your own risk. Likewise, any links on our Website to other websites and materials provided by third parties are provided for information purposes only. We have no control over the contents of those websites or materials and accept no responsibility for them. WE HAVE NO LIABILITY FOR ANY LOSS CAUSED (DIRECTLY OR INDIRECTLY) BY YOUR RELIANCE ON INFORMATION GENERALLY AVAILABLE ON OUR WEBSITE.

The information and advice provided to you by us via our Service is based on information you supply to us. It is your responsibility to ensure that the information you provide to us is accurate and complete. You accept that failure to provide accurate and complete information (whether intentionally or not) will affect the information and advice we give to you and the Products we prescribe you. WE HAVE NO LIABILITY TO YOU FOR ANY LOSS CAUSED (DIRECTLY OR INDIRECTLY) BY YOUR FAILURE TO PROVIDE ACCURATE AND COMPLETE INFORMATION TO US. We are not liable for any damages which result from your failure to provide and continuously maintain complete, truthful and accurate information (i) to register your account; (ii) in response to any questionnaire, request for information and/or in any consultation. We are not liable for any damages which result from your failure to follow advice given in supply of the Services and/or Product(s) or from your failure to share information with your regular GP.

In respect of any loss or damage you suffer as a result of your use of the Website, Service, or Products or a breach of this contract by us, WE HAVE NO LIABILITY TO YOU FOR SUCH LOSS OR DAMAGE WHERE IT:

  • IS UNEXPECTED OR UNFORESEEABLE, MEANING IT WAS NOT OBVIOUS THAT IT WOULD HAPPEN AND NOTHING YOU SAID TO US BEFORE WE ACCEPTED YOUR ORDER MEANT WE SHOULD HAVE EXPECTED IT TO HAPPEN.
  • IS CAUSED BY AN EVENT OUTSIDE OF OUR CONTROL.
  • COULD HAVE BEEN AVOIDED IF YOU HAD TAKEN REASONABLE ACTION, INCLUDING FOLLOWING OUR INSTRUCTIONS FOR USE.

If you suffer loss or damage as a result of or in connection with the supply of any Products to you under these Terms (including supply of the Service to you for the purpose of supplying such Product to you), OUR LIABILITY TO YOU WILL BE LIMITED TO THE VALUE OF THE RELEVANT PRODUCT.

Notwithstanding the foregoing, we do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for:

  • death or personal injury caused by our negligence or the negligence of our employees;
  • fraud or fraudulent misrepresentation; or
  • any other liability which cannot be excluded or limited by law.

Other important terms

Intellectual Property. We own or are the licensee of all the intellectual property rights in this Website (including but not limited to, copyright, design rights, trade marks, domain names, database rights and patents worldwide, whether registered or unregistered) unless expressly stated otherwise. We fully reserve all such rights. You may access the Website for the purposes for which it is intended only. You may also print off one copy or download extracts of a page for your personal use only, but no modification of any printed or downloaded extract is permitted. Exploitation of any of our rights in this Website for commercial purposes is forbidden. If you exploit or share any part of our Website in breach of these Terms, 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 (except that you are permitted to print off a copy of these Terms).

Linking to the Website. You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it. 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. You must not establish a link to our Website in any website that is not owned by you. Our Website must not be framed on any other site, nor may you create a link to any part of our Website other than the home page. We reserve the right to withdraw linking permission at any time.

Availability of the Website. Our Website is made available free of charge, and we do not guarantee that our Website, or any content on it, will always be available or be uninterrupted. We may update, change, suspend, or withdraw all or any part of the Website from time to time for business and operational reasons.

Viruses. We do not guarantee that our Website will be secure or free from bugs or viruses. You are responsible for configuring your information technology, computer programs and platform to access our Website. You should use your own virus protection software.

Transfers of this agreement. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

Complaints and dispute resolution

If you have a complaint, we would like to have the opportunity to resolve this directly with you. You can contact us by writing to our registered address, by telephoning our Customer Care team at 0333 358 0200, or by emailing us at [email protected] in the first instance if you have any issues with our Website, Service or Product.