This page (together with our Privacy & Cookies Policy and Acceptable
Use Policy) tells you information about us and the legal terms and
conditions (“Terms“) on which we make available products
(“Products“) and services (“Services“),
from our website, https://www.pilldoctor.co.uk, (“our site
“) to you.
Our site facilitates your access to an online clinical assessment for the
purpose of issuing private prescriptions and supplying medication (“ Prescribed Medicines“) to you.
These Terms also govern the ownership and use of any materials,
documentation and intellectual property rights belonging to us or any of
our associates (“Material“).
Please read these Terms carefully and make sure that you understand them.
Before you place an order for Products (including Prescribed Medicines) or
Services on our site (“Order“), you will be asked to agree
to these Terms. If you refuse to accept these Terms, you will not be
allowed to order Products or Services from our site.
Information about us
We are Aktive Healthcare Limited, a company registered in
England with company number 09229505 and our registered office
at 37a Bates Industrial Estate, Church Road, Harold Wood,
Romford, Essex, England, RM3 0HU, United Kingdom. (the“Company“, “we” or “ us“). We are responsible for operating our
We work with selected third party suppliers (“Associates“), including registered general
medical practitioners (“GPs“) and pharmacists
(“Pharmacists“), who are responsible for
providing the Products and/or Services through our site in
accordance with their own terms and conditions. You should
review and accept such terms and conditions prior to placing an
Order for Products or Services.
PillDoctor.co.uk work with a number of GPhC registered
pharmacies for dispensing
The easiest way to contact us is by email. You can also contact
us by telephone on +44 (0)2037732742. Please include your Order
number or account details to help us to identify you.
Where reference is made in these Terms to communication being
made in writing, this shall be taken to include communication
made by us or any Associate by way of onscreen message,
notification, prompt field or other communication or
information provided to you via our site or by email using an
email address, which you have provided to us for communication
with you. The provisions of this clause shall not apply to the
requirements of service of any documents in legal proceedings.
Communication and security
By accepting these Terms, you are communicating with us
electronically and, in doing so, you are deemed to consent to
receiving communications from us or our Associates
electronically. Electronic communications include, but are not
limited, to emails, notifications, alerts, prompts, disclosures
and information fields or other information provided via our
site. You agree that any electronic communication made to you
by us is sufficient to satisfy any legal requirement that such
communication be made to you in writing.
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 these Terms.
If you know or suspect that anyone other than you knows your
user identification code or password, you must promptly notify
us at [email protected]
How we use your personal information
The use of your personal information is subject to our Privacy
and Cookies Policy. Please ensure that you have read and
understood our Privacy and Cookies Policy before placing your
We will not use any of your personal information for any
purpose other than those contained within our Privacy and
Cookies Policy and as set out below.
We will use the personal information you provide to us in order
verify your identity;
enable Associates to provide you with Products and/or
facilitate payments and refunds for Products and/or
enhance and improve the quality of Products and/or
Services that we provide;
comply with requests made by regulatory bodies and/or
as otherwise required by law;
provide relevant information to your regular healthcare
for the prevention of fraud and/or other relevant
We use identity verification services in order to check your
details, which are checked against multiple sources, including
the electoral roll and credit reference agencies. By agreeing
to these Terms, you are giving us permission to make these
checks. If we cannot verify your identity using these checks,
we will contact you requesting further evidence of your
You give your consent for information about yourself, your
health and your current medications including, but not limited
to, the information you divulge as part of the online clinical
assessment to be viewed and exchanged by and between us and our
employees and Associates for the purpose of supplying Products
and/or Services to you.
We may make changes to these Terms or our site
We may amend these Terms from time to time.
Every time you wish to use our site, please check these Terms
to ensure you understand the terms and conditions that apply at
We may revise these Terms as they apply to your Order from time
to time to reflect the following circumstances:
changes in relevant laws and regulatory requirements;
where we, in our absolute discretion, deem it necessary
Notwithstanding clause 5.1, if we revise these Terms as they
apply to your Order, we will endeavour (but without obligation)
to contact you to advise you of the changes.
We may also update and change our site from time to time to
reflect changes to the Products and/or Services, our users’
needs and our business priorities.
Links to third party websites on our site are provided solely
for your convenience. If you use these links, you leave our
site. We have not reviewed these third party websites and do
not control and are not responsible for these websites or their
content or availability. We therefore do not endorse or make
any representations about them, or any material found there, or
any results that may be obtained from using them. If you decide
to access any of the third party websites linked to our site,
you do so entirely at your own risk.
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
You must not establish a link to our site in any website that
is not owned by you.
Our site must not be framed on any other site, nor may you
create a link to any part of our site other than the home page.
We reserve the right to withdraw linking permission without
If you wish to link to or make any use of content on our site
other than that set out above, please contact [email protected]
Cancellation by you
You can cancel an Order with immediate effect at any time by
giving us written notice if:
we breach these Terms in a material way and we have
failed to remedy the breach not less than 14 days from
the day upon which you notified us in writing of that
our performance under these Terms is affected by an
“Event Outside Our Control” under clause 17;
we enter liquidation or upon the appointment of a
receiver or administrator over our assets; or
at any time up to the commencement of the Service.
Refunds – limitations
You will not be entitled to a refund arising from:
the unavailability of any Associate where our site is
functioning and an alternative Associate is available;
a temporary interruption in the Service; or
any interruption in the Service through no fault of the
By accepting these Terms, you agree that Associates may differ
in their clinical opinions and, provided that any online
clinical assessment is undertaken in good faith by an
Associate, you will not be entitled to any refund in respect of
any Service provided.
You will not be entitled to receive any refund in relation to
any Service where the provision of such Service is restricted
insufficient or variable network connectivity;
a negligent act or omission by you; or
through no fault of the Company.
Cancellation by us
We may from time to time have to cancel an Order before the
provision of such Products or Services has commenced, due to
any one of the following:
an Event Outside Our Control, as defined in clause 17;
the unavailability of any Associate or Material,
without which we are unable to provide the Product or
In the event that any Product or Service becomes unavailable
pursuant to clause 9.1, we will notify you as soon as is
reasonably practicable in writing.
If we cancel an Order pursuant to clause 9.1 and you have paid
in advance but the Products or Services have not yet been
provided to you, we will provide you with a full refund.
We may cancel your Order at any time with immediate effect by
giving you written notice if:
you do not pay us when you are required to; or
you are otherwise in breach of these Terms and you do
not remedy your breach within 7 days of us asking you
to in writing, or sooner if reasonably required.
From time to time, we will request certain information from you
which may be confidential and/or covered by data protection
legislation, for example, details of any medical conditions. If
you do not provide us with this information, or you provide us
with incomplete or incorrect information, we may suspend the
provision of the Services or the supply of the Products by
giving you written notice. We will not be liable for any delay
or non-performance where you have not provided this information
to us and we will not be obliged to provide you with any refund
in such circumstances.
We reserve the right to deny you access to our site, or
terminate the provision of Products and/or Services, including
removal of your account and information, immediately upon
notice, where we determine that you have been abusive or have
behaved in an inappropriate manner towards any Associate or any
employee or agent of the Company, including:
using foul language, threatening, inappropriate,
abusive, offensive behaviour or remarks;
engaging in any behaviour believed to be time-wasting;
using the Services excessively, as determined in our
We may suspend or withdraw our site
Our site is made available to you free of charge.
We do not guarantee that our site or any Material on it, will
always be available or be uninterrupted. We may suspend,
withdraw or restrict the availability of all or any part of our
site for business and operational reasons. We will try to give
you reasonable notice of any suspension or withdrawal.
You are also responsible for ensuring that all persons who
access our site through your internet connection are aware of
these Terms and other applicable terms and conditions,
including those of our Associates, and that they comply with
Delivery of Products
Products will either be made available to you for collection or
delivered directly to an address of your choosing. We will
inform you of any collection or delivery costs at the time of
your Order and the expected date and time for collection or
Prescribed Medicines will be charged per item prescribed at the
price stated on our site at the time of dispensing.
Once an order has been processed, both shipping and billing
address cannot be changed as the prescription cannot be
Display and availability of Products
Although we make reasonable efforts to update the information
on our site, including descriptions of any Product or Service,
we make no representations, warranties or guarantees, whether
express or implied, that the content on our site is accurate,
complete or up to date.
The images of the Products on our site are for illustrative
Products may vary from the images on our site and we accept no
responsibility for any reliance that you may place on the
accuracy of the images used on our site.
The packaging for the Products may vary from time to time to
that shown on images on our site.
All Products shown on our site remain at all times subject to
availability. If the Product you have ordered is unavailable,
we will notify you as soon as possible and we will refund your
Price of Products and Services
The prices of the Products or Services will be as quoted on our
site at the time you submit your Order. We take all reasonable
care to ensure that the prices of Products and Services are
correct at the time when the relevant information was entered
onto our site.
Prices for Products or Services may change from time to time
but changes will not affect any Order you have placed prior to
The price of a Product or Service includes VAT (where
applicable) at the applicable current rate chargeable in the
The price of a Product does not include collection or delivery
charges, which shall be as stated on our site before you place
Our site contains a large number of Products and Services. It
is always possible that, despite our best efforts, some of
these Products or Services may be incorrectly priced. We will
normally check our prices as part of our dispatch procedures so
where the Product’s or Service’s correct price is lower
than the price stated on our site, we will charge the
lower amount when providing such Products or Services
to you. However, if the pricing error is obvious and
unmistakeable and could have reasonably been recognised
by you as a mispricing, we do not have to provide such
Products or Services to you at the incorrect (lower)
if the Product’s or Service’s correct price is higher
than the price stated on our site, we will notify you
as soon as possible to inform you of this error and we
will give you the option of continuing to order the
Product or Service at the correct price or cancelling
your Order. We will not process your Order until we
have received your instructions.
Payment for all Products, Services and collection or delivery
charges must be made at the time of placing your Order.
Payment for Products or Services can be made by debit or credit
You are responsible for providing valid debit or credit card
details. We reserve the right to not provide Products or
Services to you if your payment details have expired or are
invalid. In such cases, we will attempt to contact you to
enable you to provide updated information.
Payments are provided on a ‘continuous authority’ basis,
allowing for further payments or refunds to your payment card
To ensure that your debit or credit card is not being used
without your consent, we will validate name, address and other
personal information supplied by you during the order process
against appropriate third party databases. By accepting these
Terms, you consent to such checks being made. In performing
these checks, personal information provided by you may be
disclosed to a registered credit reference agency, which may
keep a record of that information. This is done only to confirm
your identity. A credit check is not performed and your credit
rating will not be affected. All information provided by you
will be treated securely and strictly in accordance with
current and applicable data protection legislation.
Our liability to you
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, agents, subcontractors or
Associates and for fraud or fraudulent misrepresentation.
We will not be liable, whether in contract, tort (including
negligence), breach of statutory duty, or otherwise, for any
loss of profit, or for any indirect or consequential loss
arising under or in connection with your Order.
Subject to clause 16.1, our total liability to you whether in
contract, tort (including negligence), breach of statutory
duty, or otherwise, arising under or in connection with the
provision of the Products or Services shall be limited to the
amount paid by you in respect of such Product or Service.
Our site is not designed and is not suitable for the treatment
and/or management of a medical emergency or any acute condition
or condition that would otherwise warrant analysis, diagnosis
or treatment in person or where analysis, diagnosis or
treatment would be required on an urgent basis.
We will take all appropriate technical and organisational
measures against unauthorised or unlawful processing of your
personal data and against accidental loss or destruction of, or
damage to, personal data but subject to that and our
obligations under law as a data controller, we shall not be
responsible for any data loss or unauthorised access by other
persons, whether a result of unauthorised access, misaddress,
technical failure, technical interference, negligence or
We disclaim all warranties, express or implied (to the extent
permitted by law) including, but not limited to, implied
warranties of satisfactory quality and fitness for a particular
purpose. We do not warrant that our site or any notification
sent by us to you will be free of viruses or other harmful
We do not accept any liability or responsibility for the
actions or omissions of any third party, including Associates.
We only supply Products and Services for domestic and private
use. You agree not to use the Products or Services for any
commercial, business or re-sale purpose, and we shall have no
liability to you for any loss of profit, loss of business,
business interruption, or loss of business opportunity if you
use such Products or Services otherwise than in accordance with
Prescribed Medicines are supplied in accordance with
information you provide to us and to our Associates through
online clinical assessments on our site. We are not liable for
any loss or damage from your use of any Prescribed Medicine if
you supply incorrect or incomplete information.
We are not liable for loss or damage, which arises from your
failure to inform your GP or other healthcare professional
about any Products or Services which you order from our site.
We are not liable for any loss or damage, which results from
your failure to follow advice given on our site.
You accept that the advice provided through our site does not
replace the advice provided to you by your GP and that you
should consult with your GP and other healthcare professionals
on the Products and/or Services supplied through our site.
Events Outside Our Control
We will not be liable or responsible for any failure to
perform, or delay in performance of, any of our obligations
under these Terms that is caused by an “Event Outside Our
Control”, as defined in clause 17.2.
An “Event Outside Our Control” means any act
or event beyond our reasonable control, including without
limitation strikes, lock-outs or other industrial action by
third parties, civil commotion, riot, invasion, terrorist
attack or threat of terrorist attack, war or threat or
preparation for war, fire, explosion, storm, flood, earthquake,
subsidence, epidemic or other natural disaster, or failure of
public or private telecommunications networks.
If an Event Outside Our Control takes place that substantially
affects the performance of our obligations under these Terms:
we will contact you as soon as reasonably possible to
notify you; and
our obligations under these Terms will be suspended and
the time for performance of our obligations will be
extended for the duration of the Event Outside Our
Control. Where the Event Outside Our Control affects
the supply of Products to you, we will arrange a new
collection or delivery date with you after the Event
Outside Our Control has expired.
You may cancel an Order if an Event Outside Our Control,
persists for a period of not less than 7 days. To cancel your
Order, you must notify us in writing, subject to clause 2.
We may cancel an Order if an Event Outside Our Control persists
for a period of not less than 28 days.
Important: If you provide false or misleading information at
any time when using our site or consulting with our Associates,
then you acknowledge that it is possible that a prescription
may be issued based on the incomplete information that you have
provided, which could have severe or even potentially life
threatening consequences. By using our site and consenting to
these terms, you agree not to provide false, inaccurate or
misleading information at any time. To do so would be a breach
of these terms.
By accepting these Terms, you agree that:
all information you provide to us and to our Associates
will be a fair and accurate reflection and will not
omit anything of material importance;
should you become aware that any information relating
to your medical records, tests or prescriptions is
inaccurate or incomplete, you shall bring it to our
you will ensure that you comply wherever possible with
all instructions, advice and treatment provided to you
by any Associate;
you will inform your GP about Prescribed Medicines
supplied and advice given to you through our site;
if, through your use of our site, you have any doubts,
or concerns relating to any information, advice or
instructions, which have been provided to you or failed
to be received by you via the Services, or relating to
your health, or any conditions, you will seek further
independent medical opinion as soon as is reasonably
practicable from an alternative healthcare professional
and/or shall utilise the emergency services as
you will comply with any instructions (including but
limited to route, timing and dosage) given to you by an
Associate in relation to any Prescribed Medicine;
you will report any side effects of any Prescribed
Medicine as soon as reasonably possible;
you will not register or attempt to register on behalf
of any other person for access to our site nor will you
provide information in response to an online clinical
assessment or represent yourself to be any other
you will not register or attempt to register with our
site more than once.
Any content used by us on our site and all Materials are
subject to protection by copyright, trade marks, database
rights and other intellectual property rights.
You agree that you shall not interfere with any copyright or
proprietary notices on our site.
You acknowledge that you shall not at any time acquire any
rights in the copyright or any other intellectual property
rights in any Materials, content or any other documents or
items provided through our site.
You shall be entitled to use the content, materials, documents
and other information as set out in clauses 19.1 to 19.3 for
your own personal use and in connection to receiving the
Services from us but you shall not be entitled to make copies,
edit, alter or distribute, nor shall you make any materials or
information referred to in this clause available through a
file-sharing network or facilitate or allow any other person to
do the same.
All content available and included on our site, such as text,
graphics, logos, button icons, images, audio clips, digital
downloads, data compilations and software, is our property or
of our content suppliers and is subject to protection by
copyright and other intellectual property rights. The
collective use of all content on our site is our sole and
exclusive property. Any software used on our site is our
property or our software suppliers and is subject to protection
by copyright and other intellectual property rights.
is a trade mark of the Company.
Our site may be accessed from outside of the United Kingdom.
However, our site must not be used under any circumstances
where the law of any other jurisdiction would govern the use of
We cannot guarantee that any Materials on our site are suitable
for use in all locations outside the United Kingdom, nor will
we guarantee that the use of such Materials will be compliant
with the governing laws in those locations outside of the
jurisdiction of England.
Accessing our site from territories where its contents are
illegal or unlawful is prohibited under these Terms. We accept
no responsibility whatsoever and however incurred for any even
arising from your use of our site from locations outside the
Any dispute or claim arising under these Terms must be notified
to us in writing within 14 days of such dispute or claim
arising. Such notice must set out full particulars of the
dispute or claim to enable us to know and understand what it
relates to. Any failure by you to give written notice within
such time limit will prevent you from making such claim.
In the event that a dispute arises in connection with any
provision contained within these Terms, we and you each agrees
to seek resolution of the dispute.
If the dispute cannot be resolved within 60 days of the initial
notification of a dispute by either party, we each agree to
attempt to settle it through mediation in accordance with the
Centre for Effective Dispute Resolution Model (“ CEDR“) Mediation Procedure.
Unless otherwise agreed between the parties, the mediator will
be selected by CEDR.
To initiate the mediation, either party must give the other
written notice (“ADR Notice“) requesting the
mediation. A copy of the request should be sent to CEDR.
The mediation will start not less than 60 days from the date of
the provision of the ADR written notice.
The parties irrevocably agree that neither party may commence
any court proceedings in relation to any dispute arising out of
any matter relating to these Terms until it has first attempted
to settle the dispute by mediation and either the mediation has
been terminated or the other party has failed to participate in
the mediation for a period of not less than 30 days from the
date of the commencement of the mediation.
Other important terms
Each clause of these Terms operates separately. If any court or
relevant authority decides that any clause or sub-clause is
unlawful or unenforceable, the remaining clauses and
sub-clauses will remain in full force and effect.
If we fail to insist that you perform any of your obligations
under these Terms, or if we do not enforce our rights against
you, or if we delay in doing so, that will not mean that we
have waived our rights against you and will not mean that you
do not have to comply with those obligations. If we do waive a
default by you, we will only do so in writing, and that will
not mean that we will automatically waive any later default by
These Terms are governed by the laws of England. This means
that any dispute or claim arising out of or in connection with
these Terms will be governed by English law. By accepting these
Terms, you irrevocably agree that the courts of England will
have exclusive jurisdiction.
Your Consumer Rights
Consumers have legal rights in relation to Products and/or
Services that are faulty or, subject to clause 13, not as
described. You can obtain advice about your legal rights from
your local Citizens’ Advice Bureau or Trading Standards Office.
These Terms do not affect your statutory rights.
You acknowledge and agree that by purchasing any Products or
Services through our site, no contract of sale, retail or other
commercial arrangement is created between you and us. Our
relationship with you when purchasing such Products and
Services is as a facilitator for the purpose of you placing
your Order with the Associate.
The Associate, who will provide the Products and/or Services
direct to you, will do so under its own terms and conditions of
We will not be held liable for any Product and/or Services that
you purchase from an Associate.
When placing an order for a Product and/or Service through our
site, you will receive written confirmation of your Order from
us. This confirmation, however, will be subject to acceptance
of the Order by the applicable Associate.
Your contract with the Associate will subsist at the time when
your Order has been placed with the Associate by us acting as
agent and such Order has been duly accepted by the Associate.
The basis of your contract with the Associate will be governed
by the Associate’s own terms and conditions.