Last updated: 24/10/2019
Patients of The Independent Pharmacy Online Doctor are self-referred through the website. We provide a private healthcare service that incurs a charge for our patients. Our fees are all clearly displayed on the website.
We do not provide consultations or prescribe for anyone under the age of 18 years old. If a patient is unable to complete the online consultation himself or herself, for whatever reason, we are unable to provide any treatments through our Online Doctor service and suggest that they visit their GP for treatment. Patients using The Independent Pharmacy Online Doctor service must be UK residents.
The Independent Pharmacy Online Doctor service offers our patients private consultations and prescribing of some prescription only medicines in accordance with the patient’s preferences and wishes subject to a strict medical assessment by a qualified GP or Pharmacist Independent Prescriber. Patients will be able to fill out a confidential, comprehensive medical questionnaire and select a preferred treatment for submission to a prescriber. This is carefully assessed by one of our prescribers to assess the suitability. If the prescriber makes a diagnosis and deems the preferred medicine suitable a private prescription will be produced. All relevant information on the conditions and medicines will be available on the website and will be enclosed with the medicines when they are couriered to the patient.
A full set of our terms and conditions can be seen below.
The confidential consultation will be assessed by either a General Medical Council (GMC) registered doctor or a Pharmacist Independent Prescriber. If the prescriber requires further information from you following your consultation, one of our team will contact you by telephone or email.
Payment for all medicines should be made following your consultation. Payment must be made on the website using a major credit or debit card. All payments and details are protected with 128-bit encryption.
As a provider of an independent healthcare service The Independent Pharmacy Online Doctor service (Red Label Medical Ltd) is required by law to be registered with the Care Quality Commission (CQC) under the Health and Social Care Act 2008. This ensures that the quality of care we provide meets national standards and our patients are safeguarded. As a result of our registration, the CQC carry out a formal assessment of The Independent Pharmacy Online Doctor service (Red Label Medical Ltd). To see our registration status or a copy of our latest report you can click the CQC link on any of our Online Doctor pages or visit www.cqc.org.uk.
There may be, on occasion, a time where a patient wishes to comment or complain about the service they have received from The Independent Pharmacy. We welcome all feedback about our service and will strive to resolve any negative experience our customers have experienced.
Should you wish to contact us to comment or complain please contact Andy Boysan by emailing firstname.lastname@example.org. Alternatively, please send your correspondence to Mr Andy Boysan, The Independent Pharmacy, Unit 3 Heston House, 7 – 9 Emery Road, Brislington, Bristol, BS4 5PF. You will always receive a reply within 7 days.
We will log all complaints we receive so that we can monitor the types of problems, the best way to resolve them and how long we are taking to deal with them.
Alternatively, you may contact the CQC with feedback on our medical prescribing service. This can be done at www.cqc.org.uk or by telephone on 03000 616161. Alternatively, you can contact them in writing at Care Quality Commission, National Correspondence, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA.
To contact the GPhC with feedback on our pharmacy services, you can get in touch via phone (020 3713 8000), email (email@example.com) or online (https://www.pharmacyregulation.org/contact-us). Alternatively, you can contact them in writing at General Pharmaceutical Council, 25 Canada Square, London, E14 5LQ.
The Independent Pharmacy looks to obtain feedback on the quality of our service and patient satisfaction after every consultation. You will receive an email from us to give you the chance to offer feedback or ask questions
We also collect reviews and feedback through the independent review service, Trustpilot. You can view our feedback here:
You can offer feedback at any time by email or telephone (Tel: 0333 2200 519 Email: firstname.lastname@example.org).
Protecting the privacy of our customers is very important at The Independent Pharmacy. In order to provide you with the best possible service we collect and store information about you and the services that you have used. To ensure that we treat your data in the proper manner we are registered under the Data Protection Act 1998 (Reg no. ZA030687).
You can see a copy of our Privacy & Security policy here:
Last updated 23/10/2018.
Definitions and interpretation
In these Terms, the following definitions are used:
Contract – Any agreement between the Seller and the Customer for the sale of Goods;
Customer/you – You (the person who purchases the Goods from the Seller);
Order Confirmation – An email from the Seller to the Customer acknowledging that the order for the Goods has been accepted in accordance with these Terms;
Goods – The Goods that are being sold to the Customer on this website;
Seller/we – The person or business who is selling the Goods known as The Independent Pharmacy as identified in the clause below (Important Information about the Seller);
Website – The Seller’s Website on which the Goods are advertised.
In these Terms, unless the context requires a different interpretation: the singular includes the plural and vice versa; references to sub-clauses,clauses, schedules or appendices are to sub-clauses, clauses, schedules or appendices of these Terms a reference to a person includes firms, companies, government entities, trusts and partnerships including is understood to mean including without limitation; reference to any statutory provision includes any modification or amendment of it; the headings and sub-headings do not form part of these Terms; and "writing" or "written" in these Terms, will include e-mail unless otherwise stated.
By using this Website you are agreeing to these Terms.
The contents of this Website are directed solely at those who access the site from the UK. Your use of this Website and any purchase by you on this Website of any products is governed by English Law and will be deemed to have taken place in England and subject to the exclusive jurisdiction of the English courts. Risk and title in the products will pass to you when delivery of the goods to you is completed (see the section below (Delivery)), and you acknowledge and agree to be responsible for complying with any restrictions around the receipt and use by you of the products.
These Terms and any Contract between the Seller and the Customer are only in the English language.
You should print a copy of these Terms or save them to your computer for future reference.
The use of the Website by the Customer is governed by the Terms, which apply to any Contract.
The Seller may contact the Customer in connection with the Contract by using e-mail or other electronic communication methods and by pre-paid post and the Customer expressly agrees to this.
When providing any information to the Seller, the Customer undertakes that all information provided via the Website is accurate, current and complete, and to notify the Seller of any changes which may mean that the information is inaccurate.
The Seller is authorised by the Customer to contact any third party agencies, including credit reference agencies, to verify the accuracy of information provided by the Customer where the Customer has failed to comply with a request for verification of information from the Seller.
A Customer may only purchase Goods from the Website if they are eligible to enter into a contract and are at least 18 years old.
The Seller accepts responsibility for statements and representations made by its duly authorised agents. It is the Customer's responsibility to check that they have identified and are referring to the correct version of the Terms which is current on the date upon which the order is placed via the Website.
Information and advice about a consumer's statutory rights in relation to Goods that are faulty or not as described is available from a local Citizens' Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights.
The images of the products on our Website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflect the colour of the products. Your products may vary slightly from those images.
The packaging of the products may vary from that shown on images on our site.
The order process is as set out on the Website. Each step allows the Customer to check and amend any errors before submitting the order. It is the Customer's responsibility to check that they have used the ordering process correctly.
Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process.
After an order has been placed on the Website, the Customer will receive an e-mail acknowledging that the Seller has received the order (Order Confirmation). Once an order is placed, it becomes legally binding on the Customer. Submission of an order does not mean that the Seller has accepted the order for the Goods unless and until an Order Confirmation is given to the Customer. If the Seller is unable to supply the Goods, for example, because the Seller deems that the information provided by the Customer does not fall within the clinical guidelines for fulfilling the Order, those Goods are not in stock or no longer available or because of an error in the price on the Website, the Seller will inform the Customer of this and will not process the order (even if it has already given the Customer an Order Confirmation). If the Customer has already paid for the Goods, the Seller will refund the full amount as soon as possible.
It is the responsibility of the Customer to ensure that the Order Confirmation is complete and accurate and to inform the Seller immediately of any errors. The Seller is not responsible for any inaccuracies in the order placed by the Customer.
If you create an account on our website, you agree that you are responsible for maintaining the confidentiality of the password you choose during the registration process, and you are solely responsible for all activities that occur under your name and password. If you use a shared computer, you must log-out of your account on our website at the end of each session. Please take precautions to protect your password and contact us at support@
Your account acts as your medical record and should not be shared with anyone else.
Timescales for delivery and delivery charges will vary depending on the availability of the Goods and the Customer's address. Estimated delivery timescales and prices are set out on the Website. Whilst the Seller will use reasonable endeavours to meet any delivery dates, all delivery dates are estimates and approximate only. The Seller cannot guarantee delivery dates and times and time shall not be of the essence for delivery of the Goods. It is the responsibility of the Customer to ensure that the Goods arrive prior to 24th December and other important dates.
Delivery will be completed when the Seller delivers the Goods to the address provided when the order was placed. The Goods will become the responsibility of the Customer from the completion of delivery.
When placing an Order on the Website, the Customer confirms that it is safe and appropriate for a package containing medicines to be posted through the Customer's letterbox, if the carrier is able to do so. The Customer shall notify the Seller if it is not safe for the package to be posted through the letterbox, for example due to animals or small children. The Seller will endeavour to use tamper-proof packing, where possible.
The Seller may employ a reputable carrier to deliver the Goods. If the Customer is asked for a signature upon delivery, it is the responsibility of the Customer to examine the Goods before signing.
Occasionally, delivery to the Customer may be affected by circumstances beyond the control of the Seller. See the clause below (Circumstances beyond the control of the Seller) for the Seller's responsibilities when this happens.
If Goods from the Website are to be delivered outside the United Kingdom, the Seller will be unable to fulfill the Order. If Goods are forwarded outside of the United Kingdom after delivery without the knowledge of the Seller, the Customer takes full responsibility for any taxes or duties that may arise and compliance with all local laws.
Problems with Royal Mail or non-delivery of items must be reported to The Seller within 30 days of the order being placed.
The price of the Goods will be as set out on the Website at the time that the Customer's order is placed. Prices for Goods may change from time to time, but changes will not affect any order that has been accepted by the Seller with an Order Confirmation.
The price of the Goods includes VAT (where applicable) at the applicable current rate chargeable in the UK for the time being. However, if the rate of VAT changes between the date of the Order Confirmation and the date of delivery, the Customer must pay any increase, unless the Customer has already paid for the Goods before the change in the rate of VAT takes effect.
The price of the Goods does not include delivery charges. Payment for Goods plus any delivery charges, must be made by the Customer (unless they qualify for free delivery). Payment must occur at the time that the Goods are ordered using the ordering procedure set out on the Website.
All Goods shown on the Website are subject to availability. The Seller will inform the Customer by e-mail as soon as possible if the Goods ordered are not available and will not process the order if already made (even if it has already given the Customer an Order Confirmation).
Where Goods provided by the Seller come with a manufacturer's guarantee, the details are set out in the manufacturer's guarantee provided with the Goods.
Any guarantee in this clause is in addition to the Customer's statutory rights in relation to the Goods that are faulty or not as described.
If the Seller fails to comply with these Terms, the Seller is responsible for loss or damage suffered by the Customer that is a foreseeable result of the Seller's breach of the Terms or the Seller's negligence, but the Seller is not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of the breach or if the loss was contemplated by the parties at the time the order was accepted by the Seller.
The Seller supplies the Goods for domestic and private use. The Customer agrees not to use the Goods for any commercial, business or re-sale purpose.
The Seller has no liability to the Customer for any loss of profit, loss of business, business interruption, or loss of business opportunity, or for any indirect, special or consequential loss.
The Seller does not exclude or limit in any way its liability for:
Death or personal injury caused by its negligence or the negligence of its employees, agents or subcontractors;
Fraud or fraudulent misrepresentation;
Breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession); or
Breach of the terms implied by sections 13, 14 and 15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples); and defective Goods under the Consumer Protection Act 1987.
The Seller will not be liable for any failure or delay in performing its obligations under these Terms where such failure or delay results from any cause that is beyond its reasonable control. In these circumstances:
The Seller will contact the Customer as soon as reasonably possible to notify the Customer. The Seller's obligations under these Terms will be suspended and the time for performance of the Seller's obligations will be extended for the duration of the circumstances beyond its control. Where necessary, the Seller will contact the Customer to arrange a new delivery date with the Customer after the circumstances beyond its control are over; and
If the Customer no longer wishes to buy the Goods, it may cancel the Contract under the clause below (Customer's cancellation rights and returns).
If the circumstances beyond the Seller's control continue for longer than 4 weeks, the Seller may cancel the Contract and refund money paid by the Customer in advance.
Please see our Returns & Cancellation policy.
The Seller operates the Website www.theindependentpharmacy.co.uk. The Independent Pharmacy is owned and operated by ABSM Healthcare Ltd (Company Reg. 8515600). The registered address is Unit 3 Heston House, 7-9 Emery Road, Brislington, Bristol BS4 5PF. Our main trading address is Unit 3 Heston House, 7-9 Emery Road, Brislington, Bristol, BS4 5PF. Our VAT number is 176 5700 90.
We are registered with the General Pharmaceutical Council under the registration number 1120908. Our registration status can be confirmed at www.pharmacyregulation.org. Our Superintendent Pharmacist is Mr Ant Boysan, registration number 2047716.
You can contact us by telephone on 0333 2200 519 or by e-mailing us at email@example.com. For notice in writing (for example cancellation) required by these Terms the notice may be provided by e-mail, or by post to The Independent Pharmacy at Unit 3 Heston House, 7-9 Emery Road, Brislington, Bristol, BS4 5PF. We will contact you by e-mail, or by post to the billing address in your order.
It may be necessary for the Seller to revise these Terms from time to time, including for the purposes of:
Changes in how payments are accepted; or
Changes in relevant laws and regulatory requirements which apply to the Goods.
Every time the Customer places an order via the Website for Goods, the Terms in force at that time will apply to the Contract between the Customer and the Seller.
The Contract contains the whole agreement between the parties relating to its subject matter.
The Seller may transfer its rights and obligations under these Terms to another person or organisation, and will always notify the Customer in writing if this happens, but this will not affect the Customer's rights or the Seller's obligations under these Terms.
The Contract is between the Seller and the Customer. No other person shall have any rights to enforce any of its terms. The Customer has the right to enforce the manufacturer's guarantee.
Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them (or any part of them) are unlawful, the remaining paragraphs (and/or the remainder of the relevant paragraph) will remain in full force and effect.
These Terms will be governed by and interpreted according to English law. This means a Contract for the purchase of Goods through the Website and any dispute or claim arising out of or in connection with it or these Terms will be governed by English law. All disputes arising under them will be subject to the exclusive jurisdiction of the English courts.
The Seller and its directors, shareholders and associated persons shall not be responsible for and disclaim all liability for any loss, liability, damage (whether direct, indirect or consequential), personal injury or expense of any nature whatsoever which may be suffered by the Customer or any third party (including your company), as a result of or which may be attributable, directly or indirectly, to your access and use of the Website, any information contained on the Website, your or your company's personal information or material and information transmitted over our systems.
All external links provided by the Seller are for the convenience of the Customer and their content is beyond the control of the Seller. The Customer uses these external links at their own risk and should refer to the external websites’ own terms and conditions of use.
The Seller cannot guarantee that the Website will operate continuously or without interruptions or be error-free. You must not attempt to interfere with the proper working of the Website and, in particular, you must not attempt to circumvent security, tamper with, hack into, or otherwise disrupt the Website or any computer system, server, router or any other internet-connected device. The Seller cannot and does not guarantee or warrant that any content of the Website will be free from infection, viruses and/or other code that has contaminating or destructive properties. You are responsible for implementing sufficient procedures and virus checks (including anti-virus and other security checks) to satisfy your particular requirements for the safety and reliability of data input and output. The Seller does not accept liability for any losses or claims arising from any inability to access the Website or any failure to complete a transaction.
This Website is for personal and non-commercial use. You must not use any materials contained in the Website except to the extent necessary for your own personal use.
All content on this Website is for information purposes only and is not a substitute for professional medical advice; rather it is designed to support, not replace, the relationship between you and your healthcare providers. You should make sure that you carefully read all product packaging and labels prior to use. If you have, or suspect you may have, a health problem you should consult your regular doctor. Please consult your doctor before taking any new product, particularly if you are already under medical care.
When purchasing Pharmacy medicines, the following terms and conditions apply, in addition to all of the terms and conditions above.
When using the Online Doctor service, the following terms and conditions also apply, in addition to all of the terms and conditions above.
The Independent Pharmacy Online Doctor service is managed by Red Label Medical Ltd (Reg. No. 08676338)
Medicines dispensed by ABSM Healthcare Ltd (Reg. No. 08515600)
All content contained on www.theindependentpharmacy.co.uk is owned and maintained by ABSM Healthcare Ltd, which is responsible for all of that content.
By completing an Online Doctor consultation on www.theindependentpharmacy.co.uk you are confirming and truthfully stating that:
Did you know you can search from anywhere on the site? Simply press 's' on your keyboard and our quick search tool will appear.
If you can't find what you are looking for, please contact our support team on 0333 2200 519.