Terms & Conditions

1. About us

Pharmacy + Me is a registered online pharmacy and healthcare provider based in the United Kingdom.

We provide a range of healthcare services, including online consultations which may, where clinically appropriate, result in the supply of prescription-only medicines. We may also supply pharmacy medicines, over-the-counter medicines, and diagnostic self-testing kits.

Pharmacy + Me operates the website www.pharmacyme.co.uk.

Pharmacy + Me is owned and operated by PHARMKG LTD, company registration number 14702569.

We are registered with the General Pharmaceutical Council, under pharmacy registration number 9012604. You can verify our registration status at www.pharmacyregulation.org.

Our Superintendent Pharmacist is Konstantin Gkioka, GPhC registration number 2224520.

You can contact us by:

• Email: support@pharmacyme.co.uk
• Phone: 01992 329953
• Post: 261 High Street, Waltham Cross, Hertfordshire, EN8 7BE

2. Eligibility

To use our services, you must be at least 18 years old, legally capable of entering into a contract, and resident in the United Kingdom.

By using our services, you confirm that all information you provide is accurate, complete, and up to date.

We may refuse to provide a service or supply a product where we believe that it would be unsafe, inappropriate, unlawful, or not clinically suitable.

3. Your account

Your account is personal to you and forms part of your patient record. You must not share your account with another person or allow another person to complete a consultation or purchase medicines on your behalf unless this has been specifically agreed with us.

You are responsible for keeping your login details and password confidential. You are also responsible for all activity that takes place under your account.

If you are using a shared device, you should log out after each session.

If you suspect that your account has been accessed without permission, you must contact us immediately at support@pharmacyme.co.uk.

4. Our services

We may provide the following services:

Online consultations

We provide online questionnaire-based consultations. You must answer all questions honestly and accurately. Your answers will be reviewed by an appropriately qualified clinician, which may include a Pharmacist Independent Prescriber.

Where necessary, we may ask you for further information before making a clinical decision. This may include additional questions, supporting evidence, identity checks, photographs, video consultation, telephone contact, or information from another healthcare professional.

Prescription-only medicines

Prescription-only medicines will only be supplied where a prescriber decides that the medicine is clinically appropriate and safe for you.

We reserve the right to refuse treatment, cancel an order, request further information, or recommend that you see another healthcare professional where appropriate.

Pharmacy and over-the-counter medicines

We may supply pharmacy medicines and over-the-counter medicines. You must read all product labels, patient information leaflets, packaging, and warnings before use.

Self-diagnostic tests

We may provide self-diagnostic testing kits. These are intended to be used in accordance with the instructions supplied with the kit. You are responsible for following the instructions carefully and seeking medical advice where appropriate.

5. Use of our website

The information on our website is provided for general information only. It is not a substitute for professional medical advice, diagnosis, or treatment.

We aim to keep information accurate and up to date, but we do not guarantee that all content will always be complete, current, or error-free.

You should always read product labels, packaging, patient information leaflets, and any instructions provided before using a medicine, medical device, or testing kit.

You should consult a healthcare professional before taking any new medicine, especially if you are pregnant, breastfeeding, under medical supervision, taking other medicines, or have an existing medical condition.

Product packaging may differ from images shown on our website.

You must not misuse our website by introducing viruses, malware, trojans, or any other harmful material. You must not use our website for fraudulent, unlawful, or abusive purposes.

We reserve the right to suspend or terminate your access to our website if you breach these Terms and Conditions or if we believe there is a risk to patient safety, service integrity, or legal compliance.

We do not guarantee that our website will always be available, uninterrupted, or error-free.

6. Placing orders

Orders may only be placed by individuals who are at least 18 years old, legally able to enter into contracts, and resident in the United Kingdom.

Prescription-only medicines

Orders for prescription-only medicines are subject to clinical approval. Completing a questionnaire or making payment does not guarantee that a medicine will be prescribed or supplied.

We reserve the right to refuse a prescription or supply if it is clinically inappropriate, unsafe, incomplete, or not in line with our prescribing criteria.

We may request further information before making a decision. This may be done by secure message, email, telephone, video consultation, or another suitable method.

Order confirmation

After placing an order, you may receive an email acknowledging receipt of your order. This is not acceptance of your order.

Your order is accepted when it has been clinically approved, processed, and/or dispatched, depending on the type of product or service ordered.

If we refuse or cancel an order after payment has been taken, we will refund you where appropriate.

Payment

All prices are shown in pounds sterling and include VAT unless otherwise stated. Delivery charges may apply and will be shown at checkout.

Payment is required at the time of order using the payment methods available on our website.

You are responsible for ensuring that all details provided during the ordering process are accurate, complete, and up to date. We are not responsible for delays, failed delivery, incorrect supply, or clinical issues caused by inaccurate or incomplete information provided by you.

7. Delivery

We use third-party delivery providers to deliver orders. While we aim to dispatch orders promptly, delivery times are estimates only and are not guaranteed.

We are not responsible for delays caused by third-party couriers, incorrect delivery details, adverse weather, postal disruption, customs issues, or other circumstances outside our control.

Delivery charges will be shown at checkout.

You must ensure that the delivery address provided is accurate and that someone is available to receive the order where required.

8. Returns, cancellations and subscriptions

Orders may only be cancelled before they have been clinically approved. Once an order has been clinically approved, it may proceed to dispensing and dispatch, and cancellation may no longer be possible.

For three-month and six-month subscription plans, treatment must be used within the applicable subscription period. A three-month subscription must be used within 6 months, and a six-month subscription must be used within 12 months.

If a subscription is not used within these timeframes, a £50 cancellation fee may apply, unless treatment has been discontinued for clinical or medical reasons.

If you believe your medication pen is faulty, you must contact us promptly. We may ask you to attend a free video consultation so that one of our clinicians can assess the issue.

We are not responsible for missed or wasted doses caused by incorrect use, failure to follow the patient information leaflet, failure to contact us for support, incorrect storage, or attempts to alter, split, extract, or manipulate doses.

Due to safety and hygiene reasons, we cannot accept returns of prescription medicines unless they are faulty, damaged, or incorrect.

Non-medicinal products may be returned where permitted by law, provided they are unopened, unused, and in their original packaging.

Please see our full Returns and Cancellation Policy for further details.

9. Your obligations

You agree to:

• provide accurate, complete, and truthful information during consultations and orders
• update us if your health, medication, pregnancy status, allergies, medical history, or circumstances change
• read and follow all patient information leaflets, labels, instructions, and clinical advice provided
• use medicines only as prescribed or instructed
• not share medicines with another person
• not order medicines for another person through your own account
• contact us if you are unsure how to use a medicine or device
• seek urgent medical help if you experience serious or concerning symptoms

Failure to provide accurate information may result in inappropriate treatment, harm to your health, refusal of future orders, account suspension, or cancellation of services.

10. Clinical decisions and patient safety

All prescribing decisions are made at the discretion of the prescriber.

We may refuse, pause, amend, or cancel treatment where we believe this is necessary for patient safety, clinical appropriateness, regulatory compliance, or professional standards.

We may also recommend that you contact your GP, NHS 111, emergency services, or another healthcare professional where appropriate.

Our clinicians may contact you for further information before approving treatment. If you do not provide the requested information, we may be unable to proceed with your order.

11. Identity verification

As part of our commitment to safe and responsible healthcare services, we may use third-party providers to verify your identity.

This may involve a soft credit check or other identity verification process. A soft check is used for identification purposes only and should not affect your credit score.

We may refuse or delay supply if identity verification cannot be completed satisfactorily.

Please see our Privacy Policy for more information about how your data is used.

12. Limitation of liability

Nothing in these Terms and Conditions excludes or limits your statutory rights or any liability that cannot legally be excluded.

We are not responsible for loss or damage arising from:

• inaccurate or incomplete information provided by you
• misuse of medicines or products
• failure to follow instructions, labels, patient information leaflets, or clinical advice
• using medicines prescribed for someone else
• delays caused by third-party delivery providers
• website downtime or technical issues outside our reasonable control

Our liability for any claim relating to a product or service shall not exceed the amount paid by you for that product or service, except where the law does not allow such limitation.

13. Intellectual property rights

All content on our website, including text, graphics, logos, images, designs, layout, and branding, belongs to Pharmacy + Me or our licensors and is protected by copyright and intellectual property laws.

You may not copy, reproduce, distribute, modify, or use any part of our website without our written permission.

14. Privacy and data protection

Your privacy is important to us. We collect and process personal information, including health information, in order to provide our services safely and lawfully.

Please read our Privacy Policy for information about how we collect, use, store, and protect your personal data.

15. Changes to these Terms and Conditions

We may update these Terms and Conditions from time to time to reflect changes in our services, operations, legal requirements, regulatory guidance, or business practices.

The version in force at the time you place an order or use a service will apply to that order or service.

Updated Terms and Conditions will be posted on our website.

16. External links

Our website may contain links to external websites. These links are provided for convenience only.

We are not responsible for the content, accuracy, availability, or privacy practices of external websites.

17. Complaints

If you wish to make a complaint, please contact us at:

• Email: complaints@pharmacyme.co.uk
• Post: 261 High Street, Waltham Cross, Hertfordshire, EN8 7BE

We aim to acknowledge and respond to complaints promptly.

You may also raise concerns about a registered pharmacy with the General Pharmaceutical Council.

18. Contact us

If you have any questions about these Terms and Conditions, please contact us at: