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1 These Terms and Conditions

1.1 These terms and conditions (along with the documents referred to in it) (collectively, these “terms“) set forth the terms and conditions under which you may use the website www.mylondonpharmacy.co.uk (our “site”), whether as a guest or a registered user. Please read these terms of service thoroughly before using our website.

1.2 By using our website, you indicate acceptance of these terms and agreement to abide by them. If you do not accept these terms, you are not permitted to use our website.

1.3 We recommend printing a copy of these terms for future reference.

2 Information about our company

2.1 Our website is managed by PharmaExpo Ltd (Trading as My London Pharmacy) (“we“). We are an English and Welsh corporation with company number 12993595. Our registered office is located at 277-279 Chiswick High Road, London, England, W4 4PU. Our VAT number is: GB 366536667.

2.2 Our company is registered with the General Pharmaceutical Council and supplies medications that are regulated by the Medicines and Healthcare products Regulatory Authority.

2.3 You can email us at [email protected] or call us at 020 3154 4734

3 Additional conditions may apply to you.

3.1 Our Privacy Policy, which also governs your use of our website, describes how we handle any personal information we collect from you or that you provide to us. By using our website, you agree to this processing and warrant that all information you provide is accurate.

3.2 If you purchase goods from our website, our terms and conditions of sale will govern the transaction.

4 We reserve the right to modify these terms.

We modify these terms on occasion. Please review these terms each time you wish to use our website to ensure you understand the terms in effect at that time.

5 We may make adjustments to our website.

We may periodically update and modify our website to reflect changes in our products, our users’ needs, our business priorities, or for any other reason.

6 We may suspend or remove our website.

6.1 We do not guarantee that our site or any of its content will be accessible or uninterrupted at all times. We may suspend, remove, or restrict access to all or a portion of our website for business or operational reasons. We will attempt to provide you with adequate notice of any suspension or withdrawal.

6.2 You are also responsible for ensuring that all individuals who access our website through your Internet connection are aware of and comply with these terms of service and any other applicable terms and conditions.

7 Using our website

7.1 Our site and any services provided via the site will be in English, and it is your responsibility to ensure that you fully comprehend the content. Our website is intended for UK and European Union residents. We make no representation that the content accessible on or through our site is suitable for use in other locations or is accessible in other places.

7.2 We reserve the right to restrict access to certain areas or the entire site to registered users at our discretion.

7.3 If you select or are given a user identification code, a password, or any other piece of information as part of our security procedures, you must treat such information as confidential, and you must not disclose it to a third party. We reserve the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time and for any reason, including, but not limited to, if we believe you have failed to comply with any of these terms of service.

7.4 We will determine at our sole discretion whether your use of our website constitutes a violation of these terms. When a violation of these terms occurs, we reserve the right to take any action we deem appropriate, which may include any or all of the following:

7.4.1 immediate, temporary, or permanent revocation of your permission to use our website;

7.4.2 issuing you a warning;

7.4.3 legal action brought against you as a result of the breach;

7.4.4 Disclosure to law enforcement authorities of such information as we reasonably deem necessary.

7.5 You must not use our site or services for emergencies. In an emergency, you should contact your local physician or the nearest hospital’s emergency room.

7.5 Our site and any services provided via the site will be in English, and it is your responsibility to ensure that you fully comprehend the content. Our website is intended for European Union residents. We make no representation that the content accessible on or through our site is suitable for use in other locations or is accessible in other places.

7.6 You are not permitted to use our website or services in an emergency. In an emergency, you should call 999 if it is a medical emergency or 111 if it is not life-threatening.

8. Intellectual property rights and permitted site content usage

8.1 We are the owner or licensee of all intellectual property rights pertaining to our website and its content. These works are safeguarded by international copyright laws and treaties. Such rights are expressly reserved.

8.2 You may print one copy and may download extracts of any page(s) from our website for your own personal use and you may draw the attention of others within your organization to content posted on our website.

8.3 You may not alter in any way the paper or digital copies of any materials you have printed or downloaded, nor may you use any illustrations, photographs, video or audio sequences, or graphics separately from their accompanying text.

8.4 Our status as the authors of content on this site (and that of any identified contributors) must always be acknowledged.

8.5 You may not use any portion of our website’s content for commercial purposes without a license from us or our licensors.

8.6 If you print off, copy, or download any portion of our site in violation of these terms of service, your permission to use our site will immediately expire, and you must, at our option, return or destroy any copies you have made.

9 Our liability

9.1 The content displayed on our website, including the blog, is provided without any accuracy-related guarantees, conditions, or warranties.

9.2 We do not exclude or limit our liability to you where to do so would be unlawful. This includes liability for death or personal injury caused by our or our employees’, agents’, or subcontractors’ negligence, as well as liability for fraud or fraudulent misrepresentation.

9.3 Our Terms and Conditions of Supply will outline the various limitations and exclusions of liability that will apply to any liability arising from the supply of products to you.

If you are a business user of our website, please read the following:

9.4 We disclaim all implied conditions, warranties, representations, and other terms that might apply to our website or any of its content.

9.5 We will not be liable for any loss or damage arising out of or in connection with:

9.5.1 the use of or the inability to use our website; or

9.5.2 reliance on or use of any content displayed on our website.

9.6 In particular, we are not liable for the following:

9.6.1 Profit, sales, business, or revenue loss;

9.6.2 interruption of business operations;

9.6.3 reduction in expected savings;

9.6.4 the loss of business opportunities, goodwill, or reputation, or

9.6.5 indirect or secondary losses or damages.

If you are an end-user consumer:

Please note that our website is only intended for personal, non-commercial use. You agree not to use our website for any commercial or business purposes, and we are not liable for any loss of profit, loss of business, business interruption, or business opportunity.

10 Enrollment

10.1 In order to use certain services on our website, you will be required to create a personal, secure online patient record and register with our site. We reserve the right to suspend or terminate access at any time if we believe that your continued use of our services will cause harm to third parties or to ourselves. By registering for the service, you agree to:

10.1.1 certify that the information you have supplied is accurate and complete; and

10.1.2 Agree to keep your username and password confidential and to take reasonable precautions to safeguard and not share your online patient record’s login information with anyone;

10.1.3 may not create multiple accounts on our website; and

10.1.4 Verify that you are at least 18 years old.

11 Viral infections, hacking and other offenses

11.1 Our website is not guaranteed to be secure or free of bugs or viruses.

11.2 It is your responsibility to ensure that your information technology, computer programs, and platform are configured to access our website. You should utilize your own anti-virus software.

11.3 You may not intentionally introduce viruses, trojans, worms, logic bombs, or other malicious or technologically harmful content to our website.

11.4 You are forbidden from attempting to gain unauthorized access to our website, the server on which our website resides, or any server, computer, or database connected to our website.

11.5 Violating this clause 11 would constitute a violation of the Computer Misuse Act of 1990. We will report any such breach to the appropriate law enforcement authorities and will disclose your identity to them. In the event of such a violation, your permission to use our website will immediately expire.

11.6 We are not 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 site or to your downloading of any content posted on it, or on any site linked to it.

12 Sites linking to ours

12.1 You may link to our homepage so long as you do so in a way that is fair and legal, does not damage our reputation, and does not take advantage of it in any way. However, you may not establish a link in such a way as to falsely imply any form of association, approval, or endorsement on our part where none exists.

12.2 You may not create a link from a website that you do not own.

12.3 Our website may not be framed on any other website, nor may you link to any page other than the homepage. We reserve the right to revoke linking permission at any time without prior notice.

12.4 If you wish to make any other use of material on our site besides that set forth above, please send an email to [email protected].

13 Links on our website

When our website contains links to third-party sites and resources, these links are provided for your convenience only. We have no control over the content of these websites or resources and assume no liability for them or any loss or damage that may result from your use of them.

15 Competence and applicable law

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, the English courts will have exclusive jurisdiction over any claim arising from or related to a visit to our website.

These terms of service and any dispute or claim arising out of or relating to them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with English and Welsh law.

16 Refunds

In the interest of prioritising safety and adhering to legal guidelines, we kindly inform you that once medicines have been dispensed from our pharmacy, we are unable to accept returns. We sincerely apologise for any inconvenience caused and appreciate your understanding that returned medicines cannot be reused or resold. Should you possess any unwanted medicine, we kindly request that you responsibly dispose of it at a nearby pharmacy.

For orders scheduled for delivery via post, you have the option to cancel your medicine order until the point of dispatch. To initiate the cancellation process, please contact our dedicated Customer Care Team, who will be more than happy to assist you.

Prescription Surcharge: In case you decide to cancel your prescription for non-weight management services after it has been issued but before the item has been dispensed and shipped, there will be a prescription surcharge of £5.00.

In regard to weight management orders or subscription-based orders, we would like to inform you that an administrative charge of £40 may apply under the following circumstances:

• If you request a refund or cancellation after submitting your treatment order.
• If you fail to attend a booked virtual consultation with or without notice.
• If your medical history or medication records, as found in your NHS summary care record, are undeclared or underdeclared, resulting in the unsuitability of the requested treatment.
• If there is a discrepancy between your declared weight and height and the recorded weight and height in your NHS GP record, leading to treatment unsuitability.

We have implemented these charges to cover the costs incurred by our clinical team in performing necessary regulatory checks when you request treatment from our registered UK pharmacy and clinical team.

Please note that the £40 admin charge will be waived if the clinician rejects your request due to medical record unsuitability.

Regarding non-weight management orders, any cancellation request made after the agreed-upon delivery time will not be eligible for a refund if the item has already left the dispensary. However, if the item has been dispensed but remains in the dispensary, a £5 admin fee will be deducted for issuing the prescription and dispensing process.

As a consumer, you have the right to cancel a contract under the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013 (“Regulations”) during the specified period. This means that within the relevant period, if you change your mind or for any other reason decide not to receive or keep the goods, you can notify us of your decision to cancel the contract and receive a refund. Please note that you can seek advice about your legal right to cancel the contract from your local Citizens’ Advice Bureau or Trading Standards office. However, due to health, hygiene, safety, and copyright reasons, this cancellation right does not apply to the following:

• Cosmetics, fragrances, hair accessories/products, products with security seals, food, confectionery, hosiery, and any medical products.
• Medicinal products or services that are either dispensed on prescription or available free under an NHS agreement.

If you provide false identification or use our prescribing service on behalf of another person, we reserve the right to charge you £10 for an identity check using LexisNexis. In case the automatic identity check does not pass, we will send you a reminder every 24 hours, up to 6 days, to ensure proper verification. If you fail to prove your identity after the automatic checks have failed or if you provide false information about your chronic condition that contradicts your GP’s record for non-weight management prescribing service, further action may be taken as per our policies. It is essential to maintain accurate and honest information to ensure the safety and efficiency of our services. 

Any fees incurred, such as chargebacks by the bank, will be recoverable by PharmaExpo LTD in addition to the fees owed by yourselves. We reserve the right to use debt collection services if necessary to recover these outstanding amounts.

We greatly value your cooperation and are committed to providing you with the highest level of service. Should you have any further inquiries or require clarification, please do not hesitate to contact us.

17 Entire Agreement

These terms of service and any document expressly referred to in them constitute the entire agreement between us and supersede any prior discussions, correspondence, negotiations, prior arrangement, understanding, or agreement relating to the use of our website.

Please contact [email protected] if you have any questions about the content of our website or concerns about our services.

In the interest of prioritising safety and adhering to legal guidelines, we kindly inform you that once medicines have been dispensed from our pharmacy, we are unable to accept returns. We sincerely apologise for any inconvenience caused and appreciate your understanding that returned medicines cannot be reused or resold. Should you possess any unwanted medicine, we kindly request that you responsibly dispose of it at a nearby pharmacy.

For orders scheduled for delivery via post, you have the option to cancel your medicine order until the point of dispatch. To initiate the cancellation process, please contact our dedicated Customer Care Team, who will be more than happy to assist you.

Prescription Surcharge: In case you decide to cancel your prescription for non-weight management services after it has been issued but before the item has been dispensed and shipped, there will be a prescription surcharge of £5.00.

In regard to weight management orders or subscription-based orders, we would like to inform you that an administrative charge of £40 may apply under the following circumstances:

• If you request a refund or cancellation after submitting your treatment order.
• If you fail to attend a booked virtual consultation with or without notice.
• If your medical history or medication records, as found in your NHS summary care record, are undeclared or underdeclared, resulting in the unsuitability of the requested treatment.
• If there is a discrepancy between your declared weight and height and the recorded weight and height in your NHS GP record, leading to treatment unsuitability.

We have implemented these charges to cover the costs incurred by our clinical team in performing necessary regulatory checks when you request treatment from our registered UK pharmacy and clinical team.

Please note that the £40 admin charge will be waived if the clinician rejects your request due to medical record unsuitability.

Regarding non-weight management orders, any cancellation request made after the agreed-upon delivery time will not be eligible for a refund if the item has already left the dispensary. However, if the item has been dispensed but remains in the dispensary, a £5 admin fee will be deducted for issuing the prescription and dispensing process.

As a consumer, you have the right to cancel a contract under the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013 (“Regulations”) during the specified period. This means that within the relevant period, if you change your mind or for any other reason decide not to receive or keep the goods, you can notify us of your decision to cancel the contract and receive a refund. Please note that you can seek advice about your legal right to cancel the contract from your local Citizens’ Advice Bureau or Trading Standards office. However, due to health, hygiene, safety, and copyright reasons, this cancellation right does not apply to the following:

• Cosmetics, fragrances, hair accessories/products, products with security seals, food, confectionery, hosiery, and any medical products.
• Medicinal products or services that are either dispensed on prescription or available free under an NHS agreement.

If you provide false identification or use our prescribing service on behalf of another person, we reserve the right to charge you £10 for an identity check using LexisNexis. In case the automatic identity check does not pass, we will send you a reminder every 24 hours, up to 6 days, to ensure proper verification. If you fail to prove your identity after the automatic checks have failed or if you provide false information about your chronic condition that contradicts your GP’s record for non-weight management prescribing service, further action may be taken as per our policies. It is essential to maintain accurate and honest information to ensure the safety and efficiency of our services. 

Any fees incurred, such as chargebacks by the bank, will be recoverable by PharmaExpo LTD in addition to the fees owed by yourselves. We reserve the right to use debt collection services if necessary to recover these outstanding amounts.

We greatly value your cooperation and are committed to providing you with the highest level of service. Should you have any further inquiries or require clarification, please do not hesitate to contact us.