Terms of Service

1. Who provides the service

Medicines Health Check is provided by Virtual Pharmacist Ltd. You can contact us at hello@virtualpharmacist.co.uk. Company number: 13258094. Registered office: Queen Street Chambers, 68 Queen Street, Sheffield, South Yorkshire, England, S1 1WR.

2. When these terms apply

These terms apply when you order a Medicines Health Check through the patient portal. The package description, price and any selected extras shown at checkout form part of your contract. Your contract begins when your payment is confirmed or, for a fully discounted review, when we accept your submission. The service is designed for adults in the United Kingdom.

3. What you are buying

This is a private, advisory medicines review carried out by a registered pharmacist using the information you submit. The exact scope depends on the package you select. We provide a patient letter that you can keep and share with your GP or another healthcare professional. Gold, Diamond and any separately purchased video review also include the consultation described at checkout.

4. Information and accuracy

We do not automatically have access to your GP record, Summary Care Record, pharmacy dispensing record, diagnoses, allergies, blood-test results or hospital letters. The review is based on the medicines, answers and documents that you provide. You must check that these are current, complete and correctly entered.

• Missing, outdated or incorrect information can make the review incomplete or inaccurate.
• The pharmacist may ask questions or request supporting information before completing the review.
• No medicines review can guarantee that every possible problem, interaction or future adverse effect will be identified.
• We will use reasonable care and skill and will correct a factual error that we have made.

5. When to expect your result

We aim to release most digital letters within 3 working days after we have both accepted payment (or a valid discount) and received enough information to carry out the review. For a package with a video consultation, we aim to make initial contact within 3 working days; the final letter follows after the consultation and any necessary checks. A working day is Monday to Friday, excluding bank holidays in England.

These are targets, not guaranteed deadlines. If we need more information, the timeframe pauses until you provide it. Complex reviews, additional clinical checks, staff absence or events outside our reasonable control may take longer. We will tell you if there is a material delay. Printed copies are sent after the digital letter is released; postal delivery times are outside our control.

6. Clinical limits and urgent care

The service is not a diagnosis, prescription, emergency service or a substitute for care from your GP or usual healthcare team. We do not start, stop or change medicines. Never change a medicine because of our letter without speaking to your prescriber or usual pharmacist. If you feel unwell or your concern is urgent, contact your GP or NHS 111. In an emergency, call 999. Do not wait for this review.

7. The pharmacist's role

A pharmacist registered with the General Pharmaceutical Council reviews and signs every released letter. Their name and GPhC registration number appear on it. The pharmacist uses professional judgement and current guidance, may explain uncertainty, and may decline or limit a recommendation if the information is not adequate for safe advice.

8. Your responsibilities

• Provide accurate, complete and up-to-date information and answer reasonable follow-up questions.
• Do not submit raw DNA or genome files.
• Discuss recommendations with the appropriate prescriber before acting on them.
• Keep your account secure and tell us promptly if your contact details change.
• If arranging a review for another adult, confirm that you have their permission or other lawful authority and provide information honestly on their behalf.

9. Pharmacogenomics — coming soon

Pharmacogenomic services are not currently offered and are not included in Diamond. Do not submit genetic results, DNA reports, raw DNA or genome files anywhere in the service. If this service becomes available, its scope, price, consent and privacy information will be shown separately before you choose it.

10. Payment, cancellation and refunds

The total price, including selected extras, is shown before you submit. Payment is taken before a pharmacist starts work unless a valid discount covers the full total. There is no subscription or automatic renewal.

For an online service contract, you will generally have 14 days from the date the contract is made to change your mind. You can cancel by emailing hello@virtualpharmacist.co.uk with “Cancellation”, your account email and review reference. If you ask us to begin during that period and cancel after work has started, we may deduct a reasonable amount for work already completed. Once the service has been fully performed following your express request and acknowledgement, the cooling-off right ends.

If we cannot provide the purchased service, we will refund the amount paid for the part we cannot provide. Where the Consumer Rights Act 2015 applies, the service must be performed with reasonable care and skill; statutory remedies may include repeat performance or an appropriate price reduction. Any refund that is due will be made without undue delay and normally to the original payment method.

11. Corrections and complaints

Tell us promptly if you believe your letter contains an error. To make a complaint, follow our complaints procedure. We acknowledge complaints within 3 working days and aim to provide a full response within 20 working days. Raising a complaint does not affect your statutory rights.

12. Data and confidentiality

Our Privacy Notice explains what information we collect, why we use it, who we share it with, how long we keep it and your data-protection rights.

13. Responsibility when things go wrong

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, breach of your statutory consumer rights, or any other liability that cannot lawfully be excluded. Provided we have used reasonable care and skill, we are not responsible for a loss caused by information that was missing, inaccurate or out of date and that we could not reasonably have identified, or by someone acting contrary to the clear safety advice in the service or letter.

14. Changes to these terms

We may update these terms for future orders. The version in force when you place your order will apply to that contract unless a change is required by law or is more favourable to you. A new version will not remove rights you have already acquired.

15. Contact

Questions about these terms can be sent to hello@virtualpharmacist.co.uk. Complaints should be sent to hello@virtualpharmacist.co.uk.