Terms of Service

These terms and conditions ("terms") set out the basis on which you may use the RXLiveClinic website and app and our online consultation and prescription services (together, our "services"). They are provided by RXLive Ltd, trading as RXLiveClinic, the operator of RXLive Pharmacy (GPhC Registered Pharmacy No. 9010611) ("we", "us").

By using our services, you confirm that you accept these terms and agree to be bound by them. If you do not agree, you must not use our services. Please read them carefully.

We are a UK-based online pharmacy and telemedicine provider. We are a GPhC registered pharmacy (No. 9010611) and our prescribing is carried out by pharmacist independent prescribers who are GPhC-registered health professionals. We are part of the RXLive group.

Our registered office and company registration number are available on request and will be confirmed at the point of any contract. You can contact us at support@rxlive.co.uk or 0800 123 4567.

These terms apply to your use of our services. Our Privacy Policy explains how we handle your personal data, and our Cookie Policy explains how we use cookies. Where you order goods or services from us, the terms in these terms (including the sections on orders, pricing, delivery, cancellations and returns) apply to that sale.

We may change these terms from time to time to reflect changes in our services, the law or regulatory guidance. We will indicate the "last updated" date at the top. Please check these terms each time you use our services so you understand the terms that apply.

You may use our services only if you are at least 18 years old and legally capable of entering into binding contracts. Our services are intended for personal, domestic use only, not for any commercial or business purpose.

Our services are not for emergencies. If you have a medical emergency, call 999. For urgent but non-life-threatening help, call 111. Do not rely on our services for urgent or emergency care.

If you register an account, you must keep your login details confidential and not share them. You are responsible for activity under your account. You must provide accurate, complete and truthful information during registration and consultation, and inform us of any changes.

You must not misuse our services, including by providing false or misleading information, attempting to obtain medication for someone else without authority, or using our services in a way that breaches the law or these terms.

Our service allows you to complete an online consultation questionnaire for a chosen treatment. Your answers are reviewed by our clinical team, which includes pharmacist independent prescribers registered with the GPhC. The prescriber decides whether a treatment is clinically suitable and safe for you. This decision is a matter of clinical judgement and we do not guarantee that any treatment will be prescribed.

It is a condition of using our services that you provide accurate and complete health information. Withholding or misrepresenting information may make prescribing unsafe and will entitle us to refuse or cancel an order. We may decline to prescribe, ask for more information, or refer you to your GP or another service where appropriate.

Our prescribers may contact your GP or access relevant information about your care where this is clinically appropriate and permitted by law, to ensure safe prescribing. Prescribing follows current UK clinical guidance and the standards of the GPhC and the MHRA.

When you place an order, you make an offer to buy which is accepted only when we confirm it (usually when the prescriber approves your treatment and, where payment applies, your payment is processed). Until then, no contract is formed.

Prices are shown on our site and include VAT where applicable. We make every effort to ensure prices are accurate; if an error occurs, we will inform you and you may reconfirm or cancel your order. Where the price of a treatment is paid after clinical approval, payment is collected at that point as described during the order flow.

Payment is processed securely by our payment provider. By submitting payment you authorise us and our payment provider to charge the amount shown for your order.

We deliver to addresses within the United Kingdom. Estimated delivery times are shown during ordering. We use tracked delivery and will provide a tracking number where available. Delivery times are estimates and are not guaranteed; events outside our control may cause delays. If a delivery is significantly delayed or lost, please contact us and we will work with our delivery partner to resolve it.

You have rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, including a right to cancel most distance contracts within 14 days without giving a reason. However, medicines are exempt from the cancellation and return rights where they are unsealed or have been dispensed for you, because once a medicine is dispensed for a named patient it cannot be re-used or re-sold. This means that, once your prescription has been dispensed and dispatched, you generally cannot return it for a refund, except where the medicine is faulty, damaged or not as described.

You may cancel an order before it has been dispensed or dispatched by contacting us, and we will refund any payment already taken. If you are unsatisfied with a product that is faulty or not as described, please contact us promptly and we will arrange a suitable remedy in line with your consumer rights.

These terms do not affect your statutory rights as a consumer under the Consumer Rights Act 2015 and other applicable law.

We own or licence all intellectual property in our site, app and content (including text, logos, designs and the RXLiveClinic brand). You may view and use our services for your own personal, non-commercial use. You must not copy, reproduce, republish or redistribute our content without our written permission, except as permitted by law.

Nothing in these terms excludes or limits our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or that of our employees, agents or sub-contractors, liability for fraud or fraudulent misrepresentation, and breach of your legal rights as a consumer.

As a healthcare provider we owe you duties under the law and our professional regulators. Our services are provided with reasonable care and skill. We do not warrant that our site will be uninterrupted or error-free, and we do not guarantee any particular clinical outcome from any treatment.

Where we are liable to you as a consumer, our liability for losses that are a foreseeable result of a breach of these terms will be limited to the amount you paid us for the relevant service or order, except for liability that cannot be limited by law.

We do not guarantee our site will be secure or free from bugs or viruses. You are responsible for your own virus protection and device security. You must not misuse our services, introduce malicious material, or attempt unauthorised access to our systems. Doing so may amount to a criminal offence under the Computer Misuse Act 1990, and we will report such conduct to the relevant authorities.

Our site may contain links to third-party websites. These are provided for information only. We have no control over and accept no responsibility for their content or your use of them.

We aim to provide a high standard of service. If you have a complaint, please contact us at support@rxlive.co.uk and we will investigate and respond. As a GPhC registered pharmacy, we follow the GPhC's complaints standards. If you remain dissatisfied, you may complain to the General Pharmaceutical Council (GPhC) at pharmacyregulation.org or 0203 715 8000.

These terms and any dispute or claim arising from or connected with them or our services are governed by and construed in accordance with the law of England and Wales. The courts of England and Wales have exclusive jurisdiction, except that we may bring proceedings against you in your country of residence.