TERMS & CONDITIONS
1 These Terms and Conditions
1.1 These terms and conditions (together with the documents referred to in it) (collectively, these “terms”) set out the basis on which you may make use of the website www.click-health.co.uk (our “site”), whether as a guest or a registered user. Please read these terms of use carefully before you start to use our site.
1.2 By using our site, you indicate that you accept these terms and that you agree to abide by them. If you do not agree to these terms, you must not use our site.
1.3 We recommend that you should print a copy of these terms and conditions for future reference.
2 Information About Us
2.1 Our site is operated by The Click Health Group Ltd (under the trading name of Click Health) (“we”). We are a company incorporated in England and Wales under company number 10608923. We are a limited company and our registered office address is: Unit 36 Quorom House, Dwight road, WD18 9SB, United Kingdom. Our VAT number is: 333 6637B 96.
2.2 We are regulated by the Medicines and Healthcare products Regulatory Authority (MHRA) and are registered with General Pharmaceutical Council (GPhC).
2.3 You can contact us using the following email address: enquiries@click-health.co.uk or by telephone using the following number: 0208 748 8000
3 Other Terms That May Apply To You
3.1 Our Privacy Policy which also applies to your use of our site, sets out the terms on which we process any personal data we collect from you, or that you provide to us. By using our site, you consent to such processing and you warrant that all data provided by you is accurate.
3.2 If you purchase goods from our site, our Terms of Sales will apply to the sale of such goods.
4 Changes to these Terms & Site
We amend these terms from time to time. Every time you wish to use our site, please check these terms to ensure you understand the terms that apply at that time.
We may update and change our site from time to time to reflect changes to our products, our users' needs and our business priorities or for any other reason.
5 Suspending or Withdrawing Our Site
5.1 We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our site for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.
5.2 You are also responsible for ensuring that all persons who access our site through your internet connection are aware of these terms of use and other applicable terms and conditions, and that they comply with them.
6 Accessing Our Site
6.1 Our site and any services provided via the site will be in English and it will be your responsibility to ensure that you fully understand the information and advice on our site. Our site is directed to people residing in the United Kingdom. We do not represent that content available on or through our site is appropriate for use or available in other locations.
6.2 From time to time, we may restrict access to some parts of our site, or our entire site, to users who have registered with us.
6.3 If you choose, or you are provided with 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 any third party. We have the right to disable any user password, whether chosen by you or allocated by us, at any time, if in our opinion you have failed to comply with any of the provisions of these terms of use.
6.4 We will determine, in our discretion, whether there has been a breach of these terms through your use of our site. When a breach of these terms has occurred, we may take such action as we deem appropriate and may result in our taking all or any of the following actions:
6.4.1 immediate, temporary or permanent withdrawal of your right to use our site;
6.4.2 issue of a warning to you;
6.4.3 legal proceedings against you resulting from the breach;
6.4.4 disclosure of such information to law enforcement authorities as we reasonably feel is necessary.
6.5 You must not use our site or services for emergencies. In emergencies, you should consult your local doctor or the emergency department of your nearest hospital.
6.6 Our site and any services provided via the site will be in English and it will be your responsibility to ensure that you fully understand the information and advice on our site. Our site is directed to people residing in the European Union. We do not represent that content available on or through our site is appropriate for use or available in other locations.
6.7 You must not use our website or services for emergencies. In emergencies, you should contact 999 in a medical emergency or 111 if the emergency is not life threatening.
7 Intellectual Property Rights
7.1 We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
7.2 You may print off one copy, and may download extracts, of any page(s) from our site for your personal reference and you may draw the attention of others within your organisation to material posted on our site.
7.3 You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
7.4 Our status (and that of any identified contributors) as the authors of material on our site must always be acknowledged.
7.5 You must not use any part of the materials on our site for commercial purposes without obtaining a licence to do so from us or our licensors.
7.6 If you print off, copy or download any part of our site in breach of these terms of use, your right to use our site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.
8 Our liability
8.1 The material displayed on our site (which includes the blog on the site) is provided without any guarantees, conditions or warranties as to its accuracy.
8.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation.
8.3 Different limitations and exclusions of liability will apply to liability arising as a result of the supply of any products to you, which will be set out in our Terms of Sales
If you are a business user of our site:
8.4 We exclude all implied conditions, warranties, representations or other terms that may apply to our site or any content on it.
8.5 We will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with:
8.5.1 use of, or inability to use, our site; or
8.5.2 use of or reliance on any content displayed on our site.
8.6 In particular, we will not be liable for:
8.6.1 loss of profits, sales, business, or revenue;
8.6.2 business interruption;
8.6.3 loss of anticipated savings;
8.6.4 loss of business opportunity, goodwill or reputation; or
8.6.5 any indirect or consequential loss or damage.
If you are a consumer user:
8.7 Please note that we only provide our site for domestic and private use. You agree not to use our site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
9 Registrations
9.1 In order to use some of the services on our site, you will be required to register with our site and to create a personal secure online patient record. We reserve the right to suspend or terminate access at any time if we believe that your continued use of our services will prejudice others or us. By registering to use the service, you:
9.1.1 confirm that the information you provide is accurate and complete; and
9.1.2 agree to keep your username and password confidential and to take reasonable steps to protect and not to share the login details for your online patient record with anyone;
9.1.3 must not create more than one account with our site; and
9.1.4 confirm that you are aged 18 or over.
10 Viruses, Hacking and Other Offences
10.1 We do not guarantee that our site will be secure or free from bugs or viruses.
10.2 You are responsible for configuring your information technology, computer programmes and platform to access our site. You should use your own virus protection software.
10.3 You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful.
10.4 You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site.
10.5 By breaching this clause 11, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.
10.6 We will not be 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 material posted on it, or on any site linked to it.
11 Linking To & From Our Site
11.1 You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it in any way whatsoever, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.
11.2 You must not establish a link from any site that is not owned by you.
11.3 Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page. We reserve the right to withdraw linking permission without notice.
11.4 If you wish to make any use of material on our site other than that set out above, please address your request to: enquiries@click-health.co.uk
11.5 Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those sites or resources, and accept no responsibility for them or for any loss or damage that may arise from your use of them.
12 Jurisdiction and Applicable Law
The English courts will have exclusive jurisdiction over any claim arising from, or related to, a visit to our site 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.
These terms of use and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.
13 Entire Agreement
These terms of use and any document expressly referred to in them constitute the whole agreement between us and supersede all previous discussions, correspondence, negotiations, previous arrangement, understanding or agreement between us relating to the use of our site.
If you have any concerns about material which appears on our site or concerns with regards to our services, please contact enquiries@click-health.co.uk.
TERMS OF SALE
1. Introduction
www.click-health.co.uk is owned and operated by The Click Health Group Ltd, a company incorporated and registered in England and Wales, whose registered office is at Unit 36 Quorum House, Dwight road, WD18 9SB. Our Company registration number is 10608923. You may contact us at enquiries@click-health.co.uk. These Terms of Sale affect your legal rights and obligations so please read them carefully. If you do not agree to be bound by these Terms of Sale, do not purchase products or services from us.
We’re at your disposal if you need any help or have any questions regarding our products and services. Simply drop an email to enquiries@click-health.co.uk or give us a call on 020 8748 8000
We reserve the right to update these Terms of Sale from time to time at our discretion. If we do so, the updated version will be effective as soon as it is accessible. Please review these Terms of Sale before each order you place so that you are aware of any changes to them.
2. Purpose
Our objective is to link you to our pharmacy sites and allow you to order Items for delivery. Where you order from our website, Click Health processes your order from our admin portal and manages your experience throughout the order process. Once you have placed an order, Click Health will deliver your Items to you.
3. Compliance
As a healthcare service, we have to comply with all regulations set upon us, including legislation such as the Health and Social Care Act 2008 and the General Pharmaceutical council (GPhC). Our GPhC registration number is 9010639.
Our prescribers are all registered with and regulated by the General Pharmaceutical Council (GPhC) or the General Medical Council (GMC), which means they comply with the Good Medical Practice Guidelines.
4. Identification Checks
If you wish to order a prescription-only product, we will verify your identity automatically once your prescription has been approved by a member of our clinical team.
Our verification partners are:
• W2 Global –please view their privacy policy here.
Our verification partners will match your data to a database of public resources to determine whether the information you have provided us is indeed correct. The data we pass on to our verification partners are the following:
First name and last name
Date of birth
Address
If we are unable to verify your identity in this way, you will receive an email asking you to provide us with a copy of your passport or driver's licence. These are all securely stored with Click Health and are required in order to process your order if the verification carried out by our verification partners fails
5. Our Online Consultations
Some of our products and services require you to complete an online consultation (a short questionnaire about your health and wellbeing that you take before purchasing a product/receiving a prescription). You must complete the online consultation truthfully and to the best of your knowledge. The online consultation should only be completed by you, with treatment intended for your own use only. It is very important that if you are unsure of an answer, you check it with your GP. We and our partners, including our prescribers, will rely on your responses for the purposes of medical assessment and to determine if the product/prescription is suitable for you.
If you don’t understand something in the questionnaire, please contact us and we’ll give you any information you need. If you have any further questions, we recommend you contact your GP.
You should always tell your GP about any treatment and medication we supply.
6. Your Account
By signing up with Click Health you are creating a secure online electronic patient record within Click Health, which will contain the following information:
• Your personal details
• Your treatments and consultations to date
You acknowledge and agree that we may archive your electronic patient records including your personal information and treatments for a minimum of 8 years following your last order or prescription.
If there are any changes in your medical condition (new diagnosis, new medication, etc.) you are required to email enquiries@click-health.co.uk to let us know. Any updates in your medical situation could affect your suitability for treatment.
You are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer to prevent unauthorised access to your account. Please contact us if you believe that someone has accessed your account without your permission.
Please do not register more than one account with Click Health and be sure to give us your correct name, address, date of birth, email and telephone number. Failure to do so may result in cancellation of your account.
7. Buying Products
You must be at least 18 years of age to make any purchases on Click Health and you must be a resident in the United Kingdom. We deliver products only to addresses in the United Kingdom.
We reserve the right to cancel your order if you are using an address forwarding service. This is to ensure that we are restricting access to our services in geographies outside of the United Kingdom.
For Non-prescription:
You may still need to complete a short online consultation. In some cases, you may not need to take an online consultation and you will be charged for the product after placing your order.
All products are subject to availability. We will inform you as soon as possible if the products ordered are not available and we will refund you all sums paid.
For Prescription-only items:
At the end of the online consultation, you may be given the option to show a preference for a treatment option. Our clinical team and licensed prescribers need to know about your condition, any medication you may currently be using, potential allergies, and anything else that can help them assess whether the treatment you've selected is the right one for you.
A member of our clinical team will review your responses and assess your suitability for treatment. We may contact you via email for additional information if necessary. If you fail to respond to a request for more information, we will reject your request for a treatment.
We aim to process your request within 60 minutes of ordering
If we decide that your selected treatment is not suitable for you, we will reject your prescription and you will be notified via email. You will also be informed of the reasons for this rejection. Please note, if your request for treatment is rejected, you will not be charged. We only charge for approved prescriptions.
If we determine you are suitable for treatment, a prescription will be issued in your name to be dispensed by our pharmacy.
Please note that professional codes of conduct and legal restrictions may limit the quantity and frequency of any product we at Click Health are permitted to supply to you.
For safety reasons, we do not accept returns of any medicines once it has left our site for delivery. In order to cancel your order while in the process of being approved but not yet dispatched please email enquiries@click-health.co.uk and we will be able to instruct our clinical team to reject your order. You will be refunded the full amount paid.
8. Use of Promotional Discount Codes
Promotional (discount) codes are only valid for orders placed online and is not valid in conjunction with any other voucher code or offer.
Promotional codes entitle you, at the time of ordering, to a saving on a new order placed via the website
We reserve the right to decline orders where, in its opinion, a promotion code is invalid.
Promotion codes are either only valid on specific products or on the entire website products as offered at that time, while stocks late and may be withdrawn at any time unless agreed otherwise.
Only one voucher code can be used per order, per person.
In the event of part of the product returns, refunds will be given for the value of the original purchase i.e. with applied discount and not the RRP of the item/s.
In the event of part of the order being returned, the monetary value returned will be the value of the items/s at the time of the transaction i.e. with discount applied. The promotional code will not be apply for the exchanged item (if applicable).
9. Delivery of Your Products
We use registered delivery carriers or our own pharmacy drivers in order to provide the best delivery service possible. Your delivery will be posted through the letterbox when possible and does not require a signature. Therefore, please be very careful if children or animals can access products delivered to you.
There may be instances where your delivery is delayed due to circumstances out of our control. We cannot assume responsibility for these delays, but we will do everything we can to ensure that the best service is provided to you.
For postal orders:
If your delivery has been delayed by more than 3 days, please contact us and we will issue a redelivery for your product/s free of charge.
If your delivery has been delayed being dispatched by one of our providers for any reason, you are entitled to request to cancel the delivery and receive a full refund.
For same day deliveries:
Before you place an order, we will inform you of an estimated delivery time for your Item, but we will attempt delivery as soon as possible; you must therefore be available to accept delivery from the time you place the order.
Unfortunately, despite our best efforts, things do not always go to plan and factors such as traffic and weather conditions may prevent us from delivering your Item on time.
If your order is more than 30 minutes late, and we haven’t notified you giving you the option to cancel your order, we will work with you to make things right unless you have caused the delay (e.g. because you gave us the wrong address or did not come to the door).
We will attempt delivery at the address you provide to us when you place your order. If the rider has been dispatched you will be charged for delivery. You will still be charged for the Item and for delivery in the event of a failed delivery if you have caused such failure for any reason.
Reasons you might cause a delivery to fail include (but are not limited to (a) You do not come to the door, did not pick up the phone when the rider contacted you using the contact information you have provided us (b) you picked up the phone but then failed to provide access within a reasonable amount of time, and the rider is unable to find a safe location to leave the parcel and/ or (c) The rider refuses to deliver the parcel to you in accordance with section 8 (Age Restricted Products).
All products must be accepted by an adult above the age of 18 years. Customers who appear under the age of 18 will be asked by the delivery rider to provide a proof of age. In this instance, the rider may refuse to deliver if no proof of ID is provided and you will still be charged for the order.
10. Returns, Cancellations & Refunds
Please note that for safety reasons, we do not accept returns of medical products, including prescription or non-prescription medicine. If you have unwanted medicine please take it to a local pharmacy for safe disposal.
As this is the case we are unable to offer refunds for returned prescription treatments unless they are damaged, defective, or if the wrong product has been sent to you. On some occasions we may require evidence such as a photo of damaged, defective, or wrongly received treatment. We are unable to reimburse the cost of return delivery.
For orders relating to non-medical products, you have 14 days to change your mind about the products beginning after the day you receive the products, unless they are split into several deliveries over different days. In this case you have until 14 days after the day you receive the last delivery to change your mind about the products. This excludes sealed products, which are not suitable for return due to health or hygiene reasons (unless these items were damaged or faulty when delivered to you or have been incorrectly delivered).
All refunds exclude that of the delivery charges, which are non-refundable, and some locations will also incur an additional collection charge of a maximum of £9.95. Otherwise, you may post the parcel back to us at your own risk and expense to the following address: Click Health, Sabichi House, UB6 7JD
If the product, including medical products, is damaged or defective, or the wrong treatment has been sent please let us know and we will either replace the product, or refund you the amount paid for you for the product in question.
You must return the product to us in accordance with our reasonable request as soon as possible after informing us that the product is damaged or defective. We are happy to accept requests for refunds for any products that are damaged, defective or have been issued in error, for up to 2 months after you received your item.
If you are entitled to a refund, the price paid for the product will be refunded to you by the same method that you used to pay. Refunds will be made once the matter is settled between our customer care team and yourself. You should expect your refund to reach your bank within 5 working days of it being issued.
If our delivery provider returns your parcel to us for any reason, we will keep it for you for 4 weeks and contact you about rescheduling delivery, which may incur an additional charge. If you do not reply to our attempts to get in touch with you within that 4-week timeframe, we are required to destroy the medication.
11. Use of the Products
You are responsible for checking that the medicine is the correct medicine prescribed by us and that such medicine is not damaged in any way. Do not consume any medicine which is not the medicine prescribed or which is damaged on arrival. Instead you should contact us and we shall resupply or refund you as set out above.
All product information is for educational purposes and we make no assurances or guarantees as to its completeness, accuracy, or whether it is up to date.
Always read all product packaging and labels carefully before use. If you purchase medicine in advance, please always check the date on the box to make sure it’s not out of date.
Please make sure that only you have access to your medicines.
In the event of a medical emergency, call a doctor or 999 immediately.
All unused medication should be returned to your local pharmacy for safe disposal.
12. Cancellation by Click Health
We may cancel your order if:
• We have insufficient stock to deliver the products you have ordered.
• We do not deliver to your delivery address.
• We cannot obtain authorisation for your payment.
• We cannot verify your identity and you have ordered a prescription-only medicine.
• We cannot verify that you are aged 18 or over.
• One or more of the products you ordered was listed at an incorrect price due to an error in typing or an error in the pricing information received by us from our suppliers.
If we do cancel your order we will notify you by email and will refund you all sums paid within 30 days. We will not be obliged to offer any additional compensation for any disappointment suffered.
13. Our Responsibility to You
All of the content on Click Health is to be considered general information and not intended to amount to medical advice. If you are seeking medical advice, you should contact a doctor or clinician and refrain from taking any action regarding your health based on the content of Click Health.
We cannot accept liability for any damages which result from:
• Your failure to provide (and continuously maintain) complete, truthful, and accurate information in your patient record, as well as in any online consultation you take with us and in any other information you give us.
• Your failure to follow advice given on Click Health, or to pass on relevant information to your regular healthcare provider.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents, or subcontractors, and for fraud or fraudulent misrepresentation.
You agree that our service does not replace your general healthcare provider.
