Fair use policy

Policy document updated May 2025

1.  General

This Fair Use Policy (“FUP”) applies to all users of DrOnline UK’s subscription-based services, including:

  • OnePlan Subscription (self-funded for individuals or families)
  • Employer-Funded Healthcare Benefits (where an employer funds access to DrOnline UK services)

The purpose of this policy is to ensure fair, equitable access to GP services and to prevent misuse or abuse of limited healthcare resources.

By subscribing to OnePlan or using employer-funded services, you agree to comply with this Fair Use Policy.

Violations of this policy may result in:

  • Suspension or termination of access to discounted or free services
  • Full charges for any consultations booked beyond fair use
  • Ineligibility for future subscription enrolment or discounts

DrOnline UK may update this policy at any time. Updates will be posted on our website and are effective immediately.

2.  OnePlan Subscription – Fair Use Rules

Consultation Limits & Subscription Benefits

  • OnePlan subscribers are entitled to 12 GP consultations per subscription year.
  • After 12 consultations, additional appointments are charged at 20% off the standard rate.
  • Allowance applies per subscription
  • Free appointments do not roll over to the next subscription year.

Consultations Included in OnePlan:

  • General GP consultations
  • Children’s GP consultations (only where a separate children’s subscription is held)
  • Appointments for issuing sick notes
  • Appointments for referral letters

Rescheduling Limitations

  • Appointments may only be rescheduled once and must be rebooked within 48 hours of the original appointment.
  • Rescheduling does not reset the 48-hour cancellation period.

Restrictions & Responsible Use

  • Subscriptions may not be shared. Bookings must be for registered individuals only.
  • Consultations must be clinically necessary.
  • Emergency and urgent conditions should be directed to NHS 111 or emergency services (999/112).

Misuse may result in:

  • Suspension of access to discounted services
  • Removal of 20% discount on additional consultations
  • Termination of subscription without refund

3.  Employer-Funded Healthcare Benefits

  • Employer-funded users also receive 12 consultations annually, unless otherwise agreed.
  • Additional access beyond the limit is governed by the employer’s contract with DrOnline.
  • If employer coverage ends, employees lose access at the end of the billing cycle.

4.  Excessive or Unfair Use of Services

DrOnline monitors usage patterns and reserves the right to act on signs of abuse, such as:

  • Repeated bookings for non-urgent issues within short timeframes
  • Attempting to exceed limits using multiple accounts
  • Booking appointments for non-subscribers
  • Misrepresenting medical needs to access services

Actions taken may include:

  • Temporary or permanent suspension
  • Charging standard prices for further consultations
  • Subscription cancellation without refund

5.  Payment & Billing for Additional Consultations

  • Consultations beyond the 12 included are charged at 20% off standard price.
  • Payment is required at the time of booking.
  • OnePlan resets annually; unused consultations do not carry over.
  • Cancelled subscriptions forfeit any unused consultations.

6.  Cancellations, No-Shows & Fair Use Protection

Cancellations

  • Appointments must be cancelled with at least 48 hours’ notice.
  • Cancellations made with less than 48 hours’ notice are non-refundable and will count toward your usage limit.

No-Shows

  • Missed appointments without cancellation are counted against your 12-appointment limit.
  • Three or more no-shows in 6 months may lead to:
    • Suspension of discounted booking privileges
    • Full pricing for future bookings

7.  Weight Loss Services – Fair Use Rules

  • Initial consultation fees for weight loss services are non-refundable.
  • One consultation per month is permitted for medication reviews, unless otherwise advised.
  • Requests for dosage or medication changes require a new consultation.
  • Misuse or repeated inappropriate treatment requests may result in suspension from the programme.

8.  Compliance & Consequences for Violating Fair Use Policy

DrOnline UK reserves the right to take appropriate action against any user found in violation of this policy:

  • Issue a warning
  • Temporarily suspend access to booking features
  • Charge full consultation prices
  • Terminate OnePlan access without refund

For employer-funded users, we may notify your employer if there is persistent misuse.

9.  Updates to This Fair Use Policy

  1.  This Fair Use Policy may be updated as required to maintain fair and appropriate access for all users. Changes will be posted at https://dronline.uk.

If you disagree with any updates, you may cancel your subscription in line with our cancellation policy.

Questions? Contact:

📧 Email: info@dronline.uk

📞 Telephone: 07893 947543