Terms Of Use

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1. Introduction

1.1 Welcome to DrOnline Ltd (“DrOnline,” “we,” “us,” or “our”). By accessing or using our website at https://dronline.uk (the “Platform”) and any services offered through it, you (“you,” “your,” “User,” or “Patient”) agree to be legally bound by these Terms of Use (“Terms”).

1.2 These Terms constitute a binding agreement between you and DrOnline Ltd, a company registered in England and Wales under Company Number 14539523, with its registered office at 20-22 Wenlock Road, London, N1 7GU.

1.3 Your continued use of the Platform, including booking consultations, subscribing to services, or engaging with our clinicians, constitutes your acceptance of these Terms. If you do not agree, you must immediately cease using the Platform.

1.4 These Terms must be read alongside our Privacy Policy, Fair Use Policy, and Complaints Policy, and any service-specific terms presented at the point of booking.

1.5 DrOnline provides non-emergency, supplementary private medical services. Our services are not a substitute for NHS GP registration, NHS urgent care, or emergency medical services. In an emergency, call 999 or 112.

1.6 Nothing in these Terms limits or excludes your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2014, or any other applicable UK consumer protection legislation.

2. Service Hours and Support

DrOnline offers appointments between 7:00am and 10:00pm, Monday to Sunday (UK time). Availability may vary on UK bank holidays and will be displayed on the Platform.

Customer support is available seven (7) days a week between 9:00am and 6:00pm (UK time). Requests received outside these hours will be actioned on the next working day.

3. Scope of Services

DrOnline provides private online general medical consultations delivered via secure video calls by UK-registered clinicians practising in accordance with GMC, NICE, and applicable professional standards. Services are available 365 days a year, subject to clinician availability and these Terms.

Services include, but are not limited to:

• Adult and paediatric GP consultations
• Sick notes and medical certificates (where clinically appropriate and following consultation)
• Private prescriptions (at the clinician’s sole discretion – see Clause 5)
• Referral letters and self-referral services
• Health assessments
• Supportive lifestyle and wellbeing guidance
• Flow Neuroscience headset clinical support (see Clause 7)

4. What We Cannot Provide – Limitations of Service

Please read this section carefully before booking. If your request falls into any of the categories below, DrOnline cannot fulfil your appointment. Booking for an out-of-scope service is non-refundable where these limitations were available to you prior to booking. If you are unsure whether your clinical need is within our scope, please contact us at info@dronline.uk before booking.

4.1 Services Requiring Physical Examination

DrOnline is a remote-only acute service. We cannot complete any consultation, form, certificate, or documentation that stipulates in-person physical examination as a clinical or administrative requirement. If a form you wish to have completed states that a physical examination is necessary, DrOnline is not the correct provider for this service and no refund will be issued if you proceed to book.

This includes but is not limited to:

• Medical certificates, fit-to-work letters, or insurance documentation requiring in-person assessment
• Dermatology procedures or assessments requiring face-to-face examination
• Any clinical assessment requiring physical observations, auscultation, or hands-on testing
• Blood tests, laboratory diagnostics, or physiological measurements

For the avoidance of doubt, our clinicians may, where clinically appropriate, refer or signpost you to external providers for any of the above services, including laboratory testing.

4.2 Specialist and Out-of-Scope Clinical Services

We do not provide the following services (this list is not exhaustive). Appointments booked for these purposes are non-refundable where these exclusions were available to the patient prior to booking:

• ADHD assessments or stimulant medication prescribing
• COVID-19 antiviral medication (e.g. Paxlovid)
• Fertility treatment or specialist hormonal therapies
• Controlled drugs as defined by the Misuse of Drugs Regulations 2001
• Oncology, rheumatology, endocrinology, or other specialist care
• Dental treatment, advice for dental infections, or antibiotics for dental conditions
• Repeat prescribing for complex or long-term conditions without appropriate monitoring
• Mental health assessments beyond primary care scope
• Repeat prescriptions for medications that require specialist monitoring or face-to-face review

4.3 Patients Located Outside the United Kingdom

DrOnline services are only available to individuals physically located within the United Kingdom at the time of consultation. It is the patient’s sole responsibility to ensure they are within the UK at the time of both booking and consultation. Appointments accessed from outside the UK will not proceed and no refund will be issued (see also Clause 11).

4.4 Appointments Booked Without the Patient’s Knowledge or Consent

Appointments cannot be booked on behalf of another person without their prior knowledge and consent. Where a booking is made for a third party who is not present and has not consented, the consultation will not proceed and no refund will be issued.

4.5 This list is not exhaustive. Clinicians may redirect patients to NHS services or face-to-face providers where clinically appropriate. Such redirection does not constitute a failure of service and does not entitle the patient to a refund.

5. Prescriptions and Clinical Outcomes

A DrOnline appointment is an appointment for a clinician’s time and professional assessment. It does not guarantee any specific clinical outcome, including prescriptions, sick notes, referral letters, or other documentation.

5.1 All clinical decisions, including decisions to prescribe, refer, or issue documentation, are made solely at the professional discretion of the attending clinician in accordance with GMC guidance, NICE guidelines, and applicable clinical standards.

5.2 Where a prescription or other document is issued following a consultation, it is provided as a clinical outcome of that appointment and is complimentary to the consultation fee paid. Patients are not purchasing a prescription; they are purchasing access to a clinical consultation.

5.3 The attending clinician may decline to prescribe, refer, or issue any documentation where doing so would be clinically inappropriate, unsafe, or contrary to professional or regulatory standards. Such a decision does not entitle the patient to a refund of the consultation fee.

5.4 Requests for documents, referral letters, sick notes, or prescriptions submitted after 6:00pm (UK time) will be processed on the next working day. Issuance times are subject to clinician approval, pharmacy operating hours, and stock availability.

6. OnePlan Subscription Service

6.1 Overview

OnePlan is a private medical subscription providing access to general GP consultations. Two subscription plans are available: a three (3) month plan and a twelve (12) month plan. All OnePlan appointments are available for booking 365 days a year, subject to clinician availability.

6.2 Appointment Access

OnePlan subscribers may access GP consultations 365 days per year for the duration of their active plan period. Subscribers may hold one (1) confirmed appointment at a time per named subscriber. A new appointment may only be booked once the previous appointment has been completed, cancelled, or marked as a no-show. DrOnline reserves the right to review usage patterns and, where it reasonably determines that the Service is being used in a manner that is excessive, abusive, or inconsistent with genuine clinical need, to limit or suspend access to further appointments in accordance with Clause 6.6 and our Fair Use Policy.

6.3 How to Book

Appointments under OnePlan are accessed as follows:

• Current system: Consultations must be booked using a coupon code issued by the customer support team. Codes may take up to 24 hours to be issued. Bookings made without a valid coupon code will not be refunded on the basis that a subscription was held at the time of booking. It is the patient’s responsibility to obtain and apply the coupon code before completing a booking.
• DrOnline app (once transitioned): Consultations will be bookable directly through the patient’s account without a coupon code. DrOnline will communicate the transition date to all active subscribers in advance.

Both booking methods are governed by these Terms. The method of access does not affect cancellation rights or refund eligibility.

6.4 Included Services

OnePlan covers the following appointment types:

• General adult GP consultations
• Children’s GP consultations (where a children’s plan is held)
• Appointments for sick notes
• Appointments for referral letters

6.5 Exclusions

OnePlan does not include weight loss services, medicated weight management programmes, mental health assessments, Flow Neuroscience appointments, or specialist referrals beyond general GP scope.

6.6 Fair Use

OnePlan is subject to our Fair Use Policy, available at https://dronline.uk/fair-use-policy/. Subscriptions are non-transferable and are for named individuals only. Sharing access, booking for unregistered individuals, or any misuse of the subscription will result in immediate termination without refund.

6.7 Term, Renewal, and Cancellation

OnePlan subscriptions renew automatically at the end of each plan period unless cancelled before the renewal date. DrOnline will send a renewal reminder by email at least seven (7) days before the renewal date.

It is the patient’s responsibility to manage their subscription and to cancel before the renewal date if they do not wish to continue. Cancellation of an active subscription takes effect at the end of the then-current plan period. No partial refunds are issued for the unused portion of a plan period following cancellation.

6.8 Refund Policy for OnePlan

The following refund terms apply to OnePlan subscriptions:

• Within 14 days of initial purchase, no consultations used: full refund available on request.
• Within 14 days of initial purchase, one or more consultations used: the subscription is non-refundable. The patient has exercised their right to access the service and the 14-day cancellation right no longer applies.
• After 14 days from initial purchase: non-refundable regardless of use.
• On renewal: renewal charges are non-refundable once the new plan period has commenced. There is no cooling-off period on renewal. The patient may cancel their subscription to prevent future renewals, but no refund will be issued for the renewed period already charged.

By completing a booking and requesting that the service begin immediately, patients acknowledge that the 14-day statutory cancellation right lapses once any consultation has been accessed, in accordance with Regulation 36 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2014.

7. Flow Neuroscience Support Subscription

7.1 The Flow subscription provides patients with access to clinician support in connection with their Flow Neuroscience headset device. Appointments under this subscription are for the purpose of clinical oversight, treatment progress review, and adjustment of stimulation protocols via the Flow portal.

7.2 DrOnline does not supply the Flow Neuroscience headset device. Patients must obtain the headset independently. Queries about the device itself should be directed to Flow Neuroscience.

7.3 The minimum contractual term for the Flow subscription is six (6) months. Early cancellation during the minimum term is not permitted, and charges during the minimum term are non-refundable.

7.4 After the initial six-month term, subscriptions may be cancelled with thirty (30) days’ written notice.

7.5 Renewal charges for the Flow subscription follow the same terms as set out in Clause 6.9 above.

8. Appointments, Cancellations, and Refunds

DrOnline’s refund policy is designed to be fair and consistent with UK consumer law. We will always refund where we are at fault or where a verified technical error has occurred on our side. Where a situation arises from patient error or a patient’s own decision, we aim to offer a practical remedy wherever reasonable.

8.1 Attending Your Appointment

All appointments must be paid for in full at the time of booking. Patients must attend at the scheduled time. If you are not present within five (5) minutes of the scheduled start time, the consultation may not proceed and will need to be rebooked at full cost.

Appointments are intended to address a single clinical issue. Patients with multiple concerns may be advised to book an extended appointment or a separate appointment.

8.2 Cancellations by the Patient

Appointments cancelled with at least 48 hours’ notice: patients may reschedule once only, with the rescheduled appointment to take place within 48 hours of the original booking. No cash refund is issued for patient-initiated cancellations.

Appointments cancelled with less than 48 hours’ notice: non-refundable and non-reschedulable.

Appointments cancelled on the basis of accidental booking, change of mind, or personal circumstances are non-refundable. DrOnline is not obliged to issue refunds where a patient states they did not intend to book, booked via a third-party platform in error, or changed their mind after booking.

8.3 Missed Appointments

Failure to attend without notice constitutes a missed appointment. Missed appointments are non-refundable. For OnePlan subscribers, missed appointments count toward the period allowance.

8.4 Duplicate Bookings

Patients are responsible for reviewing their booking confirmation before making additional bookings. Where a patient makes a duplicate booking in error and the duplicate falls outside the 48-hour cancellation window, a refund will not be issued.

As a goodwill gesture, DrOnline may offer a single-use coupon code to the value of the duplicate booking, redeemable against a future appointment. Coupon codes are non-transferable, non-exchangeable for cash, and expire 90 days from the date of issue.

Where a verified technical error on DrOnline’s systems has caused a duplicate charge, a full refund of the duplicate charge will be issued.

8.5 Out-of-Scope and Inappropriate Appointments

Where a patient books an appointment for a service DrOnline cannot provide – including but not limited to services requiring physical examination, services explicitly excluded under Clause 4, or requests that fall outside the scope of general practice – and this limitation was clearly indicated on the Platform or in these Terms prior to booking, no refund will be issued.

This includes appointments where a patient presents with a clinical issue that is inappropriate for remote management, or where the attending clinician determines at the point of consultation that they cannot safely or appropriately treat the patient’s presenting concern. The consultation fee covers the clinician’s time and professional assessment, regardless of whether a prescription, referral, or document is issued.

Patients are encouraged to contact DrOnline before booking if they are uncertain whether their clinical need is within scope (see Clause 4.5).

8.6 Technical Issues

Where a patient is unable to attend due to a verified technical failure on DrOnline’s systems (including confirmed platform outages or verified link generation failures evidenced by our system logs), the patient will be offered a full refund or a rebooking at no additional charge.

The following technical issues on the patient’s side do not entitle the patient to a refund:

• Device incompatibility or insufficient internet connectivity
• Failure to receive a confirmation email due to an incorrect email address provided by the patient at registration
• Emails delivered to a spam or junk folder
• Failure to check for and access the video link prior to the appointment time

Where there is a dispute about the cause of a technical issue, DrOnline will rely on its system logs as the primary source of evidence.

8.7 Cancellations and Lateness by DrOnline

If DrOnline cancels an appointment due to clinician unavailability or service changes, patients will be entitled to a full refund or a rebooking at no additional cost.

Where a clinician fails to join a scheduled appointment, or joins more than fifteen (15) minutes after the scheduled start time without prior notice to the patient, the patient is entitled to a full refund or a rebooking at no additional cost.

Only DrOnline’s administration and refund team is authorised to confirm refund eligibility or make refund commitments. Statements made by clinicians during or after consultations do not constitute a binding refund commitment on behalf of DrOnline.

8.8 Medication Price Differences

DrOnline will always refund the price difference where a clinician prescribes a lower-cost dose or medication than that originally ordered, regardless of the clinical reason for the adjustment. This reflects our commitment to fair treatment of patients in circumstances where the dose change results from clinical assessment rather than patient error.

Specifically:

• Where a clinician prescribes a lower dose following clinical review, the price difference between the dose paid for and the dose issued will be refunded to the original payment method.
• This includes mandatory dose step-down following a treatment gap, where the patient had previously been on a higher dose. The patient is not penalised for a clinical decision made in the interests of their safety.

No partial refund will be issued where the patient voluntarily requests a medication change after the original prescription has been issued and dispensed.

9. Weight Loss Services

9.1 Initial Consultation

All patients accessing DrOnline weight loss services must attend an initial video consultation. This initial consultation fee is non-refundable regardless of treatment eligibility or outcome.

9.2 Ongoing Treatment and Video Consultation Requirement

The DrOnline weight loss pathway requires patients to attend a mandatory video consultation with a clinician at least once every six (6) months. This is a clinical governance and patient safety requirement.

Patients may submit clinical questionnaires for prescription review between video consultations. However, a maximum of five (5) monthly questionnaire-based reviews may be submitted within any six-month period. Following the fifth questionnaire review, a video consultation is mandatory before further prescribing can take place. Prescriptions will not be issued solely on the basis of questionnaire submission beyond this limit.

Clinicians may also require a video consultation at any point in the treatment pathway, regardless of whether the five-questionnaire limit has been reached, where this is considered clinically necessary. In such cases, no refund of any questionnaire fee already paid will be issued.

9.3 Prescribing Decisions

Weight loss medication is prescribed only where clinically appropriate. No guarantee of treatment or prescription is made at any stage of the weight loss pathway. A clinician may decline to prescribe at any point – including following a questionnaire submission or a video consultation – where this is not considered clinically appropriate. Consultation and questionnaire fees are non-refundable in such cases.

9.4 Medication Purchase With Consultation – Patient Decides Not to Proceed

Important: If you purchase a weight loss medication package (which includes a video consultation) but decide not to proceed with the medication following your appointment, a consultation fee of £90 will be retained. This covers the cost of the clinician’s time and assessment. The remaining balance (the medication cost less the £90 consultation fee) will be refunded to your original payment method.

This policy applies regardless of the reason for non-uptake of the medication. The £90 consultation fee is non-negotiable and non-refundable once a consultation has taken place.

9.5 Dose Step-Down and Medication Adjustments

Where a clinician prescribes a dose lower than that ordered by the patient, the price difference will be refunded in full in accordance with Clause 8.8.

10. Photographic Identification Requirements

DrOnline is required by regulation to verify the identity of all patients before providing clinical services. This requirement is clearly stated on our website and at the point of booking. Failure to provide valid identification is non-refundable.

10.1 Valid photographic identification must be provided before or during every appointment. Acceptable forms of ID include a valid passport, UK driving licence, or national identity document.

10.2 Patients under 18 must provide their own photographic ID and the photographic ID of a parent or legal guardian who must be present throughout the consultation.

10.3 Where a patient fails to provide valid photographic identification before or during their appointment, the consultation will not proceed. The appointment fee is non-refundable in such cases. This applies regardless of the reason for non-provision of ID.

11. Geographic and Regulatory Limitations

11.1 DrOnline services are available only to individuals physically located within the United Kingdom at the time of consultation. It is the patient’s sole responsibility to ensure they are within the UK at both the time of booking and the time of consultation.

11.2 Where a patient accesses or attempts to access services from outside the UK, the consultation will not proceed and no refund will be issued. This applies regardless of any statement made by a clinician during or after the consultation. Only DrOnline’s administration team is authorised to confirm refund eligibility.

11.3 DrOnline’s services and these Terms are designed for patients accessing services within UK regulatory frameworks and are governed by the laws of England and Wales.

12. Payment and Refund Processing

12.1 Payment Methods: We accept payment via major credit and debit cards, Apple Pay, and any additional payment methods displayed on the Platform at the time of booking.

12.2 Refund Processing: Refunds are issued only to the original payment method. Refund requests will be acknowledged within five (5) working days and processed within five to seven (5-7) business days if approved.

12.3 Statutory Rights: Nothing in these Terms limits or excludes your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation.

12.4 Cooling-Off Period and Waiver: Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2014, patients ordinarily have a 14-day right to cancel a service contract entered into at a distance. By completing a booking and requesting that a consultation begins on the booked date, patients expressly request that the service commence within the 14-day cancellation period. Patients acknowledge that, once any consultation has been accessed or attended, the right to cancel under these Regulations is lost. Patients will be asked to confirm this at the point of booking. This waiver does not affect any other statutory rights.

13. Clinical Governance and Duty of Care

13.1 DrOnline operates within UK healthcare regulatory frameworks as a CQC-registered provider of regulated activities. All clinicians are appropriately registered and regulated under the GMC and relevant professional bodies.

13.2 Clinicians may refuse or defer treatment, prescriptions, referrals, or documentation where this is clinically inappropriate, unsafe, or outside regulatory guidance. This is a professional and regulatory obligation and does not constitute a failure of service.

13.3 Clinical decisions are based solely on the information provided by the patient during the consultation. DrOnline does not access NHS medical records. Patients are responsible for providing accurate, honest, and complete information at the time of consultation. DrOnline accepts no liability for clinical outcomes arising from inaccurate or incomplete information provided by the patient.

14. Technical Requirements and Patient Responsibilities

14.1 Patients are responsible for ensuring their device supports video consultations, including adequate internet connectivity and functioning audio-visual capability, prior to their appointment time.

14.2 Technical failures on the patient’s side do not entitle the patient to a refund. See Clause 8.6 for full details.

14.3 Patients are responsible for ensuring their registered email address is correct and for checking that they have received their consultation link before the appointment start time.

15. Service Availability

Services are provided on an “as is, as available” basis. Availability may be affected by planned maintenance, public holidays, or clinician capacity. DrOnline will endeavour to provide advance notice of planned service unavailability wherever possible. Unplanned outages are addressed as a priority.

16. Privacy and Data Processing

Personal data is handled in accordance with the Data Protection Act 2018, the UK GDPR, and our Privacy Policy. DrOnline uses third-party platforms including Healthie and SignatureRx for clinical documentation and prescription fulfilment, and Stripe for payment processing. Full details of our data processing activities are set out in our Privacy Policy at https://dronline.uk/privacy-policy/.

17. Complaints and Dispute Resolution

17.1 DrOnline is committed to handling complaints fairly, promptly, and in accordance with our Complaints Policy available at https://dronline.uk/complaints/.

17.2 We aim to acknowledge all complaints within two (2) working days and provide a substantive written response within 20 working days.

17.3 Unresolved complaints may be escalated to CEDR (Centre for Effective Dispute Resolution) for independent mediation. Patients retain the right to pursue legal action where appropriate.

17.4 As a CQC-registered provider, patients may also raise concerns directly with the Care Quality Commission at any time.

18. DrOnline Rewards Programme

Participation in DrOnline Rewards is optional. Members may receive promotional offers, surveys, or invitations to provide feedback. Users may opt out at any time without affecting access to clinical services.

19. Pilot Services

DrOnline may pilot new services, features, or service models from time to time. Pilot services may have limited availability, modified terms, or capacity restrictions. Where a pilot service cannot be fulfilled, patients will be offered a refund or rebooking at no additional cost.

20. Amendments to These Terms

DrOnline may amend these Terms to reflect legal, regulatory, or operational changes. Material changes will be communicated via the Platform or by email with reasonable notice prior to the effective date. Continued use of services after the effective date of any amendment constitutes acceptance of the revised Terms. The current version of these Terms is always available at https://dronline.uk/terms-of-use/.

21. Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales. Any disputes arising under or in connection with these Terms are subject to the exclusive jurisdiction of the courts of England and Wales.

22. Third-Party Websites

The Platform may contain links to third-party websites. DrOnline is not responsible for the content, privacy practices, or policies of any linked third-party website. Links do not constitute endorsement by DrOnline.

23. Contact

Email: info@dronline.uk
Phone: 07893 947543
Post: DrOnline Ltd, 20-22 Wenlock Road, London, N1 7GU

DrOnline Ltd is registered with the Care Quality Commission (CQC) as a provider of regulated activities. All clinical services are delivered by GMC-registered healthcare professionals in accordance with applicable professional and regulatory standards.