Terms Of Use

Policy document updated 10th January 2024

Your attention is specifically brought to any sections below in bold headed “NOTE” and clause “L. Limitation of Liability”.

Introduction

By using the services provided by the platform located at https://dronline.uk, you (“you”) and any User (as defined below) agree to adhere to and be bound by the following Terms and Conditions, as well as all future modifications thereof. References to “we“, “us“, or “our” refer to DrOnline Ltd. References to “User” refers to any person using dronline.uk where a booking is made by you on their behalf.

A. General

Who we are. This website is owned and operated by DrOnline Ltd, a company incorporated under the laws of England and Wales with company number 14539523 and whose registered office is at 20-22 Wenlock Road, London, N1 7GU, England. The website and its content have been created in accordance with the laws currently in force in the United Kingdom.

In terms of current legislation, DrOnline Ltd is duly registered with the appropriate UK health and regulatory authorities, ensuring compliance with all necessary legal standards and regulations.

Our website. On our website – https://dronline.uk (hereinafter referred to as “the Platform” or simply “DrOnline“) – you can find a community of health professionals in the UK, offering services that adhere to the standards and requirements set forth by the relevant professional bodies. We offer online GP and medical services including video consultations, mens’ health and other related services.

How to contact us. You can find everything you need to know about us and our services on our website before you order any services or you can contact us through our chat, telephone line or email for assistance as follows:

  • Chat: the chat function accessible on our website at https://dronline.uk
  • Telephone: 07893947543
  • Email: info@dronline.uk
  • Social Media Channels: We have Facebook and LinkedIn pages and use Facebook messenger.

We also confirm the key information to you in writing before you order, by email.

Consent to these Terms and Conditions through use of our website. The access to and use of this website are subject to the following Terms and Conditions. By navigating this website and purchasing our services through it, you and any User agree to act in accordance with these Terms and Conditions. If you do not agree with this for any reason, you and any User should immediately cease access and/or use of our website.

Violation of these Terms and Conditions. Please be aware that if you or a User violate any of the terms included herein, your or the User’s right to access your/their account and related services may be immediately terminated, and where applicable, we may proceed with legal action.

Privacy Notice. We reserve the right to use the personal data you or a User enters on this website to provide the services you order and in accordance with our Privacy Notice.

B. Our Services

What we offer. DrOnline offers an online service for general GP and medical services including online video consultations and access to health professionals via other methods of communication. More information about the services we offer can be found on our website at https://dronline.uk.

During video consultations and any services we offer, (subject to the below) a personalised evaluation of your or a User’s medical history and health data is performed, including medical advice, prescription of medications, and/or recommendations for in-person consultations or emergency services as needed.

NOTE: DrOnline and our health professionals do not have access to NHS health records and will not meet with you or a User in person. We are therefore solely reliant on you and/or any User to correctly and fully inform us of your or the User’s medical history and conditions. You and the User (as applicable) are responsible for the accuracy and authenticity of any data you or a User provides to us or our health professionals.

We provide information on our website, our social media platforms, (Instagram, LinkedIn and Facebook) and through our newsletter. We also offer personalised support through our pre-booked consultations.

Our goal. The goal of our Online Consultation service is to make healthcare more accessible, comfortable, and patient-centric.

Our health professionals. All health professionals collaborating with DrOnline are fully qualified to practise in the UK and are registered with their respective Professional Bodies and Regulatory Entities.

NOTE: DrOnline is fundamentally a consultative service and should not be used in medical emergencies or situations where immediate physical examination or personal contact with a health professional is necessary. This service does not replace the usual healthcare provided by General Practitioners or Hospitals and is not intended for emergency medical or psychological situations.

NOTE: In emergencies, you should ideally consult a health professional in person, visit the nearest emergency department, or call the national emergency number (999 or 112 in the UK).

NOTE: It is important to be aware that the information on this website regarding various topics like medical tips is provided solely to assist you or a User. However, as it is not personalised information, it is your or the User’s responsibility to verify its suitability for your or the User’s particular circumstances and to decide whether or not to apply the provided tips. Consequently, we do not assume responsibility for any consequences arising from the application of the provided information except where we have been negligent.

NOTE: Our commitment to safeguarding is paramount, focusing on your or a User’s well-being and the safety of others. Should any concerning details emerge during your consultation, such as specific disclosures, atypical behavior, or language, we may find it necessary to connect you or the User with appropriate healthcare support agencies.

C. Access and use of the services

Full payment must be received before any services will be provided. The online consultation service operates based on prior scheduling and full payment of the consultation fee in cleared funds must be received by us prior to the start of the online consultation, otherwise it will not go ahead. If you encounter technical difficulties during the booking process, please contact us for assistance.

NOTE: Our service is not available for children or young people under the age of 18.

NOTE: If you book a consultation on behalf of another individual, you are responsible for ensuring that the provided data is up-to-date and true and that the User who will benefit from the online consultation agrees with the booking and with these Terms and Conditions and our Privacy Policy.

Upon receipt of payment and the issuance of the corresponding invoice, a notification will be sent to you confirming the scheduled consultation upon which a contract will arise between you and us.

NOTE: If you are booking on behalf of another User, it is your responsibility to forward any access links or information we send you to enable us to provide the services. No refund will be provided if you fail to do this and, as a consequence, we do not have sufficient information to provide the services or the User is unable to access our Platform or receive the services.

NOTE: You or the User (as applicable) are responsible for ensuring the necessary conditions for the consultation, such as internet access, battery life, a computer or mobile device with a camera and microphone, software updates, and a location with the necessary privacy. DrOnline is not liable if these conditions are not met by you or the User, and as a general rule, there is no refund or rescheduling of the consultation if it is not carried out or is incomplete.

Punctuality. The health professional will begin the consultation at the scheduled date and time and may open the consultation room via the link provided up to 5 minutes before. You or the User (as applicable) should access the room and request to enter at the scheduled time.

NOTE: A tolerance of 15 minutes is given. In case of delay without prior notice and after the tolerance period, the consultation is considered terminated without a refund, so punctuality is crucial.

NOTE: It is your and/or the User’s (as applicable) sole responsibility to keep any access codes, links, account details or passwords secret and not share them with third parties. If you suspect your account security has been jeopardised, you must notify us immediately. 

D. Online Video Consultations

How our online consultations are conducted. Our online consultations are conducted via video call on the Semble platform, which has been evaluated by our Data Protection Officer (DPO) for compliance with data protection laws and the right to privacy of all involved parties and deemed appropriate.

All you or a User need is to activate a link that will be sent to you or the User (as applicable) once the date and time are set for the consultation. Alternatively, the consultation can be conducted by telephone if requested, except for the issuance of medical certificates.

NOTE: The identity of you or the User (as applicable) must be verified by the health professional at the start of all consultations. Please therefore ensure you or the User has the following required ID:  Valid photo ID (e.g. passport, driving license & proof of address dated within the last 3 months). If you or the User are unable to provide this, the consultation will not proceed and no refund will be given.

Language. Consultations can be conducted in English, and upon request, in other languages. We recognise the importance of effective communication and are pleased to offer translation and interpretation services for individuals whose primary language is not English, or who require British Sign Language (BSL) or Makaton. To ensure we provide these services efficiently, you or a User should inform us at least one working day in advance of a consultation. This advance notice enables us to make the necessary arrangements to support your or the User’s communication needs during the consultation.

What happens during a consultation. During the consultation, all relevant health information regarding your clinical situation will be provided, as well as clarifications regarding any prescribed medication. A prescription code will be sent immediately to your email address and can be taken to eligible pharmacies, a list of which can be found here.

NOTE: It is crucial that you or the User (as applicable) provides a complete medical history and does not omit any information, as this could delay or alter the diagnosis.

NOTE: The clinical decision of the health professional is based on the information provided by you or the User; therefore, the accuracy and truthfulness of this information are essential for appropriate care. DrOnline is not responsible for situations arising from false, inaccurate, or outdated information provided by you or the User.

NOTE: Consultations are generally one-on-one, except for exceptions such as group psychology consultations or when requested by you or the User and authorized by the health professional, or when suggested by the professional with your or the User’s consent.

NOTE: The health professional may refuse to continue the consultation if you or the User (as applicable) does not comply with established rules, attempts to obtain medication for resale or inappropriate use, insults or threatens the health professional, lacks the minimum conditions necessary for the consultation, does not provide a calm, quiet environment with a high degree of confidentiality or for other reasons that make the professional uncomfortable. If you or the User has a poor internet connection and the online consultation is not feasible, the professional reserves the right to terminate the consultation and reschedule or conclude the consultation by phone call.

Reviews. Following each service, you will have the opportunity to leave comments about the professional with whom you had the online consultation. Your comment should be concise and not contain discriminatory, offensive, or defamatory language. Comments are not verified by DrOnline for accuracy and may be incorrect or misleading.

E. Payment

When payment must be made. The consultation fee and/or the fees for any services must be paid in full and cleared funds before its scheduled time or the provision of such services (as applicable). Where payment has not been received the consultation will not proceed and/or no services will be provided.

How payment can be made. Payment for the consultation can be made via debit or credit card.

VAT: Prices include VAT.

Please be aware that DrOnline does not guarantee the execution of consultations as follows:

  • If there is abusive use of the platform or you or the User is behaving abusively, including using DrOnline for any purposes which we at our sole discretion, deem to be inappropriate; or
  • In the case of technical problems on the patient’s side which make it not feasible for us to provide the consultation.

F. Cancellation and rescheduling

Where a cancellation is made by us. If the health professional is unable to attend the session at the scheduled time, perhaps due to needing to deal with an emergency or overruns, you or the User will be notified by DrOnline as soon as possible. In such a case, you or the User may request a refund of the consultation fee if the delay is more than 1 hour from the scheduled time or may reschedule a new consultation.

Where a cancellation is made by you or a User. If the consultation booking is canceled by you or the User, a full refund will only be possible if the cancellation is made up to 48 hours before the date of the consultation. If the cancellation occurs beyond this 48 hour period, DrOnline will not refund the consultation fee.

Non-attendance. Please note that non-attendance by you or a User at the online consultation, as previously indicated, constitutes a cancellation situation without entitlement to a refund of the amount paid.

How a refund will be made. In situations where a refund is issued, it will be processed using the original method of payment. You will be contacted via email to collect this information. If there is no response to the email within 5 business days, you will be contacted by telephone (where you have provided this).

Rescheduling. For individual consultations, after a booking has been made, you or a User may reschedule the appointment with at least 48 hours’ notice. To do so, you or a User should contact us with the subject “Rescheduling” and specify the desired consultation details; doctor, day, time, and booking number.

Please note that rescheduling is always subject to the availability of the professional’s schedule.

G. Refund Policy

NOTE: For most of our services bought online, you have 14 days to change your mind about a purchase, but you lose the right to cancel any service, when it’s been completed (and you must pay for any services provided up the time you or a User cancels).

What to do if you change your mind. If you change your mind contact us via the contact methods at Section A above or fill in the online form at https://dronline.uk/contact/. We will refund you as soon as possible and within 14 days of you or a User telling us you or they have changed their mind. We will refund you by the method you used for payment. We don’t charge a fee for the refund.

NOTE: You have rights if there is something wrong with your service. If you think there is something wrong with your service, you must contact us. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that you have several options for resolving disputes with us (as discussed at section N below).

Summary of your key legal rights

If your product is services, the Consumer Rights Act 2015 says:

·        You can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it.

·        If a price hasn’t been agreed upfront, what you’re asked to pay must be reasonable.

·        If a time hasn’t been agreed upfront, it must be carried out within a reasonable time.

H. Response to inquiries and operating hours

There may be delays outside of normal office hours. Inquiries made on non-working days (bank holidays, weekends, or during holidays) may be delayed until the next working day.

Our opening hours. For the purpose of responding to emails and messages on the platform, our customer service operates on weekdays from Monday to Friday, 9 am to 6 pm and Saturday mornings, 9 am – 12 pm (UK time).

I. Prescriptions

How prescriptions will be issued. Prescriptions will be issued via the Semble and Signature Rx platforms by our health professionals following NICE UK Guidance. Prescriptions issued during the consultation are valid as indicated on the document. Reissuing or issuing new prescriptions (in circumstances such as expiration, stock shortages at the pharmacy, requests for additional packages, or substitution of the agreed medication at your or the User’s request) will require a new prescription request to be made.

NOTE: Consultations for the purpose of issuing a prescription are not intended for patients with chronic conditions or ongoing medication needs. Should it become apparent during a consultation for a prescription that you or a User requires a general clinical or other specialty consultation, the prescription will only be issued after you or the User has settled any additional fees with our customer service team.

NOTE: We cannot prescribe controlled drugs and/or we may refuse to provide a consultation or any services where we, at our sole discretion, do not deem it appropriate for us to do so for you or a User.

J. Permitted Use of Our Website

Our website is for non-commercial use only. Access to and use of this website are permitted for personal, non-commercial purposes, meaning the website must only be accessed and used directly by private individuals. Access and use of this website for purposes beyond personal, non-commercial use are strictly prohibited.

You may not use this website:

  • In any unlawful, fraudulent, or commercial manner;
  • To gain market insights about brands or specific digital influencers;
  • To harm, abuse, embarrass, defame, slander, threaten, or harass another person or entity, or in a way that invades someone else’s privacy or is obscene, offensive, hateful, indecent, inappropriate, objectionable, discriminatory, or damaging as determined by us;
  • To modify or reverse engineer any part of the website;
  • In a way that interferes with, disrupts, or imposes an unreasonable or disproportionately large burden on our communications and technical systems as determined by us; or
  • Using any automated computer code, process, program, robot, web crawler, spider, data mining, trawling, or other ‘screen scraping’ software, system, or program.

We can restrict your use of our website at any time or make changes to how consultations or services are delivered. We reserve the right to change the access method or even the format of the consultations, or other products or services that you have purchased, by making them available through other platforms or even in file format, to ensure access for the agreed time from the purchase date. Such changes will not negatively affect your or a User’s use of the service.

We reserve the right to present, delete, edit, withdraw, or modify any data, content, materials, or information displayed on our website or any product associated with DrOnline at any time. The same applies to DrOnline’s social media channels.

K. Intellectual Property Rights

The rights to the information, content, and materials on this website, Instagram, LinkedIn and Facebook belonging to DrOnline.uk are owned by DrOnline Ltd. You may print, copy, download, or store excerpts of content, material, or information from these platforms for your personal use.

NOTE: You may not reproduce, in whole or in part, the content of this website or any material from the aforementioned platforms, nor use the content, in whole or in part, for commercial purposes, even with due credits attributed.

L. Limitation of Liability

We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:

  • It was not obvious that it would happen and nothing you or a User said to us before we accepted your booking meant we should have expected it (so, in the law, the loss was unforeseeable);
  • Caused by a delaying event outside our control. If our supply of your or a User’s service is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay. However, where the delay is longer than 1 hour from the scheduled time of your online video consultation or in respect of another service is likely to be substantial, you can contact us to end the contract and receive a refund for any services you have paid for in advance, but not received. As long as we have taken the above steps we’re not responsible for delays outside our control;
  • Something you or a User could have avoided by taking reasonable action, including following our reasonable instructions for use; or
  • A business loss. It relates to your or a User’s use of a service for the purposes of your or the User’s trade, business, craft or profession.

Updates and rectification of content. We make all reasonable efforts to ensure that information transmitted via the website and DrOnline’s social media is correct and to rectify any errors or omissions as soon as possible when notified of them. We appreciate that if you detect any communication slip, you contact us immediately so we can promptly update and/or rectify the information if necessary.

NOTE: Some of our channels may provide you with access to third-party websites that may contain reviews regarding various products and services. You are fully responsible for any use of such websites and for any decision to obtain or refrain from obtaining any of the products or services mentioned on such websites. Our website may provide links to third-party websites, which are not under our control. We make no representations or warranties about the content, completeness, or accuracy of these links or the sites linked to this site.

M. Changes to these Terms and Conditions

Changes we can always make. We can always change a service:

  • to reflect changes in relevant laws and regulatory requirements; and
  • to make minor technical adjustments and improvements, for example to address a security threat or to provide the services in an alternative format. These are changes that don’t affect your use of the service.

Changes we can only make if we give you notice and an option to terminate. We can also make the following types of change to the service or these terms, but if we do so we’ll notify you and you can then contact us to end the contract before the change takes effect and receive a refund for any services you’ve paid for in advance, but not received:

  • Pricing Adjustments: Changes in the cost of consultations, prescriptions, or any other services we offer.
  • Service Availability: Modifications to the availability of certain services, such as specific consultation types or prescription services.
  • Changes in Consultation Methodology: Any alterations in how consultations are conducted, for example, shifting from video to phone consultations.
  • Data Privacy Notice Updates: Amendments to how we handle and protect your personal and medical data, in compliance with data protection laws.
  • Prescription Policy Changes: Adjustments in prescription policies, including the types of medications available, prescription durations, or repeat prescription procedures.
  • Amendments to Refund and Cancellation Policies: Any changes to our policies on cancellations, refunds, or no-shows.
  • Regulatory and Compliance Updates: Changes arising from new healthcare regulations, legal requirements, or compliance standards.
  • Contact Information and Communication Methods: Updates to how we communicate with you or changes in our contact information.
  • Changes in Third-Party Partnerships: Any significant modifications in our partnerships with other healthcare providers, pharmacies, or technology platforms.

We can suspend the supply of a service to:

  • deal with technical problems or make minor technical changes;
  • update the service to reflect changes in relevant laws and regulatory requirements; or
  • make changes to the service (as discussed above).

We can withdraw services. We can stop providing a service. We let you or a User know as far as possible in advance, unless the problem is urgent or an emergency, and we will refund any sums you’ve paid in advance for services which won’t be provided.

We can end our contract with you. We can end our contract with you for a service and claim any compensation due to us if you or a User do not, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the service, for example, information about your health issues or medical history.

N. You have several options for resolving disputes with us

Our complaints policy. Our Customer Service Team will do their best to resolve any problems you or a User has with us or our services as per our Complaints policy: [https://dronline.uk/complaints/].

Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to CEDR through their website at https://www.cedr.com/submit-a-complaint/. CEDR does not charge you for making a complaint and if you’re not satisfied with the outcome you can still go to court.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

O. Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your service. We’ll contact you to let you know if we plan to do this. If you’re unhappy with the transfer you can contact our Customer Service Team to end the contract within 30 days of us telling you about it and before the services are provided and we will refund you any payments you’ve made in advance for services not provided.

You can only transfer your contract with us to someone else if we agree to this. We may not agree if we determine it is not appropriate to do so or we do not have sufficient information to provide the consultation or services.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you or a User for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.