TERMS AND CONDITIONS
BOOTS ONLINE DOCTOR SERVICE
These terms and conditions (the “Terms”) (together with the documents referred to in them) govern your access and use of our online platform (the “Platform”) through which the Boots Online Doctor services are offered (the “Services”). The Platform is provided or is accessible via our website onlinedoctor. boots.com (the “Site”).
Please read these Terms carefully before you start using the Site and before ordering any of our Services.
This is not an emergency service and is not to be used if you are having a medical emergency. If you are having a medical emergency, you should immediately contact 999.
1. About us
The Platform and the Services are operated and provided by Lemonaid Health Limited ("we"/”us”). We are registered in England and Wales under company number 12561320. Our registered address is C/O Buzzacott Llp, 130 Wood Street, London, United Kingdom, EC2V 6DL.
You can contact us about the Site by telephone on 0800 0318386.
We are registered with and regulated by the Care Quality Commission (CQC), the independent healthcare regulator in England, with provider ID 1-10153778719, and we are registered with the Regulation and Quality Improvement Authority (RQIA), the independent healthcare regulator in Northern Ireland. All of our clinicians comply with the requirements of their professional bodies, the standards set by applicable healthcare regulators and the General Medical Council guidelines on remote prescribing.
2. About our Services
Our Services consist of the provision of clinical consultations, information, advice, testing and treatment for a range of medical conditions. Provided that our clinicians believe it is appropriate to do so, we may prescribe and arrange for the dispensing and delivery of medicine. Our clinicians include doctors, pharmacist independent prescribers and nurse independent prescribers who are registered with and regulated by the General Medical Council (GMC), the General Pharmaceutical Council (GPhC) and the Nursing and Midwifery Council (NMC), as applicable.
Our prescription dispensing and delivery is supplied by Boots UK Limited (“Boots”), under the professional supervision of a Boots pharmacist. All Boots pharmacists are registered with the GPhC in Great Britain or the Pharmaceutical Society of Northern Ireland in Northern Ireland.
Our laboratory tests are conducted by The Doctors Laboratory Limited or one of its group companies.
Our test kits and medicines that are ordered for delivery are delivered by Royal Mail.
3. Use of our Platform
a. Accessing our Platform
You may only use the Site and may only obtain care from our clinicians if you are currently located in the United Kingdom or if you are a resident in the United Kingdom. We make no representations regarding the appropriateness or availability of the Site or the Services outside of the United Kingdom.
We hereby grant to you a limited, non-exclusive, non-transferable right to access the Site and to use the Platform and the Services solely for your personal non-commercial use and only as permitted under these Terms. We reserve the right, in our sole discretion, to suspend use of the Site to anyone for any reason. You may not access or use, or attempt to access or use, the Services to take any action that could harm us or any third party, interfere with the operation of services or use the Services in violation of applicable laws, rules, and regulations. For example, without limitation you may not:
- impersonate any person or entity, or otherwise misrepresent identity or your affiliation with a person or entity;
- use the Site or the Platform in any unlawful manner;
- distribute viruses or other harmful computer code through the Site;
- use anyone else’s registration account (”Account”) at any time;
- attempt to gain unauthorised access to the Services, the servers on which they are stored, or any server, computer or database connected to the Services; or
- otherwise use the Site in any manner that exceeds the scope of use granted above.
The actions described above are criminal offences under the Computer Misuse Act 1990. We will report any such actions to the relevant law enforcement authorities and will disclose your identity to them in connection with investigations undertaken by the authorities. Your right to use the Services will cease immediately in the event of such a breach.
You may not transfer or share your Account password with anyone or create more than one Account. If you create more than one Account, this substantially reduces our ability to provide appropriate care as we have no way of linking your various accounts and no way of knowing that previous registrations relate to you. If you create more than one Account this increases the chances that you will experience serious adverse events from any medicines we prescribe.
You may link to our Site but may only link to our home page, onlinedoctor.boots.com. It is a violation of these Terms to mention specific medications when doing so or to link to a particular page or frame within our Site. We reserve the right to withdraw linking permission without notice.
b. Security and Privacy
We have implemented technical and organisational measures designed to secure your personal information from accidental loss and from unauthorized access, use, alteration or disclosure. However, we cannot guarantee that unauthorized third parties will never be able to defeat those measures or use your personal information for improper purposes. You acknowledge that you provide your personal information at your own risk.
By establishing an Account and providing your information during registration we may send you electronic or telephonic communications including but not limited to:
- E-mails to the address you provided during registration;
- Short messaging service (SMS)/text messages to the mobile number you provided to us during registration;
- Posting communications to your Account; and
- Telephone calls for follow-up on services.
4. Intellectual Property Rights
The Boots name is a trademark of The Boots Company plc. We have the right to use the Boots name in connection with the Services and do not grant permission for its use by any other person.
We either own or have the right to use all intellectual property rights in the Platform, the Services, the Site and their content (“IP Rights”). Subject to your compliance with these Terms, we grant you a personal, non-transferable, revocable and limited licence to use our IP Rights exclusively for the purpose of your own personal use of the Services.
Unless permitted by law or under these terms, you must not copy (except where such copying is incidental to normal use), reproduce, duplicate, sell or otherwise commercially exploit the Platform, the Services and their content without our prior written consent.
You must not use any of our logos or trademarks, or those of Boots, without our express prior written permission.
Registration is not required to view certain content on the Site. However, to use some parts of the Site and to use the Services you will be required to register and provide certain information about yourself, including, but not limited to your name, e-mail address, telephone number, physical address, and password and security phrase ("Credentials").
By registering to use the Site and the Services, you accept responsibility for all activities that occur under your Account and agree to keep your Credentials confidential.
To register with us and use our Services, you must be:
- Legally capable of entering into binding contracts.
- At least 18 years old, or at least 16 years old for skin infection treatment, acne treatment, and period delay treatment only.
- A UK resident or be physically present in the UK.
You may only register with us once, and must verify that you have provided your correct name, address, date of birth, email and telephone number.
Do not register on the Site or answer any questionnaires on behalf of anyone other than yourself, unless you have permission to do so from that person and we receive express written consent from the person in question.
You must keep your Credentials private and not share your Credentials with anyone else. You are responsible for changing your Credentials promptly if you think they have been compromised. To change your password go into your Account within the Site. If you know or suspect that anyone other than you knows your user identification code or password to your account, you must promptly reset your password to something only you know.
At all times when using the Site, you agree to provide true, accurate, complete, and correct information at the time of registration, and to promptly update this information as needed so that it remains true, accurate, complete, and correct. We reserve the right to take any and all action, as we deem necessary or reasonable, regarding the security of your Account.
6. Ordering Services
We provide clinical consultations to you that may be based on online questionnaires you complete, telephone conversations, video consultations, secure messaging and photo assessments.
If our clinicians decide based on the consultation that a treatment is required and that you are a suitable candidate for remote treatment, they will issue a prescription which will be sent to a Boots Pharmacy, which will then dispense and supply the medicines to you.
We are under no obligation to issue a prescription as a result of any consultation, and once we have provided the consultation, our Service is fully performed even if we decide that treatment or issuing a prescription is not appropriate.
The information and advice provided when you use the Services is based on the information (including your identification) you have supplied to us. You must ensure this information is correct and complete and failure to do so (whether intentionally or not) will affect the information and advice and treatment we give to you and, as such, may have consequences for which we are not responsible.
If you have any issues such as side effects or any questions related to the treatment we prescribed, our clinicians will provide you with follow-up advice.
We’re also providing testing Services. Testing Services cover only those conditions and infections that are specified for that particular testing Service on this Site.
To ensure quality care, our clinicians will follow up with patients as may be reasonably required as determined by our clinicians.
Professional codes of conduct of healthcare professionals and legal restrictions may limit the number and frequency of any item we are permitted to supply to you and the extent to which we can help you if you don’t give consent for us to contact your NHS GP. As such, we cannot supply quantities exceeding the relevant permitted maximum. We will only charge you for those medicine(s) we do supply. We reserve the right to decline to give you a medicine or test that you’ve requested.
We will deliver all test kits, and Boots will dispense all medicines prescribed by our clinicians. Medicines for delivery by post will normally be dispatched within one working day of our clinician authorising the supply of the medicine. Test kits will be dispatched normally within 24 hours of the time of your order. All test kits and medicines for delivery by post are sent out either using either Royal Mail Tracked 24 or Royal Mail Standard Delivery, based on the type of medicine and test kits being supplied and the time of order.
Not all medicines are available for delivery. If you’re ordering the morning after pill or cystitis treatment that you need to use straight away, this will only be available for collection in a Boots store.
Test kits are only available by delivery. For all other prescribed medicine, you will have a choice to have your medicine delivered to an address in the UK or collect it from a Boots store.
Unless we give you notice of the contrary, any medicines we prescribe for delivery will be dispensed and supplied by Boots Pharmacy.
We use Royal Mail letter box delivery, and you don’t need to sign for a medicine delivery or for the delivery of a test kit. The only exception is when the quantity of medicine is too big to fit through your letterbox. If that happens, you may need to sign to accept delivery.
If you are unable to ensure that children or pets at home will not have access to posted medication delivered to you, please select the option to collect you medicine in store. We will not be liable in the event that another person residing at or visiting your property gains access to the posted medication.
Please note that we do not deliver to virtual address or PO boxes (or similar services).
For our testing Services a kit containing the necessary items required to collect a sample along with related instructions is delivered to you. After you collect your sample, you will be asked to send the sample via post to the laboratory. The test kit will contain a prepaid envelope for delivery to the laboratory.
All packaging is discreet and test kits do not need to be signed for on arrival.
For all medicine except for the Morning After Pill and Cystitis treatment, your order will be dispatched on the same day if your prescription is approved before:
- 4pm on Monday to Friday, or
- 10:30am on Saturday.
For testing Services, we aim to dispatch you order on the same working day if it is placed before 4pm on Monday to Saturday.
Same day dispatch will not be available on Sundays or bank holidays for any Service. Such orders will be dispatched on the next day.
8. In Store Collection
Medicine will be available for in-store collection at certain Boots stores. If you choose to collect your medicine in-store, you can then select the Boots store at which you will collect your medicine.
For the Morning After Pill and Cystitis treatment, your order will be available for collection in a Boots store on the same day prior to the usual closing time of the store if you place your order before 1pm on days the Boots store you will collect from is open.
For any other medicine that you chose to collect in store, if your prescription is approved before 4pm your order will be available the next working day during the normal opening hours for the relevant store.
You will not be required to pay for your order when you collect your medicine in store. Payment is collected by us at the time of your order.
9. Off-label use of licensed medication
We offer some prescriptions for ‘off-label’ (unlicenced) medications for certain conditions or circumstances. Prescriptions for off-label medications are only available where there is sufficient evidence to support and demonstrate their safety for use and efficacy. We keep our off-label prescribing practices up to date using the latest industry information and evidence available.
10. Pricing and payment
Our prices for the Services are clearly set out on our Site. All prices quoted are inclusive of VAT (where applicable).
We take all reasonable care to ensure that the prices displayed are correct, but it is possible that, despite this, some of our Services may be incorrectly priced. We are under no obligation in this scenario to provide the Services to you at an incorrect price if the pricing error is obvious and unmistakably lower than the actual price and you could have reasonably recognised the price displayed as an error.
All payments are subject to the approval of the financial institution issuing your credit or debit card and credit verification, and we will not be responsible if the payment fails credit verification or if such financial institution or provider refuses to accept or honour the payment for any reason. We may also report any suspicious transactions to the relevant authorities. If your payment details have expired or are invalid in any way, we will try to contact you. If you are unable to give us the updated information, we reserve the right not to deliver your medicines to you.
Transactions include, but are not limited to, Lemonaid placing an authorization of charge or "Hold" of funds or other monies with your bank or financial institution until your Service request is evaluated by our clinicians. This authorization is temporary and will only be finalized as a charge after our clinical team evaluates your Service request. You may also be charged for prescription medications as part of your Service request and use of our Site. You further represent and warrant that you have the legal right to use any credit card(s) or other payment mechanism used in connection with any transaction.
Descriptions or images of, or references to, products or services on the Site do not imply our endorsement of such products or services. We reserve the right, without prior notification, to change such descriptions or references, to limit the order quantity on any product or service and/or to refuse service to you. Verification of information applicable to a purchase may be required prior to our acceptance of any order. Price and availability of any product or service are subject to change without notice. We are not responsible for errors in the prices or descriptions of any product or service.
12. Your responsibilities
You must use our Platform and the Services with care and in compliance with the Terms. You must answer all questions truthfully and to the best of your knowledge, as your prescribed course of treatment will be based on your consultation and answers to our questionnaire.
For testing Services, you agree that we will only give the results to the Account holder who ordered the test Service.
You must always read all product packaging and labels carefully before use, including checking 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.
Do not take any medicine which is not the medicine prescribed or if you’re not sure it is the medicine prescribed or which is damaged on arrival. If medicine is prescribed and dispensed to you, you’re responsible for checking that the medicine received is the correct medicine prescribed by our clinician and that it is not damaged in any way. If you’re not sure, you must contact our Patient Support Team to seek advice and/or a replacement as required (please see Section “Contact” below).
You should always tell your regular healthcare provider about any treatment we prescribe and any medication supplied. Please note that we can inform your GP for you if you ask us to.
13. Our liability to you
Other than as set out in these Terms, the Site and the Services are provided on an "as is" and "as available" basis. To the extent permitted by law, we make no representations or warranties of any kind, express or implied, as to the operation of the Site or the Services or any information, content, materials or products included or referenced on the Site.
We do our best to ensure that the information on the Site is accurate and up to date, but we make no representations, warranties or guarantee that this will always be the case.
We aim to make the Site available to you all the time but sometimes it may be unavailable due to maintenance, repairs or to factors outside of our control. We will not be liable to you in relation to such downtime.
We follow industry standards and processes to prevent against the introduction of viruses, malware and malicious attacks that may harm the Site or the device that you use to access the Site, but we cannot guarantee that the application will be totally free from viruses and malware.
We do not guarantee that the Site will be compatible with all hardware and software that you may use.
If the need arises, we reserve the right to amend, delete, suspend or withdraw all or any part of the Platform (including the Services) without notice.
Nothing in these Terms excludes or limits our liability for death or personal injury arising from our negligence, or our fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under English law.
We are not liable for any damages which result from your failure to provide complete, truthful and accurate information provided to us (i) to register your Account; (ii) in response to any questionnaire; or (iii) otherwise in any consultation. We are also not liable if you fail to immediately notify us if any previously provided information becomes inaccurate.
We are not liable for any damages which result from your failure you to follow advice given on the Platform or from your failure to pass on information to your regular healthcare provider.
We will not be in breach of any of our obligations under these Terms or otherwise liable for any failure or delay in performance if we are prevented or delayed in or from performing any of our obligations by any event beyond our reasonable control (including (but not limited to) strikes, fire, storm, flood or other natural disaster, epidemics, pandemics, failures in our supply chain, or failure of telecommunications networks or impossibility of the use of transport). If we are unable to perform our obligations to you as a result of any event outside our control we will contact you as soon as reasonably possible and we will take steps to minimise the effect of any delay. Provided we do this, our obligations to you shall be suspended for the duration of the event outside our control and we will not be liable for any delay caused by the event.
14. Cancellations and Refunds
a) Consultation and prescription Services
Once you place an order for our consultation and prescription Services, we will assess your clinical suitability for treatment before any prescription or medicines are issued or supplied to you.
By placing your order, you agree to such clinical assessment and accept that you shall have no cancellation rights for any order of a) consultation and prescription Services or b) any medicines (in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013).
b) Testing Services
For unused testing Services, you can cancel your order within fourteen (14) calendar days of delivery and request a full refund, provided that you return the unused test kit. For safety and sanitary reasons, we are unable to accept any returns or issue any refunds in respect of test kits that have been used or are unpackaged. Returns of test kits are at your own expense, unless you can show that the item was damaged or faulty when you received it.
If you wish to cancel your testing Services in compliance with this Section 14, or for any concerns regarding a damaged or faulty item, contact Boots Online Doctor Service Patient Support on 0800 0318386. All refunds will be processed within three (3) working days of Boots Online Doctor Service agreeing to the refund, but may take up to a further five (5) to ten (10) working days to appear on your bank or card statement where you will see the transaction as ‘Stripe’.
No refunds will be issued in respect of orders placed for our consultation and prescription Services.
Refunds may only be issued in respect of orders placed for our testing Services where:
- you have cancelled your order for our testing Services in accordance with this Section 14 and the cancellation has been accepted by Boots Online Doctor Service, with the testing kit to be returned unused and unopened at your expense; or
- you are able to show that any item you ordered as part our testing Services was damaged or faulty when you received it.
Note that we may also notify you that we are unable to accept your order (and will therefore refund or initiate a chargeback) for the following reasons:
- You have ordered too many medicines.
- The medicines required for your treatment are unavailable.
- You are not allowed to use our services for another reason.
- There has been a mistake on the pricing.
- We cannot authorise your payment.
- We do not have confidence that you are who you say you are.
If our clinicians decide that the treatment you’ve requested is not suitable, they’ll send a full explanation to your Account and any fees that may have been charged will be refunded if payment has been taken within eight (8) business days.
All of our prescriptions are valid for six months from the prescription date. If our clinicians have issued you a prescription, and you have elected to collect your medicine at a Boots store instead of home delivery, you must collect the medicine within six months. After this time, a new consultation will be required in order assess whether a new prescription is clinically appropriate for you.
Refunds will only be made using our payment processor (Stripe) to the card originally used for payment. Refunds may take up to five (5) to ten (10) working days to appear on a card statement.
When you subscribe to one of our services, you will have an initial consultation, and if a clinical decision is made to prescribe medicine for you, the prescription will allow for multiple repeat prescriptions providing a supply of medicine for up to 12 months. You will be charged for your initial consultation, and you will be automatically charged each month for your repeat prescriptions to be dispensed and either made available for in store collection or by delivery, as applicable. When you sign up for a subscription you grant us the authority to automatically charge you for each repeat prescription.
Under our subscriptions, your medicine will be dispensed in accordance with the terms of the prescription issued and applicable law.
You may cancel your subscription at any time, but your subscription for a particular payment cannot be cancelled if your medicine has already been sent to you or collected in store. To cancel your subscription, please contact our Patient Support Team by sending a message in your Boots Online Doctor account or by calling us on 0800 0318386.
Our clinicians may cancel your subscription at any time if they believe that the medicine prescribed or the service is or becomes unsuitable for you. Your subscription will automatically terminate when the last repeat prescription in your prescription has been dispensed or the maximum time allowed in the prescription to dispense all repeat prescriptions have expired. We will contact you before your subscription expires to let you know and to give you an opportunity to renew your subscription.
16. Depression and Anxiety Membership
When you purchase our Depression and Anxiety membership, you will be enrolled in our monthly membership, which will renew each month until it is cancelled. Following your purchase, you will have an initial consultation with one of our clinicians, which is included in the price of your first month’s membership fee. If our clinician prescribes medicine for you, your membership will continue and renew each month until it is cancelled. If our clinician does not prescribe medicine for you, your membership will be terminated as of the day of your initial consultation. We will send you a message after your first consultation confirming your membership status.
Our monthly membership program includes:
- consultations with our clinicians;
- prescriptions or repeat prescription issued by one of our clinicians;
- access to our clinicians to ask them questions by phone, video or messages sent via your Boots Online Doctor account; and
- the cost of your medicine.
If you cancel your membership prior to the next monthly renewal date, your membership will remain active until the end of the month in which you have provided us with notice of cancellation. You will be automatically charged the amount of the membership fee each month unless you have cancelled prior to the renewal date. To cancel your membership, please contact our Patient Support Team by sending a message in your Boots Online Doctor account or by calling us on 0800 0318386.
By purchasing our Depression and Anxiety membership you authorise us to automatically charge the membership fee each month to the payment card that you used when you purchased our Depression and Anxiety membership. You remain responsible for any uncollected amounts. Payments are non-refundable, and we do not provide refunds or credits for any partial membership periods or if your membership is terminated after your initial consultation if no medicine is prescribed for you.
The monthly membership fee will be charged to your payment card each month on the day of the month on which you first enrolled in our membership (e.g. if you enrolled on the 1st of January, your membership will renew and the monthly fee will be charged on the 1st of February). In some cases your renewal and payment date may change, for example if you enrolled on a day not contained in a given month, your renewal and payment date will be no later than the last day of that month (e.g. if you enrolled on the 30th of January, your next renewal and payment date will be the 28th of February).
We may change the price of our membership from time to time; however, any price changes or changes to your membership will apply no earlier than 30 days following notice to you.
Under our membership, your medicine will be dispensed in accordance with the terms of the prescription issued and applicable law. You may not purchase our Depression and Anxiety services or membership if you are under the age of 18.
Our clinicians may terminate your membership at any time if they believe that the medicine prescribed or the service is or becomes unsuitable for you.
17. Binding contract
When you request a Service through our Platform, your request will be binding on you once the request is received by us and we notify you by email and in a message in your account that we have received your request. Professional responsibilities and legal restrictions may limit the number of consultations or prescriptions we may provide to you and, as such, we have no obligation to prescribe or to arrange for the supply of quantities exceeding the relevant permitted maximum and will charge only for those that are supplied. We reserve the right not to prescribe or to decline to fulfil any order.
For cancellations and refunds, when applicable, please see Section 14 of these Terms.
18. Links from our Site
We may, from time to time, provide links from our Site to websites that are owned and controlled by third parties, including Boots. These links are provided only for your convenience and we have no control over and will have no liability in respect of those websites or any third party services.
20. Transfer of rights and obligations
We may transfer our rights and obligations under these Terms to another organisation. We will always tell you in writing if this happens, and we will ensure that the transfer will not affect your rights under these Terms. You may only transfer your rights or your obligations under these Terms to another person with our prior written consent.
21. Third party rights
These Terms do not give rise to any rights for any third party to enforce any term of these Terms.
22. Jurisdiction and applicable law
The English courts have exclusive jurisdiction over any claim arising from, or related to, the Services we provide to you or to the use of our Platform or Site. We reserve the right to bring proceedings against you for breach of these Terms in your country of residence or any other relevant country.
These Terms 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.
23. Entire agreement
If any part of these Terms is determined by a court to be invalid or unenforceable including, but not limited to, the warranty disclaimers and exclusions and limits of liability, then the invalid or unenforceable provision will be deemed to be superseded by a valid, enforceable provision that most closely matches the intent of the original provision, and the remainder of these Terms shall continue in effect.
If you have any questions or concerns about material which appears on our Site, please call us on 0800 0318386.
If you have any questions or concerns about our Services, please get in contact with our customer service team who will try and resolve the issue without delay.
You can contact us in relation to the Site either by:
- Logging into your account and sending us a message
- Giving us a call on 0800 0318386 (8:30am to 6:00pm UK time on Monday to Saturday and 9:00am to 2:00pm UK time on Sunday)
And finally, thank you for visiting and using the Boots Online Doctor Services. This service is provided by Lemonaid Health Limited.
Last updated: February 2022