Refund Policy

Online Prescription Services

Cancellation and refund requests for online prescription services may be made within 3 hours from the time the purchase was made, or 3 hours into the next working day if the purchase was made outside our normal operating hours (Mon-Fri 8am-10pm, Sat-Sun 10am-6pm), the Cancellation Period.

Refunds, if applicable, can only be made to the original credit or debit card and take 1 to 10 working days to process.

Once the Cancellation Period is over, and if our doctors issue a prescription for you, no refund will be permitted.

If our doctors refuse your prescription request because it is deemed unsafe and/or medically unsuitable for you, you will be offered a safe alternative (if available), or a full refund will be provided to you. Please note that refunds can only be made to the original credit or debit card and take 1 to 10 working days to process.

If our doctors refuse to issue your prescription request because our doctors consider that the prescription service (rather than the prescription itself) is deemed unsafe and unsuitable for your medical needs, then the following shall apply:

• If our doctors consider that a full consultation is necessary for the relevant medication request, you will be offered an online discount code that can be used towards such an online video consultation with one of our GPs.
• If our doctors consider that the online video consultation format is deemed unsafe and/or unsuitable for your medical needs, you will be offered an option to take a refund and advised to attend your local GP instead. Please note that refunds can only be made to the original credit or debit card and take 1 to 10 working days to process.

If your request for a prescription is assessed by one of our doctors and you fail to provide the required medical information as requested in our questionnaire, and when prompted by the doctor, within 3 days of the date of your request (or if you supply incorrect or insufficient information), no refund will be permitted.