Terms & Conditions

THESE TERMS

These are the terms and conditions that apply to the Medical Consultations Online website and the content we provide through (known as the) “the website” and the services we provide to you.

Please carefully read these terms before using the website or our services. These terms describe who we are, how we provide the consumer with products and services, how you and we may amend or terminate the contract, what to do if there is a problem, and other essential information.

You should also read our privacy policy https://medicalconsultationsonline.co.uk/privacy-policy/ to understand how we use any personal data we collect through the use of the website and our services; By agreeing to these terms and conditions, you have read and agree with the privacy policy.

CHANGES TO THESE TERMS

We may need to modify these terms to reflect changes in the law or best practises, or to provide new products or services.

We will notify you of any changes at least 30 days in advance by notifying you when you next visit the website. If you do not accept the informed modifications, you will be unable to use our services once the notice time has expired.

WHO WE ARE

We are SB Locums Limited, trading as Medical Consultations Online, 85 Great Portland Street, First Floor, London, W1W 7LT. We are the data controller for the Website, the App and in relation to information you provide in relation to our services. Through our service options, we collect personal data, or personal information, which means any information about an individual from which that person can be identified. We abide to the The Data Protection Act 2018 & UK GDPR.

Our clinician is regulated by the General Pharmaceutical Council under number 2071364.

You may reach us by messaging us using the contact us feature on the website, calling us on 0207 156 6750, or writing to us at hello@medicalconsultationsonline.co.uk.

Prescribing Platform

If we need to prescribe medication, we use the Signature RX platform and your personal information, which includes your full name, address, date of birth, contact number and email will be added and stored within the Signature RX platform; By accepting these ‘Terms and Conditions’, you are providing consent for this.

Please read the privacy policy https://signaturerx.co.uk/privacy-policy/ on what personal data and how it is collected, how the data is used and stored by Signature RX.

Third-Party Links

This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy policy of every website you visit.

Marketing

We strive to provide you with choices regarding certain personal data uses, particularly around marketing communications from us. You will receive marketing communications from us, unless you have opted out of receiving this.

MEDICAL SERVICES THAT WE OFFER

You can utilise the website to provide details about your medical condition and schedule a phone or video consultation with one of our clinicians. In addition to giving you advice and information on your health, our experts may also recommend a referral or a prescription depending on your specific needs.

We promote wellness and will give you advice on preventative measures.

There are limitations on the medical services we provide for ethical and regulatory reasons. We do not provide mental health services, finasteride for hair loss or weight loss medication. You can find further information by contacting us through the website.

YOUR ACCOUNT

To obtain services and schedule consultations, you must register on the website or sign in as a guest. You are in charge of keeping your account information safe, and you are not allowed to give out your authentication details to anybody else. You are in charge of how your account is used, and you must notify us right away if you believe it may have been compromised.

You acknowledge that it is your responsibility to maintain your identity information current and to provide us with accurate and complete information. You understand that if we are unable to verify your identification using this information, we will not be able to provide you with certain medical services. From time to time, we might let you know that you need more identification documentation.

SERVICES

Telephone/Video Consultations

You can use the website to request a consultation appointment or obtain a private prescription through our e-consultation channel. We will accept your order after we send you a message with the appointment time, at which moment a contract between you and us for the supply of the consultation and related services will be established.

If required we would refer you to your local accident and emergency as patient safety is paramount for our practice. In this situation, we do not give refunds and would take the fee for consulting with you, even if we are unable to prescribe for you.

E-consultations

If you use the e-consultation pathway, we may call you to confirm you personal details and to double check that we are providing you with the correct treatment, so that you can obtain the prescription on the same day. We normally try to contact you 3 times every hour. If we are not able to speak to you and there are no concerns, we may at this stage issue the medication. You will receive a either a SMS message or email with your prescription ID and you can take this signature RX prescription ID to any pharmacy to obtain your medication; there is a charge for the medication as we are an on demand/ same day service.

If the e-consultation has missing information and/or there are concerns that medication is not appropriate i.e. you may need a longer course of the antibiotic or may need different medication, we are not able to process your e-consultation. We will contact you 3 times and if unsuccessful, it is up to ‘the consumer’ to contact ‘Medical Consultations Online’ team and your e-consultation will be on hold, until we have spoken to you.

We may decline your order due to the following good reasons:

You are requesting a consultation at a location outside the area in which we currently operate e.g. we do not provide services to consumers outside of the United Kingdom.

The location you suggest for the consultation is inappropriate e.g. you are in a public place and everyone can hear the conversation.

A member of the medical team, acting reasonably, considers it would not be appropriate to provide services to you for medical reasons which we will inform you of and your payment will be refunded.

You acknowledge that a booked appointment time is simply a suggestion and that we might need to reschedule due to a medical emergency or other unavoidable circumstances. Any changes will be communicated to you via email with at least 2 hours notice.

If you are not present; you do not answer your telephone or you are not present on the Zoom platform (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result.

If you need to reschedule the appointment you need to contact 72 hours before the appointment and we will try to accommodate by arranging another appointment if possible.

Requirements of the Consumer:

A clinician will be online or on the phone to speak to you for your consultation at the time specified as per our arrangement.

You should make sure the appointment location has a space appropriate for a medical consultation, examination (where applicable) and that the area will preserve your secrecy and privacy. Please be aware that the patient is responsible for this.

You must provide us with accurate, honest and complete information about your medical situation, both when responding to our queries using the website and during any type of consultation.

Unless you give us permission by signing the consent form, we won’t discuss the details of your consultation with your doctor.

The outcome of the consultation will be documented by the clinician providing it, and verbally you will be notified. We shall retain consultation records in accordance with the applicable law and regulation, however we are not in charge of keeping track of your medical records. You can receive a copy of your consultation via email if you request for it.

After a consultation, a clinician might write you a personalised prescription on the Signature RX platform. The clinician will decide whether this course of treatment is appropriate based on a medical evaluation.

PAYMENT

The price of a consultation will be the price indicated on the website when you request for the consultation.

In order to pay for the services, you will need to provide payment card details at the time of your order. You must have appropriate authority to use the payment card which you use for payment.

We will not store your payment card details, but rather use a third-party payment provider, who is Trust payments or PayPal. You agree to Trust payments or Paypal using your card details to authorise your payment for the consultation. If you would like more information about their privacy policy, please click Privacy Policy | Trust Payments / https://www.paypal.com/uk/legalhub/paypal/privacy-full

You must make an advance payment for the consultation when you place the order.

Cancellation, Refunds and Returns Policy

E-consultations are non-refundable

We ‘Medical Consultations Online’ will try to contact you ‘the patient’ on two occasions within a 10 minute interval if you have booked a telephone consultation; if you have booked a video consultation, the clinician will wait on the zoom call for 10mins for you, however in this time frame if you are unable to join or have missed the telephone call then one additional opportunity will be provided to rebook. The responsibility of rebooking the consultation lies with the patient. You can contact us on 0208 156 6750 or email at orders@medicalconsultationsonline.co.uk. The 2nd appointment must be rebooked within a 14 day period from the 1st appointment date. Once your consultation has been rebooked, we would make the same attempts as previously mentioned to contact you. If we are unable to contact you on the second appointment, the appointment fee will be lost, and a new appointment will have to be made and paid for again.

A patient who wishes to change a pre-paid consultation for another day or time can do so, but this has to be 72 hours prior to the appointment booking.

We do not provide refunds once a consultation/service has been booked.

Late or missing refunds if we are not able to provide the service:

If you have not received a refund yet, first check your bank account details.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you have done all of this and you still have not received your refund yet, please contact us at orders@medicalconsultationsonline.co.uk

ACCEPTABLE USE RESTRICTIONS

You must:

Not act fraudulently or maliciously, such as by hacking into or introducing harmful code, such as viruses or harmful data, into the website or any operating system; not use the website or our services in any manner that is unlawful, unlawfully obtained, or inconsistent with these terms;

Not violate our or any third party’s intellectual property rights in connection with your use of our services or the website;

Not send any content that is offensive, defamatory, or otherwise objectionable in connection with your use of our services or the website;

Not use the website in any way that could harm, disable, overload, compromise, or interfere with other users or our systems’ or security;

Not gather or harvest any data or information from any service or our systems, and refrain from attempting to decode any communications to or from any service’s servers.

OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time you accepted these terms, both we and you knew it might happen.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors or for fraud or fraudulent misrepresentation.

We are not liable for business losses. The website and our services are for domestic and private use. If you use the website or our services for any commercial, business or resale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

Events that are not under our control are not our responsibility. If an event beyond our control causes a delay in the services we provide, in providing assistance for the website, or in providing help for related apps, we will get in touch with you as soon as possible to let you know and take action to lessen the impact of the delay. If we follow these steps, we won’t be responsible for delays brought on by the event, but if there’s a chance of a significant delay, you can get in touch with us to cancel your contract and get a refund for any services you paid for but didn’t get.

Internet Security. Please be aware that notwithstanding any explicit notification to the contrary, internet transmissions are never totally private or secure, and that any message or information you submit over the website could be accessed or intercepted by third parties.

We are not responsible for other websites you link to. The website or our services may contain links to other independent websites or include referrals to third parties. Such independent sites or third parties are not under our control, and we are not responsible for their content or actions. You will need to make your own independent judgement about whether to use any such independent sites or third parties, including whether to buy any products or services offered by them.

WE MAY END YOUR RIGHTS TO USE OUR SERVICES AND THE SERVICES IF YOU BREAK THESE TERMS

If you have seriously violated these conditions, we have the right to terminate your access to our services and services at any time by contacting you. We will offer you a fair chance to make things right if what you did can be rectified.

If we end your rights to use our services:

You must discontinue using the website and any services, as well as any other actions permitted by these conditions.

GENERAL

We may assign this Agreement to another party. Our rights and obligations under these agreements are transferable to another organisation. If this occurs, we will always notify you in writing and make sure it has no bearing on your contractual rights.

To assign your rights to another party, you must have our permission. Only with our written consent may you assign your rights or obligations under these conditions to another party.

No rights for third parties. This agreement does not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement.

If a court finds part of this contract illegal, the rest will continue in force. Each of the sentences and paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining sentences and paragraphs will remain in full force and effect.

Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

Complaints and Alternative dispute resolution

You can find information about our complaint’s procedure at www.medicalconsultationsonline.co.uk/complaints. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact the Information Commissioner’s Office https://ico.org.uk/make-a-complaint/.