Terms & conditions


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 will offer you 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 www.medicalconsultationsonline.co.uk/privacy to understand how we use any personal data we collect through your use of the website and our services.


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.


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.

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.


Through our service options, 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.

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

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.


To obtain services and schedule consultations, you must register on the website. 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.


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 you use the e-consultation pathway and have not specified a pharmacy, we will call you to arrange for the prescription to go to your local pharmacy, so that you can obtain the prescription on the same day. We try to contact you 3 times every hour before we will post the prescription out to you in which case the prescription can take 2-3 working days to get to you. If information is missing and 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.

If you use the e-consultation pathway, we will normally contact you if there are concerns with the answer’s given on the e-consultation. We would consult with you on the telephone; 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.

We may decline your order for good reasons, including:

You are requesting a consultation at a location outside the area in which we currently operate; the location you suggest for the consultation is inappropriate; 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; or your payment method is declined.

A full refund will be provided for this consultation. We will try to accommodate the problems by arranging another appointment if possible.

A clinician will be online or on the phone to speak to you for your consultation at the time specified by you throughout the order procedure, per our arrangement. 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.

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

If you are not present or we are unable to access the consultation (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result.

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.

The outcome of the consultation will be documented by the clinician providing it, and verbally you will be notified. Unless you give us permission by signing the consent form, we won’t discuss the details of your consultation with your doctor. 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. The clinician will decide whether this course of treatment is appropriate based on a medical evaluation. You understand that a prescription might not be written by the clinician.

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 cancel or rebook a pre-paid consultation is eligible for a refund within 30 days from the date of booking, but this has to be 72 hours prior to the appointment booking.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your card or original method of payment.

Late or missing refunds

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


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. You agree to Trust payments 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.

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


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; and

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.


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.


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.


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 following: In addition, please note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution Platform – https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN