Introduction
The Pharmacinta website is owned and operated by Pro UK Health Ltd, (company number 11449267, incorporated In England and Wales). Our registered office address is: 14/2G Docklands Business Centre, 10-16 Tiller Road, London, E14 8PX. Our office is a short walk from Canary Wharf, London.
When purchasing products or services from us you will become automatically bound by the conditions of these Terms of Sale. Your legal rights and obligations are affected, and therefore we ask you to read the Terms of Sale carefully before purchasing our products and/or services.
We reserve the right to update these Terms of Sale any time at our discretion. The latest version will be effective as soon as it is updated online. You are advised to review the Terms of Sale before placing each order.
Please read our Terms and Conditions and Privacy Policy.
Regulation
Care Quality Commission (CQC)
It is a legal requirement for healthcare providers in the UK to be registered with the Care Quality Commission (CQC) in order to provide safe and effective clinical services for patients. Pharmacinta is registered and monitored regularly by the CQC to ensure services continue to be provided at a high standard without compromising on patient safety.
The CQC ensures that a healthcare provider meets the national standards set in the UK for their industry. As well as online medical service platforms, the CQC also regulates GP practices and assesses them to the same standards. It also regulates other providers including dentists, social care, care homes and more.
Being registered with the CQC ensures that a healthcare provider is undergoing regular inspections and is complying with UK laws and regulations to ensure patient care and safety is at the centre of all clinical services. As part of a CQC inspection, the healthcare providers must ensure that:
We, at Pharmacinta, are proud to be registered with the CQC and continue to be monitored by them to ensure our services are both safe and effective for all our patients. Pharma Health is the trading name for Pro UK Health Ltd, which is registered with the CQC. Our CQC registration number is 1-10724157769. The registered manager for our company is Ashraf Zaman.
For more information or to check our registration details please visit the CQC website.
You can share feedback on your experience with our service using the ‘Give feedback on care’ form at https://www.cqc.org.uk/give-feedback-on-care
General Medical Council (GMC)
The General Medical Council (GMC) regulates all doctors registered in the UK. They ensure that a doctor’s training is up to date, manage the UK medical register, set the standards for doctors to follow, and address concerns about a doctor’s practice or behaviour. Any doctor practising in the UK must be registered with the GMC to be able to work in the UK.
All our doctors are registered with the General Medical Council in the UK ensuring that they are fit to practise and are able to provide you with a high level of care. You can find the registration details for each doctor on our About Us page.
For more information and to check the registration details of our doctor please visit the GMC website.
General Pharmaceutical Council (GPhC)
The General Pharmaceutical Council (GPhC) upholds the national standards expected for all registered pharmacists and pharmacies. These are the same standards whether it is your local chemist or an online (distance-selling) pharmacy. They ensure that pharmacists have the appropriate registration and training to practise, that pharmacies are regularly inspected against national standards and any concerns about a pharmacist or pharmacy are investigated.
Our partner pharmacies are registered with the GPhC and the industry trade body, the National Pharmacy Association.
Our doctors are supported by our prescribing pharmacists, who have all undergone extra training to enable them to prescribe treatments for all the medical conditions that we are able to treat. They all have a wealth of experience and are registered with the GPhC.
For more information and to check the registration of our pharmacist please visit the GPhC website.
ID Verification
The vast majority of our products and treatments are prescription only medication. We are required by law to verify your identity and age before we can provide a prescription only treatment. This will take place through the registration process.
Our verification partner is LexisNexis.
The company will match your data to a database of public resources to verify your identity. They will verify your identity using your personal details that will be provided when completing the medical assessment form.
Pharma Health will only pass on the following information to our identity verification partner:
Occasionally, we are unable to verify your identity through this method. In such a circumstance we will email you asking you to provide us with a copy of your passport or driving license. Your documentation will be securely stored with Pharma Health and will only be required if our partner identity verification process fails to confirm your identity.
Registration
By signing up with Pharmacinta you are giving permission for us to create a secure online electronic patient record, which will contain the following information:
You confirm and consent that we may store your electronic patient records including your personal information and treatments for a minimum of 8 years following your last order or prescription. This is in compliance with the regulatory bodies.
You must inform us if there any changes to your medical condition such as but not limited to a new diagnosis or new medications that you are taking. This is because it could affect your suitability for treatment. If there are any changes please contact the Pharmacinta Clinical Team by email: clinicians@pharmacinta.co.uk or through your patient account message section.
You are responsible for protecting the confidentiality of your account and login details. You must not permit others from having unauthorised access to your account by taking steps to ensure you do not share your account details including passwords with anyone else. If you believe your account has been compromised please contact us immediately.
You can only register one account with us. Please ensure that you provide us with your correct details including: name, address, date of birth, email address and mobile number. Failure to provide the correct information can result in your account being suspended or cancelled.
Online Medical Consultations
Most of our products and services require a private prescription to be electronically sent to our Partner Pharmacy. In order for us to safely issue prescriptions, you must complete an online medical assessment form, which will allow us obtain a thorough medical history.
The medical assessment form must be completed before any medication can be prescribed by the Pharmacinta Clinical Team. The medical assessment must only be completed by the person intending to use the treatment. You must answer all questions truthfully and fully to ensure we can safely assess the suitability of treatments.
If you do not know the answer to a question or need further clarification, then you should get in touch with our Pharmacinta Clinical Team or speak to your GP. Our Clinical Team and partners rely on the information you have provided for the purpose of medically assessing your needs and deciding if the treatment is suitable for you, thus the information provided must be accurate.
As part of the service, we expect you to give Pharmacinta permission to contact your GP on your behalf in order to inform them of any treatment provided or to obtain further medical history.
Purchasing Products
Non-prescription Treatments
You may still need to complete an online medical assessment form for some non-prescription treatments to ensure the treatment is appropriate for you. We will charge the full amount you once the order has been placed. Please note, all our products and treatments are subject to availability; if an item is unavailable we will refund you the full amount paid.
Prescription-only Treatments
For prescription only treatments you must complete an online medical assessment form. Our Pharmacinta Clinical Team must know about your condition, any medication you are currently taking, potential allergies you may have, and any other relevant information for them to assess if the treatment is suitable for you in relation to safety and effectiveness.
The Pharmacinta Clinical Team will review your completed medical assessment form which will allow them to assess your treatment suitability. If further information is required, the clinical team will contact you by phone or email. If they are unable to contact you or they do not receive a timely response, then your treatment request may be rejected. You will then be asked to complete another medical assessment form and previous partial information will not be considered.
If the Pharmacinta Clinical Team decides that your chosen treatment is not suitable for you the prescription request will be rejected and you will be informed via email of the decision. They will explain the reason for declining the order and may provide alternative treatment advice where appropriate. Please note, you will not be charged for any treatment that is declined by our clinical team.
If our clinical team decides your chosen treatment is suitable for you then an electronic private prescription will be generated in your name and sent to your designated pharmacy for dispensing. You are responsible for collecting the medication once it has been dispensed.
The quantity and frequency of any product/treatment we provide can be restricted by professional codes of conduct, legal restrictions and our clinical team’s clinical judgement.
We do not accept returns of prescription medicines as per pharmacy guidance. If you wish to cancel a new order please contact us immediately; if the order has not been processed yet we can cancel the order. If an order has already been processed you will be charged.
Repeat Prescriptions
The quantity of your repeat allowance is dependent on the Pharmacinta Clinical Team’s assessment of your online medical consultation.
The repeat prescription will expire in the following circumstances:
As your repeat prescription is nearing its end date, we will email you to inform you of this. We will also advise you on how to re-order or renew the prescription.
If you inform us of any adverse changes in your health or significant side effects, we reserve the right to cancel your live prescription and not supply you any further medication. In such a case, we will advise you on the appropriate steps to take such as complete a new medical assessment or provide us additional information.
Returns & Refunds
You can return a product if the item is not what you ordered; or the medication is damaged or defective. In such case, please contact us and we can arrange for a replacement to be provided for collection or a refund issued. We will require you to return the product as soon as possible after informing us.
When a refund is due, it will be refunded in the same method by which payment was made. Once the matter is settled between you and our customer service team, refunds will be received within 7 days of the refund being issued
Use of the Products/Medications
You must check that the medicine received is the same as that ordered and prescribed. If it is not the correct medicine or the medication is damaged please do not take it. Instead, please contact us to arrange so we can re-supply the item.
All product information is for educational purposes and we give no assurances or guarantees as to its completeness, accuracy, or whether it is up to date.
Always read all product packaging and labels carefully before use.
Please always check the date on the medication pack to confirm it is not out of date.
In the event of a medical emergency, call a doctor or 999 immediately.
Cancellation
We may cancel your order if:
If we cancel your order we will inform you via email and refund you within 28 days. We are not required or expected to offer you any additional compensation for the suffering of disappointment.
Responsibility
All web content on the Pharmacinta website should be considered as general information and not intended or amount to medical advice. If you require medical advice you should contact your GP and refrain from taking action related to your health based upon the content of the Pharmacinta website.
We cannot accept liability for any damages which result from:
You accept that our services do not replace your general health needs, which is usually provided by your GP.
Complaint
We do our best to always give each patient a positive online experience with our services. If something does go wrong, we will always do our very best to put things right.
Pharma Health has a written complaints policy and procedures. We aim to respond to all formal written complaints within seven working days of receiving them. To make a formal complaint please complete the below contact form.
Please note that the length of an investigation will vary depending on the nature of the complaint and personnel involved. We hope to review all complaints in accordance with our complaints policy.
After the complaint is fully investigated we hope to formally write to you with a complete outcome of the investigation. We will also follow up internally with the staff involved to make sure we learn and improve our processes to avoid similar situations repeating again.
In cases where you are not satisfied with the process or outcome of the investigation, we will provide you with information where you can seek independent help and advice.
We value all patient feedback whether positive or negative. We would greatly appreciate you leaving some feedback or suggestions by directly contacting us via the contact form. Your feedback will help us improve the services we provide to all our patients.
General
If any provision of these Terms of Sale is held by a court of competent jurisdiction to be invalid or unenforceable, then such provision shall be construed, as nearly as possible, to reflect the intentions of the parties and all other provisions shall remain in full force and effect.
Our failure to exercise or enforce any right or provision of these Terms of Sale shall not constitute a waiver of such right or provision.
These Terms of Sale, the subject matter and formation, are governed by English law. You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.