Last updated: [Date]

INTRODUCTION

These Terms and Conditions (“Terms”) govern your use of TheChemist Live services, including our website, pharmacy services, consultations, and healthcare treatments. By using our services, you agree to be bound by these Terms.

1. DEFINITIONS

• “We,” “Us,” “Our”: TheChemist Live, registered pharmacy
• “You,” “Your”: The person using our services
• “Services”: All pharmacy and healthcare services we provide
• “Website”: new.thechemistlive.com and associated platforms
• “Consultation”: Professional healthcare advice provided by our pharmacists
• “Prescription”: Medication prescribed following professional assessment

2. ABOUT OUR SERVICES

Pharmacy Services:

• NHS Prescription Dispensing: Dispensing NHS prescriptions
• Private Prescription Services: Private medication supply
• Consultation Services: Professional healthcare consultations
• Health Screening: Blood testing and health assessments
• Vaccination Services: Travel and routine vaccinations
• Weight Management: Professional weight management consultations
• Delivery Services: Home delivery of medications and treatments

Regulatory Status:

• GPhC Registration: [Registration Number]
• Responsible Pharmacist: [Name and Registration Number]
• Regulatory Compliance: Full compliance with GPhC and MHRA requirements
• Professional Standards: Adherence to professional pharmacy standards

3. ELIGIBILITY AND AGE RESTRICTIONS

General Eligibility:

• Age 18+: Most services require users to be 18 or older
• UK Residents: Services primarily available to UK residents
• Valid Identification: Photo ID may be required for certain services
• Honest Information: You must provide accurate and truthful information

Special Considerations:

• Children’s Services: Available with appropriate parental consent
• Capacity: You must have mental capacity to consent to treatment
• Legal Guardianship: Legal guardians may act on behalf of those lacking capacity

4. CONSULTATION SERVICES

Professional Standards:

• Qualified Pharmacists: All consultations provided by qualified, registered pharmacists
• Clinical Judgment: Treatment decisions based on professional clinical assessment
• Individual Assessment: Each consultation is individual and personalized
• Professional Discretion: We reserve the right to decline treatment if clinically inappropriate

Consultation Process:

• Accurate Information: You must provide complete and honest medical information
• Medical History: Full disclosure of current medications and health conditions
• Follow-up: Attend recommended follow-up appointments
• Compliance: Follow prescribed treatment plans and advice

Limitations:

• Emergency Services: We do not provide emergency medical services
• Scope of Practice: Services limited to pharmacist scope of practice
• GP Referral: We may recommend GP consultation for certain conditions
• Second Opinions: You are always entitled to seek additional medical opinions

5. PRESCRIPTION SERVICES

NHS Prescriptions:

• Valid Prescriptions: Must be legally valid NHS prescriptions
• Prescription Charges: Standard NHS charges apply where applicable
• Controlled Drugs: Special procedures apply for controlled substances
• Patient Safety: Clinical checks performed on all prescriptions

Private Prescriptions:

• Medical Assessment: Prescription only following appropriate clinical assessment
• Professional Responsibility: Prescribed only when clinically appropriate
• Patient Monitoring: Ongoing monitoring required for certain medications
• Prescription Validity: Prescriptions valid for specified periods only

Responsibilities:

• Patient Information: You must inform us of all medications and health conditions
• Safe Use: Use medications exactly as prescribed
• Side Effects: Report any adverse reactions immediately
• Storage: Store medications safely and securely

6. WEIGHT MANAGEMENT SERVICES

Medical Supervision:

• Clinical Assessment: Comprehensive medical assessment required
• Ongoing Monitoring: Regular monitoring and follow-up mandatory
• Professional Supervision: Treatment under qualified pharmacist supervision
• Individual Suitability: Treatment only when clinically appropriate

Patient Responsibilities:

• Eligibility Criteria: Must meet clinical eligibility requirements
• Lifestyle Commitment: Commit to diet and lifestyle modifications
• Regular Appointments: Attend all scheduled monitoring appointments
• Honest Reporting: Report all side effects and concerns promptly

Treatment Limitations:

• Individual Results: Results vary between individuals
• Long-term Commitment: Weight management requires long-term commitment
• Professional Guidance: Must follow professional advice throughout treatment
• Discontinuation: Treatment may be discontinued if clinically necessary

7. BLOOD TESTING SERVICES

Testing Standards:

• Accredited Laboratories: All tests processed by UKAS accredited laboratories
• Professional Collection: Blood samples collected by qualified professionals
• Quality Assurance: Strict quality control and sample handling procedures
• Confidential Results: Secure delivery of test results

Patient Responsibilities:

• Fasting Requirements: Follow pre-test instructions (fasting, medications)
• Accurate Information: Provide complete medical history and current medications
• Result Collection: Collect results promptly or arrange secure delivery
• Follow-up: Attend recommended follow-up consultations

Result Limitations:

• Medical Interpretation: Results require professional interpretation
• Reference Ranges: Results compared to standard population references
• Clinical Correlation: Results must be considered with clinical symptoms
• GP Referral: Abnormal results may require GP referral for further investigation

8. TRAVEL HEALTH SERVICES

Vaccination Services:

• Certified Center: Official Yellow Fever vaccination center
• Professional Administration: All vaccines given by qualified healthcare professionals
• Documentation: International vaccination certificates provided where required
• Safety Monitoring: Post-vaccination monitoring and adverse event reporting

Travel Health Consultations:

• Destination-Specific Advice: Tailored advice based on travel destination and itinerary
• Risk Assessment: Individual risk assessment based on health status and travel plans
• Preventive Measures: Advice on malaria prevention, food/water safety, general health precautions
• Emergency Preparedness: Guidance on health emergencies while traveling

Vaccination Requirements:

• Advance Booking: Some vaccines require advance booking due to availability
• Course Completion: Multiple-dose vaccines must be completed according to schedule
• Contraindications: Some individuals may not be suitable for certain vaccines
• Documentation: Vaccination records maintained for future reference

9. PAYMENT TERMS

Service Charges:

• Transparent Pricing: All prices clearly displayed before booking
• Payment Methods: Cash, card, bank transfer, and online payments accepted
• NHS Charges: Standard NHS prescription charges where applicable
• Private Services: Full payment required for private consultations and treatments

Payment Processing:

• Secure Processing: All payments processed securely
• Third-party Providers: Payment processing through secure third-party systems
• Receipt Provision: Receipts provided for all payments
• Refund Policy: Refunds according to our refund policy (see below)

Insurance Claims:

• Documentation: We provide necessary documentation for insurance claims
• Direct Billing: Direct billing available with certain providers
• No Guarantee: We cannot guarantee insurance coverage or reimbursement

10. CANCELLATION AND REFUND POLICY

Appointment Cancellations:

• 24-Hour Notice: Cancellations with 24+ hours notice: no charge
• Late Cancellation: Less than 24 hours notice: 50% charge may apply
• No-Show: Failure to attend: full charge may apply
• Emergency Cancellations: Medical emergencies considered individually

Service Refunds:

• Consultation Refunds: Refunds available if service not provided as agreed
• Prescription Refunds: Unopened medications may be returned within 28 days
• Treatment Refunds: Refunds for treatments not yet commenced
• Processing Time: Refunds processed within 14 working days

Non-Refundable Services:

• Completed Consultations: Professional time and advice provided
• Opened Medications: Medications that have been opened or used
• Personalized Treatments: Treatments specifically prepared for you
• Third-party Costs: Laboratory fees, vaccine costs already incurred

11. DELIVERY SERVICES

Delivery Terms:

• Service Area: Delivery available across Greater Manchester
• Delivery Times: Standard delivery within 48 hours
• Same-day Delivery: Available for urgent prescriptions (additional charge)
• Secure Packaging: All medications packaged securely and discreetly

Delivery Responsibilities:

• Accurate Address: You must provide correct delivery address
• Receipt Confirmation: Someone must be available to receive delivery
• Safe Storage: Medications must be stored safely upon receipt
• Damaged Packages: Report any damaged packages immediately

Failed Deliveries:

• Redelivery Attempts: Up to 3 delivery attempts
• Collection Required: Items returned to pharmacy after failed deliveries
• Additional Charges: Redelivery charges may apply
• Perishable Items: Special handling for temperature-sensitive medications

12. WEBSITE TERMS

Acceptable Use:

• Lawful Use: Website must be used for lawful purposes only
• Accurate Information: Provide accurate information in all forms
• No Misuse: Do not attempt to disrupt or damage website functionality
• Intellectual Property: Respect our intellectual property rights

Website Availability:

• Best Efforts: We strive to maintain website availability
• Maintenance: Scheduled maintenance may cause temporary unavailability
• Technical Issues: We are not liable for technical disruptions
• Alternative Access: Phone and in-person services remain available

User Accounts:

• Account Security: You are responsible for maintaining account security
• Password Protection: Use strong passwords and keep them confidential
• Unauthorized Access: Report any unauthorized access immediately
• Account Suspension: We may suspend accounts for violations of these terms

13. LIABILITY AND DISCLAIMERS

Professional Liability:

• Professional Standards: We maintain appropriate professional indemnity insurance
• Clinical Negligence: Liability for clinical negligence according to law
• Professional Judgment: We are not liable for exercising appropriate professional judgment
• Patient Compliance: We are not liable for non-compliance with professional advice

Service Limitations:

• Emergency Services: We do not provide emergency medical services – call 999 for emergencies
• Scope of Practice: Services limited to pharmacy and pharmacist prescribing scope
• Individual Responses: We cannot guarantee specific treatment outcomes
• External Factors: Not liable for factors outside our reasonable control

Website Disclaimers:

• Information Accuracy: Website information is general guidance only
• Professional Advice: Website content does not replace professional consultation
• External Links: We are not responsible for external website content
• Technical Issues: Limited liability for website technical problems

14. FORCE MAJEURE

We are not liable for any failure to perform our obligations due to circumstances beyond our reasonable control, including:

• Natural Disasters: Floods, storms, earthquakes
• Government Actions: Regulatory changes, lockdowns, restrictions
• Supply Chain Issues: Medication shortages, delivery disruptions
• Technical Failures: Internet outages, system failures
• Staff Illness: Significant staff unavailability due to illness

15. INTELLECTUAL PROPERTY

Our Rights:

• Website Content: All website content is our intellectual property
• Trademarks: TheChemist Live name and logos are our trademarks
• Clinical Materials: Educational and clinical materials are copyrighted
• Software Systems: Proprietary systems and software protected

Your Rights:

• Personal Use: You may use website content for personal healthcare purposes
• No Commercial Use: Commercial use of our content is prohibited
• Attribution: Any permitted use must include appropriate attribution
• Fair Use: Standard fair use provisions apply

16. COMPLAINTS PROCEDURE

Internal Complaints:

1. Initial Contact: Speak to the pharmacist or service manager
2. Formal Complaint: Submit written complaint for formal investigation
3. Investigation: Full investigation within 10 working days
4. Resolution: Written response with proposed resolution

External Complaints:

• NHS Complaints: NHS England for NHS service complaints
• Professional Conduct: General Pharmaceutical Council (GPhC)
• Service Standards: Local Healthwatch or Patient Advice and Liaison Service (PALS)

Healthcare-Specific Complaints:

• Clinical Concerns: Professional clinical concerns to GPhC
• Prescription Issues: NHS England or local Clinical Commissioning Group
• Patient Safety: Care Quality Commission for serious safety concerns

Contact Information:

• Internal Complaints: complaints@thechemistlive.com | [Phone Number]
• GPhC: pharmacyregulation.org | 020 3713 8000
• NHS England: england.nhs.uk | 0300 311 2233

17. TERMINATION

Service Termination by Us:

We may terminate or suspend services if:

• Terms Violation: You breach these terms and conditions
• Professional Concerns: Clinical or professional safety concerns arise
• Inappropriate Behavior: Abusive or threatening behavior toward staff
• Legal Requirements: Required by law or regulation
• Capacity Issues: If we cannot safely provide required services

Service Termination by You:

• At Any Time: You may discontinue services at any time
• Notice Period: Reasonable notice for ongoing treatments
• Outstanding Payments: All outstanding payments must be settled
• Medical Records: We will maintain records according to professional requirements

Effects of Termination:

• Service Cessation: All services will cease except as required by law
• Record Retention: Medical records retained according to professional standards
• Outstanding Obligations: Both parties remain liable for pre-termination obligations
• Transition Support: Reasonable assistance with transition to alternative providers

18. GOVERNING LAW

These Terms are governed by:

• English Law: These terms are governed by English law
• Jurisdiction: English courts have exclusive jurisdiction
• Professional Standards: UK healthcare and pharmacy professional standards apply
• Regulatory Framework: UK healthcare regulatory framework applies

19. CHANGES TO TERMS

Modification Rights:

• Updates: We may update these terms to reflect service or legal changes
• Notice: 30 days notice will be given for significant changes
• Continued Use: Continued use constitutes acceptance of updated terms
• Opt-out: You may discontinue services if you disagree with changes

Types of Changes:

• Legal Updates: Changes required by law or regulation
• Service Updates: Changes to reflect new or modified services
• Safety Updates: Changes to improve patient safety
• Operational Updates: Changes to improve service delivery

20. SEVERABILITY

If any part of these Terms is found to be invalid or unenforceable:

• Remaining Terms: Other provisions remain in full effect
• Reasonable Interpretation: Invalid terms interpreted as closely as possible to original intent
• Professional Standards: Healthcare professional standards continue to apply
• Legal Compliance: Terms remain compliant with applicable law

21. ENTIRE AGREEMENT

These Terms, together with our Privacy Policy and any other policies referenced herein, constitute the entire agreement between you and TheChemist Live regarding the use of our services, superseding all prior agreements and understandings.

22. CONTACT INFORMATION

For terms and conditions queries:

• Email: legal@thechemistlive.com
• Phone: [Phone Number]
• Post: Legal Department, TheChemist Live, [Full Address]

For general inquiries:

• Email: info@thechemistlive.com
• Phone: [Main Phone Number]
• Website: new.thechemistlive.com

For complaints:

• Email: complaints@thechemistlive.com
• Phone: [Complaints Phone Number]

Emergency contact: For medical emergencies, call 999. For urgent prescription queries outside hours, call NHS 111.

These Terms and Conditions are effective from [Date] and replace all previous versions.