Online Doctor terms and conditions

This Online Doctor service is provided by Expert Health Limited trading as LloydsPharmacy Online Doctor. By using this service you are confirming that you understand and agree to be legally bound by these Terms and Conditions.


Introduction and responsibilities

1. About us

LloydsPharmacy Online Doctor is a trading name of Expert Health Limited, a company incorporated in England and Wales under company number 4058287. For healthcare regulatory purposes, the LloydsPharmacy Online Doctor service is overseen by the Registered Manager. Expert Health Ltd is included in the Lloyds Pharmacy Ltd VAT group under registration number 222 5169 87. LloydsPharmacy Online Doctor can be contacted as follows:

Phone: 020 7989 9888

Mail: Expert Health Limited, Mezzanine Floor, 50-54 Wigmore Street, London, W1U 2AU, United Kingdom

Fax: +44 (0)20 7184 9494

2. Professional standards and qualifications

The Online Doctor service involves the provision of information, advice, testing and treatment for a range of medical conditions. To ensure quality care, our clinicians will also follow up with some patients. Services are provided by qualified doctors and independent prescribing pharmacists (collectively ‘clinicians’) who are registered with the General Medical Council or the General Pharmaceutical Council in the UK. LloydsPharmacy Online Doctor is registered with the Care Quality Commission, the English independent healthcare regulator, under registration number 1-101725251. This registration permits us to prescribe medicines and provide testing services without meeting patients face to face. Additionally  Online Doctor is registered with The Regulation and Quality Improvement Authority, the Northern Irish independent healthcare regulator, under registration number 11992. All of our clinicians comply with the requirements of their professional bodies, the standards set by the healthcare regulators we are registered with and, importantly, the General Medical Council guidelines on remote prescribing.  Full details of our registrations and how we are regulated are here.

3. Privacy and security

Your privacy is important to us and the following information explains how we will use and protect it.

a. Privacy of your information

LloydsPharmacy and its group of companies complies with all relevant Data Protection legislation. We will use the information you provide with other information we obtain about you to administer and provide the goods and/or services you request. We will not share your personal information with any organisation other than those directly involved in delivering these services, namely the dispensing pharmacy, LloydsPharmacy, and our partner laboratory; The Doctors Laboratory, and Royal Mail and DPD where you have selected a delivery option.

In particular, please note that, as stated in our Privacy Policy, with your consent and provided you send us in writing the name and fax number for your GP, we will always offer to inform your GP of any medicines that our clinicians prescribe. However, please note that in certain situations, we may need to contact a healthcare professional, social services or the emergency services without your consent. This includes but is not limited to situations where we may believe that you are, or someone else is at risk of neglect, sexual, physical or emotional abuse; a serious crime has occurred or may occur, or where it is considered that someone may be at risk of significant harm or serious addiction as a result of the information we receive; if we have significant concerns about your health and/or wellbeing; or where this is otherwise required by law.

b. Security

LloydsPharmacy Online Doctor uses security technology, including firewalls and Secure Socket Layers to protect information submitted through this website and has procedures in place to ensure paper and computer systems and databases are protected against unauthorised disclosure, use, loss and damage. Nevertheless, electronic transmissions are never completely private or secure and there is a risk, therefore, that any electronic communications sent may be intercepted and potentially read by others. You should, therefore, ensure that any computer, device or telephone you use to access your online patient record is suitably protected from potential interception.

c. Direct marketing

Where a patient has given their explicit consent, LloydsPharmacy Online Doctor, LloydsPharmacy Limited and any other group Company may send direct marketing materials to the patient by email to the contact email address provided by the patient.

4. Registration

In order to use the Online Doctor service, you will be required to register with Online Doctor and create a personal secure online patient record. We reserve the right to suspend or terminate access at any time if we believe that your continued use of our services will prejudice others or us. By registering to use the Online Doctor service, you:

a. confirm that the information you provide is accurate and complete; and

b. agree to keep your username and password confidential and to take reasonable steps to protect and not to share the login details for your online patient record with anyone; and

c. confirm that you are aged 18 or over.

Verifying your identity

We use Onfido Limited to verify that our patients are genuine - this is a legal requirement for some of our services and is performed once only, where applicable.  Verification will take place at your first applicable order after implementation whether you are a new or existing patient.

Where applicable, the information provided by you at registration and/or checkout will be validated by Onfido Limited (Company Number: 07479524) ("Onfido") and used for the purpose of identity verification. You have a right of access to your personal records held by credit reference and fraud prevention agencies and by Onfido. Your rights are set out in the Onfido Privacy Policy. Onfido may be contacted at: Onfido Ltd, 40 Long Acre, Covent Garden, London WC2E 9LG.

By registering with us and using our service you agree as follows:

  • Onfido and/or any of their appointed agents can carry out all necessary searches, including searches of consumer credit records, in order to verify my information.
  • It is my responsibility to have read Onfido’s Privacy Policy and I agree to all my personal information being processed in accordance with Onfido's Privacy Policy.
  • I confirm to the best of my knowledge having exercised all due skill and care that the information I have given is complete, true and correct.
  • Please view our Privacy Policy for further information on what we do with your data.

5. Our commitment to you

Each of our clinicians commits to:

a. Professional responsibility

Take professional responsibility for each patient who uses the Online Doctor services to the same extent as a doctor would have responsibility when meeting a patient face to face.

b. Compliance

Provide a professional and transparent service that complies with General Medical Council Guidelines on remote prescribing, the Fundamental Standards as interpreted by England's healthcare inspectorate, the Care Quality Commission, and clinical best practice in England.

c. Provide identification

Volunteer their name and General Medical Council/General Pharmaceutical Council professional registration number when prescribing medicines and communicating with patients.

d. Prescribe in the best interest of the patient

Prescribe medicines only when in their professional judgement it is in the patient's best interests to receive the medicine being requested and, accordingly, to refuse to prescribe medicines when they believe it is not in the patient's best interests to receive medicines without the benefit of a face to face consultation.

e. Privacy

Take all reasonable steps to protect patients' personal information as described in our Privacy Policy.

6. Your commitments when using the Online Doctor

As the patient, you commit to:

a. Accurate information

Answer all questions truthfully and fully.

b. Personal registration

Not register more than once.

c. Registration for someone other than yourself

Not register or complete questionnaires on behalf of anyone other than yourself.

d. Comply with instructions

Read carefully, each message uploaded into your secure online patient record before taking any medicines that our clinicians have prescribed and to comply with any instructions given for each medicine. If you are uncertain as to how to use a testing kit or take any medicine we have provided to you, you will contact us and not use the kit or medicine until you have sufficient information from us and understand the correct instructions.

e. Decisions at Online Doctor

Accept Online Doctor's decision when our clinician determines that it is not in your best interests to receive the requested medicine without the benefit of a face to face consultation.

f. Abusive Behaviour

Treat our Clinicians and staff with respect. We do not tolerate abusive behaviour. In the event of such behaviour we are within our rights to deactivate your patient record and refund any open orders.

g. Notify your GP

For select services it is mandatory that we notify your GP of your treatment with us. However, we will always offer to notify your GP of any medicines that we have prescribed, but if you decline to take up our offer to contact your GP, it is your responsibility to notify your GP. If you decide not to notify your GP, it is important that you keep a record of any medicines that we have prescribed. However, please note that in an emergency situation, we may need to contact a healthcare professional, social services or the emergency services without your consent, even where you have declined any of our offers to contact your GP.

h. Protect medicines

Ensure that no-one other than yourself has access to any medicines that we make available to you.

i. Expiry date

Ensure that any medicines prescribed in advance of need are not used beyond their expiry date.

i. Notify side-effects

Inform LloydsPharmacy Online Doctor via your online patient record if you experience any side-effects from any medicines we make available to you or if you think that any medicine we made available to you has not been effective.

Ordering Medicines and Online Doctor Services

7. Information and advice

The information and advice provided by LloydsPharmacy Online Doctor when you use the service is based on the information you have supplied to us. It is your responsibility to ensure this information is correct and complete and you accept that failure to do so (whether intentionally or not) will affect the information and advice we give to you and the medicines we supply to you and, as such, may have consequences for which we are not responsible. We aim to respond to all requests for information and advice within two business days – business days being Monday to Friday, excluding public holidays.

Follow up:

Our clinical team may contact you to check how you are getting on after using the service.

One of our team may also contact you for feedback about your service experience to help us improve to ensure we meet your needs.

From time to time we use anonymised or pseudonymised information (this means it is impossible to identify individuals) to carry out an evaluation of our service, to report on and improve the standards of clinical care and service we provide, and to help inform good clinical practice.

8. Other services

a. Testing services

Testing services cover only those conditions and infections that are specified for that particular testing service on this website. In particular, any testing services reliant upon a urine sample or a vaginal swab will not detect any infections in the throat or anus. All tests that are offered through this website are from reputable laboratories and are of the standards expected for the clinical purpose but as with all tests, no test can be 100% accurate and all tests are subject to a ‘window period’. The ‘window period’ for each test is made clear on the website.

b. Subscription plans

By signing up to one of our subscription plans, you agree to be charged the repeat payment of the specified amount from the payment card you used when signing up to the service. This is known as a Continuous Payment Authority. If your payment fails and you do not update your card details when prompted, your plan will automatically be terminated. You can cancel your plan at any time by contacting our Customer Services team and you will not be charged a cancellation fee. However, if your treatment has already been sent out when you attempt to cancel, you may still be charged for that specified payment. Our doctors have the right to review your suitability for your treatment plan at any given time and can terminate your plan if they deem you unsuitable for the service. You are also required to complete a clinical review every six months or one year depending on what plan you have signed up for, however, if you do not complete the review questionnaire before your next treatment is due, your plan will be automatically terminated and you will be notified of this.

9. Pricing

All prices on this website are in pounds sterling and include VAT unless expressly stated otherwise. We take care to ensure that all pricing information on our website is accurate but occasionally there may be an error. In the event that an error has occurred and the price charged is too high, we will identify all those that have overpaid and refund the difference.

10. Placing and cancelling an order

When you place an order for medicines or take up a service that involves the prescribing of medicines this will require us to perform an assessment of your clinical suitability for the medicines before the medicines can be approved for supply. You agree to us commencing this service and an assessment of your clinical suitability for medicines when you place the order and, as such you will have no legal right to cancel your order under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. However, for unused postal testing kits and goods that do not require a prescription, you can change your mind and cancel your order provided you do so within fourteen calendar days of delivery. For orders containing multiple goods/testing kit items, this will be within fourteen calendar days of delivery of the last testing kit or goods item. For any other item which is not a medicine, testing kit or goods, but requires us to provide a service alone or a service before approving items for supply, you have the right to cancel up to fourteen calendar days after the contract commences, however, where we have already begun to provide that service at your request, you will still be liable for costs relating to the service we have already provided. See paragraph 20 below for further details.

11. Concluding a binding contract

When we receive an order from you to purchase goods or services from us, we will confirm that we have received the order by sending a confirmation email to the contact email address that you supplied. Your order is an offer to purchase an item and will not be binding on us until we either prescribe your medicine, dispatch a testing kit or other goods, or otherwise commence a clinical service, whichever occurs first. Professional codes of conduct and legal restrictions may limit the number and frequency of any item we are permitted to supply to you and, as such, we have no obligation to supply quantities exceeding the relevant permitted maximum and will charge only for those we do supply. We reserve the right to reject any order.

12. Delivery costs

Patients can choose between Next-Day Delivery, charged at £4.95, or FREE Standard Delivery for testing packs, goods or medicines that are sent in the post. Delivery is not charged on orders for medicines or goods where these are to be collected in a LloydsPharmacy store.

13. Payment and refunds

In providing payment card details, you confirm that you are authorised to use the card and authorise us, or our payment service provider, to take payment in full for the items in your order and any associated delivery fees and any other charges that become due to us under these terms and conditions. The transaction will appear on your bank or card statement as 'Lloyds Online'.

Refunds, if applicable, will only be made using the payment gateway (e.g. Sagepay) to the card originally used for payment. Refunds may take up to five working days to appear on a card statement.

All of our prescriptions are valid for six months from the prescription date. When you place an order for a medicine and nominate a pharmacy for collection, if our clinicians approve your order and prescribe, you must collect the medicine within six months. After this time, you will not be entitled to a refund.

If you choose to pay via PayPal, then your use of the PayPal service is governed by the PayPal user agreement in force from time to time. Please refer to the PayPal user agreement for details of the terms and conditions applicable to payments and refunds processed through PayPal.

14. Authorisation of orders for medicines

Our clinicians can only make a decision as to whether it is in the best interests of the patient to receive a medicine when the clinician has all relevant information. On occasion, this may require the clinician to ask the patient for additional information further to the information that was provided in response to an online questionnaire.

15. Non-availability/substitutes

In the event that a patient’s chosen pharmacy is unable to fulfil a prescription  or supply goods ordered, we will contact the patient to agree an alternative pharmacy that we have already identified as having the item available. The original prescription/order will be revoked and a new prescription/order will be sent to the new pharmacy.

16. Delivery of orders

LloydsPharmacy will dispense all medicines and supply all goods. Medicines and goods for delivery by post will be dispatched normally within one working day of the clinician authorising the supply of the medicine. All medicines and goods for delivery by post are sent out either using DPD Next-Day Delivery, Royal Mail Tracked 24, or Royal Mail FREE Standard Delivery, based on the patient’s preference and time of order.

For Next-Day Delivery:

  • Orders placed before 4pm Monday to Thursday: delivered by DPD the next working day.
  • Orders placed between 4pm Thursday and 4pm Friday: delivered by Royal Mail Tracked 24® on Saturday.
  • Orders placed after 4pm Friday, on weekends, or to addresses outside UK mainland: delivered by DPD within 2 working days.  

For FREE Standard Delivery, Royal Mail will aim to deliver your medicines within 3-5 working days following order placement, and may also deliver on Saturdays. Please note, you will not be able to change your delivery method once you have placed an order.

Our test kits are sent via Royal Mail using either Next-Day Delivery or FREE Standard Delivery.

Those opting for Next-Day Delivery should order before 1pm Monday to Friday. Orders placed after 1pm on Friday or over the weekend will be delivered within 2 working days.

Select ‘Next-Day Delivery’ at your online checkout and note that a £4.95 charge will be added for this express service.

Those opting for FREE Standard Delivery will receive their test kit within 3-5 working days following order placement. Select ‘Standard Delivery (3-5 days)’ at your online checkout for this delivery method.

All packaging is discreet and test kits do not need to be signed for on arrival. 

17. Signature on delivery of medicines/goods

It is your responsibility to ensure that someone is available to sign for any medicines/goods that are delivered at your chosen delivery address. The person signing for medicines/goods does not need to be the named patient. For FREE Standard Delivery orders, if you are not home when your package arrives Royal Mail will leave a red calling card. This will show whether a neighbour signed for your package or detail the post office in which your package will be held. It is your responsibility to ensure that the person signing for the medicines/goods delivers them to you. In the event that the packaging is opened after delivery, we will have no liability to you for lost or damaged items or for what third parties find out about you as a result. Testing kits are sent via Royal mail either by First Class or FREE Standard Delivery post, so do not require a signature on delivery.

18. Collecting medicines/goods from a participating store

If you opt to collect your medicines from a participating LloydsPharmacy store, before doing so you need to check your online patient record to ensure a clinician has approved your medicine. You also need to telephone the pharmacy to check they have the medicine in stock. If you ordered goods only, you need to telephone the pharmacy to check they have those goods in stock. In both cases, please be aware that if there are availability issues at your nominated pharmacy, it may not be possible to pick up your approved medicines/goods on the same day as you ordered them.

19. Notification of errors

You should check the content of each delivery promptly upon receipt. If you believe that items have been sent to you in error you should contact us immediately via your online patient record.

20. Refunds and your right to cancel

For testing services, you have the right to cancel up to fourteen calendar days after the testing kit has been delivered to you or the person who signs for it, or until such time that you use the testing kit, which ever is the earlier. For goods that do not require a prescription, you have the right to cancel your order within fourteen calendar days of receipt. For orders with multiple goods items, this will be within fourteen calendar days of delivery of the last testing kit or goods item. This right does not apply to medicines. For any other item which is not a medicine but requires us to provide a service alone or a service before approving the items for supply where we have begun to provide the service with your agreement, you have the right to cancel up to fourteen calendar days after the contract commences, however, where we have already begun to provide that service at your request, you will still be liable for costs relating to the service we have already provided. If you are within your rights to cancel your testing kit/goods and obtain a refund or for any concerns regarding a damaged/faulty product or kit, contact LloydsPharmacy Online Doctor Customer Services on 020 7989 9888. Return of a testing kit/goods item will be at your own expense unless damaged or faulty. All refunds will be processed within three working days of LloydsPharmacy Online Doctor agreeing to the refund but may take up to five working days to appear on your bank or card statement where you will see the transaction as 'Lloyds Online'.

Liability if the service is not as expected

The Online Doctor service is operated by LloydsPharmacy, and LloydsPharmacy has no liability to you in respect of your use of the service. You agree that any claim you make in connection with the Online Doctor service will only be brought against LloydsPharmacy Online Doctor.

22. Our liability to you

LloydsPharmacy Online Doctor accepts full clinical responsibility for all of its patients to the full extent that the law requires. We will not be liable for any loss or damage (in contract negligence or otherwise) where:

There is no breach of a legal duty of care owed to you by us or;

The loss or damage is not a reasonably foreseeable result of any such breach or;

Any loss or damage or increased risk of loss or damage results from a breach by you of these Terms and Conditions.

In particular, we are not responsible for:

a. loss or damage caused by you providing inaccurate or incomplete information;

b. loss of your emotional well-being including, but not limited to, any embarrassment caused;

c. loss of income or anticipated profits;

d. loss of opportunity;

e. loss of goodwill or injury to reputation;

f. losses suffered by third parties; or

g. any indirect, consequential, special or exemplary damages arising from the use of the service regardless of the form of action.

Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence or for fraud or fraudulent misrepresentation. Nothing in these Terms and Conditions affects your statutory rights.

23. Information on this website

We take care to ensure that all information available on our website about our business, services and any products mentioned is accurate. However, these are continually developing and, occasionally, the information may be out of date. General medical information provided on the website – as opposed to personalised information uploaded into your online patient record - is not a substitute for specific and personalised medical advice and should not be read or used as such.

24. Links from this website

We may, from time to time, provide links from this website to websites that are owned and controlled by third parties. These links are provided only for your convenience and we have no control over and will have no liability in respect of those websites.


25. Use of the Online Doctor service outside of the United Kingdom

LloydsPharmacy Online Doctor makes no claims or representations that any or all of the content on this website, or the Online Doctor service may be lawfully viewed, downloaded or used outside the United Kingdom. Unless otherwise expressly stated, the content, this website and the Online Doctor service is directed solely at users who access this website from within the United Kingdom.

If you choose to access the website from outside of the United Kingdom you do so at your own risk and are responsible for compliance with the laws of our jurisdiction.

26. Third party rights

Nothing in these Terms and Conditions is intended to, nor shall it confer a benefit on any third party under the Contracts (Rights of Third Parties) Act 1999 and a person who is not a party to these Terms and Conditions has no rights to enforce them.

27. Waiver

No delay or decision not to enforce rights under these Terms and Conditions will constitute a waiver of the right to do so and will not affect rights in relation to a subsequent breach.

28. Governing law

These Terms and Conditions are subject to the laws of England and Wales and each of us hereby submits to the non-exclusive jurisdiction of the English and Welsh courts.



Page updated 10/07/19

ED campaign

The promotional code can only be used on consultations for erectile dysfunction.
This offer is valid from 00:00 09/04/2020 until 23:59 26/04/2020.
Enter code at checkout.
Please note that all prescription treatments require a medical consultation from one of our clinicians.

Monthly prize draw competition - 2019


Expert Health Limited, (trading as LloydsPharmacy Online Doctor), is running a monthly prize draw for those providing feedback on our services.  

Prize Draw Terms and Conditions:

1.    The prize draw is open to residents of the United Kingdom aged 18 and over.
2.    Employees, suppliers, representatives and agents of Expert Health Limited (and its affiliates) and their immediate families are not entitled to enter the prize draw.
3.    The prize draw is free to enter.
4.    The prize draw will start on 1st November 2019 and will continue for as long it is made available by the Promoter.
5.    A winner will be chosen every month and each monthly prize draw will open on the first day of the month and close on the last day of the month (a “Prize Draw Period”).  
6.    Entry for a prize draw is dependent on the submission of a verified TrustPilot review before the end of the relevant Prize Draw Period. Reviews must be verified in order to be eligible for the prize draw.
7.    All entries must be received before the end of the respective Prize Draw Period.
8.    All entries received after the Prize Draw Period will be placed into the following month’s draw.
9.    One (1) winner per month will be selected at random and a cheque payable to the winner for the amount of 50.00 will be sent to the winner, subject to the provisions of paragraph 11.
10.    The Promoter is responsible for administering the prize.
11.    The winner will be notified by phone or via their Patient Record within 14 days of the end of the Prize Draw Period. Within 72 hours of the date of the Promoter’s notification the winner must respond to either accept or decline the prize and confirm their full name and address. If the winner fails to respond within the timeframe or declines the prize, an alternative winner may be selected by the Promoter.
12.    The prize is non-exchangeable, non-transferable and no other cash alternative is offered.
13.    By taking part, entrants are deemed to have accepted these prize draw terms and conditions.
14.    The Promoter reserves the right to hold, void, suspend or withdraw the prize draw at any time, in its sole discretion.
15.    The Promoter reserves the right (at its sole discretion) to disqualify any individual it finds to be attempting to undermine the entry process, and/or the legitimate operation of a prize draw; or otherwise fails to comply with these prize draw terms and conditions.
16.    The decision of the Promoter is final and binding on all entrants.
17.    The Promoter is not responsible for late, lost, misdirected, mechanically reproduced, misdelivered, incomplete, illegible, or unintelligible entries, messages or post; unavailable network connections; failed, incomplete, garbled, or delayed computer transmission; on line failures; hardware software or other technical malfunctions or disturbances; or any other communications failures or circumstances affecting, disrupting or corrupting the prize draw in any manner including without limitation, receipt of entries, entrance ability to participate in the prize draw, winner notification, or winner response to notification.
18.    The Promoter is not responsible for any damage to an entrant's computer or electronic equipment occasioned by participation in a prize draw or downloading of any information necessary to participate in a prize draw.
19.    The prize draw will be governed by English law and entrants to the prize draw submit to the exclusive jurisdiction of the English courts.
20.    By accepting the prize, the winner acknowledges that they may be asked to participate in publicity. The winner can refuse to take part in such publicity. For more information on how we may use your personal information, please see our privacy notice located at:  
21.    The promoter of the prize draw is Expert Health Limited, trading as LloydsPharmacy Online Doctor (the “Promoter”), located at Walsgrave Triangle, Sapphire Court, Coventry, CV2 2TX.

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