Terms and Conditions
1.1. These Terms of Sale (“Supply Terms”) govern the purchase of products via our website (“Site”).
1.2. By placing an order with us, you accept and agree to these Supply Terms.
1.3. We recommend reading these Supply Terms before placing an order, as they contain vital information about who we are, how we provide products, and how we handle issues such as changes to orders and cancellations.
1.4. If you do not agree with these Supply Terms, please refrain from purchasing products from our Site.
Information About Us
2.1. Our Site is operated by City Clinics (“City Clinics”, “we”, “us” or “our”),
2.2. For inquiries, contact us at: Help@city-clinics.co.uk.
2.3. Our clinicians are registered with the General Pharmaceutical Council (GPhC) and hold accredited pharmacist independent prescriber qualifications. They are responsible for issuing prescriptions based on medical evaluations during remote consultations.
2.4. We will contact you using the details provided in your order via phone, email, or post. Any references to “writing” or “written” include emails.
How We Use Your Personal Information
3.1. When placing an order, you will provide personal information. We use this information to:
- Review medical details to ensure clinical appropriateness for prescription-only medicines.
- Process orders and payments, including delivery address and billing information.
- Contact you regarding similar products, with the option to opt-out at any time.
3.2. By purchasing from our Site, you consent to the processing of your personal data as described in our Privacy Policy.
Our Contract With You & The Consultation Process
4.1. After your order is placed, we will confirm receipt via message.
4.2. Prescription-only medicines are provided as a subscription service (details under Subscription).
4.3. Upon receiving your order, a clinician will assess your medical information and approve or reject your treatment plan. A contract is formed upon confirmation of approval, and an order number will be provided. No payment is processed for prescription medicines until approval is granted.
4.4. Prescriptions are electronically transmitted to the pharmacy, which will dispatch the product within one business day.
4.5. If additional information is needed, we will notify you, and your order will not be processed until a response is received. Failure to reply within 10 days will result in order cancellation without charge.
4.6. Treatment plans are indicative, and dispensing will cease if deemed clinically inappropriate by the clinician.
4.7. For non-prescription products, we will confirm order acceptance without the need for a consultation, and payment is processed immediately.
4.8. If we cannot accept your order, you will be notified, and a full refund will be issued.
4.9. Refunds may take up to 10 working days to process.
4.10. We only deliver within the UK. We are not responsible for deliveries outside the UK or onward transport.
4.11. Secure Customer Authentication (SCA) may apply depending on transaction specifics.
Subscription for Prescription-only Medicines
5.1. Prescription-only medicines are sold on a subscription basis, starting with a 12-month commitment (subject to clinical approval). Payments are automatically charged monthly after the initial approval.
5.2. You will receive a reminder email before your subscription expires with details for renewal.
5.3. You can cancel your subscription at any time by notifying us.
5.4. We reserve the right to cancel your subscription with prior notice.
5.5. If you cancel, you will not be charged for future deliveries, but no refunds are issued for dispatched medicines.
Our Service
6.1. Images on our Site are for illustration purposes; actual products may differ.
6.2. All products are subject to availability.
6.3. You must read all accompanying product information, including the Patient Dispensing Label and the patient information leaflet.
6.4. If you experience significant side effects, stop using the product and consult a healthcare professional.
6.5. Some medicines may be re-packaged to aid adherence. The shelf life may be reduced, and medicines should not be taken past their expiry date.
6.6. We may provide specially formulated treatments made to order for specific conditions.
Your Rights to Make Changes
7.1. You can request changes to your order. If feasible, we will notify you of any adjustments to pricing, delivery, or other terms. If the changes are not acceptable, you may wish to cancel the contract (see section 9).
How We Will Provide The Service
8.1. Delivery charges are specified on the Site.
8.2. You will be informed of the expected delivery date during the order process.
8.3. Medicines may be delivered to your address without requiring a signature, and we confirm that no young children or animals are present at the address.
8.4. If the delivery is delayed due to events beyond our control, we will notify you, but are not liable for such delays.
Late Delivery and Failed Delivery
8.5. If we miss the delivery deadline, you can end the contract under the conditions outlined.
8.6. If you opt not to terminate, you can set a new, reasonable delivery deadline.
8.7. If you cancel an order, we will refund the payment for any cancelled products, including delivery charges.
8.8. If delivery fails due to your unavailability, the courier may leave a note to rearrange delivery. If further arrangements cannot be made, the contract may end, and you may be refunded as per the terms above.
Our Rights to End the Contract
9.1. We may end the contract with you in the following circumstances:
- If you breach any of these terms.
- If we cannot deliver your order.
- If we determine that the prescribed medicine is clinically unsuitable.
OWNERSHIP
8.9. You will take ownership of the product(s) once we have received full payment and accepted your order, either from the time of delivery to your specified address or from when you collect the product(s) from us.
SUSPENDING THE CONTRACT
8.10. We may need to suspend the supply of a product in the following circumstances:
- 8.10.1. To manage a technical issue or implement minor changes.
- 8.10.2. To update the product in compliance with relevant laws or regulatory changes.
8.11. If we need to suspend the supply, we will notify you in advance. If the suspension exceeds 30 days, you can cancel the order and receive a refund for any payments made in advance.
8.12. If you fail to pay for the product(s) on time and do not make payment within 10 days of being reminded, we may suspend supply until the outstanding payment is made. We will notify you if we take this step.
CHANGING THE CONTRACT
8.13. We may need to modify the terms of your subscription. We will notify you of any proposed changes. If you disagree with the changes, you have the right to cancel the contract and receive a refund for any undelivered products.
Your Rights To End The Contract
9.1. Your ability to end the contract will depend on the product you purchased, any issues with it, how we have fulfilled our obligations, and when you decide to end the contract:
- 9.1.1. If you wish to end the contract due to something we have done, refer to paragraph 9.2.
- 9.1.2. If you simply change your mind about the product, refer to paragraph 9.3. Please note, prescription medicines cannot be returned for safety reasons.
- 9.1.3. If the product is faulty or doesn’t match the description provided, you may have the right to reject the product, request a repair or replacement, or receive a refund (see paragraph 12).
- 9.1.4. For details on order cancellations, see paragraph 9.4.
9.2. If It’s Something We Have Done:
If you end the contract for the following reasons, it will end immediately, and we will refund any products not provided:
- 9.2.1. We informed you about a change to the supply terms which you do not agree to.
- 9.2.2. There was an error in the price or product description, and you choose not to proceed.
- 9.2.3. We notified you that the product supply may be delayed significantly due to external events.
- 9.2.4. The supply was suspended for more than 30 days due to technical reasons.
- 9.2.5. We did something that legally entitles you to end the contract.
9.3. Changing Your Mind:
If you are unsatisfied with the product, please inform us.
For non-medicinal products, you can change your mind within 14 days of receiving the product. If the order is split into multiple deliveries, the 14-day period starts from the receipt of the final delivery. However, sealed products that are opened or tampered with (unless faulty) cannot be returned.
9.4. Canceling Your Order:
You may cancel your order for medicines until your prescription is issued. To cancel, contact us before receiving confirmation of the accepted order.
How To End The Contract With Us (Including If You Have Changed Your Mind)
10.1. To end the contract, contact us via email at Help@city-clinics.co.uk.
10.2. If you have received the product, return it to us or arrange for collection. We will provide a return label and address upon request.
10.3. If you are exercising your right to change your mind, you must return the product within 14 days of notifying us.
COSTS
10.4. We will cover the return costs if:
- 10.4.1. The product is faulty or doesn’t match the online description.
- 10.4.2. You are ending the contract due to a reason mentioned in “Is it something we have done?”
10.5. For other cancellations (such as changing your mind), you will bear the return costs, which will be equivalent to the standard delivery charges.
REFUNDS
10.6. Once dispensed, medicines cannot be returned or refunded.
For non-medicinal products, if eligible for a refund, the price paid (including delivery) will be refunded via your original payment method. Some deductions may apply.
10.7. If you change your mind and the product has been opened or damaged, we may reduce your refund to reflect the product’s value reduction.
10.8. Refunds will be issued as soon as possible, and within 14 days of receiving the product back.
Our Rights To End The Contract
11.1. We may end the contract if:
- 11.1.1. Payment is not made within 10 days of the reminder.
- 11.1.2. You do not allow us to deliver or collect the products within a reasonable time.
11.2. If we end the contract, we will refund any advance payments for undelivered products but may deduct reasonable compensation for any costs incurred.
If There Is A Problem With The Service
12.1. For any issues, contact us at Help@city-clinics.co.uk.
12.2. We have a legal duty to provide products as described, of satisfactory quality, and fit for their intended purpose.
12.3. If you wish to reject a product, return it to us or arrange collection. We will cover the postage or collection costs.
Price And Payment
13.1. Product prices (including VAT) will be displayed at the time of your order. If a pricing error occurs, we will inform you and ask whether you want to proceed with the corrected price.
13.2. Payment must be made before the products are dispatched. We accept major credit/debit cards.
Our Responsibility For Loss Or Damage Suffered By You
14.1. Our liability is limited to the price of the products ordered for domestic use only. We are not responsible for business losses.
14.2. Our maximum liability is the price paid for the products.
14.3. We are not liable for unforeseeable losses or damages.
14.4. We do not exclude or limit liability for death, personal injury, fraud, or breaches of legal rights.
Written Communication
15.1. We communicate electronically for legal purposes. All contracts and notices provided by email or posted on our site are legally compliant with written communication requirements.
Other Important Terms
16.1. We may transfer our rights and obligations to another entity.
16.2. The contract is between you and City Clinics. No third party has the right to enforce it.
16.3. If any part of these terms is deemed unlawful, the remaining terms will remain valid.
16.4. Delays in taking action on breaches do not prevent us from enforcing the terms later.
16.5. These terms are governed by English law. Legal proceedings may be brought in English courts or EU courts.
16.6. Alternative dispute resolution may be available if you are unsatisfied with our handling of a complaint.
