Last updated: 01/01/2026
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”: 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: 9011397
- Responsible Pharmacist: Muhammad Rafiq (2217138)
- 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
- Secure Delivery: Secure delivery of test results
Patient Responsibilities:
- Pre-test Instructions: Follow pre-test instructions (fasting, medications)
- Medical History: Provide complete medical history and current medications
- Results Collection: Collect results promptly or arrange secure delivery
- Follow-up: Attend recommended follow-up consultations
Result Limitations:
- Professional Interpretation: Results require professional interpretation
- Reference Ranges: Results compared to standard population references
- Clinical Context: Results must be considered with clinical symptoms
- GP Referral: Abnormal results may require GP referral
8. TRAVEL HEALTH SERVICES
Vaccination Services:
- Yellow Fever Centre: Official Yellow Fever vaccination center
- Qualified Professionals: All vaccines given by qualified healthcare professionals
- Certificates: International vaccination certificates provided where required
- Monitoring: Post-vaccination monitoring and adverse event reporting
Travel Health Consultations:
- Destination Advice: Destination-specific advice based on travel itinerary
- Risk Assessment: Individual risk assessment based on health status and travel plans
- Prevention: Advice on malaria prevention, food/water safety, general precautions
- Emergency Guidance: Guidance on health emergencies while traveling
Vaccination Requirements:
- Advance Booking: Some vaccines require advance booking
- Course Completion: Multiple-dose vaccines must be completed per schedule
- Suitability: Some individuals may not be suitable for certain vaccines
- Records: 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, online payments
- NHS Charges: Standard NHS prescription charges where applicable
- Full Payment: Full payment required for private consultations and treatments
Payment Processing:
- Secure Processing: All payments processed securely
- Third-Party Systems: Payment processing through secure third-party systems
- Receipts: Receipts provided for all payments
- Refunds: Refunds according to refund policy
Insurance Claims:
- Documentation: Necessary documentation provided for insurance claims
- Direct Billing: Direct billing available with certain providers
- Coverage: Cannot guarantee insurance coverage or reimbursement
10. CANCELLATION AND REFUND POLICY
Appointment Cancellations:
- 24+ Hours Notice: No charge
- Less Than 24 Hours: 50% charge may apply
- No-show: Full charge may apply
- Emergencies: Medical emergencies considered individually
Service Refunds:
- Service Not Provided: Refunds available if service not provided as agreed
- Unopened Medications: Unopened medications may be returned within 28 days
- Treatments Not Commenced: Refunds for treatments not yet commenced
- Processing Time: Refunds processed within 14 working days
Non-Refundable Services:
- Professional Time: Professional time and advice provided
- Used Medications: Opened or used medications
- Bespoke Treatments: Treatments specifically prepared for individual
- Incurred Costs: Laboratory fees, vaccine costs already incurred
11. DELIVERY SERVICES
Delivery Terms:
- Coverage: Delivery available across Greater Manchester
- Standard Delivery: Standard delivery within 48 hours
- Same-day: Same-day delivery available for urgent prescriptions (additional charge)
- Packaging: All medications packaged securely and discreetly
Delivery Responsibilities:
- Correct Address: Must provide correct delivery address
- Availability: 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:
- Attempts: Up to 3 delivery attempts
- Returns: Items returned to pharmacy after failed deliveries
- Redelivery: Redelivery charges may apply
- Temperature-Sensitive: Special handling for temperature-sensitive medications
12. WEBSITE TERMS
Acceptable Use:
- Lawful Purposes: Website must be used for lawful purposes only
- Accurate Information: Must provide accurate information in all forms
- No Disruption: Do not attempt to disrupt or damage website functionality
- Intellectual Property: Respect intellectual property rights
Website Availability:
- Best Efforts: Best efforts to maintain website availability
- Maintenance: Scheduled maintenance may cause temporary unavailability
- Technical Issues: Not liable for technical disruptions
- Alternative Access: Phone and in-person services remain available
User Accounts:
- Account Security: Users responsible for maintaining account security
- Passwords: Use strong passwords and keep confidential
- Unauthorized Access: Report any unauthorized access immediately
- Suspension: Accounts may be suspended for violations
13. LIABILITY AND DISCLAIMERS
Professional Liability:
- Indemnity Insurance: Maintains appropriate professional indemnity insurance
- Clinical Negligence: Liable for clinical negligence according to law
- Professional Judgment: Not liable for exercising appropriate professional judgment
- Non-compliance: Not liable for non-compliance with professional advice
Service Limitations:
- No Emergency Services: Do not provide emergency medical services — call 999 for emergencies
- Scope: Services limited to pharmacy and pharmacist prescribing scope
- No Guarantees: Cannot guarantee specific treatment outcomes
- Force Majeure: Not liable for factors outside reasonable control
Website Disclaimers:
- General Guidance: Website information is general guidance only
- Not a Substitute: Website content does not replace professional consultation
- External Content: Not responsible for external website content
- Technical Problems: Limited liability for website technical problems
14. FORCE MAJEURE
We are not liable for failure to perform obligations due to circumstances beyond 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 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 trademarks
- Clinical Materials: Educational and clinical materials are copyrighted
- Systems: Proprietary systems and software protected
Your Rights:
- Personal Use: May use website content for personal healthcare purposes
- No Commercial Use: Commercial use of 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 pharmacist or service manager
- 2. Formal Complaint: Submit written complaint for 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: admin@thechemistlive.co.uk | 0161 543 6622
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: Terms violation or breach
- Safety Concerns: Clinical or professional safety concerns arise
- Abusive Behavior: Abusive or threatening behavior toward staff
- Legal Requirements: Required by law or regulation
- Service Limitations: Cannot safely provide required services
Service Termination by You:
- Discontinuation: May discontinue services at any time
- Notice: Reasonable notice for ongoing treatments
- Outstanding Payments: All outstanding payments must be settled
- Records: Medical records maintained according to professional requirements
Effects of Termination:
- Services Cease: All services cease except as required by law
- Record Retention: Medical records retained per professional standards
- Liability: Both parties remain liable for pre-termination obligations
- Transition: Reasonable assistance with transition to alternative providers
18. GOVERNING LAW
- English Law: 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: May update terms to reflect service or legal changes
- Notice: 30 days notice given for significant changes
- Acceptance: Continued use constitutes acceptance of updated terms
- Disagreement: May discontinue services if disagreeing with changes
Types of Changes:
- Legal: Changes required by law or regulation
- Service: Changes to reflect new or modified services
- Safety: Changes to improve patient safety
- Delivery: Changes to improve service delivery
20. SEVERABILITY
If any part of these Terms is found invalid or unenforceable:
- Other provisions remain in full effect
- Invalid terms interpreted as closely as possible to original intent
- Healthcare professional standards continue to apply
- Terms remain compliant with applicable law
21. ENTIRE AGREEMENT
These Terms, together with our Privacy Policy and any other policies referenced, constitute the entire agreement between you and TheChemist Live regarding your use of our services, superseding all prior agreements and understandings.
22. CONTACT INFORMATION
For terms and conditions queries:
Email: admin@thechemistlive.co.uk
Phone: 0161 543 6622
Post: Legal Department, TheChemist Live, 210 Bury New Road Manchester M456GG
For general inquiries:
Email: admin@thechemistlive.co.uk
Phone: 0161 543 6622
For complaints:
Email: admin@thechemistlive.co.uk
Phone: 0161 543 6622
Emergency contact: For medical emergencies, call 999. For urgent prescription queries outside hours, call NHS 111.
