Terms and Conditions

1. What DocMedX is

DocMedX exists to remove the barrier between the patient, the doctor and the pharmacy. On one platform you can describe your condition, be assessed by an independent doctor, receive a prescription if the doctor decides one is right for you, and have it dispensed and delivered by an independent pharmacy.

DocMedX Ltd, Dept 7018, 196 High Road, Wood Green, London, United Kingdom, N22 8HH (company number 17408698, info@docmedx.com, +447893932336) builds and runs the platform and the checkout through which you pay the doctor or the pharmacy. We do not practise medicine, we do not sell medicines and we do not hold your money. The doctors and pharmacies on the platform are independent, regulated professionals who are responsible for their own work.

2. What you can do on the platform

Treatment requests. You answer a structured medical questionnaire for a condition we cover. An independent doctor reviews your answers, may ask you follow-up questions, and decides whether to prescribe, to decline, or to refer you for in-person care.

Video consultations. You book a live video appointment with a doctor of your choice at a time they have made available.

Prescriptions. If a doctor prescribes, you receive a private prescription. You can order the medicine from a partner pharmacy on the platform or take the prescription to any other pharmacy.

Medicines and health products. You buy from partner pharmacies through the platform. Prescription-only medicines are shown to you only when you hold a valid prescription for them or have an active treatment request for the condition.

Knowledge centre. Free information pages. They are general information, not personal medical advice.

3. Who you are dealing with

For medical assessment, consultations and prescriptions, your contract is with the doctor who treats you. The doctor decides what is clinically right for you. We never influence that decision and we never pay a doctor for prescribing.

For medicines and products, your contract is with the pharmacy that dispenses your order. A pharmacist checks every prescription before dispensing and may refuse to supply.

For the platform and your account, your contract is with DocMedX. When you pay, your card is charged by the pharmacy or the doctor on their own payment account, and their name appears on your statement. DocMedX operates the checkout and is paid a fee by the pharmacy or doctor, not by you.

DocMedX is an information society service. We connect you with independent doctors and pharmacies and provide information about conditions and treatments. We are not a healthcare provider, we do not employ the doctors or pharmacies, and we act as an intermediary in the sense of the EU Digital Services Act for the content our partners and users place on the platform.

Every doctor and pharmacy on the platform is registered with the regulator of the country in which they practise. In the United Kingdom these are the General Medical Council and the General Pharmaceutical Council; in Germany the Landesärztekammer and the Landesapothekerkammer of the partner's federal state. Each partner's registration details are shown in their profile.

4. What you pay

The price you see is the price you pay. Every price is shown to you, including VAT where it applies, before you confirm. There are no hidden platform fees. DocMedX is paid by the pharmacy or doctor out of the prices shown, not by a separate charge to you.

Treatment request. Free. The doctor's assessment of your request costs you nothing, whether or not the doctor prescribes. The doctor is paid by DocMedX.

Video consultation. The fee is set by the doctor and shown in their profile. You pay it to the doctor when you book.

Medicines and products. Prices are set by the pharmacy and shown in the shop. You pay the pharmacy when you place the order, together with the delivery charge shown at checkout.

Browsing, creating an account and reading the knowledge centre are free.

5. How you pay

You pay through Stripe Checkout using the payment methods shown. For medicines your payment goes to the pharmacy; for a consultation it goes to the doctor. DocMedX does not hold your money. We do not see or store your full card details.

You are charged when you book a consultation or place an order. You receive a confirmation and receipt by e-mail. Where a payment fails or is reversed for a reason you are responsible for, the pharmacy or doctor may pass the resulting costs on to you.

All refunds go back to the payment method you used, from the pharmacy's or doctor's account. Refunds are issued by our team through the platform, not automatically, so please allow a few days for them to show on your statement.

6. Treatment requests and prescriptions

Your questionnaire is reviewed by a doctor personally, normally within 24 hours on working days. If the doctor needs more information, we will message you through the platform.

The doctor may decline to prescribe. Remote treatment is not right for every condition or every person. If the doctor declines, they will tell you why and what to do next. There is nothing to pay either way.

If the doctor prescribes, your private prescription is available in your account. It states how long it is valid and how many times it can be used. You may use it at any pharmacy, not only the partner pharmacies on the platform.

A doctor may issue your prescription in their own prescribing system and link it to your account by scanning its code. That prescription remains the doctor's and works the same way.

A doctor may revoke a prescription for medical reasons. You will be told, and a revoked prescription cannot be ordered against.

We never create, change or sign prescriptions, and we do not guarantee that a prescription will be issued or that a particular medicine will be prescribed.

7. Ordering medicines and delivery

When you order from a partner pharmacy, a pharmacist checks your prescription and the order before dispensing. If the pharmacist cannot supply, the order is cancelled and you receive a full refund.

Orders are dispatched within one working day of acceptance, or two working days for items that need cold storage, using a tracked service in plain, tamper-evident packaging. Your tracking reference appears in your account.

Delivery is available to the countries shown at checkout. Delivery times shown at checkout are estimates.

Medicines come with the patient information leaflet and a dispensing label. Read them before use. If you have a question about a medicine you have received, contact the pharmacy through your order page.

If an order arrives damaged, incomplete or wrong, tell us within 14 days through your order page. The pharmacy will replace it or refund you.

8. Video consultations

Choose a doctor and a time from their calendar. You receive a link to join. Join a few minutes early and test your camera and microphone.

Cancelling. Cancel 24 hours or more before the start and you pay nothing. Cancel later, or miss the appointment, and 50 % of the consultation fee is charged.

If the doctor cancels or does not attend, you receive a full refund or may rebook at no charge.

If a technical problem on our side prevents the consultation, we refund you or rebook you at no charge.

9. Your right to cancel and refunds

Platform account. You may close your account at any time. If you are a consumer, whether in the UK or in the EU, you also have the statutory right to withdraw from your contract with us within 14 days of creating your account, without giving a reason, using the contact details in section 1 or the model form at the end of these terms. The same 14-day right applies to each treatment request, consultation and order, subject to the exceptions below, which follow the UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive.

Treatment requests. Reviews are free. You can withdraw a treatment request at any time until a doctor has begun the review. Once the review is complete there is nothing to refund.

Consultations. The rules in section 8 apply. They replace the 14-day right for appointments booked for a specific time.

Medicines. Medicines are sealed goods that cannot be returned for health and hygiene reasons once dispensed for you. You can cancel an order free of charge until the pharmacy has dispatched it. After dispatch, your statutory rights for faulty, damaged or incorrect goods apply in full, and section 7 explains how to use them. Non-medicine products can be returned within 14 days of delivery if unused and in their original packaging; you pay the return postage unless the item was faulty.

How refunds work. Our team issues refunds through the platform within 14 days of your cancellation or of our receiving the returned item, from the pharmacy's or doctor's account to the payment method you used. You do not need to chase us, but you can check the status of any refund on your order page.

10. What we ask of you

Be 18 or over and use the platform only for yourself.

Answer questionnaires truthfully and completely. Your safety depends on it. A doctor who prescribes on the basis of false or incomplete information cannot be held responsible for the result.

Do not try to obtain a prescription or medicine for someone else, or medicines for resale.

Keep your login details private and tell us at once if you think someone else has used your account.

Use the platform's messaging to contact doctors and pharmacies about your care, so that your record stays complete.

11. When not to use the platform

The platform is not for emergencies. If you have chest pain, difficulty breathing, signs of a stroke, a severe allergic reaction, thoughts of harming yourself, or any symptom that may be urgent, call 112 in the EU or 999 in the UK, or go to your nearest emergency department. The platform also does not replace your regular GP; tell your GP about treatment you receive through the platform, or let us share a summary with them if you ask.

12. Complaints

Tell us at info@docmedx.com or through your account. We acknowledge complaints within two working days and aim to resolve them within 14 days. Complaints about medical advice or a dispensed medicine are for the doctor or pharmacy concerned; we will pass your complaint to them and stay in the loop. You may also contact the partner's regulator named in their profile.

13. Your data

We handle your personal and health data as described in our Privacy Policy. In short: we share with your doctor what they need to treat you, and with your pharmacy what they need to dispense and deliver your order, including your prescription. Neither may use your data for anything else, and neither may market to you. You can see, download and ask us to delete your data from your account.

14. Changes and legal

We may update these terms when the law or our services change. Registered users are told at least two weeks in advance by e-mail.

These terms are governed by English law. If you are a consumer resident in the European Union, this choice does not take away the protection of the mandatory consumer law of the country where you live, and you may bring a claim in the courts of that country. You may only be sued there.

The European Commission runs an online dispute resolution platform at https://ec.europa.eu/consumers/odr. We are not obliged to take part in alternative dispute resolution before a consumer arbitration body and have chosen not to, but you are welcome to raise any problem with us directly under section 12 and we will try to resolve it.

Doctors and pharmacies on the platform are regulated in the country where they are registered, and the medical and pharmaceutical rules of that country apply to their work for you.

Model cancellation form

Complete and return this form only if you wish to cancel a contract with DocMedX Ltd.

To DocMedX Ltd, Dept 7018, 196 High Road, Wood Green, London, United Kingdom, N22 8HH, info@docmedx.com: I hereby give notice that I cancel my contract for the platform account / treatment request no. ___ / order no. ___. Ordered on / received on: ___. Name: ___. Address: ___. Signature (only if sent on paper): ___. Date: ___.