Terms and Conditions of Use and Sale
IF YOU DO NOT UNDERSTAND OR AGREE TO AND ACCEPT THESE TERMS IN FULL, YOU ARE NOT AUTHORIZED TO USE OR ACCESS OUR SERVICES AND YOU SHOULD NOT USE THEM.
These Terms form a legal agreement (the “Agreement”) between you and Video Doctor. Please print a copy of these terms for your records and future reference.
IMPORTANT EMERGENCY NOTICE
OUR SERVICE IS NOT SUITABLE FOR ANY EMERGENCY MEDICAL SITUATION OR FOR ANY DIAGNOSIS OR TREATMENT THAT MAY REQUIRE A PHYSICAL EXAMINATION. IF YOU ARE IN AN EMERGENCY SITUATION (OR YOU THINK THERE IS THE OPPORTUNITY FOR THE SITUATION TO ESCALATE TO ONE CONSIDERED TO BE AN EMERGENCY SITUATION) OR YOU REQUIRE URGENT OR EMERGENCY TREATMENT, YOU MUST CONTACT THE EMERGENCY SERVICES BY DIALING 999/111 OR SEEK OTHER EMERGENCY MEDICAL SERVICES.
MEDICAL EMERGENCIES CAN INCLUDE (BELOW IS NOT AN EXHAUSTIVE LIST):
- Loss of Consciousness
- Fits that are continuous
- Chest pain
- Difficulty in breathing
- Continuous bleeding
- Allergic reactions
- Burns or scalds
- Acute confusion state
- Severe Headache and stroke
- Severe abdominal pain
Call 999 immediately if you or someone else is having a heart attack or stroke. Also call 999 if you think someone has had a major trauma. Major trauma is often the result of a serious road traffic accident, a stabbing, a shooting, a fall from height, or a serious head injury.
1. Definitions
In these Terms the following definitions shall apply:
- “Advice” means any advice or information provided (whether through voice communication, video or electronically) by Video Doctor.
- “Doctor” means any doctor or medical practitioner to whom Video Doctor provides access to via their digital platform.
- “Nominated Pharmacy” means the pharmacy selected by you at the time you place your order via the platform, or if that pharmacy fails to or declines to accept your prescription for dispensing, the pharmacy nominated by us and notified to you by email
- “Product” means any physical product that you may order through the platform for supply by the platform or by a pharmacy.
2. About Video Doctor
2.1 Video Doctor provides a service that:
- Allows users to consult with Doctors via online secure video chat, on a paid for and private basis
- Allows users to choose to collect their prescription from any pharmacy registered with us or nominated by users
2.2 All Doctors are registered with the relevant authorities in their countries (Example- General Medical Council and CQC in the UK, and their registration details and status can be found at www.gmc-org.uk.) We do not guarantee the availability of any particular Doctor. All Doctors are independent contractors and any Advice provided or offered to you by a Doctor is the sole responsibility of that Doctor.
2.3 All of the pharmacies that are listed on the platform are registered with the General Pharmaceutical Council (GPhC) and information about each of them can be found at www.pharmacyregulation.org/registers/pharmacy. If you require further information about a pharmacy, you can contact the pharmacy directly on the number listed for that pharmacy. All prescription medicines dispensed by a pharmacy, and all other products and services supplied by a pharmacy, are dispensed and supplied under that pharmacy’s terms and conditions, a copy of which can be obtained directly by contacting the relevant pharmacy. Video Doctor is not responsible for the dispensing, supply and/or delivery of any medication, treatment, product or service prescribed to you or ordered by you via the platform.
2.4 The Services and any Advice are provided for non-urgent circumstances only. If you require any emergency medical attention or any other treatment that is urgent, a physical face to face examination, or if your situation is not suited to remote communication, we strongly advise that you contact your local clinic or doctor, NHS General Practitioner (“GP”), other medical practitioner or the emergency services. The Services are in no way designed or intended to replace the services of the NHS or services provided by your GP.
2.5 We will share your information automatically with your GP unless you specifically opt out of this when using our Services. This is a compliance requirement of the General Medical Council.
2.6 If you need any information or have a complaint about the Website or any of our Services, please contact us by one of the following methods:
By post: Video Doctor, Digital Medical Solutions Ltd. 7, Hardwick Road, Sutton Coldfield, West Midlands, B74 3BT or By email to support@videodoctor.net
3. Registration and Eligibility
3.1 In order to access the Services, you must register with us and create an account (“Account”). You agree for us to be able to undertake an ID check with an external agency to confirm your identity. It is therefore important that you provide us with correct and accurate details
3.2 The video doctor platform and the Services are only intended for use by people over the age of 18 years. If you are under 18, a parent or legal guardian of the patient can request an appointment. All Doctors who use this platform to consult with their patients, practice in accordance within the healthcare regulations and guidelines of their resident countries.
3.3 The Services are not intended for users of under 18 years of age. We check your date of birth during the registration process and if you are under 18, you are not permitted to have an account or to receive the Services
4. Your Account
4.1 You agree, at all times, to provide us with accurate and complete information in your registration and Account, and to update such information as appropriate.
4.2 For security purposes, you must also set a password for your Account. You are responsible for maintaining the confidentiality of your Account and password and for restricting access to your computer and devices, and to the extent permitted by applicable law you agree to accept responsibility for all activities that occur under your Account or password. You should take all necessary steps to ensure that the password is kept confidential and secure and should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be used in an unauthorized manner. You can reset your password at any time from within your Account.
4.3 If you want to disable your account at any time, please contact us at support@videodoctor.net. Please also see our terms_of_use Policy for further information.
5. Consultations
You must be able to show proof of identity (for example a Passport or Driver’s License) to show the Doctor at the start of your consultation. By using this service, you also consent to us making an ID check with an external agency to confirm the details you have provided us. If the Doctor cannot verify your identity or your ID check has failed they may choose to cancel the consultation or be unable to issue a prescription. Please therefore ensure that you provide correct and accurate information.
5.1 Video Doctor provides a service that allows users to consult with a Doctor online through secure video chat via the internet on laptops, tablets and mobile applications (“Live Consultation”).
5.2 You agree to always provide us and to provide any Doctors with whom you have a Live Consultation, accurate and complete information about you.
5.3 The Doctor allocated to you and with whom you have a Live Consultation will record the results of the consultation as required by law and regulatory requirements. You agree to review and inform us of anything that you believe to be unreliable or inappropriate. It is not our responsibility to maintain a complete record of all data that may be generated from your use of the Services, and you should not rely on the Services for storage or maintenance of information. In particular, you should create your own record of the results of any consultation you have with a Doctor via the Video Doctor platform, and of all orders and receipts for Products purchased via the platform. We may, at any time at our absolute discretion review and remove any content from the Services or request that you re-register or set up a new account for your continued use of the platform.
6. Prescriptions
6.1 If you have chosen to collect your medication from a selected Pharmacy, you will be required to present a photo proof of identity (for example a Passport or Driver’s License) to verify your identity. If you cannot verify your identity the Pharmacy may not supply your dispensed medication.
6.2 If you have chosen to have your medication delivered from a selected Pharmacy, you will be required to present a photo proof of identity (for example a Passport or Driver’s License) to verify your identity to the delivery driver. If you cannot verify your identity, delivery of the medication may be returned to the Pharmacy. You will be required to pay for the cost of re-delivery.
6.3 If the Doctor, following a Live Consultation, and based on his/her medical judgment, decides that you are suitable for treatment, he/she may issue a private prescription that shall be dispensed by the Nominated Pharmacy.
6.4 If the Doctor, following a Live Consultation, and based on his/her medical assessment, decides that you are suitable for medication, he/she may issue a private prescription that shall be dispensed by the Nominated Pharmacy.
6.5 You understand and accept that there is no guarantee that the Doctor will issue a prescription for any medication following a Live Consultation. Prescriptions are issued at the sole discretion of the Doctor. Certain types and classes of medications such as controlled drugs (or restricted drugs and material as classified by The Misuse of Drugs Regulations 2001), specialist drugs, medications that require closer monitoring, drugs such as diazepam, morphine, and other classes of drugs regarded as strong painkillers such as a high dose Codeine Phosphate are examined that these are incompatible for prescribing online. This is not an exhaustive list, and there may also be other drugs and medication that Doctors will be unable to prescribe. If you require these medications, please do not book an appointment with us as these will NOT be provided and you will still be charged for the consultation.
6.6 If a Doctor issues you with a prescription during a Live Consultation, we recommend that you obtain the latest version of the information leaflet that is relevant to you from the electronic Medicines Compendium (eMC) website at https://www.medicines.org.uk/emc/. A copy of the leaflet is also normally provided with the medication when dispensed by a pharmacy. You agree to contact your GP or other qualified health professional or pharmacist if you do not fully understand anything about the medication you have been prescribed or if you do not fully understand why you have been prescribed that medication or do not fully understand the instructions.
6.7 You agree and consent to Video Doctor sharing basic identification data with the Nominated Pharmacy, for the purposes of enabling the pharmacy to verify your identification on collection of your prescription. The pharmacy will contact you directly to process the prescription, including to confirm your details and, if the delivery option is selected, to arrange delivery
6.8 All prescriptions that are issued by a Doctor are only valid at approved pharmacies.
7. Fees
7.1 Live Consultations:
The fee for a Live Consultation will vary depending on the duration of the session spent with the Doctor. The initial fee that is charged for an online Live Doctor Consultation and is for a fifteen (15) minute session. If, after the initial fifteen (15) minutes, you wish to continue with and extend the consultation, please request this from the Doctor and the Consultation will be extended for a further fifteen minutes. Please note, you will not be designate to any refund if any of the initial fifteen (15) minutes or extended fifteen (15) minutes are not used. In certain circumstances, the Doctor may also at his/her discretion extend the length of the Live Consultation at no additional cost.
The fee referred to above is for the Live Consultation. In addition to the initial consultation fee advised at the time of booking for the live consultation, if the Doctor offers you any Prescription, you will be charged (subject to your acceptance), a Prescription fee of £5.00. You will not be entitled to a refund for any prescriptions once issued to you as part of the Consultation.
All medication prescribed to you during a Live Consultation must be paid for directly to the pharmacy from which you obtain the medication on production of the prescription.
7.2 Additional Services:
Upon request, a Doctor may (at his/her sole discretion) agree to provide sickness notifications or letters, or a referral letter, the contents of which are based on the Doctor’s own judgment and regulatory obligations. The length of any such letter or note will be determined at the sole discretion of the Doctor. Referrals made by a Doctor do not specify a named particular consultant or doctor but are made on an open reference.
The fee for each sickness letter / notification or referral letter is £15.00. A sickness letter / notification or referral letter may only be requested during a Live Consultation with a Doctor. If you request a sickness letter / notification or referral letter during a Live Consultation, you will be charged accordingly and you will not be entitled to a refund once the letter or notification has been issued.
7.3 Delivery charges for medication:
If a Doctor issues you with a prescription during a Live Consultation, you may choose to collect the medicines from your Nominated Pharmacy, or have the medication delivered to you. If you choose to have the medication delivered to you, additional charges will apply depending on the nominated pharmacy selected, and you will be advised of these at the time you place your order.
8. Orders
8.1 If your order is for collection, your nominated pharmacy will send you an email when your medication is dispensed and ready for collection. You will be required to present a photo proof of identity (for example a Passport or Driver’s License) to verify your identity. If you cannot verify your identity the Pharmacy may not supply your dispensed medication.
You will be required to collect your order within seven (7) days from the date you receive notification that your order is ready for collection. If your order is for delivery, the Nominated Pharmacy will advise you once the medication has been dispatched. You will be required to present a photo proof of identity (for example a Passport or Driver’s License) to verify your identity to the delivery driver. If you cannot verify your identity, delivery of the medication may be returned to the Pharmacy. You will be required to pay for the cost of re-delivery.
8.2 Orders for Live Consultations:
For a Live Consultation, you must make a booking online and choose a time slot. All appointment times are by reference to local UK time.
Following the completion of your order for a Live Consultation, your request for a Live Consultation will be sent to a Doctor. Once a Doctor has accepted your request for a Live Consultation, we will send you an email confirming your appointment. You should receive this email within one (1) hour of making your booking. If you do not receive this email, please first check your email junk folder, and if you still haven’t received the email, please contact us on support@videodoctor.net
All confirmed appointment times are a guide only, and we cannot guarantee that the Live Consultation will commence at the stated appointment time or within a specified time parameter. At times, due to medical emergencies and other reasons beyond our reasonable control, we may also need to change your appointment time. We reserve the right to do so at any time up to the confirmed start time of your appointment. We will, in such circumstances, email you to agree an alternative appointment time.
On the date and time of your allocated appointment, you must be logged in to your account and await a video call by the doctor. The Doctor allocated to you shall be entitled to move on to his/her next appointment if you are more than five (5) minutes late to your appointment, and you will be considered to have missed your appointment. You will be charged in full for all missed appointments.
Following the end of the Live Consultation, the Doctor will, if required, issue a prescription based on the information you provided to the Doctor during the Live Consultation, following which you will be sent an invoice for the Live Consultation.
If the Doctor issues to send prescription, this will be either posted to you or sent electronically to your Selected Pharmacy, as elected by you. Your Nominated Pharmacy will advise you of the cost of the medication by email or through collections. All medication prescribed to you during a Live Consultation must be paid for directly to the pharmacy from which you obtain the medication on production of the prescription.
8.3 Non-acceptance of an order:
Your order may be declined if the medication that you have requested is out of stock or unavailable from your Nominated Pharmacy.