Terms & Conditions


Terms & Conditions

March 2023

1. Information About Us

Company Information

1.1 This website is operated by PillSorted Limited (“PillSorted”, “We”, “Us”, “Our”). We are a limited company incorporated in England and Wales with registered company number 11689270 and registered address Carthouse 3, Copley Hill Farm Business Park, Cambridge, Cambridgeshire, CB22 3GN, United Kingdom.

Pharmaceutical Registration Details

1.2 We are a registered pharmacy and regulated by the General Pharmaceutical Council. Our registration number is 9011258 and you can view our registration details here. 1.3 Our superintendent pharmacist is Zeinab Ardeshir (GPhC (2075730)). She is responsible for the way in which we undertake our professional pharmaceutical activities and she oversees our team of prescribing pharmacists who assist and manage patients medication as part of our Services. If you would like to contact our superintendent pharmacist, you can do so using the contact details in paragraph 1.4 below.

Contact Details

1.4 You can contact us at: Tel: 0333 4050380 Support: help@pillsorted.com London Registered Pharmacy Premises GPhC (9011951))
Unit 3 Kingfisher House,
Trinity Business Park,
E4 8TD
Cambridge (Registered Pharmacy Premises GPhC (9011258))
Carthouse 3,
Copley Hill Business Park
CB22 3GN

2. What These Terms Cover

2.1 Please read these terms carefully before you sign up to use our Services (defined below) or place an order to purchase Products through our website. These terms tell you who we are, how we will provide the Services and Products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. 2.2 By signing up to use the Services or placing an order with us, you agree to be bound by these terms. We may change or modify these terms from time to time by updating this webpage. Although it is your responsibility to make sure you are up to date with these changes, we will notify you by email of any significant changes that will affect the Services that you have already signed up for.

3. Our Services

Pharmacy Delivery Services

3.1 We are an online NHS pharmacy, offering a prescription service, dispensing and delivering your medication directly to you at home (the “Services“). To use our Services, you must approve PillSorted as your NHS pharmacy. You can do this via our sign-up page or by calling us on 03334050380. Once your registration form has been received and processed by us, we will contact you to discuss your medication and treatment in more detail. We may also need to contact your GP or other medical professional responsible for your care to discuss this with them (for more information about how we use and share your medical information, please see our Privacy Policy). Once we have done this and we have received the relevant approvals to be your pharmacist, we will receive your prescriptions from your medical professional electronically. We will dispense your prescription and deliver your medication to you directly at your chosen delivery address. 3.2 Our pharmacists are only able to make a decision about whether it is in the best interests of the patient to receive medicine or treatment when they have all relevant information. As part of our Services, we may need to speak to you to ask for additional information or to your GP or other medical professional responsible for your medication if we have questions about your prescription or treatment. Our pharmacists reserve the right to query any prescription for medication or treatment and place it on hold based on clinical judgement, for example errors with strength or dosage. 3.3 In the event we do not have a particular medication or treatment available we will contact you as soon as practicable to let you know. You will have the following options: (1) if it is not timesensitive, you can choose to wait until the medication becomes available to us and we will process your prescription and provide our Services once it becomes available; or (2) provide an alternative medication or treatment in consultation with our pharmacists and your medical professional; or (3) we can return your prescription to you so you are able to take it to another pharmacist, in which case we will consult with you on whether you would like us to deliver your other medication on your prescription that is available to us (as applicable). 3.4 Our Services are not intended to be used in an emergency situation. If you believe that you, or someone you are assisting, is in an emergency situation or needs urgent attention, you should immediately dial 999.

Purchasing Over The Counter Products

3.5 You can also purchase over-the-counter products from our online shop (“Products“). 3.6 You can choose your Products from our online shop and add these to your shopping chart on the website. Once you have finished browsing, go to the “view chart” section of our website. You will be asked to login (if you are an existing customer) or, if you are a new customer, you will need to set up an account with us and provide us with certain information to enable us to process your order. You agree that the information you provide shall meet the requirements set out in clause 4.2. 3.7 We contact you to confirm we’ve received your order or, in certain circumstances, we will contact you to ask for further information in accordance with clause 3.9, and we accept it when we dispatch the Product and confirm dispatch to you. 3.8 We accept credit and debit card payments through our website. By providing us with your payment details, you confirm that you are authorised to use the chosen payment method and authorise us and/or our payment service provider to take payment in full for the Products, postage and packing charges and any other fees that are due to us in accordance with these Terms. 3.9 To purchase certain Products, you may need to speak to a pharmacist before we can process your order. If this is the case, we will contact you using the contact information provided during the payment process. 3.10 Sometimes we reject orders, for example, because a Product is unexpectedly out of stock, because we can’t verify your age or certain health conditions, because you are located outside of the UK, or because the Product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid in respect of the Product. 3.11 We reserve the right to limit or refuse the sale of over-the-counter medicines or treatments (in our sole discretion). This may be for any reason at our discretion, for example if you are trying to buy large quantities of certain medication such as paracetamol. 3.12 You will not resell or otherwise distribute the Products we sell to you. We sell Products to you for personal use only.

4. Your Obligations

4.1 By signing up to use our Services or purchasing Products from us, you warrant that: 4.1.1 the information you provide is true, accurate, current and complete in all respects; 4.1.2 you will notify us immediately of any changes to the information you have provided by updating your details in your online account where you are using our Services or otherwise notifying us in writing; 4.1.3 you will keep your login details secure and confidential; and 4.1.4 you are 16 years or older. In certain circumstances, we may ask you to verify or confirm your age (at our discretion) and we reserve the right to refuse to provide certain Products or Services where we cannot verify your age or identity. 4.2 You agree that: 4.2.1 you will answer all questions truthfully and fully; 4.2.2 you will not create more than one account with us. If we discover that you have created more than one account, we may delete or suspend one or all of your accounts. 4.2.3 you will not register on behalf of anyone other than yourself, except where the circumstances set out in clause 5 apply; 4.2.4 you are 16 years or older. In certain circumstances, we may ask you to verify or confirm your age (at our discretion) and we reserve the right to refuse to provide certain Products or Services where we cannot verify your age or identity. 4.2.5 where applicable, you do not use any medicine prescribed to you beyond the expiry date.

5. Managing other people’s medication

5.1 Registration and use of our Services is for personal use only, except in the following circumstances where you may register for and on behalf of another person: 5.1.1 you are the parent or legal guardian of a minor and are managing their medication or treatment; 5.1.2 you have been appointed legal guardian of someone under the Mental Health Act; or 5.1.3 you have the explicit consent and authorisation to represent another person as their proxy and to manage their medication or treatment. 5.2 We may (at our sole discretion) ask you for proof of the above circumstances where we discover that you are acting for and on behalf of someone else. 5.3 If you are assisting someone with signing up to use our Service, you must ensure they understand the process, are aware of these terms and conditions and accept them, and have provided you with clear instructions and consent before completing the registration process.

6. Price and Payment

6.1 Our Services may be available to you for free through the NHS, where you are eligible. We will therefore ask you as part of the information you provide, where you qualify for free NHS prescriptions and your “exemption” declaration, where applicable. If you qualify for free Services, we may ask you to provide us with proof of your exemption. 6.2 If you do not qualify for free prescription services through the NHS, we will notify you of the charges for our Services when you sign-up for our Services. The prices of our Products are available online at the time of purchase. We collect all payments using our third-party payment provider, Stripe. Further information about how we process your payment information is available in our Privacy Policy.

7. Delivery of Products

7.1 A signature or recorded delivery is required to receive delivery of your prescribed medication where it contains ‘controlled drugs’ and for certain Products. If you delivery does not contain controlled drugs, our courier or delivery team may leave your package in your safe place, providing you have provided us with the relevant details for this. We will arrange a delivery date with you after we have processed your prescription. You must ensure that you or an authorised person are available at the delivery address to accept delivery if a signature or recorded delivery is required 7.2 You are responsible for the medication or Products from the time we deliver these to the delivery address provided to us. 7.3 Certain medication or Products may require specific storage requirements such as refrigeration. Upon receiving the prescribed medicines or Products, unpackage and review storage requirements to ensure each is stored correctly. 7.4 Unless otherwise stated in writing, any dates quoted for delivery are approximate only, and the time of delivery is not of the essence. We shall not be liable for any delay in delivery that is caused by events outside of our reasonable control or due to your failure to provide adequate delivery instructions or any other instructions that are relevant to the delivery. 7.5 Further information about our delivery process (including our delivery times) is available here: Delivery Policy

8. Ending our contract

Cancellation of our Pharmacy Delivery Services

8.1 If you wish to stop using our Services, please contact us as soon as possible. However, please note that due to the nature of our pharmaceutical Services, once your prescription has been processed and medicines have been prepared for you by a pharmacist, you will not be able to cancel the contract, or change your mind and return the medicines after you have received them (as may be the case with other goods purchased online). However, if the medicines you receive are incorrect or defective in any way, please contact us immediately to discuss this with us. 8.2 We may end our contract with you in respect of the Services at any time by writing to you if: 8.2.1 you fail to make any payment to us when it is due or within 5 working days after a written reminder; 8.2.2 you do not provide us with necessary information for us to provide the Services, as required during the sign-up process or anytime thereafter where we have requested additional information; or 8.2.3 you do not, within a reasonable time, enable us to deliver the medicine(s) to you or collect the item(s) from us.

Cancellation of an Order for Products via our Website

8.3 Subject to paragraph 8.7, you have 14 days from the date of your order to change your mind and cancel your order and receive a refund. After this time you will not be entitled to a refund (unless the Product is faulty). Once a Product has been opened, you cannot return it and will not be entitled to a refund. 8.4 You have to return the Product to us within 14 days of your telling us you have changed your mind. Returns are at your own cost, unless we offered free returns when you bought the Product. 8.5 You can send the Product back to us. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the Products at all or within a reasonable time, we won’t refund you the purchase price you originally paid. 8.6 If you tell us you’ve changed your mind about a Product that hasn’t been delivered, we refund you as soon as possible and within 14 days (although please note that it may take longer to receive the refund via the original payment method, depending on your card company). If you’re sending your Product back to us, we refund you within 14 days of receiving it (or receiving evidence you’ve sent it to us). We refund you by the method you used for payment. We don’t charge a fee for the refund. 8.7 For reasons of health and hygiene safety, we are unable to exchange or refund the following products: 8.7.1 perishable items (food, confectionery, baby milk); 8.7.2 medicinal products or services that are dispensed or purchased; 8.7.3 items personalised or cosmetics; 8.7.4 unsealed products; 8.7.5 items that are worn next to the skin or hair, or hygiene products (for example cosmetics, fragrances, hair accessories or skin products); 8.7.6 any medicinal products that are either dispensed on prescription or are available for free under an NHS arrangement.

9. Our Liability

9.1 We will not be liable for any loss or damage (in contract, negligence or otherwise) where: 9.1.1 there is no breach of a legal duty of care owed to you by us; or 9.1.2 the loss or damage is not a reasonably foreseeable result of any such breach; or 9.1.3 any loss or damage or increased risk of loss or damage results from a breach by you of these terms and conditions. 9.2 In particular, we are not responsible for: 9.2.1 unexpected loss, meaning where it was not obvious that it would happen and nothing you said to us before we accepted your registration or order meant we should have expected it (so, in the law, the loss was unforeseeable); 9.2.2 loss caused by a delaying event outside our control; 9.2.3 avoidable loss, meaning something you could have avoided by taking reasonable action; 9.2.4 any business loss, meaning any loss that relates to your use of a Product or Service for the purposes of your trade, business, craft or profession; 9.2.5 loss or damage caused by you providing inaccurate or incomplete information; 9.2.6 loss of your emotional well-being including, but not limited to, any embarrassment caused; 9.2.7 loss of income; 9.2.8 loss of opportunity; 9.2.9 loss of goodwill or injury to reputation; 9.2.10 losses suffered by third parties; or 9.2.11 any indirect, consequential, special or exemplary damages arising from the use of the Services regardless of the form of action. 9.3 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; or for fraud or fraudulent misrepresentation. Nothing in these terms and conditions affects your legal rights. 9.4 You doctor or healthcare professional should discuss the side effects and expected results of your use of any medication or treatment. Subject to clause 9.3, we are not responsible if the medication or treatment you are prescribed do not produce the desired results or outcomes. You acknowledge that we are not responsible for assessing the suitability of medication or treatment for you, and that this is the responsibility of the medical professional who prescribed you the medication or treatment.

10. Information on our website

10.1 Information (including but not limited to pictures of the Products) made available on our website is for general information and illustration purposes only. You acknowledge that we do not manufacture any of the Products and the packaging may differ from the picture shown. 10.2 We reserve the right to modify the information relating to our Services and the Products we sell, whether available on our website or otherwise, at any time. 10.3 To the fullest extent permitted by law, we disclaim all warranties in respect of the information available on our website. 10.4 Links to other sites are provided for interest and information only. We have no control over any third party sites linked and are not liable for any of their content.

11. Complaints

11.1 We have standard operating procedures in place to ensure that we handle complaints in the best way possible. Details of our complaints procedure is available: Pharmacy Practice Leaflet. If you dissatisfied with our Services or any Product you purchase from us, please contact us as soon as you can using the contact details set out in paragraph 1.4. 11.2 Once we have received your complaint, a member of our team will respond to you as soon as reasonably practicable. When we receive a complaint, we ensure that: 11.2.1 we treat all complaints with respect and courtesy; 11.2.2 complaints are and remain confidential; 11.2.3 we accept complaints made orally or in writing (whether by post or electronically); 11.2.4 wwe establish whether the person bringing the complaint has grounds for making a complaint; 11.2.5 we notify you of any next steps regarding your complaint. If there are no grounds for complaint, we will notify you of this and will not proceed further with the complaint.

12. Other important terms

12.1 We process your personal data in accordance with our Privacy Policy 12.2 We may contact you for feedback about your experience using our Services, to help us improve and to ensure we meet your future needs. From time to time, we may use anonymised or pseudonymised information to carry out an evaluation of our Services, to report on and improvethe standards of clinical care and Service we provide, and to help inform good clinical practice. Where we use your personal data, this will be in accordance with our Privacy Policy. 12.3 We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under these terms. 12.4 You may only transfer your rights or your obligations under these terms and conditions to another person if we agree to this in writing beforehand. Nobody else has any rights under this contract. 12.5 Each section of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining clauses will remain in full force and effect. 12.6 If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. 12.7 These terms are governed by English law and you can bring legal proceedings in respect of the Services in the English courts. If you live in Scotland you can bring legal proceedings in respect of the Services in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the Services in either the Northern Irish or the English courts.