Terms of Service

Hello Pharmacy is a GPhC-registered pharmacy providing NHS and private pharmacy services at a distance (online), including prescription ordering, dispensing, delivery, collection, and pharmacy consultations.

Our registered company name is Hello Pharmacy (company number 16919644), with our registered office at 49 Richford Gate, Richford Street, London W6 7HY. Our GPhC registration number is 1041447, and our Superintendent Pharmacist is Kiran Karnam.

Some parts of our service need an account (managing repeat medicines, family members, and order history). Others — ordering an NHS or private prescription — can be done as a guest, without an account, by providing your name, date of birth and, for NHS prescriptions, your NHS number.

You must be 18 or over to create an account or order as a guest. If you're ordering for a family member, including as a guest, you're confirming you're authorised to do so — for example, as their parent or legal guardian for a child.

The information you give us must be accurate, including your identity, date of birth, and any medical or exemption information. Inaccurate information can affect our ability to dispense safely or correctly.

Every order is reviewed by a pharmacist before it's dispensed. A pharmacist may decline to dispense all or part of an order — for example, on clinical safety grounds, if a prescription can't be verified, or if information provided is incomplete — and will let you know if this happens.

Submitting a prescription request or uploading a photo of a prescription does not guarantee it will be dispensed.

For NHS repeat prescriptions, we send your request to your GP surgery and use our best endeavours to do so promptly, but the surgery itself decides when to issue it. We aren't responsible for delays caused by your GP surgery or by the NHS Electronic Prescription Service, since these are outside our control.

• NHS prescription charges apply unless you hold a valid exemption, which we check as part of reviewing your order. We do not charge patients or family members with a confirmed exemption.
• Private prescription and service pricing is shown before you confirm an order or booking.
• Online payment is processed securely by Stripe. We do not store your card details ourselves.
• Where payment is due at collection, this is confirmed in your order details or confirmation email.

We offer free delivery and in-pharmacy collection for eligible orders, as shown at checkout. Estimated timings are shown in your order tracking but are estimates, not guarantees, and can be affected by factors outside our control.

Prescription medicines are exempt from the standard 14-day cancellation right under the Consumer Contracts Regulations 2013, since they're supplied against a prescription or a prescriber's directions. This applies to everything ordered through Manage Prescriptions and Private Prescriptions.

For any non-prescription item we sell (for example, over-the-counter medicines or health devices, where that service is available), you can cancel your order within 14 days of receiving it, unless the item has been unsealed or used, in which case we may not be able to accept a return for health protection and hygiene reasons. To cancel, contact us via our Contact page and we'll confirm the next steps, including any refund.

If you have an account, you're responsible for keeping your login details secure and for activity that happens under your account. Tell us straight away if you think someone else has accessed it.

Guest orders aren't linked to an account, so there's no order history to look back on — the confirmation email we send is your only record.

You agree not to:

• Submit false identity, medical, or exemption information.
• Attempt to order prescription medicines for someone who hasn't authorised you to do so.
• Attempt to circumvent our bot-protection or abuse the guest ordering flow (for example, automated or bulk submissions).
• Use our service in any way that's unlawful or puts patient safety at risk.

We may refuse, cancel, or suspend an order or account where we reasonably believe these terms have been breached.

Everything that makes up our website and app, including the design, the underlying code, our branding, and the text on these pages, belongs to us or our licensors. Using our service to order prescriptions or manage your account doesn't give you any right to it.

You agree not to copy, scrape, reproduce, or reverse-engineer our website or app, or use it to build a competing product, without our written permission.

To the extent permitted by law, our liability to you for loss arising from your use of our service is limited to circumstances where we've been negligent or breached these terms. We do not exclude or limit liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that can't lawfully be excluded or limited.

Nothing in these terms affects your rights under the Consumer Rights Act 2015 or other applicable consumer protection law, or your ability to bring a product liability claim in relation to medicines supplied to you.

You agree to indemnify us against losses we suffer as a direct result of your breach of these terms, except where that breach was itself caused by an error on our part.

If something's gone wrong, please contact us first via our Contact page so we can put it right.

We'll acknowledge your complaint within 2 working days and aim to give you a full response within 10 working days. See our Complaints Policy for the full details, including how to escalate to the GPhC if you're not satisfied with our response.

We may update these terms from time to time, and will update the date at the top when we do. Continuing to use our service after a change means you accept the updated terms.

These terms are governed by the law of England and Wales.

If you have any questions about these terms, you can reach us via our Contact page.