Note that the price that you’ll see on our Website is the total price including these two components. Delivery charges are shown separately before ordering. All prices quoted are inclusive of VAT (where applicable). There are no hidden charges.
3.2 It is possible that, despite our best efforts, some of our Services may be incorrectly priced. If that is the case, we are under no obligation to provide the Services to you at the incorrect (lower) price if the pricing error is obvious and unmistakeable and you could have reasonably recognised the price displayed as an error.
3.3 You’re responsible for providing valid credit or debit card details. You must be authorised to use these details and to authorise us, or our payment service provider, to take payment in full for the items you’ve ordered, including any associated fees due to us under these terms and conditions, including delivery fees.
If your payment details have expired or are invalid in any way, we will try to contact you. If you are unable to give us the updated information, we reserve the right not to deliver your medicines to you.
Note that the payment will be on hold until we have accepted your order. Hence, if your order is not accepted, you will not be charged.
3.4 Promotions and discounts. Promotions and discounts are on the consultation only.
All discounts & promotional codes are only valid for use on Superdrug Online Doctor unless stated otherwise.
4. Binding contract
When you submit an order to us, either for a specific treatment or to receive a test kit, you will receive an email confirming that we’ve received your order. Your order will be binding once you receive the email informing you that your order has been approved. This is when our doctor will issue the prescription and your treatment or test kit will be sent. Cancellation requests after this point in time might not be possible (please read our section below).
For photo assessment or the two-step journey (as described in the section How it works above), the service begins once you receive the email indicating that we’ve received your order as our doctors will start to render the requested service.
We reserve the right to reject any order, in which case we will refund you if applicable as per these Terms and Conditions.
5. Cancellations and returns
For security and sanitary reasons, we are unable to accept any returns for items that have been used or are unpackaged. We are also unable to accept returns for medicines.
You will need to cover the cost of returning test kits or other items, unless you can prove that the item was damaged or faulty when you received it.
If you validly cancel your order (as per the Cancellations policy above), where applicable, we’ll do our best to process refunds within 3 working days. The funds may take up to 5 working days to appear in your bank account or on your card statement.
Note that we may also contact you to say that we do not accept your order for the following reasons:
The medicines or goods are unavailable.
We cannot authorise your payment.
You are not allowed to use our services.
You have ordered too many medicines.
There has been a mistake on the pricing.
6. Privacy Notice and data protection
We care about your privacy. You‘ll find everything you need to know about how we keep your information secure, including data protection, in our Privacy Notice and Cookie Notice.
7. Written communication
We’ll usually get in touch with you via email or through your account, although we sometimes post notices on our Website. For contractual purposes, please make sure you understand and agree to receive electronic communication from us, and that you acknowledge that all contracts, notices, information and other electronic communications that we provide to you electronically comply with any legal requirements that require such communications to be in writing. This condition does not affect your statutory rights.
8. Jurisdiction and applicable law
The English courts have exclusive jurisdiction over any claim arising from, or related to, the Services we provide to you. We reserve the right to bring proceedings against you for breach of these conditions in your country of residence or any other relevant country.
Our terms and conditions and any dispute or claim arising out of, or in connection with them or their subject matter or formation, including non-contractual disputes or claims, shall be governed by and construed in accordance with the law of England and Wales.
9. Entire agreement
These terms and conditions, our Privacy and Cookie Notices, Website use terms and any document expressly referred to in this agreement constitutes the whole agreement between you and us.
This supersedes all previous discussions, correspondence, negotiations, previous arrangement, understanding or agreement between us relating to the use of our Website and the services made available on it.
We may change our terms and conditions at any time by amending this page. Please read these terms and conditions every time you use our services so that you’re aware of any changes we have made as these are the terms applying when using our Website and when ordering from us.
11. COVID-19 travel test services additional terms
11.1 Additional terms
11.1.1 To enable us (Health Bridge Limited operatingSuperdrug Online Doctor Website) to offer our COVID-19 travel test services to you at a reasonable cost, whilst doing our best to ensure that you receive your test results quickly, we have set out the following additional terms and conditions. These additional terms and conditions enable us to offer this service to you at the price listed on our website.
PLEASE PAY PARTICULAR ATTENTION TO, AND ENSURE THAT YOU UNDERSTAND, THE PROVISIONS OF SECTION 11 BELOW (‘Our Responsibility for Loss or Damage Suffered By You’) PRIOR TO ORDERING.
11.1.2 This is in part due to the ongoing worldwide pandemic which has in turn lead to: (i) constantly changing regulations and guidance across different jurisdictions; (ii) a scarcity of supplies and raw materials required for COVID-19 testing and related services; (iii) members of our staff (and our partner’s staff) being required to self-isolate at home in certain circumstances; (iv) us being unable to secure more beneficial terms from our partners regarding liability for service failures; and (v) other pandemic related issues and restrictions which are likely to arise.
11.1.4 If there is a conflict between our general terms and conditions and these terms, then the provisions of these terms will apply, in place of the general terms and conditions, for any matters relating to the COVID-19 travel test services.
11.1.5 Please read the terms below which apply specifically to the COVID-19 travel test services and our general terms and conditions carefully before you submit your order to us. If there is anything you do not agree to or understand, please contact us via our website.
11.1.6 References in these terms to working day means Monday to Friday excluding public holidays in the United Kingdom.
11.2. Lateral Flow Test for Travel
11.2.1 Where you have chosen a Lateral Flow Test, we will aim to dispatch your kit by the same working day for orders placed before 4pm, for all orders placed after 4pm, these will be dispatched the following working day. Please note that dispatch and delivery times are not guaranteed. Your kit delivery will be fulfilled by Royal Mail or another third party courier service and we shall not be responsible for any failures of, or delays caused by, such third party or which relate to the delivery instructions you have provided.
11.2.2 You must carefully follow the instructions for use provided with the collection kit. We shall not be responsible for any delays or other issues (including invalidation of results) arising as a result of your failure to follow the instructions for use provided with your kit.
11.3.1 You will be required to take a minimum of two photos of the completed test to share the results in your account (for you and for your dependents if any). It is your responsibility to ensure that the photo is of a sufficient quality and inclusive of the required test reference to enable our team to see the results. All photos of completed tests MUST be taken 15 - 30 minutes after completing the test otherwise the results may be invalid. As per the instructions, you must add the test booking reference on each test. Once your photos have been uploaded, our team will send you a message in your account with the results. If you are sending results for a dependent, an individual email will be sent for each test. Please make sure that your dependents are aware that you will be sharing their data with us and that the results will be shared in your own account.
11.3.2 We will provide you with the results of your Antigen Lateral Flow Test as soon as reasonably possible following receipt of your photo. This should be within 24 hours of receiving your photo (during working hours) .
11.3.3 The timescale outlined in 11.3.1 and 11.3.2 for providing you with the result of your COVID-19 travel test is not guaranteed and we do not accept any liability for any losses or costs you may suffer or incur as a result of a delayed test result, an inconclusive test result, a false positive/negative result or tests/results being damaged or lost.
11.3.5 If you intend to use the results as a way of satisfying the requirements of any airline or any entry/exit requirements of a country for a negative SARS-CoV-2 test result prior to travelling, due to changing rules and regulations, you are solely responsible for assessing the suitability of the testing services and the result of your COVID-19 travel test in satisfying any such requirements.
Note that for the Antigen Lateral Flow Tests, no certificate will be provided, the results are solely provided in the message in your account.
11.3.6 The law requires us to report details of any positive, negative, indeterminate and void COVID-19 test to the UK Health Security Agency (UKHSA), please see the privacy notice for more details.
11.3.7 It is your responsibility to ensure that all information and any personal details you provide to us are accurate and up-to-date.
11.4 Refunds in case of delay of results
If the result of your COVID-19 travel test is delayed by an event or persons outside of our control, we will take reasonable steps to minimise the effect of the delay or provide replacement test kits. Provided we do this, we will not be liable to you for delays caused by the event or person outside of our control. We will not refund these tests once dispatched. In most cases, we will be able to dispatch additional kits to you as required. This testing service requires the creation of a personalised service and package in line with government guidelines, which is ineligible for refund. Once your order is confirmed, we may not be able to cancel and refund your order due to our operational processes.
As per guidance from the Department of Health and Social Care:
“ Where a test kit is broken, is not delivered or gives an inconclusive or invalid test result, the provider should offer a replacement kit as soon as possible to the consumer.”
11.5 Our Responsibility for Loss or Damage Suffered By You
11.5.1 Subject to 11.5.3 below, our total aggregate liability to you resulting from or arising in connection with the COVID-19 service is limited to the total amount you have paid to us for the services.
11.5.2 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of breaking our agreement with you or our failing to use reasonable care and skill, capped up to the amount stated in 11.5.1 above. We are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time you entered into this agreement with Superdrug Online Doctor, both we and you knew it might happen.
11.5.3 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: (i) death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; (ii) for fraud or fraudulent misrepresentation; (iii) for breach of your legal rights in relation to the services including that they be provided with reasonable skill and care.
11.5.4 We are not liable for business losses. We only supply the products for domestic and private use. You cannot resell the products to anyone. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
11.6 Other Important Terms
11.6.1 Nobody else has any rights under this agreement. This agreement is between you and us. No other person shall have any rights to enforce any of its terms.
11.6.2 Other people who have received the test. In addition to the above, should we fail to provide the COVID-19 service in accordance with a contract we have with any other person, we shall have no liability to you for such failure and you waive any rights you may have, whether in contract, tort or otherwise, in this regard.
11.6.3 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
Website use terms
1. Accessing our Website
1.1 Our Website changes regularly because of additions or withdrawal of Services or publication of new useful articles,and any other changes we can make to improve your experience.
You won’t be notified of all these changes as this can happen daily and you’ll see the changes next time you visit the Website.
We’re trying our best to keep our Website up to date and relevant but if you notice or feel that something is outdated or irrelevant, please do let us know so we can update it as soon as we can.
If the Website is temporarily unavailable for any reason, we’ll always try to fix the problem as quickly as possible. It could also be suspended on a long-term basis or even closed indefinitely but that is definitely not our aim.
1.2. Linking to our Website
We’re happy for you to link to our Website but that must be done in accordance with the below rules:
You must link to our home page only: https://onlinedoctor.superdrug.com. There are strict regulations on promoting medication, so you can only talk about ourselves as online doctors. Please don’t mention specific medications.
Include only a link not a frame.
Do not suggest any form of association, approval or endorsement on our part where none exists.
If we find that our reputation is damaged in any way by the reference you’re making, we’ll take the necessary steps to protect it.
If you’re unsure, please ask us before linking to our Website. We reserve the right to withdraw linking permission without notice if it doesn’t meet our guidelines.
1.3. Links from our Website
Where our Website contains links to other websites and resources provided by third parties, these links are provided for your information only.
We have no control over the contents of those websites or resources, so we can’t guarantee that they are factually correct, nor can we accept any responsibility for any damage or loss you may suffer as a result of their use.
2. Intellectual property rights
We are the owner or the licensee of all intellectual property rights on our Website, and in the material published on it. Those works are protected by copyright laws. All such rights are reserved which means use of our Website content is limited:
You may print off one copy, and may download extracts, of any page(s) from our Website for your personal reference only but not for commercial reasons (for which you’d need to have a licence from us). We ask you not to modify in any way the paper or digital copies of any materials you have printed off or downloaded, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
If you are found to be in breach of these guidelines, we’ll ask you to stop using our Website immediately and to return or destroy any copies you‘ve made of our materials.
As explained under Accessing our Website about, the Website may change, be updated or suspended. Therefore, we are unable to give you, and we exclude, all representations and warranties as to the accuracy and completeness of the information published on our Website.
Nor can we guarantee that the material is up to date or that every service and product will be available at all times, or indeed that the Website itself will not be discontinued in the future.
For this reason, we can’t be held liable and you will not be entitled to any type of compensation or other payment, if the Website is discontinued, if any content is inaccurate or any of our services are changed.
4. Our liability
To the extent permitted by law, we, other members of our group of companies, and third parties connected to us, hereby expressly exclude any liability for any loss or damage of any nature, such as any business losses, whether direct, indirect or consequential, including (without limitation) loss of or damage to profits, income, revenue, use, production, anticipated savings, business, contracts, commercial opportunities or goodwill incurred by any user in connection with our Website, or in connection with the use, inability to use, or results of the use of our Website and services, any websites linked to it and any materials posted on it, whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable.
Nothing in these terms and conditions limits our liability for:
Death or personal injury arising from our negligence.
Fraudulent misrepresentation or misrepresentation as to a fundamental matter.
Any other liability which cannot be excluded or limited under applicable law.
5. Viruses, hacking and other offences
5.1 You must not misuse our Website by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our Website, the server on which our Website is stored or any server, computer or database connected to it.
5.2 A breach of this clause constitutes a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and will co-operate with them by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.
5.3 We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our website or to your downloading of any material posted on it, or on any website linked to it.
6. Jurisdiction and applicable law
6.1 The English courts will have exclusive jurisdiction over any claim arising from, or related to, a visit to our Website although we retain the right to bring proceedings against you for breach of these conditions in your country of residence or any other relevant country to the extent permitted by law.
6.2 These terms and conditions and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.
We may revise these Terms and Conditions at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we have made, as they are legally binding. Some of the provisions contained in these Terms and Conditions may also be superseded by provisions or notices published elsewhere on our website.
If you have any concerns about material which appears on our Website or concerns with regards to our services, please contact [email protected]
And finally, thank you for visiting our Website and using our services.
The Terms and Conditions of our services and our Privacy and Cookie Notices are also part of this agreement. Please take the time to read them, too.
Your Superdrug Online Doctor Team