Privacy policy

1. What Information Do We Collect and How?

You’re not legally required to provide personal data when browsing our website. However, when you engage with our services—such as purchasing medication, or contacting us—we may need certain information to process your request.

1.1 Information You Provide

We collect personal data when you:

• Enquire about our products or services
• Complete an online consultation
• Purchase medication or other products
• Supply us with goods or services
• Use or browse our website
• Contact us via phone, post, email, or messaging
• Apply for a job

This may include:

• Full name, title, date of birth, gender, and marital status
• Contact details (address, email, phone)
• Health and medical information (your current health, medical history, medications)
• Consultation data and messages exchanged with our team
• Purchase history and payment information (via secure third-party payment provider)
• Preferences, feedback, and survey responses

We take extra precautions to protect health-related data, which is classified as sensitive personal information.

1.2 Website Data

We use cookies and analytics tools to improve your experience. Information collected may include:

• Pages visited and links clicked
• IP address and browser/device info
• Device identifiers for security purposes
• Web logs, traffic, and location data

We do not knowingly collect data from individuals under 18 years old.

1.3 Cookies

We use cookies to enhance your website experience. Types include:

• Strictly necessary cookies – for essential site functionality
• Functionality cookies – to remember preferences
• Performance cookies – to analyse website use (e.g., via Google Analytics)
• Targeting/advertising cookies – to show relevant ads and track campaign success

You can manage cookies through your browser settings.

2. How and Why We Use Your Data

We use your personal information to:

2.1 Manage Patient Accounts

To maintain and administer your account. Legal basis: Contractual necessity or legitimate interest.

2.2 Online Consultations

To assess medical suitability and ensure safe prescribing. Legal basis: Legal and medical obligations.

2.3 Fulfil Orders

To manage purchases, payments, and deliveries, and issue reminders for repeat prescriptions. Legal basis: Contractual necessity.

2.4 Marketing

To notify you of products, offers, or services—only if you opt in. You can update preferences at any time.

2.5 Service Improvements

To analyse trends and improve our services and website usability. Legal basis: Legitimate interest.

2.6 Research

To conduct anonymised research based on usage patterns.

2.7 Communication

To respond to your enquiries and notify you of order or service updates.

2.8 Identity Verification

To comply with legal obligations and prevent fraud.

2.9 Safety

To protect you and others from harm or criminal activity.

We may use your data for new but compatible purposes. If not, we’ll ask for your consent.

3. Who We Share Your Information With

3.1 Internal Sharing

Your data may be shared with:

• Our GPhC-registered prescribers and pharmacy team
• Our customer care and order fulfilment teams

3.2 Third Parties

We share information with:

• Payment processors (to complete transactions)
• ID verification services (e.g., Onfido)
• Couriers (e.g., Royal Mail, DPD)
• Your GP or consultant (if consent is provided or for NHS prescription services)
• Pathology labs (for test kits)
• Regulators or auditors (e.g., GPhC, MHRA)
• Email and SMS platforms
• Law enforcement (if legally required or for crime prevention)
• Potential buyers (if we undergo a sale or merger)

4. How Long We Keep Your Data

We retain personal information only for up to two years.

For general enquiries without purchases: up to 2 years.

5. How We Protect Your Information

We use secure servers and encrypted communications where possible. However, internet transmission is not completely secure, so please take care when sending information. Keep passwords safe.

6. Your Rights

You have the right to:

• Be informed – about how your data is used
• Access – a copy of your personal information
• Rectification – correct inaccurate data
• Erasure – request deletion of your data (“right to be forgotten”)
• Portability – receive your data in a structured format
• Object – to marketing or processing based on legitimate interests
• Withdraw consent – where applicable
• Restrict processing – in certain circumstances
• Challenge automated decisions or profiling

To exercise your rights, contact us directly.

7. Changes to This Policy

We may update this policy from time to time. Changes will be posted on this page and, where appropriate, notified to you by email.

8. Complaints

If you have any concerns, please contact us first so we can resolve the issue. You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO): ico.org.uk

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