City Dock Pharmacy and Travel Clinic
Terms and Conditions for Online Consultation Service
Effective Date: 1 July 2025
Last Updated: 1 July 2025
1. Introduction
These Terms and Conditions ("Terms") apply to your use of the Online Consultation service ("Service") provided by City Dock Pharmacy and Travel Clinic. By accessing or using the Service, you agree to be bound by these Terms in full.
2. Description of the Service
The Online Consultation is a private remote healthcare service operated by City Dock Pharmacy and Travel Clinic. After selecting a time slot and booking online, you will have a consultation with a member of our registered clinical team, which may include registered clinicians or other regulated healthcare professionals.
Based on clinical judgement, the consultation may result in:
- A private prescription
- A fit note (Statement of Fitness for Work)
- Both
- Or neither, if not clinically appropriate
Please note: This service does not offer referrals to other healthcare providers and is not suitable for emergencies.
3. Eligibility Criteria
To use the Service, you must:
- Be at least 18 years of age
- Be physically located in the UK at the time of consultation
- Provide accurate, truthful medical and personal information
- Have a compatible device with internet access for remote consultation
4. Booking and Consultation Process
- Consultations are booked through our online system by selecting an available time slot.
- A clinical team member will contact you via video or phone at the scheduled time.
- Each consultation lasts up to 15 minutes.
- Following the consultation, we aim to issue an outcome (prescription or fit note) or cancel the order within the next 15 minutes, making the typical turnaround time 30 minutes or less from booking to outcome.
- Missed or unresponsive consultations may be marked as non-attended.
5. Pricing and Payment Authorization
- At booking, we place a card authorization of £68.99 - no immediate charge is made
- If at least one outcome (prescription or fit note) is issued, the authorization is captured
- If neither is issued, a (pound sign) 48.99 consultation only fee is charged.
- All payments are securely processed via Stripe, a PCI-compliant payment provider.
6. Refund Policy
Discretionary Refunds
If an outcome was provided but you wish to dispute the charge, you may request a refund:
- Refunds are considered at our discretion
- Approved refunds may take 8–10 business days to appear on your card statement depending on your bank
7. Cancellation Policy
- Cancel up to 1 hour before your appointment for no charge
- Late cancellations or missed consultations will still have no charge if no outcome is provided
- If an outcome is provided, the charge stands
8. Your Responsibilities
When using this Service, you agree to:
- Provide accurate and complete information
- Use the Service appropriately and only for suitable conditions
- Not attempt to misuse or obtain documentation or prescriptions fraudulently
9. What We Do NOT Treat or Prescribe For
This remote service is not suitable for urgent care, complex conditions, or certain medications. We do not handle the following:
Medical Emergencies
Call 999 or attend A&E if you experience:
- Chest pain or suspected heart attack
- Stroke symptoms (e.g. facial droop, slurred speech)
- Severe breathing difficulty
- Loss of consciousness
- Seizures
- Heavy bleeding or major trauma
- Suicidal thoughts or acute mental health crisis
Conditions Requiring In-Person Assessment
We do not treat:
- Suspected cancer or unexplained lumps
- Pregnancy or gynaecological concerns
- Neurological or visual disturbances
- Infections needing swabs or physical exam
- Patients under 18 years of age
Medications We Cannot Prescribe
We do not prescribe:
Controlled drugs (Schedules 1–4) such as:
- Codeine, Tramadol, Morphine, Oxycodone
- Lorazepam, Zopiclone
- Methylphenidate, Dexamfetamine
- Pregabalin, Gabapentin
Other restricted medications:
- Medical cannabis
- Injectables, vaccines, or items needing close monitoring
- High-risk chronic condition drugs (e.g. insulin, warfarin) unless already stabilised
Documents We Do Not Provide
- Letters for visa, housing, education, insurance
- Medico-legal reports
- Long-term backdated fit notes
- Work exemption notes beyond scope of clinical reason
If your condition requires any of the above, please consult your GP, urgent care centre, or attend A&E.
10. Privacy and Data Protection
We are committed to protecting your personal and medical data. Information is handled in accordance with:
- UK GDPR
- Data Protection Act 2018
Your records are confidential and only shared with your GP with your consent.
11. Clinical Governance
- All consultations are delivered by registered healthcare professionals
- City Dock Pharmacy provides clinical oversight and regulatory compliance
- All prescribing follows UK clinical and legal guidelines
12. Liability
We are not responsible for:
- Inaccurate or incomplete information provided by patients
- Outcomes resulting from non-compliance with clinical advice
- Technical failures or third-party system errors
13. Amendments to Terms
We may update these Terms periodically. The latest version will always be published on our website. Continued use of the Service means you accept the latest Terms.
14. Governing Law
These Terms are governed by the laws of England and Wales. Disputes are subject to the jurisdiction of the English courts.
15. Contact Details
City Dock Pharmacy and Travel Clinic
16. Pharmacy Business and Regulatory Details
- GPhC Registered Pharmacy: City Dock Pharmacy
- GPhC Registration Number: 9012156
- Superintendent Pharmacist: Naz Hassan, GPhC No. 2223906
- Registered Owner: City Dock Ltd
17. Independent Prescriber Information
- Name: Mohammad Akram Hassan
- Type: Independent Prescriber
- GPhC Registration Number: 2217244