Terms & Conditions
1. Information about us
1.1 The Site is operated by Superdrug Stores plc (we / us). Our call centre is operated by Health Bridge Limited. Certain services offered which include tests will be sent to third party operated laboratories.
We are registered in England and Wales under company number 00807043 with our registered office at 51 Sydenham Road, Croydon, Surrey, CR0 2EU. Our UK VAT registration number is GB777947160.
Certain services offered which include tests will be sent to third party operated laboratories.
1.2 We are registered with and regulated by the Care Quality Commission (CQC), the regulator of NHS and private medical providers, under registration number 1-5028487508 and as such we comply with the Health and Social Care Act 2008.
Medical advice and doctors support for the Superdrug Health Clinics (Health Clinics) is provided by Health Bridge Limited (Health Bridge). Health Bridge’s doctors are registered with and regulated by the General Medical Council (GMC) and as such comply with the Good Medical Practice Guidelines.
1.3 You can contact us using the following email address (email@example.com) or by telephone using the following number (020 3808 8466).
2. What we do
2.1 We provide health information through the Site and offer you the option to book an appointment through our online platform or via telephone for a consultation with a registered pharmacist or registered nurse in a Health Clinic. You will then receive the treatment chosen in the Health Clinic subject to the outcome of the consultation and the assessment of the pharmacist or the nurse on the suitability of the treatment.
2.2 The Site and Services provided through the Site are solely intended for use by people resident in the United Kingdom.
2.3 All our pharmacists and nurses are governed by codes of professional ethics and conduct. You can view these professional conduct codes for our pharmacists by visiting the General Pharmaceutical Council at www.pharmacyregulation.org or for our nurses by visiting the Royal College of Nursing at www.rcn.org.uk.
3. Our Health Clinics
3.1 You can book an appointment with a pharmacist or nurse either online through the Site or by phone. We will collect your name, address, date of birth and other contact information such as email and phone number. At your option, we will either email you or SMS you a confirmation that you have successfully booked an appointment with a Health Clinic, confirming the date, place and time of your appointment.
3.2 During the consultation process with a pharmacist or nurse you will be asked to complete a health questionnaire which has been prepared by relevant medical staff and is compliant with medical best practice. It is important that you disclose all relevant facts as this could affect the treatment and any advice you are, or are not, given by our pharmacists and / or nurses. You will also be requested to confirm your understanding of the risks and benefits of the treatments available and confirm you consent and agree to proceed with treatment and the applicable terms and conditions. You will be required to sign a consent form to document this.
3.3 By booking an appointment by phone or through the Site, you confirm that:
- You are legally capable of entering into binding contracts; and
- You are at least 16 years old.
3.4 Please do not book an appointment on behalf of anyone other than yourself, unless you have permission to do so from the individual. If you are booking an appointment for a child, your confirmation email will contain details of the documentation which you will need to bring to the appointment.
3.6 You accept that the advice given on the Site does not replace your regular healthcare provider. It is your responsibility to tell your regular healthcare provider about treatment supplied following a consultation. Nothing contained on the Site or in these Terms & Conditions should be construed as medical, commercial, legal or other professional advice.
4. Your personal information
You can contact us using the contact methods listed on this webpage
4.2 We use Health Bridge to provide certain services to us. In particular:
- Our call centre is operated by Health Bridge and if you contact us by phone, Health Bridge will use the personal data you provide for the purposes of booking an appointment or handling any queries you may have.
- Dependent on the answers to your health questionnaire, our pharmacist or nurse may be required to contact a Health Bridge doctor for further advice before continuing with your consultation. During this call they may share your personal data with the Health Bridge doctor solely for the purposes of obtaining medical advice regarding the appropriateness of the treatment.
Health Bridge are not authorised by us to use your personal data in any other way and will be required by us to implement adequate technical and organisational measures to protect your personal data.
4.3 Any personal data we obtain as part of the Services will be kept in accordance with our statutory obligations.
5. Price and payment
5.1 We are required to inform patients of the costs of treatments before consultations. We will ensure that our prices for consultations, diagnosis and treatment are clearly set out on our website. All prices quoted are inclusive of VAT (where applicable). Any treatment will be paid for at the Health Clinic after your consultation.
5.2 It is possible that, despite our best efforts, some of the Services listed on the Site may be incorrectly priced. We are under no obligation to provide Services to you at the incorrect price if the pricing error is obvious.
5.3 From time to time, due to circumstances beyond our control, appointments made may be subject to change by us at short notice. Where possible efforts will be made to provide a suitable alternative and we will contact you using the details you provided when you made the booking. We will not be liable for any costs incurred as a result of appointment cancellations.
5.4 A medical in person consultation fee will be charged only if a vaccination/tablets or capsules are not administered/supplied. This is a non-refundable £20 fee and is per appointment. For group bookings, we will charge only once.
If there is a risk assessment carried out by a nurse/pharmacist, this is considered as a consultation and therefore the consultation fee will be applicable.
Exemptions apply if:
- If the nurse/pharmacist assesses that there is a risk to you being vaccinated, and we can’t vaccinate due to the patient safety being compromised
- The vaccination/medication is not suitable for the patient due to other medical conditions
- Stock not available in clinic
- Phlebotomy patients
- Walk- in patients (we are currently not seeing any walk-in patients in Superdrug Health Clinics)
- Blood Pressure check
5.5 Once booked your appointment is a contract to attend, if you do not attend your appointment, or do not cancel or reschedule the appointment at least twenty-four (24) hours before you are due to attend, you will be charged £20 if your appointment was booked online. At the time of online booking we will ask you to enter your payment details into the booking portal.
If you are unable to attend your appointment please contact our Booking Line on 020 3808 8466 to cancel or reschedule your appointment, or cancel on our booking portal here. No fee will be taken if you cancel or reschedule the appointment at least twenty-four (24) hours before you are due to attend.
Once you attend your appointment, your nurse or pharmacist will discuss the charge for any services you require and all monies for these services will be payable in clinic during your appointment.
We reserve the right to waive the non-attendance fee.
6. Our liability
6.1 We are under a legal duty to supply Services that are in conformity with the contract. We accept no liability for any loss which is not reasonably foreseeable or for any business loss (which includes loss of profits, contracts, goodwill, opportunity and other similar losses). We cannot and are not liable for any damages which results from a failure by you to provide complete, truthful and accurate information to the nurse or pharmacist during your consultation.
6.2 This does not include or limit in any way our liability for death or personal injury caused by our negligence, or our responsibility for fraudulent misrepresentation and any other liability that cannot, under English law, be excluded.
6.3 Nothing in this section 5 or elsewhere in our Terms & Conditions affects your statutory legal rights.
7.1 Any formal legal notices should be sent to us at our Customer Services address set out in the Contact Us section.
8. Events outside our control
8.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by events outside our reasonable control.
9.1 If any of these Terms & Conditions are declared invalid, unlawful or unenforceable, then that provision shall be deemed to be deleted from these Terms & Conditions and the remaining provisions shall remain in full force and effect.
9.2 We reserve the right to change these Terms & Conditions at any time. The new version will be posted on this website and will take effect immediately upon posting. If you use the website after the new terms and conditions have come into effect, you will be indicating your agreement to be bound by the new terms and conditions.
9.3 Failure by us to enforce a right does not result in waiver of such right. You may not assign or transfer your rights under these Terms & Conditions.
9.4 You and we agree that English law applies to these Terms & Conditions and that any dispute between us arising out of or in connection with these Terms & Conditions will only be dealt with by the English courts, unless you are resident in another part of the United Kingdom, in which case the applicable law of that part of the United Kingdom will apply and any dispute will be brought before the courts there. We are required by law to inform you that purchases can be concluded in English only and that no public filing requirements apply.
10. Complaints Policy
10.1 We use an internal complaints procedure to make sure we handle all complaints in the best way possible. Our procedure has 7 steps: Categorise, Acknowledge, Investigate, Action, Respond, Report, Learn. As part of this procedure, we’re committed to confirming that the relevant team has received any complaint within three days of it being made.
10.2 We then investigate the events surrounding each complaint to get a full understanding of what has occurred.
10.3 After we’ve investigated the complaint you’ve made, we’ll send you a written response explaining what was done to resolve it.
10.4 We might ask you for further information if necessary. Please note that the time it’ll take to undertake an investigation will depend on the nature of the complaint and the people involved, but we are able to provide you updates if you request this.
10.5 We hope to respond to complaints as soon as possible, within four weeks of the complaint being made.
10.6 Once the investigation is completed and you’ve received a written response from us, a follow-up procedure will take place internally to ensure that we learn and improve our processes, avoiding situations like yours in the future.
10.7 If you’re not satisfied with the responses or solutions we provided, we’ll give you information on where you can get extra help.
11. Contact Us
11.1 If you have any questions with regards to the Site or any Services, please feel free to Contact Us. If you need urgent medical advice then please contact your usual healthcare provider or call NHS 111.
12.1 These Terms & Conditions were last updated in August 2022.