Terms and Conditions

1. Introduction and Responsibilities

About Us

ThanksDoc is a healthcare service operated by Endura Health Limited, a company incorporated in England and Wales (Company Number: 15418491). Our services are delivered under the trading name ThanksDoc, which includes both online video consultations and in-person medical appointments at participating partner locations. For regulatory purposes, the ThanksDoc service is overseen by our designated Registered Manager. Endura Health LTD Care Quality Commission registration number is __________

ThanksDoc operates under a B2B2C (Business-to-Business-to-Consumer) model. We partner with businesses such as pharmacies, clinics, and healthcare providers (“Partners”) who act as service delivery venues or points of access for patients. Our qualified General Practitioners (GPs) offer consultations either in person—at a Partner location—or online via our secure video consultation platform.

This hybrid care model allows patients to receive safe, flexible healthcare where it suits them best—either remotely or face-to-face.

Contact Us:
Email: info@thanksdoc.co.uk
Phone: 0800 246 2458
Website: www.thanksdoc.co.uk

2. Acceptance of Terms

By using any of our services—whether through the ThanksDoc website, online consultation portal, or at a participating partner location—you confirm that you have read, understood, and agreed to be legally bound by these Terms and Conditions (“Terms”).

These Terms apply to all current and future services offered by ThanksDoc, whether online or in-person, and include both services accessed directly by patients and those facilitated through our business partners. All services are collectively referred to in these Terms as the “Services.”

There is no fixed limit to how often you may use our Services; however, we reserve the right to restrict access at our sole discretion if we believe usage is excessive, inappropriate, or in breach of these Terms.

3. Emergency Situations

ThanksDoc is not an emergency service.
If you are experiencing a medical emergency, you must call 999 immediately.

Do not use ThanksDoc Services in the event of a critical or life-threatening condition. This includes, but is not limited to:

• Difficulty breathing
• Severe chest pain
• Major trauma or head injury
• Uncontrollable bleeding
• Loss of consciousness
• Severe burns or allergic reactions
• Sudden confusion or seizures
• Possible stroke or heart attack
• Suicide attempts or acute mental health crises

4. Changes to These Terms

We reserve the right to update these Terms at any time. Any changes will be posted on the ThanksDoc website and will take immediate effect upon publication. Continued use of the Services indicates your acceptance of the latest version of these Terms. If you do not agree, you should stop using the Services.

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2. Professional Standards and Clinician Qualifications

ThanksDoc provides private healthcare services, including medical consultations, health assessments, testing, and treatment for a range of conditions. Our services are delivered by qualified General Practitioners (GPs) and Independent Prescribing Pharmacists (together referred to as “Clinicians”) who are fully registered with the General Medical Council (GMC) or General Pharmaceutical Council (GPhC) in the United Kingdom.

Consultations may be conducted either online via our secure video consultation platform or in person at one of our approved partner locations such as pharmacies and clinics. All clinicians meet the professional standards required by their governing bodies and comply with national healthcare guidelines, including the GMC’s remote prescribing regulations.

ThanksDoc is registered with the Care Quality Commission (CQC) under registration number________

 authorising us to provide regulated activities including prescribing and testing without requiring face-to-face contact. We are also registered with the 

You can view more details about our regulatory compliance and clinical governance [here].

3. Privacy and Security
4. Privacy of Your Information

ThanksDoc and its affiliated companies are committed to protecting your privacy and comply fully with all relevant UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Your personal information is used to administer, deliver, and support the services you have requested. This may involve sharing relevant information with trusted third parties who assist us in delivering care. These include:

• Our partner pharmacies and venues
• Partner laboratories such as The Doctors Laboratory, Thriva, and Preventx
• Video consultation provider: 
• Delivery services: Royal Mail and Evri (formerly Hermes)

We will never sell your data, and we only share it when necessary for the safe delivery of healthcare.

1. Data Security

We implement robust security protocols to protect your information, including the use of Secure Socket Layer (SSL) encryption, firewalls, and secure data storage. All paper and digital records are protected from unauthorised access, loss, or misuse.

However, no system is completely immune to risk. Electronic communications, by nature, may be intercepted or accessed unlawfully. You are responsible for ensuring the device you use to access your patient record is secure and protected from unauthorised access.

You must not:

• Introduce malicious software or harmful code (e.g., viruses, trojans)
• Attempt to gain unauthorised access to our systems
• Carry out denial-of-service or distributed denial-of-service attacks

Breaching these provisions is a criminal offence under the Computer Misuse Act 1990. We reserve the right to report any breaches and will cooperate fully with law enforcement agencies. If such a breach occurs, your access to the Services will be terminated immediately.

1. Direct Marketing

We will only send you direct marketing communications (e.g., via email, SMS, phone, or social media) if you have explicitly consented to receive them. You can opt out of marketing communications at any time by following the instructions provided in each message or by contacting us directly.

4. Registration and Identity Verification

To access our Services, you must first register and create a secure online patient account. By registering, you:

• Confirm that all information you provide is accurate, complete, and up to date
• Agree to keep your login details confidential and secure
• Confirm that you are 18 years of age or older

We reserve the right to suspend or terminate access if your use of the Services violates these Terms or impacts other users or our operations.

Identity Verification

For some services, particularly those involving prescription medication or certain clinical tests, we are legally required to verify your identity.

ThanksDoc uses Onfido Limited to perform secure identity checks. This one-time verification process may be required when you place your first applicable order.

Your information will be used by Onfido to validate your identity and protect against fraud. By proceeding, you confirm that:

• Onfido and/or its agents may conduct necessary checks, including consumer credit or fraud prevention database searches
• You have read and understood Onfido’s Privacy Notice and agree to the processing of your personal information
• To the best of your knowledge, all details you have provided are true and correct

You may contact Onfido at:
Onfido Ltd, 40 Long Acre, Covent Garden, London WC2E 9LG, United Kingdom.

For more details on how we handle your personal data, please review our [Privacy Notice].

5. Our Commitment to You

Each ThanksDoc clinician is committed to delivering the highest standard of care, whether consultations take place in person or online. Our clinicians agree to:

1. Professional Responsibility

Take full responsibility for every patient they treat through ThanksDoc services, as they would in a traditional face-to-face setting.

1. Compliance

Provide transparent, high-quality care in line with:

• General Medical Council (GMC) Guidelines on Remote Prescribing
• The Care Quality Commission (CQC) Fundamental Standards
• Clinical best practice guidelines in the UK

1. Identification

Clearly communicate their full name and GMC or GPhC registration number when prescribing medications or corresponding with patients.

1. Safe Prescribing

Prescribe medicines only when, in their professional judgement, it is safe and in your best interest to do so. Clinicians may refuse to prescribe where in-person consultation is necessary.
Please note: We do not prescribe the following medicines under any circumstances:

• Controlled drugs (e.g., opioids, sedatives, anxiolytics)
• Medicines requiring specialist care and ongoing monitoring
• Injectable medications (unless explicitly listed as available on our website)

1. Privacy

Protect your personal information in accordance with our [Privacy Notice].

6. Your Commitments When Using ThanksDoc Services

As a patient, you agree to the following terms when using ThanksDoc services, whether online or in person:

1. Accurate Information

Provide truthful and complete answers to all questions relating to your health.

1. Single Registration

Register only once and do not attempt to create multiple patient accounts.

1. Personal Use Only

Do not register or complete health assessments on behalf of someone else.

1. Follow Instructions

Read all messages and instructions provided in your secure patient account before using any medications or test kits. If unclear, contact us before proceeding.

1. Accept Clinical Decisions

Respect the clinical judgement of our clinicians if they decide that a face-to-face consultation is needed before prescribing medication.

1. Respectful Behaviour

Treat all clinicians and staff respectfully. Abusive behaviour will result in deactivation of your account and a refund of any outstanding orders at our discretion.

1. Informing Your GP

• We offer to share your treatment information with your NHS GP with your consent.
• Some treatments may require us to inform your GP as a condition of service.
• If you decline, it is your responsibility to inform your GP and keep a personal record of your prescribed medications.

Important: In emergency or safeguarding situations, we reserve the right to contact emergency services, your GP, or social services without your prior consent, as required by law or to prevent harm.

1. Medicine Safety

Ensure any medication prescribed to you is not accessed or used by others.

1. Expiry and Side Effects

• Do not use any medicines after their expiry date.
• Notify us promptly via your online patient record if you experience side effects or find the medication ineffective.

7. Information, Advice & Follow-Up

Our clinical advice and treatment decisions are based on the information you provide. It is your responsibility to ensure that information is accurate and complete. We are not liable for any consequences that arise from inaccurate or incomplete information.

We aim to respond to all messages or clinical requests within two working days (Monday–Friday, excluding UK public holidays).

Follow-Up

• Our clinical team may contact you to check on your progress after a consultation.
• We may also request your feedback to help improve our services.
• From time to time, anonymised or pseudonymised data may be used for clinical audits, reporting, or service improvements.

8. Additional Services
9. Testing Services

Our testing services apply only to the specific infections or conditions listed in the service description on our website. Please note:

• Swab/urine-based testing does not detect infections in the throat or rectum unless otherwise stated.
• All tests meet clinical standards and are sourced from trusted laboratories, but no diagnostic test is 100% accurate.
• All tests are subject to a “window period”—the timeframe in which recent infections may not yet be detectable. This is clearly explained on the relevant service page.

1. Public Health Reporting

In compliance with UK law, all diagnostic results (including COVID-19) must be reported to UK Health Security Agency (UKHSA, formerly Public Health England). UKHSA may also invite you to participate in optional surveys or studies to inform public health decisions. You may decline at any time.

Here’s your modernised and compliant “Pay As You Go” and Disclaimer section, reworded for clarity, professionalism, and aligned with ThanksDoc’s hybrid B2B2C model:

9. Pay As You Go Consultations

ThanksDoc offers a flexible, pay-as-you-go service for patients who prefer one-off appointments without a subscription. Please take note of the following terms:

1. Cancellations & Refunds

• Full refunds are available if you cancel your appointment more than 30 minutes before the scheduled start time.
• No refunds will be issued if the appointment is cancelled less than 30 minutes before the scheduled time.

1. Medication Costs

Effective 31st October, any medication prescribed during your consultation is not included in your consultation fee.
You will be required to pay for your treatment separately:

• In-pharmacy collections: Pay directly at the pharmacy of your choice.
• Home delivery: You’ll receive a secure payment link after your consultation.

10. Medication Disclaimer

ThanksDoc is not a repeat prescribing service. Our clinicians may provide prescriptions at their sole discretion, based on clinical judgment and in line with current guidelines.

We may offer:

• A 1-week supply or smallest available pack size for certain acute or long-term conditions, when clinically appropriate.
• Occasional repeats where safe and suitable, but not on a regular basis.

If ongoing medication is required, we may advise you to see your GP or a specialist for longer-term management.

Here’s a rewritten version of Sections 9 and 10 tailored for ThanksDoc’s B2B2C model, incorporating both online and in-person consultations, with updated language and tone to suit a professional healthcare platform:

9. Pricing

All prices displayed on the ThanksDoc platform are listed in pounds sterling (£) and include VAT, unless clearly stated otherwise.

We strive to ensure pricing accuracy at all times. However, in the rare event of a pricing error:

• If you are overcharged, we will identify all affected users and refund the difference promptly.
• Prices may vary depending on the nature of the service—in-person consultations, online consultations, testing services, and prescriptions may be priced separately.

If you are accessing ThanksDoc services via a partner pharmacy, employer, or healthcare provider, your consultation fee may be covered by your organisation. Please confirm this with the relevant party before booking.

10. Ordering and Cancelling Services
11. Prescriptions and Clinical Assessment

When you request a service that may result in a prescription, you consent to undergo a clinical assessment by one of our qualified clinicians. This assessment is required to ensure your medical suitability for any medication.

By placing an order:

• You expressly consent for us to begin the clinical assessment immediately.
• You acknowledge and accept that once the clinical assessment has been completed, you will no longer have the right to cancel your order under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Appointment Cancellations

If you need to cancel a consultation, please refer to the cancellation policy under Section 9 (Pay As You Go). Different terms may apply depending on whether the service is accessed directly or via a corporate or pharmacy partner.

Here’s the reworded section for Sections 11 to 16 in line with your ThanksDoc platform’s focus on professionalism and clarity for both patients and partners:

11. Concluding a Binding Contract

When you place an order for goods or services through the ThanksDoc platform, we will send a confirmation email to the address you provided, confirming receipt of your order.

Please note, your order is considered an offer to purchase and is not binding on us until one of the following occurs:

• We prescribe your medication.
• We dispatch your testing kit or any goods.
• We commence a clinical service, whichever happens first.

Due to professional codes of conduct and legal limitations, there may be restrictions on the number and frequency of any medication or goods we can supply. We are under no obligation to supply quantities exceeding the relevant permitted maximum, and we will charge you only for the quantities we do supply.

We reserve the right to reject any order at our discretion.

12. Delivery Costs

• Next-day delivery is available for £4.95.
• FREE Standard Delivery applies to testing packs, goods, or medicines that are dispatched by post.
• No delivery charge applies if you choose to collect your items directly from a ThanksDoc partner pharmacy.

13. Payment and Refunds

By providing your payment card details, you confirm you are authorised to use the card and you authorise ThanksDoc or our payment service provider to charge your card for the full amount of your order, including any associated delivery charges.

• Your transaction will appear on your bank or card statement as ‘ThanksDoc Online’.
• Refunds, if applicable, will be processed back to the original payment method and may take up to five working days to appear on your statement.

Prescriptions: All prescriptions are valid for six months from the date issued. If you do not collect your prescribed medication within this period, you are not entitled to a refund.

If you choose to pay via PayPal, your use of PayPal is governed by PayPal’s terms and conditions. Please review these for details on refunds and payment.

14. Authorisation of Orders for Medicines

Clinicians can only prescribe medicines when they have all the necessary and relevant information. If additional details are required beyond the information you provide in your online questionnaire, the clinician may request further information before making a final decision.

15. Non-Availability/Substitutes

In the event that your chosen pharmacy is unable to fulfil your prescription or supply the requested goods, we will contact you to agree upon an alternative pharmacy that has the item available. The original prescription/order will be revoked, and a new prescription will be sent to the alternative pharmacy.

16. Delivery of Orders

Once your clinician has authorised the supply of your medication or goods, we aim to dispatch orders within one working day.

Delivery Methods and Timeframes:

• Next-day delivery is available for most orders, with Evri as our delivery partner.
  • Mainland UK: Orders approved before 5 pm (Monday – Friday) will be delivered the next day. Orders approved on Saturday (up to midday) will be delivered on Monday.
  • Northern Ireland, Isle of Man, Scottish Highlands, and offshore UK destinations may take an additional 24-48 hours.

Test Kits:

• Next-day delivery is available for test kits if the order is approved before 1 pm.
• Standard delivery for test kits typically takes 3-5 working days.

Cold Storage Medications (e.g., Saxenda®, Wegovy®):

• These medications require cold storage during transit and are only dispatched Monday to Thursday for next-day delivery. Orders approved after 5 pm on Thursday will be dispatched the following Monday.

Other Special Medications:

• Emergency contraception, Cystitis, and Routine contraception follow specific delivery rules for next-day and standard delivery, as detailed in the product section.

Here’s a refined version of Sections 4 to 29 in line with your ThanksDoc platform’s professional tone:

4. ThanksDoc Online Doctor’s Right to Cancel

ThanksDoc Online Doctor reserves the right to cancel an order in certain circumstances, including, but not limited to:

• Inability to verify your identity;
• Unavailable medicines;
• Ineligibility to use our services;
• Payment issues; or
• Pricing errors.

If payment has already been processed, we will issue a refund to the card used for the original transaction.

It is at the sole discretion of our clinicians to decide whether the requested treatment is appropriate. If a clinician declines to administer treatment, your patient record will be updated with an explanation, which you can request a copy of at any time.

Discounts

Occasionally, ThanksDoc will offer promotions and discounts on services. Unless otherwise specified:

• Discounts cannot be applied retrospectively; they must be claimed during the promotion period.
• We reserve the right to withdraw promotional offers at any time.
• We may also amend the terms and conditions of any promotional offer where deemed reasonable and necessary.

Contact Us

If you believe you are entitled to cancel a test kit or order and receive a refund, or if you have concerns regarding a damaged or faulty product, please contact our Customer Services at 0800 246 5824

Liability if the Service is Not as Expected

22. ThanksDoc

ThanksDoc Online Doctor Services are operated by ThanksDoc, and ThanksDoc accepts no liability for any issues arising from your use of the service. Any claims you make in connection with ThanksDoc Online Doctor Services will be directed solely to ThanksDoc Online Doctor Services.

23. Our Liability to You

We accept full clinical responsibility for patients, as required by law. However, we will not be liable for any loss or damage in the following circumstances:

• No breach of legal duty: If there is no breach of the duty of care owed to you by us;
• Non-foreseeable loss: If the loss or damage is not a foreseeable result of a breach;
• Breach by you: If the loss or damage results from your breach of these Terms and Conditions.

We are not responsible for:

• Inaccurate information provided by you;
• Emotional well-being impacts, including any embarrassment caused;
• Loss of income or profits;
• Loss of opportunity;
• Loss of goodwill or reputation;
• Third-party losses; or
• Indirect, consequential, or exemplary damages resulting from the use of the service.

Nothing in these Terms and Conditions excludes liability for death or personal injury caused by our negligence or for fraud or fraudulent misrepresentation. These Terms and Conditions do not affect your statutory rights.

24. Information on This Website

While we strive to ensure that all information provided on our website is accurate, it is subject to change, and there may occasionally be outdated information. Please note that general medical information provided on the website is not a substitute for personalised medical advice and should not be used as such.

25. Links from This Website

From time to time, we may provide links to third-party websites for your convenience. We do not control these websites and accept no liability for their content or the use of these websites.

Legals

26. Use of ThanksDoc Online Doctor Services Outside the United Kingdom

ThanksDoc Online Doctor Services are designed for users located in the United Kingdom. If you choose to access the service from outside the UK, you do so at your own risk and are responsible for complying with the relevant laws of your jurisdiction.

We offer services in accordance with UK laws and regulations and cannot guarantee compliance with the rules of other countries. If you are not a UK resident, you must be in the UK at the time of your consultation.

27. Third-Party Rights

No third party has any rights to enforce these Terms and Conditions under the Contracts (Rights of Third Parties) Act 1999.

28. Waiver

A decision not to enforce our rights under these Terms and Conditions does not waive those rights and will not affect any future enforcement of them.

29. Governing Law

These Terms and Conditions are governed by the laws of England and Wales, and both parties submit to the non-exclusive jurisdiction of the English and Welsh courts.

We reserve the right to change these Terms and Conditions at any time. Any new version will be posted on the website and will take effect immediately upon posting. If you use the website after the new terms are posted, you will be indicating your agreement to be bound by them.

Page updated: 11/04/2025