Terms and Conditions

Introduction and responsibilities

The Services are provided by Endura Health LTD trading as ThanksDoc. By using our services you are confirming that you have carefully read, understand and agree to be legally bound by these Terms and Conditions which cover all services we provide.

Throughout these Terms and Conditions, services provided via any channel, including but not limited to our ThanksDoc website and our ThanksDoc partner websites are referred to as "Services", "our Services" or "the Services".

There is no limit on the amount of times you can use the Services. However, on a case by case basis, we may (at our sole discretion) choose to limit your usage of our Services, if we deem your use to be excessive.

You should call 999 immediately in a critical or life-threatening situation, such as if you or someone has:

• difficulty breathing
• severe bleeding and it can't be stopped
• severe chest pain
• a severe allergic reaction
• severe burns or scalds
• loss of consciousness
• major trauma such as the result of a serious road traffic accident, a stabbing, a shooting, a fall from height or a serious head injury
• acute confused states and fits which aren't stopping
• or if you believe someone is having a heart attack or stroke
• suicide attempt by taking something or self-harming

We reserve the right to change these terms and conditions at any time. The new version will be posted on this website and will take effect immediately upon posting. If you disagree with any part of these terms, then you should not use our Services.

1. 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 premises.

For regulatory purposes, the ThanksDoc service is overseen by our designated Registered Manager. Endura Health LTD's Care Quality Commission registration number is 1-18826835219.

At ThanksDoc, 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 site, 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
• Mailing purposes only: 639 High Road, The Trampery, ThanksDoc, N17 8AA, United Kingdom
• Website: www.thanksdoc.co.uk

2. Professional standards and qualifications

Services involve the provision of information, advice, testing and treatment for a range of medical conditions. To ensure quality care, our clinicians will also follow up with some patients. Services are provided by qualified doctors (collectively "clinicians") who are registered with the General Medical Council.

ThanksDoc is registered with the Care Quality Commission, the English independent healthcare regulator, under registration number 1-18826835219. This registration permits us to provide regulated activities. All of our clinicians comply with the requirements of their professional bodies, the standards set by the healthcare regulators we are registered with and, importantly, the General Medical Council guidelines on remote prescribing.

3. Privacy and security

Your privacy is important to us and the following information explains how we will use and protect it.

Privacy of your information

ThanksDoc complies with all relevant Data Protection legislation. We will use the information you provide with other information we obtain about you to administer and provide the goods and/or services you request. We will not share your personal information with any organisation other than those directly involved in delivering these services. See our Privacy Policy for full details.

Security

Services use security technology, including firewalls and Secure Socket Layers to protect information submitted through this website and has procedures in place to ensure paper and computer systems and databases are protected against unauthorised disclosure, use, loss and damage. Nevertheless, electronic transmissions are never completely private or secure and there is a risk, therefore, that any electronic communications sent may be intercepted and potentially read by others. You should, therefore, ensure that any computer, device or telephone you use to access your online patient record is suitably protected from potential interception.

You must not misuse the Services by:

• knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful
• attempting to gain unauthorised access to the Services, the servers on which they are stored, or any server, computer or database connected to the Services
• attacking the Service via a denial-of-service attack or a distributed denial-of-service attack

By breaching this provision, you would commit 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 those authorities by disclosing your identity to them. In the event of such a breach, your right to use the Services will cease immediately.

Direct marketing

Where a patient has given their explicit consent, ThanksDoc may send direct marketing materials to the patient via post, telephone, text, picture or video message, social media or email.

4. Registration

In order to use the Services, you will not be required to register with ThanksDoc. We reserve the right to suspend or terminate access at any time if we believe that your continued use of our services will prejudice others or us. By using the ThanksDoc Services, you:

• confirm that the information you provide is accurate and complete
• agree to keep your details safe and to take reasonable steps to protect your details
• confirm that you are aged 18 or over, or have a responsible carer or parent with you at the time of booking

Verifying your identity

We may ask you to upload or provide us at the time with proof of photographic ID in the form of a driving licence or passport. By using our services, you agree to the following:

• I confirm to the best of my knowledge having exercised all due skill and care that the information I have given is complete, true and correct.

Please view our Privacy Notice for further information on what we do with your data.

5. Our commitment to you

Each of our clinicians commits to:

Professional responsibility

Take professional responsibility for each patient who uses the Services to the same extent as a doctor would have responsibility when meeting a patient face to face.

Compliance

Provide a professional and transparent service that complies with General Medical Council Guidelines on remote prescribing, the Fundamental Standards as interpreted by England's healthcare inspectorate the Care Quality Commission, and clinical best practice in England.

Provide identification

Volunteer their name when prescribing medicines and communicating with patients.

Prescribe in the best interest of the patient

Prescribe medicines only when in their professional judgement it is in the patient's best interests to receive the medicine being requested and, accordingly, to refuse to prescribe medicines when they believe it is not in the patient's best interests to receive medicines without the benefit of a face to face consultation.

Medications not prescribed

There are certain medicines that will not be issued by clinicians in any circumstances. To ensure patient safety and reduce risks of misuse, ThanksDoc GPs will not prescribe the drugs listed below.

• ThanksDoc does not allow the prescribing of Class A, B or C drugs.
• ThanksDoc does not allow the prescription of Schedule 1-5 medications.
• Z-Drugs: Zopiclone, Zolpidem, Zaleplon
• High-risk medications:
  • Opioids (e.g. Morphine, Oxycodone, Fentanyl, Codeine, Tramadol, Buprenorphine, Hydromorphone, Methadone)
  • Benzodiazepines (e.g. Diazepam, Lorazepam, Alprazolam, Clonazepam, Temazepam)
  • Barbiturates (e.g. Phenobarbital, Secobarbital)
  • Gabapentinoids (e.g. Gabapentin, Pregabalin)
  • Strong Stimulants (e.g. Methylphenidate, Dexamfetamine, Modafinil)
• Drugs open to abuse: Ketamine, GHB/GBL (Gamma-hydroxybutyrate/gamma-butyrolactone), Anabolic Steroids, Synthetic Cannabinoids
• Addictive drugs: All controlled drugs listed under the Misuse of Drugs Act 1971 and Misuse of Drugs Regulations 2001; any substance known to have a high potential for dependency or abuse. A comprehensive list of controlled drugs, addictive substances, and medications prone to abuse can be found in the UK Misuse of Drugs Regulations 2001. For further details, refer to the UK Government Controlled Drugs List.
• Controlled substances: ThanksDoc GPs will not prescribe Schedule 1-5 controlled substances. Medications requiring specialist review should be referred to an appropriate specialist.

Privacy

Take all reasonable steps to protect patients' personal information as described in our Privacy Notice.

6. Your commitments when using Services

As the patient, you commit to:

Accurate information

Answer all questions truthfully and fully.

Personal registration (where applicable)

Not register more than once.

Registration for someone other than yourself (where applicable)

Not register or complete questionnaires on behalf of anyone other than yourself.

Comply with instructions

Read carefully each message and follow the instructions of your clinician. Comply with any instructions given for each medicine. If you are uncertain as to how to use a testing kit or take any medicine we have provided to you, you will contact us and not use the kit or medicine until you have sufficient information from us and understand the correct instructions.

Decisions at Services

Accept the Services' decision when our clinician determines that it is not in your best interests to receive the requested medicine.

Abusive behaviour

Treat our clinicians and staff with respect. We do not tolerate abusive behaviour. In the event of such behaviour we are within our rights to deactivate your patient record and refund any open orders.

Notify your GP

With your consent and provided you inform us of the name and email address for your GP, we will always offer to inform your GP of any medicines that our clinicians prescribe.

For select services it is mandatory that we notify your GP of your treatment with us. However, we will always offer to notify your GP of any medicines that we have prescribed, but if you decline to take up our offer to contact your GP, it is your responsibility to notify your GP. If you decide not to notify your GP, it is important that you keep a record of any medicines that we have prescribed.

However, please note that in emergency situations, we may need to contact a healthcare professional, social services or the emergency services without your consent, regardless of whether or not you have declined previous offers to notify your GP. This includes but is not limited to situations where we may believe that you are, or someone else is at risk of neglect, sexual, physical or emotional abuse; a serious crime has occurred or may occur, or where it is considered that someone may be at risk of significant harm or serious addiction as a result of the information we receive; if we have significant concerns about your health and/or wellbeing; or where this is otherwise required by law.

Protect medicines

Ensure that no-one other than yourself has access to any medicines that we make available to you.

Expiry date

Ensure that any medicines prescribed in advance of need are not used beyond their expiry date.

Notify side-effects

Inform ThanksDoc if you experience any side-effects from any medicines we make available to you or if you think that any medicine we made available to you has not been effective.

7. Information and advice

The information and advice provided by Services, when you use the service, is based on the information you have supplied to us. It is your responsibility to ensure this information is correct and complete and you accept that failure to do so (whether intentionally or not) will affect the information and advice we give to you and the medicines we supply to you and, as such, may have consequences for which we are not responsible. We aim to respond to all requests for information and advice within two business days, business days being Monday to Friday, excluding public holidays.

Follow up

• Our clinical team may contact you to check how you are getting on after using the service.
• One of our team may also contact you for feedback about your service experience to help us improve to ensure we meet your needs.

From time to time we use anonymised or pseudonymised information (this means it is impossible to identify individuals) to carry out an evaluation of our service, to report on and improve the standards of clinical care and service we provide, and to help inform good clinical practice.

8. Other services

Testing services

Testing services cover only those conditions and infections that are specified for that particular testing service on this website. In particular, any testing services reliant upon a urine sample or a vaginal swab will not detect any infections in the throat or anus. All tests that are offered through this website are from reputable laboratories and are of the standards expected for the clinical purpose but as with all tests, no test can be 100% accurate and all tests are subject to a "window period". The "window period" for each test is made clear on the website.

Public Health England (PHE) may contact you asking you to participate in a study or survey related to your COVID-19 result. PHE has the legal right to collect and use patient information to inform targeted public health action.

The results of these studies or surveys will be used alongside other evidence to inform public health action against COVID-19. PHE will ask participants to provide consent to participate in any study or survey and participants will be offered the opportunity to further refuse participation in any future studies or surveys.

All diagnostic laboratories, point of care test providers and non-NHS testing services are required by law to report test results to PHE.

Subscription plans

By signing up to one of our subscription plans, you agree to be charged the repeat payment of the specified amount from the payment card you used when signing up to the service. This is known as a Continuous Payment Authority. If your payment fails and you do not update your card details when prompted, your plan will automatically be terminated. You can cancel your plan at any time by contacting our team at info@thanksdoc.co.uk and you will not be charged a cancellation fee. However, if your treatment has already been sent out when you attempt to cancel, you may still be charged for that specified payment.

Our clinicians have the right to review your suitability for your subscription plan at any given time and can terminate your plan if they deem you unsuitable for the service. You are also required to complete a clinical review every six months or one year depending on what plan you have signed up for. However, if you do not complete the review questionnaire before your next treatment is due, your plan may be automatically terminated and you will be notified of this.

Monthly subscriptions

By signing up to a rolling monthly plan, you agree to be charged the repeat payment of the specified amount from the payment card you used when signing up to the service. This is known as a Continuous Payment Authority.

If your payment fails and you do not update your card details when prompted, your plan will automatically be terminated. You can cancel your plan at any time by contacting our Customer Services team and you will not be charged a cancellation fee.

If you are prescribed medication, your treatment cost is not included in your subscription plan and comes at an additional cost. Your medication will need to be paid for at your chosen pharmacy if you're collecting, or through a payment link if you select delivery.

Pay as you go

If you cancel your consultation less than 48 hours before it starts, you will not be entitled to a refund or exchange. You would need to rebook.

You are entitled to 1 electronic prescription item included in your consultation. Additional prescriptions will be charged.

The actual medication cost is separate. Your medication or treatment cost is not included in your appointment fee and comes at an additional cost. Your medication will need to be paid for at your chosen pharmacy if you're collecting, or through a payment link if you select delivery.

Disclaimer

The longest duration of medications we can prescribe is 28 days, this is at the discretion of the prescribing clinician. We can provide repeat medications to our registered patients who undergo regular reviews and monitoring with our service and are signed up to our service.

9. Pricing

All prices on this website are in pounds sterling and include VAT (when applicable) unless expressly stated otherwise. We take care to ensure that all pricing information on our website is accurate but occasionally there may be an error. In the event that an error has occurred and the price charged is too high, we will identify all those that have overpaid and refund the difference, or refund the service prior to dispensing any medication or undertaking any consultations.

10. Placing and cancelling an order

Prescribing of medicines

When you place an order for medicines or take up a service that involves the prescribing of medicines this will require us to perform an assessment of your clinical suitability for the medicines before they can be approved for supply ("Clinical Assessment"). When you place an order, you agree to us commencing this Clinical Assessment and, as such, once this Clinical Assessment has been completed, you will have no legal right to cancel your order under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Testing kits

For unused postal testing kits and goods that do not require a prescription, you can change your mind and cancel your order provided you do so within fourteen calendar days of delivery. For orders containing multiple goods or testing kit items, this will be within fourteen calendar days of delivery of the last testing kit or goods item.

Where the test kit has been tampered with following delivery (i.e. has been used, or opened), we will not be able to accept any returns or issue refunds for such test kits for health and hygiene reasons. See section 20 for more details of our refund and cancellation policy.

Examples of these testing kits are: STI or COVID-19 test kits.

Other services

For any other item which is not a medicine, testing kit or goods, but requires us to provide a service alone or a service before approving items for supply, you have the right to cancel up to fourteen calendar days after the contract commences. However, where we have already begun to provide that service at your request, you will still be liable for costs relating to the service we have already provided. See section 20 below for further details.

Any cancellations must be received and reviewed by ThanksDoc, in order to qualify for a refund in accordance with section 20.

11. Concluding a binding contract

When we receive an order from you to purchase goods or services from us, we will confirm that we have received the order by sending a confirmation email to the contact email address that you supplied. Your order is an offer to purchase an item and will not be binding on us until we either prescribe your medicine, dispatch a testing kit or other goods, or otherwise commence a clinical service, whichever occurs first. Professional codes of conduct and legal restrictions may limit the number and frequency of any item we are permitted to supply to you and, as such, we have no obligation to supply quantities exceeding the relevant permitted maximum and will charge only for those we do supply. We reserve the right to reject any order.

12. Delivery costs

Patients can choose to have items delivered and are liable for delivery costs. Delivery costs are calculated at checkout. Some pharmacy partners will have their own delivery costs and will notify you accordingly.

13. Payment and refunds

In providing payment card details, you confirm that you are authorised to use the card and authorise us, or our payment service provider, to take payment in full for the items in your order and any associated delivery fees and any other charges that become due to us under these terms and conditions. The transaction will appear on your bank or card statement as "ThanksDoc".

Refunds, if applicable, will only be made using the payment gateway (e.g. Stripe) to the card originally used for payment. Refunds may take up to five working days to appear on a card statement.

All of our prescriptions are valid for six months from the prescription date. When you place an order for a medicine and nominate a pharmacy for collection, if our clinicians approve your order and prescribe, you must collect the medicine within six months. After this time, you will not be entitled to a refund.

If you choose to pay via PayPal, then your use of the PayPal service is governed by the PayPal user agreement in force from time to time. Please refer to the PayPal user agreement for details of the terms and conditions applicable to payments and refunds processed through PayPal.

14. Authorisation of orders for medicines

Our clinicians can only make a decision as to whether it is in the best interests of the patient to receive a medicine when the clinician has all relevant information. On occasion, this may require the clinician to ask the patient for additional information further to the information that was provided in response to an online questionnaire.

15. Non-availability and substitutes

In the event that a patient's chosen pharmacy is unable to fulfil a prescription or supply goods ordered, we will contact the patient to agree an alternative pharmacy that we have already identified as having the item available. The original prescription or order will be revoked, and a new prescription or order will be sent to the new pharmacy.

16. Delivery of orders

ThanksDoc uses regulated UK partner pharmacies or regulated pharmacies of your choice to dispense all medicines and supply all goods. Medicines and goods for delivery by post will be subject to the pharmacy's terms and conditions.

With our partner pharmacies, most medicines and goods for delivery by post are sent out using our delivery partners within one to two working days or three to five working days. Delivery time frames are based on the time orders are approved by our clinical team.

Alternatively, in most cases, the electronic prescription will be emailed to you and you can collect from any UK pharmacy that accepts these prescriptions.

17. Signature on delivery

If your parcel is signed for, the person signing for medicines or goods does not need to be the named patient.

18. Collecting medicines from a participating pharmacy

If you opt to collect your medicines from a participating pharmacy, before doing so you need to check your online patient record (where applicable) to ensure a clinician has approved your medicine. You also need to telephone the pharmacy to check they have the medicine in stock. If you ordered goods only, you need to telephone the pharmacy to check they have those goods in stock.

In both cases, please be aware that if there are availability issues at your nominated pharmacy, it may not be possible to pick up your approved medicines or goods on the same day as you ordered them.

19. Notification of errors

You should check the content of each delivery promptly upon receipt. If you believe that items have been sent to you in error, you should contact us immediately via your online patient record.

20. Refunds and your right to cancel

No refund will be given for cancellation of consultations within 48 hours. No refunds are given for third-party services, including blood tests, scanning, and referrals. No refunds are given for consultations that do not result in a preferred prescription being supplied. Our clinicians are under no obligation to supply a prescription for a medication with a consultation; they will use clinical judgment and are governed by clinical protocols and strict legislation.

ThanksDoc's right to cancel

In certain circumstances, ThanksDoc may not be able to accept your order, for example, where:

• We cannot verify your identity.
• There is no availability of the medicines you require.
• You are not eligible to use our services.
• There is an issue with us taking your payment.
• The pricing provided by us is incorrect.

In these circumstances, where payment has been taken, we will issue you a refund to the payment card used for the original transaction.

It is at our clinicians' discretion to provide treatment to you, and to determine whether such treatment is suitable in the circumstances. Where a clinician refuses to administer the treatment requested, your patient record will be updated with a full explanation as to why this has been refused. You can obtain a copy of your patient record at any time on request.

Discounts

From time to time, we will run promotional offers and discounts on our services. Unless otherwise stated:

• Discounts cannot be applied retrospectively. You can only claim the discounts during the time of the promotion and not before or after.
• We reserve the right to withdraw such offers at any time.
• We reserve the right to amend the discounts or the terms and conditions applicable to that promotional offer where we consider it reasonable and necessary to do so.

Contact us

If you are within your rights to cancel your testing kit or goods and obtain a refund, or for any concerns regarding a damaged or faulty product or kit, contact ThanksDoc Customer Services at patienthelp@thanksdoc.co.uk.

21. Our liability to you

Provider responsibility and liability

The ThanksDoc Services are operated by Endura Health Ltd, trading as ThanksDoc. Endura Health Ltd is responsible for the delivery of the services provided through the ThanksDoc platform in accordance with applicable law and regulatory requirements.

Nothing in these Terms limits or excludes liability for death or personal injury resulting from negligence, fraud, or any other liability that cannot be excluded or limited under applicable law.

Clinical services are delivered by appropriately qualified healthcare professionals who remain professionally accountable for their own clinical decisions and care provided.

Any claims arising in connection with the ThanksDoc Services should be brought against Endura Health Ltd, unless otherwise required by law.

Services accept full clinical responsibility for all its patients to the full extent that the law requires. We will not be liable for any loss or damage (in contract, negligence or otherwise) where:

• There is no breach of a legal duty of care owed to you by us.
• The loss or damage is not a reasonably foreseeable result of any such breach.
• Any loss or damage or increased risk of loss or damage results from a breach by you of these Terms and Conditions.

We are not responsible for:

• loss or damage caused by you providing inaccurate or incomplete information
• loss of your emotional well-being including, but not limited to, any embarrassment caused
• loss of income or anticipated profits
• loss of opportunity
• loss of goodwill or injury to reputation
• losses suffered by third parties
• any indirect, consequential, special, or exemplary damages arising from the use of the service regardless of the form of action

Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence or for fraud or fraudulent misrepresentation. Nothing in these Terms and Conditions affects your statutory rights.

22. Information on this website

We take care to ensure that all information available on our website about our business, services, and any products mentioned is accurate. However, these are continually developing and, occasionally, the information may be out of date. General medical information provided on the website (as opposed to personalised information uploaded into your online patient record) is not a substitute for specific and personalised medical advice and should not be read or used as such.

23. Links from this website

We may, from time to time, provide links from this website to websites that are owned and controlled by third parties. These links are provided only for your convenience, and we have no control over and will have no liability in respect of those websites.

24. Use of the ThanksDoc Services outside of the United Kingdom

ThanksDoc makes no claims or representations that any or all of the content on this website, or the ThanksDoc Services, may be lawfully viewed, downloaded or used outside the United Kingdom. Unless otherwise expressly stated, the content, this website and the ThanksDoc Services are directed solely at users who access the Service from within the United Kingdom. If you choose to use the Service from outside of the United Kingdom you do so at your own risk and are responsible for compliance with the laws of your jurisdiction. We provide our services in accordance with UK laws and regulations and cannot guarantee that this will comply with the rules of the country where you are located. If you are not a UK resident, then you must be located in the UK at the time of your medical consultation.

25. Third party rights

Nothing in these Terms and Conditions is intended to, nor shall it confer a benefit on any third party under the Contracts (Rights of Third Parties) Act 1999 and a person who is not a party to these Terms and Conditions has no rights to enforce them.

26. Waiver

No delay or decision not to enforce rights under these Terms and Conditions will constitute a waiver of the right to do so and will not affect rights in relation to a subsequent breach.

27. Governing law

These Terms and Conditions are subject to the laws of England and Wales and each of us hereby submits to the non-exclusive jurisdiction of the English and Welsh courts.

We reserve the right to change these Terms and Conditions at any time. The new version will be posted on this website and will take effect immediately upon posting. If you use this 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.