By accessing or using the Hey Pharmacist service (whether via an app, website or any other means), you are agreeing to be bound by and to comply with these terms and conditions.
We may update these terms and conditions from time to time for technical, legislative or regulatory reasons or if we notice any errors. If we make any changes that would have a significant detrimental effect on your ability to use Hey Pharmacist or on your rights under these terms then we will send you an email to let you know.
Information about us
We are Numark Digital Limited, a company registered in England and Wales with company number 13316137, part of the PHOENIX Group UK registered at Rivington Road, Whitehouse Industrial Estate, Preston Brook, Runcorn, Cheshire, WA7 3DJ.
Application has been made to register our trademark Hey Pharmacist by our parent company, Phoenix Healthcare Distribution Limited, a company registered in England and Wales with company number 00129370, part of the PHOENIX Group UK registered at the same office set out above.
Hey Pharmacist is our digital service which allows you to request current repeat prescription items and have the items dispensed at a pharmacy of your choice, including at our distance selling pharmacy t/a Rowlands Pharmacy based at Lea Green Distribution Centre, Elton Head Road, St Helens, WA9 5AU.
Our pharmacy is registered with the General Pharmaceutical Council, our registration number is 9011032. The Superintendent Pharmacist is Neil Stewart, registration number 2057585.
Using our ordering service
Who may use our ordering service
To use our ordering service, you must be registered with an NHS GP practice in England.
The Hey Pharmacist service can be used for ordering medication from your local pharmacy or from the Rowlands Pharmacy Distance Selling Pharmacy (DSP). Please note, urgent items ordered via the DSP will not be delivered for a couple of days and you should consider this when making your order if your items are urgent. Read NHS guidance on how to get medication urgently.
Nominating a pharmacy to receive your prescription
Our service principally uses the NHS Electronic Prescription Service (EPS). EPS makes it possible for your prescriptions to be sent electronically to the pharmacy or dispenser of your choice.
On placing an order via the Hey Pharmacist app or website you are agreeing to nominate your chosen pharmacy to receive your prescriptions electronically. You can read more about EPS and the process of nomination on the NHS website.
By placing an order, you acknowledge that you have read this information and understand the process of EPS nomination.
Reliance on your GP
Your GP may choose to reject your order for prescription items, or to only issue part of your order. We will notify you if this happens and it will be your responsibility to contact your GP to discuss this.
If your GP practice is not listed on our website or app, you will not be able to place orders using our website or app, you can still use our dispensing services, please contact us at firstname.lastname@example.org for more information.
We are not in control of the time it takes your GP to issue your prescription or of whether your GP chooses to approve, reject or partially issue your order. If you notice that your prescription seems to be taking longer than usual, or, if you have queries about approval or rejection of particular items on your order, you should contact your GP surgery directly.
Payment of prescription charges and exemptions
For NHS prescriptions you are required to pay the relevant NHS prescription levy or to confirm that you have a pre-paid prescription certificate. If you are exempt from prescription charges you will be asked to confirm your eligibility for free prescriptions.
If you pay for your prescriptions
If you pay for your prescriptions you must provide details of a valid credit or debit card.
In providing payment card details, you confirm that you are authorised to use the card and authorise us to pre-authorise your card for the estimated prescription charges at the point the order is placed. Full payment is taken at the point the prescription is dispatched for delivery.
In the event that a refund is required, refunds will only be made using the payment gateway or card originally used for payment. In the event that your prescription includes items that are additional to those ordered, additional charges may be payable. In these circumstances we will contact you to take payment.
If you do not pay for your prescriptions
For NHS prescriptions you will be asked to confirm your eligibility for free prescriptions. Where eligibility for free prescriptions is being claimed, you will be asked to provide evidence of your entitlement to free prescriptions.
Where evidence is requested but not provided we are obliged to notify the NHS who may conduct further checks as part of arrangements for preventing or detecting fraud or error. It is your responsibility to give accurate information and to not make a false declaration.
Using our dispensing service
You may select the Rowlands Pharmacy Distance Selling Pharmacy (DSP) as your pharmacy of choice to receive your prescription items.
By selecting Rowlands Pharmacy DSP as your pharmacy of choice, you are agreeing to your prescription being dispensed by us (as detailed above) and delivered either via Royal Mail or our specialist courier partner.
In selecting Rowlands Pharmacy DSP as your pharmacy you are also providing consent for us to share your personal information relating to your prescription with your GP, NHS England, the NHS Business Services Authority and Secretary of State for Health. This is in addition to the consent you are providing in relation to EPS, as explained above.
Processing your order at Rowlands Pharmacy DSP
When you submit an order via the app or website, we’ll send you an email to acknowledge that we’ve received your order request. Please note that such email does not mean that we have agreed to accept or dispense your prescription items.
When we receive your prescription, we will verify it against the information provided to us at the time the order was placed. In the event that the information does not match with your original order, we may try to contact you using the information provided when you registered for your account. If we cannot contact you and are therefore unable to dispense the items on your order we reserve the right to return your prescription.
From time to time, prescription items may be affected by shortages in the market meaning that we are unable to supply a particular item. We will advise you of when the items will be available or, if you wish, we will return the prescription to the EPS system so that you can try alternative pharmacies to see if they have the product
In the event that this happens, we will try to contact you using the information in your registration. If we are unable to make contact with you, the prescription item will be cancelled and it will be your responsibility to make alternative prescription arrangements.
A contract will only be deemed to be made between us at the point we dispense the items on your order. We’ll send you an email to let you know when we’ve dispensed your prescription. Until that point, we are under no obligation to supply you with any items on your order and we can accept or reject an order for any reason.
Local pharmacy collection
When you submit an order via the app or website and choose the collection option, we’ll email you to acknowledge that your order request has been received and notify you when your prescription has been sent to your pharmacy of choice.
When choosing to collect locally, Hey Pharmacist acts as a platform that connects your order with your pharmacy of choice. We cannot verify the accuracy of the information sent to the pharmacy, for example, any medication names or dosage you may use for repeat prescriptions. Any queries relating to collection orders should be directed to your chosen pharmacy.
Ordering for someone else
A primary account holder can manage prescription requests on behalf of another adult, 16 years or above, if they are acting as a carer or they have been given express consent to do so by that individual
Access to your NHS Summary Care Record
n order to dispense your prescription, it may be necessary for the Pharmacist or Pharmacy Technician in charge of your order to access additional clinical information about you using your NHS Summary Care Record (SCR). Read more about SCR on the NHS website.
By selecting Rowlands Pharmacy DSP as your pharmacy, you agree to us accessing your SCR where necessary for up to 12 months from the date on which the order is placed. There are strict guidelines in place covering access to SCR and all access is logged and periodically audited.
If you prefer to opt out of SCR, you can do so by contacting your GP.
Cancellation of order
You can cancel your order at any time before we dispense your prescription by contacting us at email@example.com (where applicable) you will receive a full refund using the method of payment that you used to pay for the products.
We will deliver prescriptions to addresses located in the UK.
There is no charge for delivery of NHS prescriptions.
All items are posted to the address provided by you in your registration, or an alternative delivery address when the order is placed. Items will be dispatched as follows, depending on their type:
Standard item delivery
Standard prescription items (excluding fridge lines and controlled drugs) are dispatched via Royal Mail Tracked 48.
Dispatch may be either as a letterbox sized shipment or as a parcel shipment, dependent on the overall size. Once items are dispatched, you will receive a notification from us. You will also be able to track the progress of your delivery using the Royal Mail tracking service. Wherever possible we will try and post your delivery through your letterbox, if this is not possible, we may leave it with a neighbour or in your safe place (if requested).
Failed standard deliveries – A card will be left indicating that the delivery could not be made. It will outline any local collection or redelivery options available to you. If you do not collect your item within the timeframe specified, it will be returned to us. In this situation we are unable to provide a refund. If this happens, please contact us for advice.
Fridge item delivery
Fridge lines are dispatched via Royal Mail Tracked 24.
Fridge lines are specially packaged using MHRA validated methods to ensure the temperature is maintained in the optimal range of between 2 and 8 degrees. The packaging products we use include natural wool along with ice packs which are fully re-useable and recyclable. Wherever possible we will try and post your delivery through your letterbox. If this is not possible, we may leave with a neighbour or in your safe place (if requested).
Failed fridge line deliveries – A card will be left indicating that the delivery could not be made. It will outline any local collection or redelivery options available to you. If you do not collect your item within the timeframe specified, it will be returned to us. In this situation we are unable to provide a refund. If this happens, please contact us for advice.
Fridge lines are only assured for 48 hours from dispatch due to the requirement to maintain the temperature between 2 and 8 degrees. After 48 hours, the prescription item will no longer be suitable for use. If this happens, please contact us for advice.
Controlled drugs delivery
We will need to make special arrangements with you to deliver controlled drugs as you must be available to sign for the delivery.
Controlled drugs are dispatched using a 24-hour tracked service. By using our service, you authorise any person at your chosen delivery address to sign for the items as your authorised representative.
Failed controlled drug deliveries – A card will be left indicating that the delivery could not be made. It will outline any local collection or redelivery options available to you. If you do not collect your item within the timeframe specified, it will be returned to us. In this situation we are unable to provide a refund. If this happens, please contact us for advice.
Your responsibility to check items
You must check prescriptions items carefully and promptly once received. In the event that you believe an item has been tampered with, or dispensed in error, do not take or use the medication and contact us immediately at firstname.lastname@example.org advice.
Returning items that are incorrect or faulty
You may have the right to return, for a refund, items that are not as described, not fit for purpose or not of satisfactory quality when they arrive with you. For detailed information please visit the Citizens Advice website or call 03454 04 05 06. Nothing in these terms will affect your legal rights.
If you believe any of the items you have ordered are not as described, not fit for purpose or not of satisfactory quality when they arrive with you, please contact us at email@example.com.
Returning unwanted medication
You can return prescription items that are no longer required to any community pharmacy. If you wish to return prescription items to our pharmacy, please repackage the items securely and contact us for details of how to return.
Other important terms
We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
Any contracts entered into under these terms are between you and us. No other person shall have any rights to enforce any of these terms.
Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
If you are not happy with our service, the quickest and easiest way to contact us is at firstname.lastname@example.org.
If your query is related to an NHS service such as dispensing your prescription, we will acknowledge your query within 3 working days. We will agree with you a reasonable response time to provide a resolution. This will usually be within 28 days. You can read more here on how NHS complaints are managed.
If you are not happy with our response you can raise a concern with the GPhC (General Pharmaceutical Council). You can read here the role the GPhC play in the complaints process.
These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts.