Treat It (“The Clinic”, “we,” or “us”) is part of The GP Service and brand name trademarked under Kanabo Group PLC, a company incorporated in England and Wales under company number 338440891.
Treat It provides an online service that brings together patients, doctors and pharmacies. It provides this service and related services (the “Services”) through its website at https://treat-it.clinic (the “Website”), its mobile and tablet applications and certain software (together, the “Treat It System”).
Before using our website/applications please read these terms and conditions carefully. By using the Treat It System you agree to be legally bound by these terms which will take effect immediately on your first use of the Treat It System. If you do not agree to be legally bound by these terms and conditions then please do not access or use the Treat It System. We may change these terms and conditions at any time and will post changes online. Please review these terms regularly to ensure you are aware of any changes made by us. Continued use of the Treat It System after these changes are posted means you agree to be legally bound by these changes as updated. These Terms form a legal agreement (the “Agreement”) between you and The Clinic.
Our services are not suitable for any emergency medical situation or for any diagnosis or treatment that may require a physical examination.
In an emergency, please call 999 or go to your nearest accident and emergency department.
In these Terms the following definitions shall apply:
About Treat It
2.0 Treat It provides a service that:
2.1 Treat It (part of the GP Service) is regulated by the Care Quality Commission (the “CQC”) under number ‘1-2804999282’. The CQC monitors, inspects and regulates health and social care services.
2.2 All Doctors are registered with the General Medical Council in the UK, and their registration details and status can be found at www.gmc-org.uk. We do not guarantee the availability of any particular Doctor. All Doctors are independent contractors and any Advice provided or offered to you by a Doctor is the sole responsibility of that Doctor.
2.3 All of the pharmacies that are listed on the Treat It System are registered with the General Pharmaceutical Council (GPhC) and information about each of them can be found at www.pharmacyregulation.org/registers/pharmacy. If you require further information about a pharmacy, you can contact the pharmacy directly on the number listed for that pharmacy. All prescription medication dispensed by a pharmacy, and all other products and services supplied by a pharmacy, are dispensed and supplied under that pharmacy’s terms and conditions, a copy of which can be obtained directly by contacting the relevant pharmacy. Treat It is not responsible for the dispensing, supply and/or delivery of any medication, treatment, product or service prescribed to you or ordered by you via the Treat It System.
2.4 The Services and any Advice are provided for non-urgent circumstances only. If you require emergency medical attention, any other treatment that is urgent, a physical face to face examination, or if your situation is not suited to remote communication, we strongly advise that you contact your NHS General Practitioner (“GP”), other medical practitioner or the emergency services. The Services are in no way designed or intended to replace the services of the NHS or services provided by your GP.
2.5 We will share your information automatically with your GP and will access your summary care record. This is a compliance requirement of the General Medical Council.
2.6 If you need any information or have a complaint about the Website or any of our Services, please contact us by one of the following methods: By Email: email@example.com If you require assistance for a video consultation booking or require support for an appointment you can speak to us by calling 0247 745 0733 between the hours of 9.00am and 5.00pm Monday to Thursday.
3.0 Registration and Eligibility
3.1 In order to access the Services, you must register with us and create an account (“Account”). You agree for us to be able to undertake an ID check with an external agency to confirm your identity. It is therefore important that you provide us with correct and accurate details.
3.2 The Treat It System and the Services are only intended for use by people resident in the United Kingdom. We do not accept orders for Services or Products from individuals outside these countries. All Doctors practise in accordance with UK healthcare regulations and guidelines.
3.3 The Services are not intended for users under 21 years of age. We check your date of birth during the registration process and if you are under 21, you are not permitted to have an account or to receive the Services. You are not permitted to use our services on behalf of a person under 21 years of age.
4.0 Your Account
4.1 You agree, at all times, to provide us with accurate and complete information in your registration and Account, and to update such information as appropriate.
4.2 For security purposes, you must also set a password for your Account. You are responsible for maintaining the confidentiality of your Account and password and for restricting access to your computer and devices, and to the extent permitted by applicable law you agree to accept responsibility for all activities that occur under your Account or password. You should take all necessary steps to ensure that the password is kept confidential and secure and should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be used in an unauthorised manner. You can reset your password at any time from within your Account.
You must have an available photo as proof of identity (for example a Passport or Driver’s Licence) to show the Doctor at the start of your consultation. By using this service, you also consent to us making an ID check with an external agency to confirm the details you have provided us. If the Doctor cannot verify your identity or your ID check has failed they may choose to cancel the consultation or be unable to issue a prescription. Please therefore ensure that you provide correct and accurate information.
5.1 Treat It provides a service that allows users to consult with a Doctor through secure video chat via our mobile or tablet applications ( “Live Consultation”).
5.2 Repeat prescriptions are completed and submitted via the Treat It System. Doctors can only make a decision as to whether it is in your best interests or the best interests of the patient to receive medication if and when the Doctor has been provided with all the relevant information. In the circumstances, on occasion and after submission by you of your completed forms, the Doctor may ask you for additional information or, if the Doctor deems it necessary or appropriate, refer you to your GP.
5.3 The Doctor allocated to you and with whom you have a Live Consultation will record the results of the consultation as required by law and regulatory requirements. You agree to review and inform us of anything that you believe to be incorrect or inaccurate. It
6.1 When you have your medication delivered, you may be required to present a photo proof of identity (for example a Passport or Driver’s Licence) to verify your identity to the delivery driver. If you cannot verify your identity, delivery of the medication may be returned to the Pharmacy. You will be required to pay for the cost of re-delivery.
6.2 If the Doctor, following a Live Consultation, and based on his/her medical assessment, decides that you are suitable for treatment, he/she may issue a private prescription that shall be dispensed by the Nominated Pharmacy.
6.3 You understand and accept that there is no guarantee that you will be approved to receive a prescription following a Live Consultation. Prescriptions are issued at the sole discretion of the Doctor. Certain types and classes of medications such as controlled drugs (or restricted drugs and substances as classified by The Misuse of Drugs Regulations 2001), specialist drugs, are medications that require closer monitoring,
6.4 If you are approved to receive a prescription following a Live Consultation, we will send you an email attaching a patient information leaflet about the medication that has been prescribed (where available). These patient information leaflets are regularly revised and updated, and we therefore cannot guarantee that we will send you the most up to date version. We recommend that you obtain the latest version of the information leaflet that is relevant to you from the electronic Medicines Compendium (eMC) website at https://www.medicines.org.uk/emc/. A copy of the leaflet is also normally provided with the medication when dispensed by a pharmacy. You agree to contact your GP or other qualified health professional or pharmacist if you do not fully understand anything about the medication you have been prescribed or if you do not fully understand why you have been prescribed that medication or do not fully understand the instructions.
6.5 You agree and consent to Treat It sharing basic identification data with the Pharmacy, for the purposes of enabling the pharmacy to verify your identification on collection of your prescription. The pharmacy may contact you directly to process the prescription, including to confirm your details and to arrange delivery.
6.6 All prescriptions that are issued by a Doctor are only valid at approved UK pharmacies.
7.1 Video Consultations:
The fee for a Live Consultation will vary depending on the duration of the session spent with the Doctor and will be shown on the website and when booking. The initial fee that is charged for an online Live Doctor Consultation and is for a thirty (30) minute session.
The fee referred to above is for the Live Consultation. In addition to the initial consultation fee advised at the time of booking for the live consultation, if the Doctor offers you any Prescription, you will be charged (subject to your acceptance), a Prescription fee which shall be shown on our website. You will not be entitled to a refund for any prescriptions once issued to you as part of the Consultation.
7.2 Delivery charges for medication:
If a Doctor issues you with a prescription during a Live Consultation, your medication will be delivered to you from your nominated pharmacy. Additional charges will apply depending on the nominated pharmacy selected, and you will be advised of these at the time you place your order.
8.1 Orders for Live Consultations:
For a Live Consultation, you must make a booking online and choose a time slot. All appointment times are by reference to local UK time.
8.2 Following the completion of your order for a Live Consultation, you will receive an email confirming the order has been received. Your request for a Live Consultation will then be sent to a Doctor. Once a Doctor has accepted your request for a Live Consultation, we will send you an email confirming the start time of your appointment and containing a link to the Live Consultation which will take place by secure video link. You should receive this email within one (1) hour of making your booking. If you do not receive this email, please first check your email junk folder, and if you still haven’t received the email, please contact us on firstname.lastname@example.org.
8.3 All confirmed appointment times are a guide only, and we cannot guarantee that the Live Consultation will commence at the stated appointment time or within a specified time parameter. At times, due to medical emergencies and other reasons beyond our reasonable control, we may also need to change your appointment time. We reserve the right to do so at any time up to the confirmed start time of your appointment. We will, in such circumstances, write to you to agree on an alternative appointment time.
8.4 On the date and time of your allocated slot, you must click on the link provided to you to commence your Live Consultation. You will also find this link on your Account with us, which you can access by logging in to your Account on the Website or via our mobile or tablet applications. The link will become active ten (10) minutes prior to the start of your Live Consultation. The Doctor allocated to you shall be entitled to move on to his/her next appointment if you are more than five (5) minutes late to your appointment, and you will be considered to have missed your appointment. You will be charged in full for all missed appointments.
8.5 Following the end of the Live Consultation, the Doctor will, if required, issue a prescription based on the information you provided to the Doctor during the Live Consultation, following which you will be sent an invoice for the Live Consultation.
8.6 If the Doctor issues a prescription, this will be sent electronically to the pharmacy. All medication prescribed to you during a Live Consultation must be paid for before being dispensed.
8.7 Non-acceptance of an order:
Your order may be declined if:
9.1 In order to pay for the Services, you will need to provide payment card details. You must have appropriate authority to use the payment card which you use for payment.
9.2 If you book a Live Consultation, you will need to provide payment card details at the time of booking. Your card will be pre-authorised at the time of booking, but will not be charged until the Live Consultation has taken place, following which you will be able to access your invoice on your online account for the charges you have incurred.
9.3 You agree and hereby authorise us to either pre-authorise or charge your debit or credit card with any charges for Services or Products that you have purchased from us via the Treat It System or from a Doctor during a Live Consultation. Any failure of pre-authorisation or authorisation processes will result in the Services or Products not being provided and any booked consultations will be cancelled. Any unpaid balance shall become payable within seven (7) days of your purchase or completion of a consultation, and if it remains, will incur a late payment interest charge equal to 4% above the Barclays Bank plc base lending rate as published from time to time.
9.4 Payments cannot be made by your employer or insurance company on your behalf unless this has been previously agreed with us.
9.6 Treat It does not store any of your payment card details on its systems.
10.0 Your Rights To Cancel an Order
10.1 Order for Live Consultations:
You may cancel an appointment for a Live Consultation at any time up to 24 hours before the confirmed start time of your appointment without incurring any charges. If your appointment is within 24 hours, you will be charged the full consultation fee. Once a Live Consultation has started, you will be charged in full for the Live Consultation.
10.2 Cancelling an order:
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
11.0 Problems with the processing of prescriptions, the dispensing of medication and / or the administration of vaccinations, by pharmacies.
11.1 Treat It has no control over or responsibility for any individual pharmacy, or its policies in relation to the acceptance or processing of prescriptions, the dispensing of medication, or delivery or opening times.
11.2 If an order is processed or administered incorrectly by the Pharmacy, we recommend that you contact the Pharmacy immediately. You may, in these circumstances, be entitled to a refund. You will not, however, be entitled to a refund, either from the Treat It or Pharmacy, for the fees you have paid for a Live Consultation (see paragraph 7.2 above) itself or any prescriptions admin fee issued by a Doctor for a Live Consultation.
12.0 Accessing the Treat It System
12.1 Access to the Services relies on you being able to receive data over the Internet via Wi-Fi or a mobile data connection, using a PC, mobile device or tablet. You are responsible for making all arrangements and payments necessary for you to access the Services, including internet and network connections, an appropriate mobile device, and any additional software or hardware required.
12.2 In order to participate in a Live Consultation via the Treat It System, you will need to ensure that the operating system and browser you are using meet the following minimum specification:
|Operating System Requirements||Browser Requirements|
Google Chrome 40 or greater
Mac OSX 10.11.6 and newer
Apple iOS App on the appstore : The GP Service
Android App on Google Playstore: The GP Service
We recommend that you check this prior to the confirmed start time of your Live Consultation, as we will not be able to refund your fee if you are unable to connect to a Live Consultation as a result of the operating system and / or browser that you are using, or if you have a poor internet connection.
For the Internet connection, we recommend a minimum of 1MB/s of available bandwidth, and at least 3MB/s of available bandwidth for the best connection for a Live Consultation.
12.3 In the event of a lost connection, the Doctor will endeavour to contact you to re-initiate the consultation or contact you by telephone.
12.4 You agree and accept that we are not responsible for:
13.0 Unavailability of the Services
13.1 We will do our utmost to ensure that availability of the Services will be uninterrupted and that transmissions will be error-free. However, due to the nature of the Internet, this cannot be guaranteed. Also, your access to the Services may also be occasionally suspended or restricted to allow for repairs, maintenance, or the introduction of new facilities or services. We will attempt to limit the frequency and duration of any such suspension or restriction.
13.2 In the unlikely event of a problem with the provision, or the unavailability, of the Services:
14.0 Your use of the Treat It System and the Services
14.1 You must not use the Treat It System (or any part of it):
14.2 We reserve the right to withdraw the Services, terminate your Account, remove or edit any associated content and/or terminate or suspend your access to the Services at any time if you are in breach or we reasonably suspect that you are in breach of any applicable laws, these Terms or any other applicable terms and conditions, guidelines or policies, or if we cease to offer (or change the way in which we offer) the Treat It System or the Services. You will not be entitled to any compensation for such withdrawal, removal, termination or suspension. Following termination or suspension of your access to the Services for any reason, we may retain your Account details and other records relating to you for record keeping.
14.3 By proceeding to use the Treat It System, you agree to the following:
14.4 By registering with us, and placing an order through the Treat It System, you warrant and represent to us that:
14.5 You further undertake that:
15.0 Limitation of Liability
15.1 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence or for fraud or fraudulent misrepresentation or for any other liability which cannot be excluded or limited under applicable law. Nothing in these Terms shall affect your statutory rights.
15.2 Except as may be expressly set out in these Terms, all conditions, representations and warranties relating to the Treat It System are excluded to the maximum extent permitted by law.
15.3 We shall not be liable for any defects or errors in the Treat It System or the Services, nor interruptions in or unavailability of the Services, nor any breach of any obligations due to a cause beyond our reasonable control.
15.4 Subject to paragraph 15.1 above, and to the extent permitted by law, neither the Treat It, any Doctor or any third parties involved in or connected with the provision of the Services shall be liable for:
15.5 Subject to paragraph 15.1 above, and to the extent permitted by law, neither the Treat It, any Doctor or any third parties involved in or connected with the provision of the Services shall be liable for any loss, damage or distress or damages arising in circumstances where the Services, Advice or Products are used for any treatment that is urgent, is an emergency or where a physical face to face examination is required or where the issue is suited to non-remote communication. We advise that, in any of these circumstances, you contact your GP, other medical practitioner or the emergency services.
15.6 Treat It is a distinct and separate entity to:
15.6.1 the pharmacies listed on the Website;
15.6.2 any other third party referred to in these Terms as a supplier of Products (including, without limitation, TDL).
15.7 In the circumstances, and to the extent permitted by law, Treat It disclaims any liability for any acts or omissions of these pharmacies. Treat It has no control over or responsibility for any individual pharmacy, or its policies in relation to the acceptance or dispensing of prescriptions, the supply of other products and services, or delivery or opening times.
15.8 All Doctors are also independent contractors and any Advice provided or offered to you by a Doctor is the sole responsibility of that Doctor. In the circumstances, and to the extent permitted by law, the Treat It does not warrant or make any representation as to the Advice provided by any Doctor, and disclaims any liability for the acts or omissions of any Doctor.
15.9 Without prejudice to the exclusions and other limitations on our liability, our total liability to you in connection with the Services whether under contract, tort, statute, common law or otherwise (and including for negligence or wilful default) shall not in any circumstances exceed £1,000.
16.0 Content on the Treat It System
16.1 Treat It does not warrant or make any representation as to the accuracy of any information or advice or any material or links to any articles or publications on the Website or any part of the Treat It System. Treat It provides the service of connecting users to a Doctor and pharmacies via the Treat It System, and does not directly dispense medication. Any information provided on the Website or any part of the Treat It System is for educational and informational purposes only, and none of it should be construed or relied upon as medical advice, unless it is directly provided to you by a Doctor.
16.2 Treat It does not accept any responsibility for any loss which may arise from reliance on any information contained on the Website or any part of the Treat It System.
17.0 Intellectual Property Rights
17.1 You acknowledge that the Treat It System, and all content published and / or stored on it, are protected by copyright, database rights, trademarks and other intellectual property rights of us and our licensors, as applicable, and all rights not expressly granted to you are reserved to us and our licensors.
17.2 We hereby grant you a non-exclusive and non-transferable licence to:
17.3 You may not use the Treat It System or the Services in any way incompatible with their intended purpose nor in any unlawful or unauthorised manner and, in particular, you may not:
18.0. Links from the Website
18.1 Where the Website contains links to other websites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those websites or resources, and accept no responsibility for them or for any loss or damage that may arise from your use of them.
19.0 Communication – Written/Email
19.1 You accept that communication with us will be mainly electronic and where such information would normally under applicable laws be required to be sent to you in writing you waive this right and agree to receive any such information from us electronically. We will contact you by e-mail, sms and phone or provide you with information by posting notices on the Website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.
Treat It can be contacted by writing to The GP Service (UK) Ltd, Coventry University Technology Park, The TechnoCentre, Puma Way, Coventry CV1 2TT or by emailing us at email@example.com.
20.0 Use of your Personal Information
20.2 In particular, any personal information relating to you that you provide to us or that is generated as a result of your use of the Services (e.g. the results of any consultation with a Doctor) may be used to:
20.3 If you have any concerns in relation to the way we are using your personal data, please contact us at firstname.lastname@example.org
21.0 Feedback / Complaints
21.1 If you wish to provide us with any feedback, please email us at email@example.com.
21.2 In the event that you wish to make a complaint, you may do so by emailing us at the email address noted above or by writing to us at The GP Service (UK) Limited, Coventry University Technology Park, The TechnoCentre, Puma Way, Coventry CV1 2TT. We request that all complaints are made in writing and as soon as possible after the event so that we may establish what occurred in a timely manner.
21.3 We will allocate a senior member of our team to deal with the issue raised in your complaint. The senior member of our team allocated to your complaint will investigate every aspect of the complaint and discuss it with all those concerned or involved.
21.4 We endeavour to resolve all complaints quickly. We will acknowledge your complaint within three (3) working days and will aim to have it fully investigated within twenty (20) working days from the date we receive it. We will write to you to let you know of any delays to this timescale.
21.5 Upon completing our investigation, you will receive a letter setting out the outcome of our investigation into the complaint. We will ensure that you receive an apology if appropriate, and we will take any and all actions necessary and reasonable to ensure that the problem is not repeated.
22.1 All provisions of this Agreement which by their nature are intended to continue shall survive termination, including terms relating to exclusions and limitations of liability, intellectual property restrictions and on-going use of your data.
22.2 Termination of this Agreement or the Services shall not affect accrued rights and liabilities of you or us up to the date of termination.
22.3 No provision of this Agreement is intended to be enforceable by any person other than you and us.
22.4 We may, without your consent, sub-contract provision of the App, the Web Ordering Tool and the Services or sub-license our rights under this Agreement or our third party service providers.
22.5 We may, without your consent, assign or transfer any or all of our rights and obligations under this Agreement to any successor in title of all or part of the App, the Web Ordering Tool, the Services, or intellectual property or other rights or obligations subsisting in relation to the same.
22.6 No failure or delay by a party to exercise any right or remedy provided under this agreement or by law shall constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict the further exercise of that or any other right or remedy. No single or partial exercise of such right or remedy shall prevent or restrict the further exercise of that or any other right or remedy.
22.7 This agreement constitutes the entire agreement between the parties and supersedes and extinguishes all previous agreements, promises, assurances, warranties, representations and understandings between them, whether written or oral, relating to its subject matter.
22.8 Each party agrees that it shall have no remedies in respect of any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in this agreement. Each party agrees that it shall have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement. Nothing in this paragraph clause shall limit or exclude any liability for fraud.
22.9 If any provision of this Agreement is found by any court or legal authority to be invalid, unenforceable or illegal, the other provisions shall remain in force and, to the extent possible, the provision shall be modified to ensure it is valid, enforceable and legal, whilst maintaining or giving effect to its commercial intention.
23.0 We will not be held responsible for any delay or failure to comply with our obligations under these Terms if the delay or failure arises from any cause which is beyond our reasonable control. This does not affect your legal right to have goods sent or services provided within a reasonable time or to receive a refund if goods or services ordered cannot be supplied within a reasonable time owing to a cause beyond our reasonable control.
24.0 This Agreement is governed by the laws of England and Wales, and the courts of England and Wales shall have jurisdiction to hear any disputes arising in connection with it.
(Complete and return this form only if you wish to withdraw from the contract)
By post to:
The GP Service (UK) Limited,
Coventry University Technology Park,
The TechnoCentre, Puma Way,
Or by email to:
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
[*] Delete as appropriate