1. Introduction 

These Terms and Conditions set out the basis on which Lift Rx Ltd (trading as Lift Pharmacy) (“the Pharmacy”) provides dispensing services as a GPhC-registered distance-selling pharmacy (“DSP”). 

Lift Pharmacy is a registered distance-selling pharmacy, regulated by the General Pharmaceutical Council (“GPhC”) under registration number 9013123.  It supplies medicines only once it receives a valid prescription issued by The Leger Clinic Ltd (“the Clinic”) – a CQC-registered clinic with provider ID 1-272080654.  All clinicians at the Clinic are qualified and licenced to prescribe the medications that the Pharmacy supplies. 

The Pharmacy is also registered with the Information Commissioner’s Office (ICO) for the purpose of processing personal data, under number ZC084850. 

The Pharmacy: 

• Operates in accordance with GPhC Standards for Registered Pharmacies, ensuring patient safety, governance, and effective risk management are embedded in all processes; 

• Complies with the Human Medicines Regulations 2012, including legal requirements for prescription validation, dispensing, and supply; 

• Does not provide independent prescribing or diagnostic services; 

• Does not provide face-to-face services – all interactions are conducted via the prescribing Clinic and internal pharmacy processes. 

2. Scope of Services 

The Pharmacy provides a dispensing-only function within a wider clinical pathway managed by the Clinic. 

The Pharmacy supplies medications only to individuals who are: 

• 18 years or older; 

• Resident in the United Kingdom; 

• Using the medication for their own healthcare requirements. 

The Pharmacy:

• Dispenses medicines only against legally valid prescriptions, ensuring each prescription meets regulatory and professional requirements before supply;  

• Performs a clinical and legal check, which may include reviewing dosage, indication, contraindications, and available clinical data via authorised systems;  

• Supplies medicines with appropriate labelling, patient information leaflets, and usage instructions, supporting safe and effective use.  

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The Pharmacy does not: 

• Provide diagnosis, treatment planning, or prescribing services, as these remain the sole responsibility of the Clinic;  

• Enter into direct clinical care agreements with patients, beyond the safe supply of prescribed medicines.  

3. Nature of Service and Limitations 

The Pharmacy operates strictly within a dispensing remit and does not provide comprehensive medical care. 

Patients acknowledge that: 

• Any advice provided by the Pharmacy is limited to safe use of medicines, including administration, storage, and general pharmaceutical guidance;  

• The Pharmacy does not replace the role of a GP, specialist, or prescribing clinician, and patients must continue to engage with their healthcare providers.  

Service limitations include:

• The service is not suitable for emergency medical treatment, and patients must seek urgent care via emergency services (999) when required;  

• Patients should not delay or disregard medical advice based on interactions with the Pharmacy or absence of communication;  

• The Pharmacy relies on information provided by the Clinic and cannot independently verify all aspects of a patient’s medical history.  

4. Roles and Responsibilities 

Clear separation of responsibilities is fundamental to safe service delivery. 

The Clinic is responsible for: 

• Conducting patient consultations, including medical history, eligibility assessments, and clinical decision-making;  

• Prescribing medicines based on professional judgement and applicable clinical guidelines;  

• Obtaining informed consent and ensuring patients understand risks and benefits of treatment.  

The Pharmacy is responsible for: 

• Verifying that prescriptions are legally valid and clinically appropriate to dispense, using professional judgement; 

• Conducting a final clinical check, including reviewing available patient data where accessible (e.g. via Semble); 

• Dispensing medicines safely and accurately, ensuring correct product, dose, and labelling. 

The Pharmacy reserves the right to: 

• Query prescriptions with the Clinic where clarification is required; 

• Delay or refuse supply where there are concerns regarding safety, legality, or appropriateness. 

5. Risks Associated with Remote Healthcare Services 

The use of remote healthcare services introduces inherent risks that patients must be aware of. 

These risks include:

• Information provided to the prescriber may be incomplete, inaccurate, or not sufficiently detailed, potentially impacting clinical decisions; 

• Delays in treatment may occur due to system failures, communication issues, or processing times, particularly in digital or remote environments; 

• Limited access to full medical records may increase the risk of drug interactions, contraindications, or allergic reactions, particularly where consent to access records is not provided; 

• Electronic systems used for communication, prescribing, and dispensing may be subject to technical failures, cybersecurity risks, or data breaches, despite appropriate safeguards. 

While the Pharmacy and Clinic implement robust governance and security measures, these risks cannot be completely eliminated. 

6. Prescription and Supply Policy 

The Pharmacy operates a strict policy governing the dispensing of prescription medicines. 

The Pharmacy: 

• Dispenses medicines only where a valid prescription has been issued by an authorised prescriber, in accordance with UK law; 

• Does not endorse or promote specific prescription-only medicines (POMs), and does not influence prescribing decisions; 

• Applies professional judgement and may refuse supply where there is suspected misuse, abuse, or diversion of medicines, or where legal requirements are not met; 

• The Pharmacy does not guarantee that any prescription issued by the Clinic will be dispensed and reserves the right to refuse supply following clinical and legal review. 

Patients agree that: 

• All medicines supplied are for personal use only and must not be shared, transferred, or resold; 

• They will read all provided information and follow instructions for use, storage, and monitoring; 

• They will seek advice from a healthcare professional if they experience side effects or have concerns. 

Where appropriate: 

• The Pharmacy may supply a UK-licensed generic equivalent where clinically suitable and legally permitted, particularly where the branded product is unavailable. 

7. Dispensing Process 

The Pharmacy follows a structured and controlled dispensing process to ensure patient safety.

This includes: 

• Clinical screening by a pharmacist, reviewing the prescription alongside available clinical information to identify risks or concerns; 

• Accuracy checking procedures, ensuring the correct medicine, strength, form, and quantity are supplied; 

• Use of standard operating procedures (“SOPs”) to ensure consistency, compliance, and auditability of all dispensing activities. 

Additional safeguards include: 

• Documentation and record-keeping to support traceability and regulatory compliance; 

• Ongoing training and competency assessment of pharmacy staff; 

• Continuous quality improvement through audit and governance processes. 

8. Delivery of Medicines 

Medicines are supplied via third-party delivery providers in line with DSP requirements. 

The Pharmacy: 

• Packages medicines appropriately to maintain product integrity, stability, and confidentiality during transit; 

• Selects reputable delivery providers, but does not control external logistics operations  

Patients acknowledge that: 

• Delivery times are not guaranteed, and delays may occur due to factors outside the Pharmacy’s control  

• Risk in the medicines transfers to the patient upon confirmed delivery to the nominated address, including where delivery confirmation is provided by the courier  

• It is the patient’s responsibility to ensure that delivery details are accurate and that medicines are received and stored appropriately upon arrival  

9. Returns, Refunds and Medicines Safety 

Medicines cannot be returned once despatched, in line with legal and safety requirements. This is because: 

• The Pharmacy cannot verify how medicines have been stored after dispatch  

• Reuse of returned medicines presents a risk to patient safety and regulatory compliance  

Refunds or replacements will only be processed where: 

• The incorrect medicine has been supplied  

• The product is faulty or defective  

• The medicine has been damaged during transit  

Refunds will not be provided for: 

• Change of mind or personal preference  

• Treatment no longer required  

• Correctly dispensed medicines  

10. Availability of Services 

The Pharmacy’s services are restricted to specific jurisdictions and patient groups. 

The Pharmacy: 

• Medicines are supplied in accordance with UK regulatory standards and only to patients located within the United Kingdom, in accordance with regulatory requirements  

• Does not provide services to individuals outside the UK, where legal or regulatory restrictions may apply  

Access to services may be restricted where: 

• Legal, regulatory, or clinical requirements are not met  

• There are concerns regarding misuse or inappropriate access to medicines  

11. Errors and Incident Management 

The Pharmacy operates a comprehensive governance framework to manage risks and incidents. 

This includes: 

• A formal incident reporting system, enabling identification and documentation of errors or near misses  

• Root cause analysis, to understand contributing factors and prevent recurrence  

• Implementation of corrective and preventative actions (CAPA)  

Patients are expected to: 

• Report any concerns, errors, or adverse events promptly  

• Cooperate with the Pharmacy in resolving any issues  

12. Professional Standards and Right to Refuse Supply 

The Pharmacy adheres to the professional standards set by the GPhC at all times. 

The Pharmacy may refuse to supply medicines where: 

• Patient safety may be compromised; 

• Legal or regulatory requirements are not met; 

• There is suspected misuse, abuse, or diversion of medicines. 

Such decisions are made using professional judgement and in the interests of patient safety. 

13. Liability 

The Pharmacy accepts responsibility for:

• The safe and accurate dispensing of medicines;  

• Compliance with applicable legal and professional standards. 

The Pharmacy is not liable for: 

• Clinical decisions made by the Clinic or its prescribers; 

• Outcomes arising from prescribed treatment where medicines have been correctly dispensed; 

• Losses that are unexpected or unforeseeable or could have been avoided by you (taking reasonable steps) or were caused by delays or disruptions that were beyond our control. 

Nothing in these Terms excludes liability for:

• Death or personal injury caused by our negligence;  

• Fraud or fraudulent misrepresentation. 

14. Data Protection and Confidentiality 

The Pharmacy processes personal data in accordance with applicable data protection laws.  Please see our Privacy Policy for details about how we do this. 

This includes: 

• Compliance with UK GDPR and the Data Protection Act 2018  

• Ensuring that patient data is used only for legitimate healthcare purposes, including dispensing and communication with the Clinic  

• Implementing appropriate technical and organisational measures to protect data security and confidentiality  

Patient data may be shared with the Clinic where necessary to support safe and effective care.

15. Complaints

We operate a transparent and accessible complaints procedure. 

You may:

• Raise complaints via email, telephone, or written correspondence  

• Expect that complaints will be handled promptly, fairly, and in accordance with governance procedures  

You may also escalate concerns to the General Pharmaceutical Council if you are not satisfied with our response. Contact details for the General Pharmaceutical Council are available at www.pharmacyregulation.org 

Our contacts details are: 

• Lift Pharmacy, Suite 2C East Bridgford Business Park, Kneeton Road, East Bridgford NG13 8PJ 

• Email – support@liftpharmacy.uk 

• Telephone – 0800 229 4466 

 16. Force Majeure

The Pharmacy shall not be liable for failure or delay in performing its obligations where this is due to events beyond its reasonable control. 

Such events may include: 

• Postal or courier disruption;  

• Supply chain failures;  

• IT system outages or cyber incidents;  

• Natural disasters or other unforeseen events.  

The Pharmacy will take reasonable steps to minimise disruption and resume normal service as soon as possible. 

17. Amendments 

The Pharmacy reserves the right to update these Terms and Conditions to reflect changes in: 

• Regulatory requirements  

• Operational processes  

• Service delivery models  

Updated Terms will take effect upon publication or communication through appropriate channels. 

18. Governing Law 

These Terms and Conditions are governed by the laws of England and Wales. 

Any disputes arising in connection with these Terms shall be subject to the jurisdiction of the courts of England and Wales.