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Terms and Conditions

Alpha XR Online Doctor


These terms and conditions (together with the documents referred to in them) tell you the terms of use of our website: onlinedoctor.Alpha XR.com (the “Website”) and the services offered on it (the “Services”).

Please read them carefully before you start using the Website. By using our Website and Services, you accept these terms and conditions and you agree to abide by them.

All consultation and treatment are subject to the terms and conditions of this Website. If you do not agree to these terms and conditions, please refrain from using our Website and Services.

1. About us

1.1 This Website and these Services are operated by HEALTH BRIDGE LIMITED ("we"/”us”). We are registered in England and Wales under company number 07392646 and have our registered office and trading address at 46 Essex Road, London, N1 8LN.

1.2 You can contact us by email at [email protected] or by telephone on 020 3588 0293.

1.3 We are registered with and regulated by the Care Quality Commission (CQC), the independent regulator of health and social care in England and Wales, and as such we comply with the Health and Social Care Act 2008. Our doctors are registered with and regulated by the General Medical Council (GMC) and as such comply with the Good Medical Practice Guidelines.

1.4 Unless we give you notice of the contrary, any medicines we prescribe are supplied to you by, and are dispensed and supplied by the pharmacies below (the "Alpha XR Pharmacy") operated by Alpha XR Stores plc:
  • Alpha XR Pharmacy, 81–82 Northbrook Street, Newbury, Berkshire, RG14 1AE, registered with the General Pharmaceutical Council (GPhC) with number 1028947
  • Alpha XR Pharmacy, Units 34/35 Castle Quay, Cherwell Walk, Banbury, Oxfordshire, OX16 5UN, registered with the General Pharmaceutical Council (GPhC) with number 1084610
  • Alpha XR Pharmacy, 46–52 Northumberland Street, Newcastle upon Tyne, NE1 7DF, registered with the General Pharmaceutical Council (GPhC) with number 1090961
  • Alpha XR Pharmacy, 9–11 Wood Street, Grosvenor Centre,1st floor, Northampton, NN1 2ED, registered with the General Pharmaceutical Council (GPhC) with number 9010736


2. Our Services and how you should use them

2.1 Alpha XR Online Doctor – What we do
  • We provide medical consultations to you based on online questionnaires you complete, telephone conversations, secure messaging and photo assessments.
  • If our doctors determine based on the consultation that a treatment is required and that you are suitable for remote treatment, they will issue a prescription which will be sent to the Alpha XR Pharmacy, which will then legally supply and dispense the medicines to you directly in its own name.
  • If you have any side effects and other issues arising from treatment, our doctors will provide you with follow-up medical advice.
  • We’re also providing goods such as test kits which are also subject to a consultation.
Alpha XR Online Doctor is NOT to be used in an EMERGENCY situation.
 
If you believe that you or the person you are assisting is in an urgent or emergency situation you should immediately dial 999 or seek alternative emergency medical services.
2.2. How you should use our Services
By using our Website and/or Services, you confirm that you are:
  • Legally capable of entering into binding contracts.
  • At least 18 years old or 16 years old or over for emergency contraception (morning after pills), contraception, and period delay services only.
  • Resident in the UK.
  • Accessing our Website from the UK.
2.3 Alpha XR Online Doctor – How it works
Registration
When you first visit our Website, you will have the option to first register or to immediately select one of our Services. If you decide to immediately start using our Services you will need to register before submitting your medical questionnaire to a doctor.

Questionnaire
Why a questionnaire? It’s the same as going to your GP’s practice for a consultation. Our doctors need to know about your condition, the medication you’re taking, your allergies and anything else that will help them to assess whether the treatment you’ve selected is safe for you. They can also help you to choose an appropriate treatment, if you’re unsure.

Our questionnaires are all built by our doctors in line with best medical practice, and they’re tailored to specific Services, such as contraception or erectile dysfunction treatment.

Consultation
Our Services are either (i) one-step journeys or (ii) two-step journeys.
 
(i) one-step journeys
  • Complete a health questionnaire.
  • Agree to our Terms and Conditions.
  • Select your preferred treatment and click order.
  • Register on our Website, or log in if you’ve already registered.
  • Choose a delivery method.
  • Pay for your consultation, course of treatment (eg, test kit) and delivery costs, if any.
  • Submit your order.
The doctor will contact you to:
  1. Confirm your preferred treatment is suitable.
  2. Ask you further information through your Account.
  3. Reject your order if it isn’t suitable for you.
Once you have submitted a questionnaire our doctors aim to respond to you within 24 hours on weekdays.

We will email or text you (if applicable) a confirmation that you’ve successfully registered with us and that our doctors are reviewing your questionnaire and attachments.

We’ll then notify you by email or text if remote medical treatment is suitable for you. If so, our doctors will offer you a treatment.

(ii) two-step journeys
These journeys are required when our doctors need you to send in pictures or other information for them to decide (a) whether you can be treated remotely and (b) suggest medication if suitable.

The first step:
  1. Complete an initial questionnaire.
  2. Share pictures and other information, if asked.
  3. Agree to the Terms and Conditions.
  4. Register on our Website, or log in, if you’ve already registered.
We will email or text you (if applicable) a confirmation that you’ve successfully registered with us and that our doctors are reviewing your questionnaire and attachments.

We’ll then notify you by email or text if remote medical treatment is suitable for you. If so, our doctors will offer you a treatment.

The second step:
In order to obtain the treatment, you’ll need to:
  1. Log on to your Account.
  2. Complete a short additional questionnaire.
  3. Agree to our Terms and Conditions.
  4. Choose a delivery method.
  5. Pay for your consultation, course of treatment (eg, test kit) and delivery costs, if any.
  6. Submit your order.
Our doctors will review the second questionnaire and, provided that you are still suitable for the selected remote medical treatment, prescribe your treatment.

Professional codes of conduct of healthcare professionals and legal restrictions may limit the number and frequency of any item we are permitted to supply to you. As such, we cannot supply quantities exceeding the relevant permitted maximum. We will only charge you for those medicine(s) we do supply. We reserve the right to reject any order.

Delivery 
You can either have the treatment or goods delivered to an address in the UK or collect it from a Alpha XR Pharmacy, Alpha XR store or local post office, please check the Delivery and Returns section below for more details.

Your Account
You cannot submit a questionnaire and receive medical treatment without first registering on our Website. By doing so, you will create a secure online account (“Account”) which will contain the following information:
  • Messages you receive from our doctors.
  • Recommendations.
  • The Treatments we provided to you.
  • A link to our Services.
  • A help section.
  • Your settings.
  • A link to these Terms and Conditions and the Privacy and Cookie Notices.
Your settings
This is where you can change your personal information and update your email preferences (please check our Privacy Notice for more information).

If you would like to stop using our Services, you can suspend your Account in the settings section. Your Account will become inactive with immediate effect. Legally, we are required by law to archive electronic patient records including your personal information, communication and treatments for the foreseeable future.

Your Account privacy and security
Please treat your user identification code, password and any other secure piece of information as confidential. You should never disclose any secure information to a third party.

Choosing a secure password is very important. Please make sure yours is:
  • At least 8 characters long.
  • A mix of letters, numbers, symbols and capital letters.
  • A unique password that is not used on any other websites.
Avoid common passwords, such as “administrative”, “password”, your name and date of birth, etc.
 
If you fail to comply with our Terms and Conditions, we reserve the right to disable your user identification code or password. If you believe that your Account has been compromised, please contact us immediately so that we can help.

If anyone uses our Website through your internet connection, you are responsible for making sure they comply with these terms.

You must use our Website and Services with care and in compliance with the below:
  • The provision of Services to you is conditional on you completing all consultation questionnaires contained on our Website truthfully and honestly. You must reveal and disclose all relevant information truthfully to the best of your knowledge. Please do not try to fill in the questionnaire until you’re completely clear on what each question means. If you do not understand a question, are unsure how you should answer certain questions, or you do not fully understand the advice or information given to you on our site, you can speak to your regular healthcare provider.
  • You must not register more than once and must verify that you give us your correct name, address, date of birth, email and telephone number.
  • Please do not register or complete any questionnaires on behalf of anyone other than yourself, unless you have permission to do so from that person and we receive express consent from the person in question. Please note that for test kits, we will only give the results to the Account holder who ordered the kit.
  • Any advice given on the website does not replace that of your regular healthcare provider.
You should always tell your regular healthcare provider about treatment we prescribe and medication supplied by the Alpha XR Pharmacy.

Please note that you can download a letter for your GP in your Account or we can also inform him/her for you if you ask us to.

For your security:
  • Always read all product packaging and labels carefully before use.
  • If you purchase medicine in advance, please always check the date on the box to make sure it’s not out of date.
  • Your course of treatment is based on your consultation and answers to our questionnaire. Please make sure that only you have access to your medicines.
  • If medicine is prescribed and dispensed to you, you’re responsible for checking that the medicine received is the correct medicine prescribed by Alpha XR Online Doctor and that it is not damaged in any way. If in doubt, you must contact the Alpha XR Pharmacy to seek advice and/or replacement as required. Do not consume any medicine which is not the medicine prescribed or which is damaged on arrival.
We are not liable for any damages which result from:
(i) A failure by you to provide and continuously maintain complete, truthful and accurate information in your Account and in all the questionnaires you complete or any other information you provide to us.
(ii) A failure by you to follow advice given on the Website or from your failure to pass on information given on the Website to your regular healthcare provider.
2.4 Off-label use of licensed medication
All medications we offer are fully licensed within the UK. Some medications we prescribe for conditions, or circumstances that are outside of the license, also known as ‘off-label’. Prescribing ‘off-label’ is common practice by healthcare professionals to ensure a medication can safely benefit as many patients as possible. We only offer these medications when we are confident that we have reviewed literature and guidelines. Our prescribing is always based on updated information and evidence since the product first became available.


3. Pricing and payment

3.1 We ensure that our prices for consultations, diagnosis and medical prescriptions are clearly set out on our Website. The prices shown include a component for the medical service provided to you by Health Bridge in its own name, and a component (collected from you by Health Bridge as agent for Alpha XR) for the medication/treatment to be provided to you by Alpha XR Pharmacy in its own name.

Note that the price that you’ll see on our Website is the total price including these two components. Delivery charges are shown separately before ordering. All prices quoted are inclusive of VAT (where applicable). There are no hidden charges.

3.2 It is possible that, despite our best efforts, some of our Services may be incorrectly priced. If that is the case, we are under no obligation to provide the Services to you at the incorrect (lower) price if the pricing error is obvious and unmistakeable and you could have reasonably recognised the price displayed as an error.

3.3 You’re responsible for providing valid credit or debit card details. You must be authorised to use these details and to authorise us, or our payment service provider, to take payment in full for the items you’ve ordered, including any associated fees due to us under these terms and conditions, including delivery fees.

If your payment details have expired or are invalid in any way, we will try to contact you. If you are unable to give us the updated information, we reserve the right not to deliver your medicines to you.


4. Binding contract

When you submit an order to us, either for a specific treatment or to receive a test kit, you will receive an email confirming that we’ve received your order. Your order will be binding once you receive the email informing you that your order has been approved. This is when our doctor will issue the prescription and your treatment or test kit will be sent. Cancellation requests after this point in time might not be possible (please read our section below).

For photo assessment or the two-step journey (as described in the section How it works above), the service begins once you receive the email indicating that we’ve received your order as our doctors will start to render the requested service.

We reserve the right to reject any order, in which case we will refund you if applicable as per these Terms and Conditions.


5. Cancellations and returns

Cancellations policy
Type of treatment
Is cancellation possible? What is the timeframe?
All treatments including services that involve a prescription.
Order confirmation email not yet received: cancellation of order possible. Before the confirmation email is received.
Order confirmation email received: cancellation of order not possible. N/A
Test kits
Unused: cancellation of order possible. Within 14 (fourteen) calendar days of delivery of the test kit to you or the person who signs for it.
Used: cancellation not possible. N/A
Goods that do not require a prescription. Cancellation possible. Within 14 (fourteen) calendar days of delivery of the goods to you or the person who signs for it.
Orders requiring additional services, such as photo-based pre-assessments.
Order process not started: cancellation possible. Before the order process has started.
Order process started: partial cancellation possible. You will be liable for the costs relating to the service we have already provided, eg, if our doctors have started to assess your condition by looking at the photos you provided. Before the order process is complete.
Telephone consultation. Cancellation possible. Up to the time of your appointment.
Returns policy
For security and sanitary reasons, we are unable to accept any returns for items that have been used or are unpackaged. We are also unable to accept returns for medicines.

You will need to cover the cost of returning test kits or other items, unless you can prove that the item was damaged or faulty when you received it.
Refunds policy
If our doctors decide that the treatment you’ve requested is not suitable, they’ll send a full explanation to your Account and any fees will be refunded fully within seven (7) working days.

If you validly cancel your order (as per the Cancellations policy above), we’ll do our best to process refunds within 3 working days. The funds may take up to 5 working days to appear in your bank account or on your card statement.

Note that we may also contact you to say that we do not accept your order for the following reasons:
  1. The medicines or goods are unavailable.
  2. We cannot authorise your payment.
  3. You are not allowed to use our services.
  4. You have ordered too many medicines.
  5. There has been a mistake on the pricing.
You will also be refunded in appropriate cases.


6. Privacy Notice and data protection

We care about your privacy. You‘ll find everything you need to know about how we keep your information secure, including data protection, in our Privacy Notice and Cookie Notice.


7. Written communication

We’ll usually get in touch with you via email or through your account, although we sometimes post notices on our Website. For contractual purposes, please make sure you understand and agree to receive electronic communication from us, and that you acknowledge that all contracts, notices, information and other electronic communications that we provide to you electronically comply with any legal requirements that require such communications to be in writing. This condition does not affect your statutory rights.


8. Jurisdiction and applicable law

The English courts have exclusive jurisdiction over any claim arising from, or related to, the Services we provide to you. We reserve the right to bring proceedings against you for breach of these conditions in your country of residence or any other relevant country.

Our terms and conditions and any dispute or claim arising out of, or in connection with them or their subject matter or formation, including non-contractual disputes or claims, shall be governed by and construed in accordance with the law of England and Wales.


9. Entire agreement

These terms and conditions, our Privacy and Cookie Notices, Website use terms and any document expressly referred to in this agreement constitutes the whole agreement between you and us.

This supersedes all previous discussions, correspondence, negotiations, previous arrangement, understanding or agreement between us relating to the use of our Website and the services made available on it.


10. Variations

We may change our terms and conditions at any time by amending this page. Please read these terms and conditions every time you use our services so that you’re aware of any changes we have made as these are the terms applying when using our Website and when ordering from us.

Some of the provisions contained in these terms of use may also be superseded by provisions or notices published elsewhere on our Website.

Website use terms

1. Accessing our Website

1.1 Our Website changes regularly because of additions or withdrawal of Services or publication of new useful articles,and any other changes we can make to improve your experience.

You won’t be notified of all these changes as this can happen daily and you’ll see the changes next time you visit the Website. 

We’re trying our best to keep our Website up to date and relevant but if you notice or feel that something is outdated or irrelevant, please do let us know so we can update it as soon as we can.

If the Website is temporarily unavailable for any reason, we’ll always try to fix the problem as quickly as possible. It could also be suspended on a long-term basis or even closed indefinitely but that is definitely not our aim.
1.2. Linking to our Website
We’re happy for you to link to our Website but that must be done in accordance with the below rules:
  • You must link to our home page only: onlinedoctor.Alpha XR.com. There are strict regulations on promoting medication, so you can only talk about ourselves as online doctors. Please don’t mention specific medications.
  • Include only a link not a frame.
  • Do not suggest any form of association, approval or endorsement on our part where none exists.
  • If we find that our reputation is damaged in any way by the reference you’re making, we’ll take the necessary steps to protect it.
If you’re unsure, please ask us before linking to our Website. We reserve the right to withdraw linking permission without notice if it doesn’t meet our guidelines.
1.3. Links from our Website
Where our 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, so we can’t guarantee that they are factually correct, nor can we accept any responsibility for any damage or loss you may suffer as a result of their use.


2. Intellectual property rights

We are the owner or the licensee of all intellectual property rights on our Website, and in the material published on it. Those works are protected by copyright laws. All such rights are reserved which means use of our Website content is limited:
  • You may print off one copy, and may download extracts, of any page(s) from our Website for your personal reference only but not for commercial reasons (for which you’d need to have a licence from us).
  • We ask you not to modify in any way the paper or digital copies of any materials you have printed off or downloaded, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
If you are found to be in breach of these guidelines, we’ll ask you to stop using our Website immediately and to return or destroy any copies you‘ve made of our materials.


3. Warranties

As explained under Accessing our Website, the Website may change, be updated or suspended. Therefore, we are unable to give you, and we exclude, all representations and warranties as to the accuracy and completeness of the information published on our Website.

Nor can we guarantee that the material is up to date or that every service and product will be available at all times, or indeed that the Website itself will not be discontinued in the future.

For this reason, we can’t be held liable and you will not be entitled to any type of compensation or other payment, if the Website is discontinued, if any content is inaccurate or any of our services are changed.


4. Our liability

To the extent permitted by law, we, other members of our group of companies, and third parties connected to us, hereby expressly exclude any liability for any loss or damage of any nature, such as any business losses, whether direct, indirect or consequential, including (without limitation) loss of or damage to profits, income, revenue, use, production, anticipated savings, business, contracts, commercial opportunities or goodwill incurred by any user in connection with our Website, or in connection with the use, inability to use, or results of the use of our Website and services, any websites linked to it and any materials posted on it, whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable.

Nothing in these terms and conditions limits our liability for:
  • Death or personal injury arising from our negligence.
  • Fraudulent misrepresentation or misrepresentation as to a fundamental matter.
  • Any other liability which cannot be excluded or limited under applicable law.


5. Viruses, hacking and other offences

5.1 You must not misuse our Website by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our Website, the server on which our Website is stored or any server, computer or database connected to it.

5.2 A breach of this clause constitutes 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 them by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.

5.3 We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our website or to your downloading of any material posted on it, or on any website linked to it.


6. Jurisdiction and applicable law

6.1 The English courts will have exclusive jurisdiction over any claim arising from, or related to, a visit to our Website although we retain the right to bring proceedings against you for breach of these conditions in your country of residence or any other relevant country to the extent permitted by law.

6.2 These terms and conditions and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.


7. Variations

We may revise these Terms and Conditions at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we have made, as they are legally binding. Some of the provisions contained in these Terms and Conditions may also be superseded by provisions or notices published elsewhere on our website.


8. Contact

If you have any concerns about material which appears on our Website or concerns with regards to our services, please contact [email protected]

And finally, thank you for visiting our Website and using our services.

The Terms and Conditions of our services and our Privacy and Cookie Notices are also part of this agreement. Please take the time to read them, too.

Your Alpha XR Online Doctor Team


The latest CQC inspection found this service to be "safe, effective, caring, responsive, and well-led" with a Good rating. This inspection was conducted on 18th April 2019 and the results were published on the 7th June 2019. To find out more about this inspection, please see here.