Last updated: 20 July 2026
These terms govern your use of https://medlineclinics.co.uk, your account, bookings, consultations, prescribing, pharmacy services, medicine supply, delivery, monitoring and related services provided or arranged by Medline Online Pharmacy & Clinics. By using the website, booking or paying for a service, you agree to these terms.
These terms should be read with our Privacy Notice, Complaints and Feedback Policy, Cookie Policy and any service-specific information shown before booking or payment. Nothing in these terms removes or limits rights that cannot lawfully be excluded, including your statutory consumer rights.
Legal entity | Medline Wellness Ltd |
Trading name | Medline Online Pharmacy & Clinics |
Company number | 16254546 |
Registered office and pharmacy premises | 175 Chelmsford Road, Shenfield, Essex, CM15 8SA |
Website | https://medlineclinics.co.uk |
hello@medlineclinics.co.uk | |
Telephone | 0333 054 0542 |
Superintendent Pharmacist and Pharmacist Independent Prescriber | Veerpal Sandhu, GPhC registration number 2075182 |
The professional registration of the Superintendent Pharmacist can be checked on the General Pharmaceutical Council (GPhC) online register. The GPhC regulates pharmacists, pharmacy technicians and registered pharmacy premises in Great Britain.
Medline will not sell or supply Pharmacy medicines or Prescription Only Medicines from its own premises until those premises are entered on the GPhC register. Once registered, Medline will dispense and supply non-controlled medicines from its registered pharmacy premises.
Medline will provide the clinical assessment, prescribing, monitoring, safety-netting and follow-up for controlled-drug treatment where clinically appropriate. Medline will not stock, assemble, label, dispense or deliver controlled drugs.
Controlled drugs prescribed through Medline will be dispensed and delivered by DoseDirect, Room 5, Lower Ground Floor, Chantry House, Coleshill, B46 3BP, GPhC pharmacy premises registration number 9012841, under a formal written agreement. DoseDirect is responsible for the legal and professional dispensing checks, assembly, labelling, accuracy checking, supply and delivery of controlled drugs that it dispenses.
You will be told which pharmacy is supplying your medicine before the prescription is processed. The supplying pharmacy’s own terms may also apply to the dispensing and delivery element of the service. Medline and the supplying pharmacy may share relevant information where necessary for safe care, lawful supply, delivery, incident investigation, recalls and complaints.
The website is intended for lawful, personal use by people accessing services in the United Kingdom. General website information is educational and is not a diagnosis or a substitute for an individual consultation.
Unless a service page clearly states otherwise, you must be aged 18 or over, resident in the United Kingdom and using the service for yourself. We may require proof of identity, age, address and eligibility.
We may pause, decline or close an account where information cannot be verified, clinical information is insufficient, there is suspected fraud, misuse or diversion, or continuing would create a clinical, legal, safeguarding or regulatory risk.
Questionnaires and uploaded information support assessment, but a prescribing decision will not be made from a questionnaire alone. A suitable two-way consultation will be completed by a qualified prescriber, normally by secure video or by a booked face-to-face appointment where clinically appropriate.
We may request clinical records, verified measurements, photographs, test results, information from your GP or specialist, or a physical examination before making a decision. Booking or paying does not guarantee a diagnosis, prescription, particular medicine, dose, treatment plan, referral or letter.
The prescriber acts independently and may decline, delay, change, pause or stop treatment where it is not clinically appropriate, monitoring is unavailable or treatment cannot be provided safely. Where a medicine is prescribed outside its licensed indication, or an unlicensed medicine is considered, this will be discussed where relevant and the decision recorded.
This service is not suitable for emergencies. Call 999 for a life-threatening emergency. For urgent medical advice, contact NHS 111, your GP or an urgent treatment service.
A prescription will be issued only where the prescriber is satisfied that treatment is safe, clinically appropriate and within their competence. A pharmacist or supplying pharmacy may carry out additional legal and clinical checks and may contact you or the prescriber before supply.
Contact Medline or the supplying pharmacy promptly if you experience side effects, receive the wrong medicine, notice damage or tampering, or have concerns about storage or delivery. Do not use a medicine that appears incorrect, damaged, tampered with or improperly stored until you have received advice.
You must not obtain the same or a similar medicine from another provider without telling us. We may contact your GP, specialist or regular prescriber where necessary and lawful to verify information, prevent duplicate treatment or support continuity of care.
Prices, consultation fees, medicine charges, delivery charges and any recurring payment will be shown before payment. Unless stated otherwise, consultation fees and medicine charges are separate.
A consultation booking is accepted when we send confirmation. Payment does not guarantee a prescription. The consultation fee pays for the clinician’s time and professional assessment and remains payable where a proper assessment has been completed but no medicine is prescribed, unless the law or service-specific terms require otherwise.
A medicine order is accepted only after the relevant clinical and dispensing checks are complete and the supplying pharmacy confirms that it can make the supply. We may correct an obvious pricing error before accepting an order. If you do not accept the corrected price, the affected order will be cancelled and any payment taken will be refunded.
Where a controlled drug is supplied by DoseDirect, you will be told before payment which organisation will collect the medicine and delivery charge.
You may cancel or reschedule a consultation using the contact details in section 2. Unless a service page states otherwise, cancellations made at least 24 hours before the appointment may be refunded or rescheduled without charge. Cancellations within 24 hours and missed appointments may be non-refundable because the appointment time has been reserved.
If you ask us to begin a service during any statutory cancellation period, you request immediate performance. If you later cancel, we may charge a proportionate amount for work already completed, where permitted by law. If we cancel a consultation, we will offer a suitable alternative or refund the relevant consultation fee.
Medicine orders may be cancelled before dispensing or dispatch where this is operationally possible. Once a medicine has been dispensed for a named patient, it cannot be returned for reuse. This does not affect your rights where a medicine is incorrect, defective, damaged, recalled, not as described or otherwise supplied in breach of law.
Refunds are made to the original payment method unless otherwise agreed or required. Delivery charges are refunded where the law requires or where the supplying pharmacy is responsible for a failed or defective supply.
Delivery estimates are not guaranteed. Delays can occur because of clinical checks, stock availability, prescription requirements, adverse weather, courier disruption or inaccurate delivery information. You must provide a complete and safe delivery address and monitor delivery updates.
Some medicines require tracked, signed-for, age-verified or temperature-controlled delivery. Follow storage instructions immediately on receipt. Report a missing, delayed, damaged or temperature-affected parcel as soon as possible. The supplying pharmacy will investigate medicine-quality and delivery concerns relating to medicines it supplies.
Where a service is offered as a repeat or subscription service, the price, frequency, minimum term, renewal arrangements and cancellation method will be displayed before you agree. A repeat payment does not guarantee repeat prescribing or supply. Each supply remains subject to clinical review, monitoring, legal checks and stock availability. You may cancel future renewals using the method shown in your account or service information, subject to any cut-off already disclosed before purchase.
Some treatments require baseline checks, ongoing monitoring, follow-up consultations or communication with another healthcare professional. We may pause or stop prescribing where monitoring is not completed or treatment is no longer safe or appropriate.
With your knowledge and, where required, consent, we may contact your GP, specialist, regular prescriber or another healthcare professional to verify information or support safe care. Information may be shared without consent where this is necessary and lawful to prevent serious harm, meet safeguarding duties or comply with a legal obligation.
Tell us promptly about side effects, pregnancy, a new diagnosis, hospital admission or changes to other medicines. Suspected adverse drug reactions may be reported to the Medicines and Healthcare products Regulatory Agency through the Yellow Card scheme.
If a medicine is recalled or a safety concern is identified, Medline or the supplying pharmacy may contact you using the details held on your record. You must keep those details up to date and follow safety or recall instructions promptly.
We process personal and health information in accordance with data-protection law, professional confidentiality duties and our Privacy Notice. We use appropriate security controls and only share information where there is a lawful and necessary reason.
Complaints and feedback can be sent to hello@medlineclinics.co.uk, made by telephone on 0333 054 0542, submitted through the website or posted to the address in section 2. Complaints are handled under our Complaints and Feedback Policy.
Medline manages complaints about its website, booking, consultation, prescribing, monitoring, follow-up and non-controlled medicines dispensed by Medline. Complaints specifically about controlled-drug dispensing, labelling, supply or delivery may be shared securely with DoseDirect so that each organisation can investigate the part of the service for which it is responsible.
Website content, design, text, graphics and branding are owned by or licensed to Medline unless stated otherwise. You may view or print content for personal use but must not reproduce, alter, sell or commercially exploit it without written permission.
Links to third-party websites are provided for information. Medline is not responsible for the content, availability or privacy practices of third-party websites.
We will provide our services with reasonable care and skill and in accordance with applicable legal, regulatory and professional requirements. Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or rights under consumer law.
To the extent permitted by law, Medline is not responsible for loss caused by inaccurate or incomplete information supplied by you, failure to follow clinical, monitoring or storage instructions, use of medicine by someone other than the intended patient, or events outside reasonable control where reasonable steps have been taken to reduce the impact. We are not liable for business losses where services are used for commercial purposes.
We may update these terms or change, suspend or withdraw a service where reasonably necessary for legal, regulatory, clinical, safety, supply, technical or operational reasons. The current version and update date will be displayed on the website. Changes will not remove rights that have already arisen under an existing contract.
We may suspend or end access where you breach these terms, misuse the service, fail to pay, create a safety risk or where the service can no longer be provided lawfully or safely. Closing an account does not require us to delete clinical, pharmacy, financial or governance records that must be retained.
If any provision is found to be unlawful or unenforceable, the remaining provisions continue in effect. A delay in enforcing a right does not waive that right. These terms and any dispute or claim arising from them are governed by the law of England and Wales. Consumers living elsewhere in the United Kingdom may also benefit from mandatory local protections and court rights.
Email: hello@medlineclinics.co.uk
Telephone: 0333 054 0542
Post: Medline Online Pharmacy & Clinics, 175 Chelmsford Road, Shenfield, Essex, CM15 8SA
