Terms & Conditions

SwiftMedi Terms & Conditions

Effective Date: July 2025
Last Updated: July 2025

1. Introduction
1.1 These terms and conditions (together with any documents referred to within them) set out the terms on which you may use our website, www.swiftmedi.co.uk (the “Website”), whether as a guest or a registered user. Please read these terms carefully before using our Website.

1.2 By accessing or using our Website, you confirm that you accept these terms and agree to comply with them. If you do not agree, you must not use our Website, as all consultations and treatments are subject to these terms.

1.3 We recommend printing a copy of these terms for your reference.

1.4 Our Website provides access to an online clinical assessment service through which patients may be assessed remotely by registered prescribers for the purpose of issuing private prescriptions and supplying medication where clinically appropriate.

2. Information about us and how to contact us
2.1 The Website is operated by SwiftMedi Ltd (“we” or “us”), a company registered in England and Wales under company number 16145409. Our registered trading address is SwiftMedi Ltd, Unit 12, Holroyd Business Centre, Carr Bottom Road, Bradford, BD5 9BP.

2.2 We are regulated by the General Pharmaceutical Council. Registration number 9012840.

2.3 You can contact us by email at [email protected] or by telephone at 0333 339 9821.

2.4 If we need to contact you, we will do so by telephone, email, or by writing to the address you provided with your order.

3. Our services and how to use them
3.1 We provide medical consultations via structured online questionnaires that are reviewed by a registered independent prescriber, with telephone or video consultation arranged where clinically required.

3.2 If, following clinical assessment, a registered independent prescriber determines that treatment is appropriate, they may issue a private prescription. SwiftMedi does not itself prescribe medicines.

3.3 Where a registered prescriber approves treatment, this results in the generation of a private prescription, which is then dispensed by the SwiftMedi pharmacy team in accordance with legal and regulatory requirements.

3.4 All medical questions are carefully prepared and follow best-practice clinical standards.

3.5 The Website is intended for residents of the UK and Northern Ireland. If you access it from outside these areas, you are responsible for complying with local laws.

3.6 Our Website is only available to individuals able to enter into legally binding contracts. You must be at least 18 years old to purchase our products or services.

3.7 When registering and placing an order, you must provide accurate, complete, and up-to-date health and medical information and ensure this information is reviewed and updated before each new order.

3.8 Orders submitted via the Website are treated as pending clinical approval until prescription authorisation has been confirmed.

4. Conditions of supply
4.1 Your order is accepted only when a registered prescriber has approved your consultation and we send you an email confirming prescription authorisation.

4.2 Payment is taken at the point an order is placed and is required in order for us to begin clinical assessment and order processing. No order can be processed without payment.

4.3 If, following clinical assessment or order review, we are unable to fulfil your order for any reason (including where treatment is not clinically appropriate, medication is unavailable, you do not respond to reasonable requests for further information, or you request cancellation), we may cancel the order and issue a refund in accordance with these terms.

4.4 Where an order is cancelled before prescription authorisation, a full refund will be issued. Where cancellation occurs after clinical assessment has begun, a reasonable administrative or clinical fee may apply as set out in section 7.9.

4.5 You will be assigned an order number; please reference this when contacting us.

4.6 We supply products exclusively within the UK and Northern Ireland.

4.7 All advice and treatment are provided in English; if you do not fully understand any information provided, you must contact us for clarification before proceeding.

4.8 In emergencies, contact your GP, local pharmacy, or attend a hospital emergency department.

4.9 Product packaging may vary from images shown on our Website.

4.10 Following order confirmation, we aim to complete clinical review, prescription authorisation (where applicable), dispensing, and dispatch within 48 hours. This timeframe includes both prescribing and dispensing processes.

4.11 While we aim to complete most orders within 24 hours, this may not always be possible due to factors such as medication availability, the need to obtain further clinical information, or the requirement to contact you to discuss your order.

4.12 Where delays occur, we will make reasonable efforts to keep you informed by telephone or email so that you remain aware of the status of your order.

4.13 Unless otherwise stated, processing and review timeframes are calculated in business days.

5. Medical information
5.1 Information provided during consultations is reviewed by registered pharmacy professionals and prescribers working with SwiftMedi. Always read the patient information leaflet supplied with your medication.

5.2 We will not share your information except where required to comply with the law, meet regulatory obligations, prevent crime, support safeguarding or continuity of care, or prevent serious harm.

6. Products
6.1 Images on the Website are for illustration purposes only.

6.2 Products are subject to availability. If a product is unavailable, we will inform you.

6.3 Prices may change at any time but will not change once an order has been accepted.

6.4 We verify prices as part of our process. If an obvious pricing error occurs, we are not obliged to supply the product at the incorrect price and will contact you to confirm how you wish to proceed.

7. Payments, cancellations, returns, and refunds
7.1 Treatment costs and delivery charges are clearly displayed before you submit your consultation. No hidden fees apply.

7.2 You are responsible for ensuring valid payment details. By saving your card details, you authorise future charges only where you have explicitly agreed to follow-up treatment, dosage adjustments, or maintenance plans.

7.3 Placing an order for medication initiates a clinical assessment.

7.4 Orders may be cancelled prior to prescription authorisation and dispatch confirmation. Refunds, less any reasonable administrative or clinical costs already incurred, will be confirmed by email.

7.5 Due to the nature of our products, orders cannot be cancelled or returned once dispatch is confirmed. This does not affect your statutory rights in relation to faulty or misdescribed goods.

7.6 Medicines: We cannot accept returns of medicines, including prescription medicines, over-the-counter products, creams, and liquids, due to UK legislation and safety requirements. Unused medicines should be returned to a local pharmacy for safe disposal.

7.7 Non-medicinal items: You may request to return non-medicinal items within 14 days of receipt. Once authorised, items must be returned within a further 14 days at your own cost.

7.8 Errors or damaged items: Please contact us as soon as possible. We may request reasonable evidence, such as photographs or a video call, to verify the issue. Items must not be disposed of until the matter is resolved.

7.9 Where an order is cancelled after clinical assessment has begun, or where we cancel an order due to missing or inaccurate information provided by you, we may charge an administrative fee of up to £10. This reflects reasonable administrative and clinical review costs already incurred.

7.10 Refunds will be made to your original payment method and processed within 14 days of email confirmation.

8. Delivery
8.1 Medication is dispatched only after prescription authorisation and dispensing have been completed.

8.2 Delivery timeframes are calculated from prescription authorisation and dispensing completion, not from the time the consultation is submitted.

8.3 Responsibility for goods passes to you upon delivery, not dispatch.

8.4 Due to regulatory and safety requirements, changes to shipping or billing details cannot be made once an order has entered processing.

8.5 Any stated processing or delivery times are estimates and not guarantees.

8.6 Delivery delays may occur due to unforeseen circumstances outside our reasonable control, including but not limited to adverse weather conditions, courier or postal service disruptions, peak trading periods, weekends, bank holidays, or public holidays.

8.7 Where such delays occur, we will make reasonable efforts to keep you informed by telephone or email and provide updates regarding your order.

8A. Events Beyond Our Control (Force Majeure)
We will not be liable for any failure or delay in performing our obligations under these terms where such failure or delay is caused by events beyond our reasonable control.

Such events may include, but are not limited to: adverse weather conditions, courier or postal service disruption, strikes or industrial action, supply chain interruptions, system outages, public health emergencies, acts of government, regulatory action, or other events outside our reasonable control.

Where such events occur, we will take reasonable steps to minimise disruption and, where appropriate, keep you informed. This clause does not affect your statutory rights.

9. Personal information
9.1 Personal data is handled in accordance with our Privacy Policy.

9.2 By using our Website, you confirm that the information you provide is accurate and that you agree to our Privacy Policy and Cookie Policy.

9.3 We may carry out identity and eligibility checks using approved third-party identity verification providers. Failure to pass these checks will prevent us from providing prescription services.

9.4 We will not routinely inform your GP of treatment without your consent, unless required for safeguarding, continuity of care, or where clinically necessary. We recommend informing your GP of any medication supplied.

10. Access to our Website
10.1 Access to our Website is provided on a temporary basis. We may withdraw, suspend, or change the service without notice.

10.2 You must ensure that all persons accessing the Website through your internet connection are aware of and comply with these terms.

10.3 We may update, suspend, or discontinue any part of the Website at any time.

11. Our liability
11.1 We do not guarantee that the Website will always be accurate, complete, or error-free and exclude liability to the fullest extent permitted by law.

11.2 We do not accept liability for losses related to business, profit, or commercial activity.

11.3 We are not responsible for inaccuracies in information you provide or for failure to follow medical advice or instructions.

11.4 Products and services are supplied for personal use only.

11.5 Our services do not replace face-to-face consultations with a healthcare professional where such consultation is clinically required.

11.6 We are not responsible for delivery delays outside our reasonable control; however, your statutory rights in relation to damaged, lost, or faulty goods remain unaffected.

12. Intellectual property
12.1 We own or license all intellectual property rights in the Website and its content.

12.2 You must not reproduce, distribute, modify, or otherwise use any content without our prior written permission.

13. Changes to terms
13.1 We may update these terms from time to time. The version in force at the time you place your order will apply.

14. External links
14.1 Links to third-party websites are provided for information only. We have no control over their content and accept no responsibility for them.

15. Prescription medicines
15.1 The statutory “cooling-off” period does not apply to prescription medicines once clinical assessment has begun. By placing an order, you consent to clinical assessment and understand that cancellations after this point may incur an administrative fee of up to £10, reflecting reasonable costs already incurred.

16. Entire agreement
16.1 These terms, together with referenced documents, constitute the entire agreement between you and SwiftMedi Ltd.

Additional information
Discount codes are limited to one per order and cannot be combined. Orders cannot be cancelled to apply a discount retrospectively. Codes may be used on future orders.

Order changes (including strength, delivery address, or delivery date) must be requested at least 48 hours before the scheduled shipping date.

Orders are reviewed approximately 48 hours before expected dispatch.

If you are dissatisfied with our service, please contact us so we can attempt to resolve your concern in line with our complaints procedure.

For any concerns or assistance, please contact [email protected] or call us on 0333 3399 821