LEGAL · PRIVATE SERVICES

Private services terms and conditions.

These terms explain how we provide private consultations, assessments and treatment, what you pay for, and what happens if you cancel or do not attend. They apply to the service described in your booking confirmation. Your right to decide whether to have treatment is always separate from your obligation to pay a fair, agreed charge for a service we have actually provided. For services in England. Version 1, effective from 14 October 2026.

CONTENTS

Before you book

Key payment information.

We do not take a deposit or booking payment. You pay at your appointment, after the pharmacist has assessed you, by card or cash in branch.
Where a service has a consultation fee (for example the £10 travel consultation or the £40 weight-management consultation), the fee pays for the pharmacist’s assessment and advice, whether or not a vaccine, medicine or treatment is then recommended. A completed consultation is not refundable because you change your mind or decide against treatment.
Where the price list says a consultation fee is “redeemable”, it is deducted from the cost of the vaccines or treatment you go on to have.
There is no charge for cancelling or for missing an appointment. Please give us 24 hours’ notice where you can.
Vaccines prepared for you: if, after your consent, a single-use vaccine has been opened or drawn up for you and then cannot be used because you change your mind, we may charge the cost of the wasted dose, up to the vaccine’s list price, but only where we told you this before preparing it (clause 11). You can still withdraw consent to treatment at any time.
Your statutory rights, including remedies for a service not carried out with reasonable care and skill, always take priority over these terms.

01 · About us and these terms

About us and these terms.

1.1 In these terms, “we”, “us” and “our” mean MediPill Pharmacy, the trading name of two companies registered in England and Wales: Ventral Ltd (company number 11501325), which runs MediPill Botley, MediPill Summertown and MediPill Deddington, and Headington Healthcare Ltd (company number 12566866), which runs Headington Pharmacy. Your contract is with the company that runs the branch you attend. Head office: MediPill Pharmacy, The Studio, Hudson Street, Deddington, Banbury OX15 0SW. Our service and cancellation email is info@medipill.co.uk.

1.2 Our branches, all registered pharmacies regulated by the General Pharmaceutical Council (GPhC):

Branch	Address	Telephone	GPhC premises no.
MediPill Botley	9 Westway Square, Botley, Oxford OX2 9TJ	01865 247 023	9011417
MediPill Summertown	227 Banbury Road, Summertown, Oxford OX2 7HQ	01865 558 348	1035938
Headington Pharmacy	Bury Knowle Health Centre, 207 London Road, Headington, Oxford OX3 9JA	01865 765 559	1094206
MediPill Deddington	The Studio, Hudson Street, Deddington OX15 0SW	01869 337 583	9010935

Our Superintendent Pharmacist is Zain Rajabali (GPhC 2219769). The pharmacist responsible for your care and their registration details are available on request. We do not claim that these terms, any treatment or our advertising have been approved by the GPhC, MHRA or ASA.

1.3 “Consultation” means the professional assessment and advice agreed for your appointment. “Treatment” includes an agreed procedure, the administration of a vaccine or medicine, or another clinical intervention. “Product” means a medicine, vaccine, device or other item supplied separately or used in treatment. “Price list” means the prices published at medipill.co.uk/prices and in our branches.

1.4 These terms cover our private services: travel health consultations and travel vaccinations, private vaccinations, ear wax removal, cholesterol and glucose testing, period delay, the weight-management programme, private prescription dispensing, and any other private service identified in your booking confirmation. They do not apply to NHS services, which are free or carry only the NHS prescription charge.

1.5 Your contract consists of these terms, your booking confirmation, the agreed price and scope of service, and any service-specific information agreed before booking. Information about a service that the law makes binding stays binding. A consent form describes clinical choices and risks; it does not waive your legal rights.

1.6 We explain the important terms before you pay and give you a copy you can keep. If you need these terms explained, an accessible format, communication support or a reasonable adjustment, tell us and we will arrange it.

02 · Booking and confirmation

Booking and confirmation.

2.1 You can book online through our booking provider, Pabau, by telephone, or by walking in. A booking is accepted when we confirm the appointment, its service and its price. An automated acknowledgement is not acceptance unless it expressly confirms the booking.

2.2 Before or at confirmation we identify the service, branch, date and time, expected duration, the consultation fee (if any) and whether it is redeemable, and any separate product or treatment charges we can price in advance. Where treatment cannot be priced until you have been assessed, we explain the basis and agree a price with you before going ahead.

2.3 Tell us about anything that affects eligibility or access before booking. We may need age or identity evidence, medical information, a physical examination, tests or information from another healthcare professional. An appointment is an opportunity for assessment; it does not guarantee that a treatment will be suitable or provided.

2.4 Pabau processes bookings and, where used, online forms for us. Where another organisation is responsible for a separate service (for example a laboratory), we identify it, its role and its charges before you agree to that service. Using a booking platform does not reduce our responsibility for our own service.

2.5 Reminders are a courtesy. You remain responsible for attending, but a failure on our part that materially affects your attendance will be taken into account.

03 · Fees and what payment covers

Fees and what payment covers.

3.1 Prices are on the price list and are confirmed before booking. A consultation fee covers the pharmacist’s assessment, relevant history, clinical decision-making, advice and the clinical record. A consultation may conclude with advice only, a recommendation to seek further investigation, or a referral, and no treatment.

3.2 Paying for a consultation does not buy a prescription, a specified medicine, an injection, a guaranteed result or an entitlement to treatment. The pharmacist’s decision depends on an appropriate assessment and your best interests. Declining to supply, or recommending another service, can be a proper outcome.

3.3 Product, procedure, test, prescription-issue and follow-up charges are separate only where they have been disclosed and agreed. We identify what is included and excluded. Prices include VAT where it applies. We obtain your express agreement before any optional extra charge.

3.4 Where a consultation fee is redeemable against treatment, we show the consultation fee and the treatment price separately and deduct the fee from the treatment price when you proceed.

3.5 Unless your confirmation says otherwise, the consultation fee is payable at the start of the appointment and any treatment or product charge is payable before it is provided. We accept card and cash in all branches.

3.6 We provide a receipt identifying each charge. Your refund entitlement is decided under these terms and the law, regardless of how or when you paid.

04 · Consultation charges and changes of mind

Consultation charges and changes of mind.

4.1 Once an agreed consultation has been completed with reasonable care and skill, we do not refund the consultation fee because you decline a proposed treatment, prefer another provider, decide not to use a prescription, or disagree with a properly reached clinical recommendation.

4.2 A consultation that properly establishes that a vaccine, medicine or procedure is unsuitable for you is a completed consultation. We do not charge a consultation fee for a brief eligibility check at the counter that does not deliver the agreed assessment, or for turning a booking away at reception.

4.3 If you change your mind or withdraw consent during the appointment, tell the pharmacist. We stop as soon as it is clinically safe, explain any immediate safety steps, and respect your decision. You never have to accept treatment to avoid losing a payment.

4.4 If you stop the consultation before it is complete, we charge only for the professional work actually delivered, assessed fairly against the agreed scope and price, and never more than the agreed consultation fee.

4.5 Tell us promptly if you feel unwell, unable to proceed, or have an emergency. We consider safety, accessibility needs and exceptional circumstances when applying these terms, and a financial question never delays urgent clinical advice.

05 · Cancellation and rescheduling

Cancellation and rescheduling.

5.1 Cancel or reschedule through the link in your booking confirmation, by telephoning the branch, or by email to info@medipill.co.uk. Give your name and appointment details. Cancellation takes effect when your notice reaches us; you do not need our approval for it to be valid.

5.2 We do not charge a booking, cancellation or rescheduling fee, however much notice you give. Please give at least 24 hours’ notice where you can, so another patient can use the slot.

5.3 Because nothing is paid at booking, there is nothing to refund when you cancel before your appointment.

06 · Missed appointments and lateness

Missed appointments and lateness.

6.1 We do not charge for a missed appointment. If appointments are repeatedly missed without notice, we may ask you to book by telephone or confirm on the day before we hold a slot for you.

6.2 Please arrive on time. If you are late, we assess whether there is enough time to provide safe care. We may offer a shorter consultation if it can still meet your needs and you agree, or arrange another appointment. A shortened consultation is charged fairly for the service delivered.

6.3 We consider illness, emergencies, bereavement and reasonable adjustments in applying this clause and ask only for information that is reasonably necessary.

07 · Bookings made online, by phone or away from the premises

Bookings made online, by phone or away from the premises.

7.1 Where your contract is made at a distance (for example online or by telephone) and qualifies under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 days after the day the contract is made to cancel without giving a reason. A booking made online for a consultation that later takes place in person can still be a distance contract.

7.2 A clear statement by telephone, email or the booking link is enough. You may use the form in Schedule 3 but do not have to.

7.3 If you want a service to start within the 14-day period, we obtain your express request before starting and tell you that the right to cancel ends once the service has been fully performed. Because we take no payment in advance, a valid cancellation never leaves a charge to recover; if a service was partly performed at your request before you cancelled, you pay only a proportionate amount for what was provided.

7.4 The Regulations exclude some supplies of medicines from the cancellation right. We explain any exclusion that applies to your particular service before you agree, rather than treating all healthcare as exempt.

7.5 There is no statutory change-of-mind cooling-off period for a contract made on our premises. Clause 5 (free cancellation) and your other statutory rights still apply.

08 · If we cancel or cannot provide the service

If we cancel or cannot provide the service.

8.1 If we cancel before providing the service, we offer a suitable alternative appointment. Anything you have paid for the unprovided service is refunded in full; you are never required to accept a credit instead.

8.2 If we cannot provide the agreed service because of staff absence, equipment failure, stock issues, our error or another operational problem, we explain the options and refund any charge for a part not provided. We do not convert an appointment at which no treatment could be given into a paid consultation after the event.

8.3 If a proper consultation establishes that a service is unsuitable for you, clause 4 applies to the consultation fee. If we should reasonably have identified an exclusion before accepting the booking, we assess whether any fee is due rather than automatically retaining it.

8.4 Events outside our reasonable control may require changes, but do not entitle us to keep payment for services not provided.

09 · Assessment, prescribing and supply

Assessment, prescribing and supply.

9.1 Our pharmacists act within their competence and the applicable legal, professional and clinical requirements. They may request further information, examine you, arrange tests, refer you, postpone a decision or decline treatment where appropriate. Fees do not determine clinical decisions.

9.2 Give us accurate and complete information about your symptoms, diagnoses, medicines, supplements, allergies, pregnancy or breastfeeding, previous procedures and anything else relevant, and tell us about changes before and during ongoing care. We explain what information is needed and why.

9.3 You must not obtain treatment for another person through a consultation in your name, share supplied medicines, conceal concurrent treatment, or use several providers to avoid safety checks. If there is a concern, we may pause supply and explain next steps.

9.4 Where relevant, we discuss sharing a summary with your GP or another professional, explain the confidentiality arrangements and any safety implications of refusing. If safe care cannot be provided, we may decline or pause treatment. Information is disclosed without consent only where the law permits or requires it.

9.5 A private prescription is issued only where lawful and clinically appropriate. Where we dispense a prescription from another prescriber, we quote the price of the medicine before dispensing. Acceptance of our recommendation by your NHS GP is not guaranteed.

9.6 If an unlicensed or off-label use is clinically proposed, the pharmacist explains its status, reasons, alternatives and material risks as part of informed consent. These terms do not give advance consent to such use.

9.7 Repeat supply under our weight-management programme requires review and monitoring. We can postpone or decline a repeat where the necessary assessment, records or tests are absent, with advice about safe continuity of care. A previous supply does not guarantee another.

10 · Consent, privacy and safe appointments

Consent, privacy and safe appointments.

10.1 Before an examination or treatment we explain its purpose, relevant risks, likely benefits, alternatives, uncertainties and cost in a way you can understand. You can ask questions and take time to decide. We obtain appropriate consent and assess capacity where needed.

10.2 Accepting these terms or paying a fee is not clinical consent. You may refuse an examination, medicine, test or procedure, or withdraw consent. We explain any effect on whether a safe service can be provided and apply the payment rules fairly.

10.3 You must be 16 or over to book a private service for yourself. For under-16s we assess consent, capacity, parental responsibility and safeguarding. Paying for an appointment does not give authority to consent for, or access the records of, another person.

10.4 We provide a private consultation room and suitable equipment and infection-prevention measures. Tell us if you would like a chaperone, interpreter, supporter or adjustment.

10.5 We may stop an appointment if safety, safeguarding, capacity, intoxication or threatening behaviour prevents safe care. We explain the decision where appropriate and give any necessary safety advice. This does not automatically forfeit all payments.

11 · Vaccines, medicines, preparation and returns

Vaccines, medicines, preparation and returns.

11.1 We supply medicines and vaccines through lawful arrangements and give you the relevant instructions and safety information. Tell us promptly about a wrong, damaged, defective or recalled product.

11.2 Once a medicine has lawfully left the pharmacy we do not offer a change-of-mind refund of its price. Medicines returned after leaving our control cannot be put back into stock for another patient because their storage and handling cannot be assured; we can advise on safe disposal. This does not remove your statutory remedies for a faulty, incorrect or misdescribed product, or any statutory cancellation right that applies.

11.3 Before a vaccine or medicine is opened, drawn up or otherwise irreversibly prepared for you, we tell you its price, that it may become unusable if you then withdraw, and the maximum you could be charged for that loss. We obtain your authorisation and clinical consent before preparing it. We prepare a dose only once eligibility and consent have been confirmed and immediately before giving it. Booking an appointment is never permission to prepare a vaccine in advance.

11.4 If you change your mind after a single-use dose has been prepared for you and it cannot safely and lawfully be used for someone else, we may charge the cost of the wasted dose, never more than the vaccine’s price on the price list and never more than the amount disclosed under clause 11.3. We do not charge for a dose that is still sealed and usable stock, for wastage caused by our own error, or for administration that did not take place.

11.5 We keep the batch, preparation, consent and wastage records and can explain any charge without disclosing another patient’s information.

11.6 You may withdraw consent even after preparation. We never administer a vaccine or medicine without valid consent, pressure you to proceed because of a possible charge, or make safety advice conditional on payment.

12 · Service-specific terms

Service-specific terms.

12.1 Travel health and travel vaccines. The £10 travel consultation is a personalised assessment of your destination, itinerary, history and timing, using current NaTHNaC guidance. It is deducted from the cost of any vaccines you then have with us. A consultation fee remains payable where an assessment is completed but no vaccine is indicated or you decline. Course doses are priced per dose on the price list. Same-day walk-in travel appointments carry a £25 express fee, which we tell you about first. We cannot guarantee that a destination will accept a certificate or document; check current entry requirements before you travel. Yellow fever vaccination and the International Certificate (ICVP) are provided at our registered Yellow Fever Centres.

12.2 Ear wax removal (Summertown and Botley). The appointment includes an assessment of your ears. Microsuction is carried out only where it is safe and appropriate; removal may be unnecessary, unsafe, or incomplete, and we explain the findings and options. The removal charge on the price list applies when removal is carried out. If, on assessment, removal is not attempted, we charge no removal fee.

12.3 Weight management. The initial consultation (£40) is deducted from the cost of treatment if you start the programme. Treatment and repeat supplies depend on clinical eligibility, monthly face-to-face review and monitoring. No booking or advertisement guarantees a particular medicine or result.

12.4 Cholesterol and glucose testing, and period delay. The price covers the test or consultation and the pharmacist’s interpretation and advice. A test result is interpreted within the agreed service; further investigation may be recommended. Where a medicine is supplied, its price is on the price list and is confirmed before supply.

12.5 Private prescription dispensing. We quote the price of the medicine before dispensing it. Medicines that need ordering in are usually ready within 24 hours. Clause 11 applies to returns.

12.6 Where a laboratory or external clinician is involved, we identify the provider and explain charges, expected times and who is responsible for follow-up.

13 · Aftercare, records and personal information

Aftercare, records and personal information.

13.1 Follow the instructions you are given, attend agreed monitoring, and tell us promptly about side effects or a change in your health. If advice is unclear, contact us.

13.2 Our private service is not an emergency service. If symptoms need urgent or emergency help, call 999 or NHS 111 rather than waiting for a booking or an email reply. Each service has an aftercare contact (your branch, or info@medipill.co.uk).

13.3 We keep relevant clinical and transaction records and protect confidentiality. Our privacy policy at medipill.co.uk/privacy-policy explains the data controllers, purposes, lawful bases, recipients, retention periods, your rights and how to raise a concern. Health information receives the additional protection the law requires.

13.4 Consent to treatment, confidentiality permissions and the legal basis for processing personal information are distinct. Accepting these terms is not data-protection consent, and marketing consent is separate; refusing it does not affect your care.

14 · Your statutory rights, refunds and liability

Your statutory rights, refunds and liability.

14.1 We provide services with reasonable care and skill and comply with binding information about the service. Products must meet legal requirements for quality, fitness for purpose and description. These terms preserve your rights under the Consumer Rights Act 2015 and other applicable law.

14.2 If a service does not meet legal requirements you may be entitled to a repeat at our cost, a price reduction, a refund or another available remedy, according to the circumstances. You do not have to accept repeat treatment that is clinically inappropriate.

14.3 Nothing in these terms excludes or restricts liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability the law does not permit us to exclude. There is no blanket liability cap and no waiver of clinical negligence claims.

14.4 We are responsible for losses for which the law makes us liable. Signing a consent form, being told about a risk, or agreeing to these terms never excuses negligent care, misleading information, a dispensing error or a breach of legal duties.

14.5 A statutory cooling-off refund is paid within 14 days of your cancellation notice; other agreed refunds are normally processed within 14 days of confirming entitlement, to the original payment method, without a refund fee.

14.6 A complaint, refund request or dispute never justifies withholding necessary safety advice or treating you unfairly.

15 · Complaints and disputes

Complaints and disputes.

15.1 Raise a concern with the branch team or contact the Superintendent Pharmacist at info@medipill.co.uk or the head office address in clause 1.1. Our complaints procedure is at medipill.co.uk/complaints-procedure; we acknowledge complaints within 3 working days.

15.2 The GPhC can consider concerns within its regulatory role but is not a court deciding a refund dispute. Medicines or advertising concerns may fall to the MHRA or ASA, and data concerns to the ICO. You are free to contact any of them without our permission, and to seek independent advice (for example Citizens Advice) at any stage.

15.3 Our complaints process does not prevent court proceedings or other remedies. We are not members of an alternative dispute resolution scheme unless we tell you so in writing.

16 · Changes, applicable law and interpretation

Changes, applicable law and interpretation.

16.1 The version of these terms in force when you book applies to that booking. We may update terms and prices for future bookings. A change to an existing contract needs your agreement where the law requires it; we never impose a new charge retrospectively.

16.2 If a provision is unlawful or unenforceable, it does not bind you to that extent and the rest operates only so far as it lawfully and fairly can.

16.3 These terms are governed by the law of England and Wales. The courts of England and Wales have non-exclusive jurisdiction, without removing any mandatory protection or right to bring proceedings in another court available to you.

Schedule 1 · What your booking confirmation states

What your booking confirmation states.

For every private appointment the confirmation (from Pabau or the branch) states, before you attend:

patient name and booking reference;
service, branch and pharmacist (or “duty pharmacist”);
date, time and expected duration;
the consultation fee, if any, and whether it is redeemable against treatment;
treatment or product prices from the price list, or a statement that a quotation follows assessment and needs separate agreement;
any express fee (same-day walk-in travel appointments: £25);
what to bring (vaccination record, prescription, medication list);
cancellation: free at any time; 24 hours’ notice requested; how to cancel;
these terms (link) and the privacy policy (link).

Schedule 2 · Booking acknowledgement (shown at online booking)

Booking acknowledgement (shown at online booking).

“I have the appointment details and these terms. I understand that MediPill takes no payment at booking; that a consultation fee, where one applies, pays for the pharmacist’s assessment and advice and does not guarantee a prescription, product or treatment; that a completed consultation is not refundable because I change my mind; that I can cancel free of charge at any time; and that I can refuse or withdraw consent to treatment at any time.”

Prepared-dose acknowledgement (completed in branch, where applicable): “The pharmacist has explained the proposed vaccine, that it may have to be discarded if I withdraw after it has been prepared, and the maximum I could be charged for that loss: £[amount]. I authorise preparation for my treatment now that my eligibility and consent have been confirmed. I remain free to withdraw consent, and only a fair, justified charge can be made. This does not waive my statutory rights.”

Request to start within the 14-day cancellation period (where the booking was made at a distance): “I ask MediPill Pharmacy to begin the following service before the end of my 14-day statutory cancellation period: [service, date]. I understand that once the service has been fully performed I lose the statutory right to cancel that service, and that if I cancel before it is fully performed I pay a proportionate amount for what has been provided. My rights if the service is defective are unaffected.”

Schedule 3 · Optional statutory cancellation form

Optional statutory cancellation form.

Complete and send this form only if you wish to cancel a contract to which a statutory cancellation right applies. A clear cancellation statement by telephone or email is also sufficient.

To: [Ventral Ltd / Headington Healthcare Ltd] trading as MediPill Pharmacy, The Studio, Hudson Street, Deddington, Banbury OX15 0SW; email info@medipill.co.uk. I give notice that I cancel my contract for the following service: [service]. Contract made on: [date]. Appointment or booking reference: [reference]. Consumer name: [name]. Consumer address: [address]. Signature (only if submitted on paper): [signature]. Date: [date].