Terms and Conditions

Before you use Co-operativehealthcare we ask you to read our terms and conditions. By using our service you are confirming that you have read and understood and agree to be legally bound by these terms and conditions. You should not use this service if you do not understand or accept these terms and conditions.

1: Definitions

Cooperativehealthcare is a website operated by Freedomhealth Limited Company number 471 1272. Registered office is at 60 Harley Street, London, W1G 7HA.

Freedomhealth is registered with and regulated by the Care Quality Commission (CQC) and complies with the Health and Social Care Act 2008 (http://www.legislation.gov.uk/ukpga/2008/14/contents). Our doctors are registered with and regulated by the General Medical Council (GMC) and as such comply with the Good Medical Practice Guidelines (http://www.gmc-uk.org/guidance/good_medical_practice.asp). You can review a copy of our most recent Care Quality Commission Inspection Report here.

All medicines are dispensed by West Midlands Co-operative Chemists Ltd, registered with the General Pharmaceutical Council as an Internet Pharmacy number 1109448.

For more information about the registration status of our pharmacies you can email the GPhC on info@pharmacyregulation.org; or you can write to them at: The General Pharmaceutical Council, 129 Lambeth Road, London, SE1 7BT.

2: Our services

Cooperativehealthcare provides treatment services. Cooperativehealthcare also offers a telephone consultation service giving medical advice about general health concerns.

Our treatment services only provide one course of treatment. Additional courses of treatment may be required but this may have to be paid for if the first course of treatment is not effective.

The information and advice provided by Cooperativehealthcare is based on the information you have supplied to us. It is your responsibility to ensure this information is correct and complete and you accept that failure to do so (whether intentionally or not) will affect the information and advice we give to you and the medicines we supply to you and, as such, may have consequences for which we are not responsible.

When you place an order for medicines or take up a service that involves the prescribing of medicines this will require us to perform an assessment of your clinical suitability for the medicines before the medicines can be approved for supply. You agree to us commencing this service and an assessment of your clinical suitability when you place the order and, as such you will have no legal right to cancel your order under the Consumer Protection (Distance Selling) Regulations.

Our doctors can only make a decision as to whether it is in the best interests of the patient to receive a medicine when the doctor has all relevant information. On occasion, this may require the doctor to ask the patient for additional information further to the information that was provided in response to an online questionnaire.

When we receive an order from you to purchase goods or services from us, we will confirm that we have received the order by sending a confirmation email to the contact email address that you supplied. Your order is an offer to purchase an item and will not be binding on us until we are prescribing your medicine or dispatching a testing kit. Professional codes of conduct and legal restrictions may limit the number and frequency of any item we are permitted to supply to you and, as such, we have no obligation to supply quantities exceeding the relevant permitted maximum and will charge only for those we do supply. We reserve the right to reject any order.

For treatment services we aim to review your medical assessment promptly Monday to Friday 9 - 6 pm. Assessments submitted at the weekend will be reviewed by Monday morning. On bank holidays assessments are reviewed on the next working day.

3: Delivery

If you are suitable for treatment your payment will be processed and your medicine dispatched normally within one working day of the doctor authorising the supply of the medicine by courier, for delivery the next working day. Our Pharmacy aim to despatch all orders processed before 4pm for next day delivery.

Please note that delivery will be to the address you give us. It is possible to have delivery made to alternative more convenient addresses such as your office or a family member, but please remember to tell us that. Please be careful to enter your delivery address accurately as this will speed your receipt of items.

It is your responsibility to ensure that someone is available to sign for any medicines that are delivered at your chosen delivery address. The person signing for medicines does not need to be the named patient. It is your responsibility to ensure that the person signing for the medicines delivers them to you.

Our Pharmacy will only deliver to the UK, Southern Ireland, Guernsey, Jersey and the Isle of Wight.

Your use of this website and any purchase by you on this website of any products is governed by English Law and will be deemed to have taken place in England and subject to the exclusive jurisdiction of the English courts. If you are ordering from outside the UK, it is your responsibility for ensuring that dispensing, receipt and use of the medicine prescribed complies with your local laws.

Risk and title in the products will pass to you when they are despatched by our Pharmacy.

4. Our prices and payment

Cooperativehealthcare offers competitive prices. All prices are clearly shown on the website and there are no hidden fees or charges. Whilst every effort is made for prices to be accurate Cooperativehealthcare is not obliged to offer a service at an incorrect listed price where the price can be recognised as being incorrect through error.

When you complete an assessment for a treatment service your card is charged but the money is only taken from your account if the doctor decides you are suitable for treatment. If you are not suitable for treatment you will be sent an email explaining why and your card will not be charged.

In providing payment card details, you confirm that you are authorised to use the card and authorise our Pharmacy, or their payment service provider, to take payment in full for the items in your order and any other charges that become due to us under these terms and conditions. Refunds, if applicable, will only be made using the payment gateway (e.g. DataCash) to the card originally used for payment. Refunds may take up to 5 working days to appear on a card statement.

5: Your contract with us

By placing an order through our website, you confirm that you are at least 18 years old.

You will read the key facts provided about each service and agree that Cooperativehealthcare has provided sufficient information contained in this section for you to make an informed decision as to whether this service is appropriate for your situation.

You will only provide information that is true and complete to the best of your knowledge when completing medical assessments, during email exchanges, and telephone consultations. No information should be withheld that may be relevant to a doctor's decision to prescribe a medicine.

You will not complete a questionnaire if you do not understand the question.

You will not create more than one account to obtain treatment for anyone else apart from yourself and any treatment obtained will be for your sole use.

You will not share your account details with anyone else and will take all reasonable steps to ensure that a third party does not gain access to your account and that your account is suitably protected from potential hazards by security applications.

You confirm that you understand that medicines are delivered to you by post and that you are responsible for making sure someone is present to sign for the delivery. You confirm that you will take the treatment as directed and read the patient information leaflet that accompanies the medicine.

You will advise Cooperativehealthcare if you are not certain how to take any treatment or suffer any side-effects as a result of taking a medicine.

You will ensure that no one other than you has access to any medicines that we make available to you. You will ensure that any medicines prescribed are not used beyond their expiry date.

You confirm that Cooperativehealthcare advises that your GP be kept informed about any service you use or treatment you receive. You confirm Cooperativehealthcare has offered to inform your GP if you provide Cooperativehealthcare with the relevant contact information for your GP.

You accept to consult with your GP when advised if further tests or investigations are recommended.

You agree to provide an email address or contact telephone number when you create a Cooperativehealthcare account and consent for us to contact you by email, telephone - including SMS- if the need arises.

6: Our contract with you

Cooperativehealthcare is an online doctor service operated by Freedomhealth Limited and neither Co-operative Pharmacy nor The Midcounties Co-operative Limited have any liability to you in respect of the advice and diagnosis given as a result of your use of this service. You agree that any claim you make in connection with any advice or diagnosis given by this service will only be brought against Freedomhealth Limited.

Cooperativehealthcare accepts full clinical responsibility for all of its patients to the full extent that the law requires. Cooperativehealthcare will not be liable for any loss or damage (in contract negligence or otherwise) where:

  • There is no breach of a legal duty of care owed to you by us or;
  • The loss or damage is not a reasonably foreseeable result of any such breach or;
  • Any loss or damage or increased risk of loss or damage results from a breach by you of these Terms and Conditions; or
  • You fail to pick up your medicine from a post office; if there was no one present to sign for the delivery at the delivery address, you fail to follow the advice given, or you do not read the patient information leaflet.

Cooperativehealthcare hopes to provide a seamless and continuous service but cannot be held responsible for:

a. any unforeseen failures in the operation of the online service, for example, failure of electronic communication systems or postal services;

b. loss or damage caused by you providing inaccurate or incomplete information;

c. loss of your emotional well-being including, but not limited to, any embarrassment caused;

d. loss of income or anticipated profits;

e. loss of opportunity;

f. loss of goodwill or injury to reputation;

g. losses suffered by third parties; or

h. any indirect, consequential, special or exemplary damages arising from the use of the service regardless of the form of action.

Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence or for fraud or fraudulent misrepresentation. Nothing in these Terms and Conditions affects your statutory rights

Cooperativehealthcare is not required to provide repeat treatments if you feel the treatment has not worked or if the medicine has been signed for at the delivery address given but for some reason has not been delivered to you.

Cooperativehealthcare cannot be held liable for failure of third party providers. In the instance of third party failures liability will rest with them.

Cooperativehealthcare cannot guarantee its treatments to always be effective and whilst Freedomhealth endeavours to provide accurate medical care and advice no promises are made, given, or intended by the advice provided by the Cooperativehealthcare.

Cooperativehealthcare take care to ensure that all information available on our website about our business, services and any products mentioned is accurate. However, these are continually developing and, occasionally, the information may be out of date. General medical information provided on the website � as opposed to personalised information uploaded into your online patient record - is not a substitute for specific and personalised medical advice and should not be read or used as such.

Cooperativehealthcare may, from time to time, provide links from this website to websites that are owned and controlled by third parties. These links are provided only for your convenience and Cooperativehealthcare have no control over and will have no liability in respect of those websites.

7: Privacy and Data Protection Site

Cooperativehealthcare complies with UK Data Protection legislation. Freedomhealth Limited appears on the Data Protection Register number Z8929096

Cooperativehealthcare takes safety and privacy of your medical information seriously. All data is stored securely and no confidential information is sent by email.

Results and messages are sent in your secure 'account' to which only you, our doctors and authorised Cooperativehealthcare staff have access. Messages are exchanged in the secure 'your account' part of the site.

To provide you with a good standard of care it is necessary that medical and non-medical staff at Cooperativehealthcare have access to your account. However, we can assure you that no data or information is shared with anyone not involved with your care. When Cooperativehealthcare performs an audit all patient information is anonymised.

Where photographs are uploaded onto your account you confirm that you waive any right to ownership of the photographs. You also confirm that you allow Cooperativehealthcare permission to use them for training, research, or commercial purposes with the explicit understanding that any photograph will to be anonymised.

Where you have given your explicit consent Cooperativehealthcare or The Midcounties Co-operative Limited (or any of their group companies) may send direct marketing materials to you by e-mail to the contact e-mail address that you have provided.

8: Refunds

Due to safety reasons once a medicine has been issued then it cannot be returned. It should be taken to a pharmacy for safe disposal.

If your order appears to be damaged or if the item ordered appears to be wrong then please contact our Pharmacy on 01902 357660 within 48 hours of receipt of medication. Our Pharmacy will make every effort to replace any damaged products. However they will need the item returned to us with all the original packing and by registered post to:

Co-operative Online Doctor
Unit 2
Stonefield Walk
Off High Street
WV14 0EP

Unfortunately if they are unable to see all the packaging and returned items then they cannot replace the item for you.

9: Feedback and complaints

We welcome feedback on our service. To provide feedback you can send a message from your account. To make a complaint you can also send us a message from your account. However, to make a formal complaint about the online service you should write a letter to Dr Sean Cummings at Freedomhealth, 60 Harley Street, London, W1G 7AH.

Complaints about delivery, packaging, and labelling should be directed to our Pharmacy via customerservices@co-operativehealthcare.co.uk or 01902 357660

In the event that you would like to make a complaint about any aspect of the professional service you have received, you can make this in writing to

Superintendent: Abdul-Munim Bashir

Registration number – 2054126
The Co-operative Pharmacy
Co-operative House
Warwick Technology Park
CV34 6DA


All complaints will be acknowledged within five working days. In the event that you are not satisfied with the response then you should contact the Care Quality Commission or the General Pharmaceutical Council at the respective addresses above.

10: The legal bit

Cooperativehealthcare makes no claims or representations that any or all of the content on this website may be lawfully viewed, downloaded or used outside the United Kingdom. Unless otherwise expressly stated, the content, this website is directed solely at users who access this website from within the United Kingdom. If you choose to access the website from outside of the United Kingdom you do so at your own risk and are responsible for compliance with the laws of our jurisdiction

Nothing in these Terms and Conditions is intended to, nor shall it confer a benefit on any third party under the Contracts (Rights of Third Parties) Act 1999 and a person who is not a party to these Terms and Conditions has no rights to enforce them.

No delay or decision not to enforce rights under these Terms and Conditions will constitute a waiver of the right to do so and will not affect rights in relation to a subsequent breach

These terms and conditions are governed by and construed in accordance with English law and you confirm that you accept jurisdiction of the English Courts.