Phlo Terms of Service
These terms of service (the Terms) apply to your access and use of Phlo websites, applications and our services (the Services). The Services involve the following activities:
Directing your acute and/or repeat NHS prescription electronically to our Pharmacy. We will require your consent to send your medicines to our Pharmacy and this consent will be sought separately while you use the Services.
Our Pharmacy dispensing your medicines against the prescription received from your NHS England GP surgery.
Dispensing your medicines to be either delivered to you or your nominated representative, by our delivery drivers.
We operate multiple Pharmacies and from time to time we may need to move your nomination from one Phlo Pharmacy to another in order to dispense and deliver medication from the most appropriate Pharmacy location closest to your chosen delivery address. By agreeing to these terms you agree that we can move your nomination between our Pharmacies to ensure optimum service.
The Terms and the Services may be varied at any time without cause or prior notice. Every time you wish to use the Services, please read these Terms to ensure you understand the terms which apply at that time.
What is Phlo?
We are a digital pharmacy service, which allows you to request your acute or repeat prescriptions from your NHS England GP by using our website or application. Once you have signed up to receive our Services, your acute & repeat prescriptions will be electronically directed to our Pharmacy to be dispensed.
Once it is dispensed, we will deliver it to you.
Our website and app are owned and provided by Phlo Technologies Ltd, a company incorporated in Scotland under company number SC496769 whose registered address is C/O Gillespie & Anderson, 147 Bath Street, Glasgow G2 4SN (“Phlo”, “we”, “us” or “our”). Our VAT Number is 258020620.
If you require any information or if you would like to make a complaint about our website or any of our Services, you can contact us by:
Telephone 0141 255 0751
Email at [email protected] ; or
Mail by writing to our Head Office: Phlo Technologies Ltd, Clockwise Office, 77 Renfrew St, Glasgow, G2 3BZ.
Our digital pharmacy service (our Pharmacy; Phlo - Digital Pharmacy or Phlo) operates using our distance pharmacies.
Our London Pharmacy is run by qualified pharmacists and operates from a registered pharmacy premises under General Pharmaceutical Council registered premises number 9011535
Phlo - Digital Pharmacy - London
35 Corbridge Crescent
Telephone 020 8191 9444
Our Birmingham Pharmacy is run by qualified pharmacists and operates from a registered pharmacy premises under General Pharmaceutical Council registered premises number 1122210
Phlo - Digital Pharmacy - Birmingham
Office 002M, IBIC 2
Holt Court South
Telephone 0121 333 6457
Phlo - Digital Pharmacy - Manchester
Unit 1 Fifth Street
Our Manchester Pharmacy is run by qualified pharmacists and operated from a registered pharmacy premises under the General Pharmaceutical Council registered premises number 9011171
Telephone 0161 537 9778
Superintendent Pharmacist & Pharmacy Details
Dennis Ouko MPharm. GPhC number: 2205052
Phlo Technologies Ltd is the legal owner of our London pharmacy located at Unit 12-14, Containerville, 35 Corbridge Crescent, London E2 9EZ under GPhC number 9011535.
We operate this Pharmacy and are included in the NHS Pharmaceutical list to provide NHS Distance-Selling services to patients under Tower Hamlets Health and Well Being Board/NHS England.
Phlo Technologies Ltd is the legal owner of our Birmingham Pharmacy located at Office 002M, IBIC 2, Holt Court South, Jennens Road, Birmingham, B7 4EJ under GPhC number 1122210.
We operate this Pharmacy and are included in the NHS Pharmaceutical list to provide NHS Distance-Selling services to patients under Birmingham and The Black Country Health board/NHS England.
Phlo Technologies Ltd is the legal owner of our Manchester pharmacy located at Unit 1 Fifth Street, Trafford Park, Stretford, Manchester M17 1JX under GPhC number 9011171.
We operate this Pharmacy and are included in the NHS Pharmaceutical list to provide NHS Distance-Selling services to patients under Trafford CCG Board/NHS England.
Phlo Technologies Ltd is a company registered in Scotland with our registered office at C/O Gillespie & Anderson, 147 Bath Street, Glasgow, G2 4SN.
All our pharmacists are bound by and comply with codes of professional ethics and conduct. You can access these professional conduct rules by visiting www.rpharms.com. Contact details for the General Pharmaceutical Council are also available at www.pharmacyregulation.org.
You are required to register via our website or app in order to use our Services.
You are responsible for ensuring the information that you provide to us while using our Services is accurate and up-to-date. This includes information about you, your medical conditions and associated medicines. You agree that you will notify us immediately of any changes in the information you have provided us with, by updating this information on your online account.
You are responsible for ensuring that you liaise with your GP in relation to what they need from you in order to be able to release your repeat prescription. For example, some medicines can only be prescribed for periods greater than 12 months if you see your GP for a medicines review.
When you register you will be invited to select your own username and password, which will be unique to you. You are responsible for keeping your username and password confidential and for ensuring that they are not used by any other person.
We are not under any obligation to accept your request for registration and you accept that we have the right to suspend or terminate your access to the Services at any time without prior notice if we have reason to believe that you have breached any of the Terms.
You are responsible for disposing of any unwanted medicines in your possession by returning them to a pharmacy.
You accept that you are responsible for the appropriate storage and handling of your medications from the point of delivery to you or your nominated representative.
If you are out with this area, please use our web application or contact us at our pharmacy on 020 8191 9444 to arrange suitable mail-order delivery anywhere in the UK for a Repeat Prescription.
Your Summary Care Record (SCR)
Nominating Phlo as your pharmacy, you are giving your consent to the pharmacists at Phlo Digital Pharmacy to access your SCR for all necessary medical occurrences whilst you are a Phlo patient in order to safely dispense your medication.
Your Summary Care Record (SCR) is an electronic version of your GP medical records, which can only be accessed by authorised healthcare staff that are directly involved in your care. It contains basic information about you (i.e. your name, address, date of birth and NHS number), your allergies, current medications, any reactions to medication and medical notes from the GP.
Only the pharmacists involved in your care will be able to access your Summary Care Record. You can request to view your SCR through your GP, or any other authorised healthcare professional at any time. You can retract the authorisation to access your SCR at any point by informing the staff at Phlo Digital Pharmacy.
Further information on SCR can be found at https://digital.nhs.uk/scr.
Use of NHS Digital Services
Phlo uses NHS digital services. By using Phlo’s apps and services, you are agreeing to abide by the NHS End User Organisation Acceptable Use Policy.
Requesting Your Repeat Medicines
You must register on our website www.wearephlo.com to use our Services.
You agree that Phlo has no control over the issuance of your repeat prescription, which is at the sole discretion of your GP. We do not currently offer a service in relation to non-repeat prescriptions.
The Services are provided on a best endeavours basis: we act as an intermediary and cannot guarantee the completion of your prescription order, since sole and absolute discretion to issue your repeat medicine prescription rests with your GP.
You accept that any order for a prescription that is placed by you will not be binding on us until we have confirmed the order to you by SMS, email or push notification. We reserve the right to reject any order.
Restrictions on Ordering
If the prescription is for someone other than yourself, you will need to have the authority of the person whose prescription it is to have it dispensed by us. You will need to show us that you have the authority. If you cannot satisfy us that you do have the authority, you will not be able to use our Services.
We only accept orders for prescriptions from customers who are 18 years old or over although you may order prescriptions for persons who are under 18 if you are their parent, guardian or legally authorised to do so. By placing an order, you confirm that you are at least 18.
We currently accept orders for same-day, real-time delivery of NHS prescriptions to addresses within http://support.wearephlo.com/en/articles/2904921-where-does-phlo-deliver.
If you are out with this area, please use our web application or contact us at our pharmacy on 020 8191 9444 to arrange suitable mail-order delivery anywhere in the UK for a Repeat Prescription.
Verifying your Prescription
When we receive an order for your prescription we will verify it against the information we already hold for you, and against information held by your GP. In the event that the information does not match, we may try to contact you using the information provided in the registration process. If we cannot contact you and we are unable to dispense the item(s) in your order we will not dispense or deliver the item(s).
If you place an order for a prescription and we do not receive the relevant prescription from your GP, we will not dispense the prescription. We will contact you to let you know that we have not received the prescription from your GP. It will be your responsibility to contact your GP.
Dispensing Your Medicine
We will dispense your medicines using our distance pharmacy.
Our Pharmacy is registered with the General Pharmaceutical Council and is contracted to provide dispensing services to NHS England patients. Pharmacists may only legally prepare a prescription-only medicine upon receipt of a valid prescription from an appropriate prescriber. In relation to the Services we will provide, the appropriate prescriber will be a registered medical practitioner.
We are not and our Pharmacy is not responsible for the manufacture of your prescribed medicines. We are responsible for appropriate dispensing, storage and handling of the medicines while they are in our possession, this includes while they are being delivered to you. You accept that you are responsible for the appropriate storage and handling of your medications from the point of successful delivery onwards.
If any of the items on your prescription are not available or are not suitable for dispensing through this service, we will try to contact you or your nominated representative using the contact information you have given us.
Delivering Your Medicines
The delivery of your medicines may be undertaken by individuals in our employment or by third parties we contract with to provide this aspect of our Services.
You, or your nominated representative, are responsible for taking receipt of your medicines. Any signature provided by your nominated representative will be confirmation of the receipt of your order and our obligations in relation to that delivery will be fulfilled.
You or your authorised representative will need to provide proof of your identity before the medicines can be delivered. If you do not provide that proof, the medicines will not be delivered and you will be charged for delivery.
If you or your nominated representative is not available to take receipt of your medicines when we arrive to make delivery, you may be charged for delivery.
If a delivery is failed because of something you or your nominated representative do or fail to do, you will be charged for the original failed delivery and any subsequent re-delivery charge.
We will not have any liability to you in relation to any loss or damage to your medicines that take place after delivery. We will not have any liability to you in relation to any personal data contained in or on the items we deliver being seen by a third party after delivery.
While we undertake to use reasonable endeavours to have the medicine delivered to you within the delivery slot you select, time is not of the essence and we shall not be in breach of the Terms or have any liability whatsoever to you for failing to make the medicine available on the agreed delivery date.
You must check all medications delivered to you promptly upon receipt. You should never take any medication, which appears to have been tampered with or which you believe has been dispensed in error. In the unlikely event of your order appearing to be damaged or your order appearing to be incorrect, then you should contact us immediately through the details provided above. We are not responsible for any breach of, or failure to provide, the Services, which was caused by you, your GP, or any third party.
For a limited introductory period, we will not charge you for our real-time or next-day delivery service. Following the introductory period, we may charge you for the delivery service and may increase or decrease the prices we charge for this from time to time. You will be notified of any delivery and prescription charges prior to confirming your order.
We will always offer a free 48-hour national mail order service which is available for all NHS patients of Phlo.
NHS prescription charges will apply whether we charge for delivery or not. We will collect these charges from you. We pass these charges back to the NHS. For NHS prescriptions you will be required to confirm eligibility for free prescriptions or to confirm you have a pre-paid prescription certificate. It is your responsibility to give accurate information and not make a false declaration.
In providing payment card details, you confirm that you are authorised to use the card and authorise us to take payment in full for applicable prescription and delivery charges and any other charges that become due to us under these Terms. Refunds, if applicable, will only be made to the card originally used for payment.
Your contract with your mobile network provider will apply while using the Services and this may include a charge for the use of their network services.
You may cancel your order at any stage prior to your delivery being accepted by our courier partner. Once your order has been accepted by our courier partner, if you decide to cancel the order you may be charged up to the full amount of the delivery cost. Once your items have been sent out for delivery from our Pharmacy premises you will be unable to cancel your order, but we may return your medicines to the Pharmacy at our own discretion. In this scenario, you will be charged the full cost of delivery.
Our Liability to You
We, the directors of our company and the directors of any related companies shall not be liable for any losses or claims arising directly or indirectly from use of the Services except that this exclusion of liability does not apply to any damages in connection with death or personal injury caused by the negligence of us or the people we are responsible for.
Ownership, Use and Intellectual Property Rights
The Phlo website and all intellectual property rights in it including but not limited to any content are owned by us, our licensors or both (as applicable). Intellectual property rights mean rights such as copyright, trademarks, domain names, design rights, database rights, patents and all other intellectual property rights of any kind whether or not they are registered or unregistered (anywhere in the world). We and our licensors reserve all of our and their rights in any intellectual property in connection with these Terms. This means, for example, that we and they remain owners of them and free to use them as we and they see fit.
Nothing in these Terms grants you any legal rights in our website other than as necessary to enable you to access and use the website and app. You agree not to adjust, to try to circumvent or delete any notices contained on the website or app (including any intellectual property notices) and in particular in any digital rights or other security technology embedded or contained within the website or app.
Trademarks: Phlo, Phlo logo and Phlo Digital Pharmacy logo are our trademarks and are trademarks of Phlo Technologies Ltd. Other trademarks and trade names may also be used on the website or the app. The use of any of our trademarks is strictly prohibited unless you have our prior written permission.
Accuracy of Information and Availability of the Website
We try to ensure that our website and app is accurate, up to date and free from bugs however we cannot guarantee that it will be. In addition, we cannot promise that our website and app will be fit or suitable for any purpose.
We reserve the right to suspend or terminate the operation of our website or app at any time as we see fit.
Nothing on our website or app constitutes technical, legal, medical or pharmaceutical advice or any other type of advice and should not be relied on for any purposes.
While we make every effort to ensure that our website or app is available for your use, we do not guarantee that the website or app will be available at all times nor do we guarantee the uninterrupted use by you of the website or app.
Hyperlinks and Third-Party Websites
Our website and app contain hyperlinks and references to third party websites. Any such hyperlinks or references are provided for your convenience only. We have no control over third party websites and accept no legal responsibility for any content, material or information contained in them. The display of any hyperlink and reference to any third party website does not mean that we endorse that third party's website, products or services. Your use of a third-party website may be governed by the terms and conditions of that third party website.
Security and Monitoring
We use various security measures to prevent your personal information from being accidentally lost, or used or accessed in an unauthorised way however internet transmissions are not completely secure and there is a risk that information which you send to us via our website may be intercepted.
We may monitor activity and content on our website and app and may take any action we consider appropriate if we suspect you may be in breach of these Terms. This may include suspending or terminating your access to our website or app or notifying the authorities or relevant regulators of your activities.
Limitation of our Liability
Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for any:
a) losses that:
i) were not foreseeable to you and us when these Terms were formed; or
ii) that were not caused by any breach on our part; or
b) any loss or damage or increase in loss or damage which results from a breach of these Terms by you.
Nothing in these Terms is intended to nor shall it confer a benefit on any third party under the Contracts (Rights of Third Parties) Act 1999. No one other than a party to these Terms and Conditions has any right to enforce any of these Terms.
No delay or decision not to enforce rights under these Terms will constitute a waiver of the right to do so and will not affect rights in relation to any subsequent breach.
These Terms are subject to the laws of Scotland and each of us hereby submits to the non-exclusive jurisdiction of the Scottish courts.