Terms & Conditions

1. Introduction

These Terms and Conditions govern your use of www.iqdoctor.co.uk and the services provided through it. By accessing or using our website or services, you agree to be bound by these Terms. If you do not agree with any part of these Terms, you must not use our website or services. All consultations, treatments, prescriptions, and medical advice provided by IQM Medical Ltd are subject to these Terms and Conditions.

2. About Us

www.iqdoctor.co.uk is owned and operated by IQM Medical Limited (Company No. 10173012), trading as IQ Doctor, registered in England and Wales, with its registered office at 123–131 Bradford Street, Birmingham, B12 0NS.

In these Terms and Conditions, references to “IQ Doctor”, “we”, “us”, or “our” refer to IQM Medical Limited trading as IQ Doctor.

You can contact us by email at help@iqdoctor.co.uk or by telephone on 0121 752 7584.

3. About Our Service

We provide remote private medical services under the trading name IQ Doctor, including consultations conducted via online medical questionnaires, secure messaging, telephone, and image or video assessment where appropriate. All consultations are subject to clinical assessment.

Prescriptions are issued only where a UK-registered prescriber determines, in their sole professional judgment, that treatment is clinically appropriate, safe, and lawful. Where prescribed, medicines are dispensed by UK-registered pharmacies in accordance with UK medicines legislation and professional standards.

All services are provided in accordance with applicable UK law and relevant professional guidance, including that issued by the General Pharmaceutical Council (GPhC) and the Medicines and Healthcare products Regulatory Agency (MHRA).

To support patient safety, continuity of care, and clinical governance, IQ Doctor will notify your GP or registered primary care provider of treatments prescribed or supplied through our service. By using our services, you consent to this communication.

Provision of our services is conditional upon you completing all medical questionnaires accurately, fully, and honestly, and upon your agreement to GP notification as part of safe ongoing care. You must disclose all relevant medical information to the best of your knowledge. Our medical questionnaires are designed to support remote clinical assessment and are prepared in line with accepted clinical and regulatory best practice.

Where a GP is not registered, details are unavailable, or communication cannot reasonably be completed, IQ Doctor reserves the right to delay, refuse, or discontinue treatment where this is considered necessary for patient safety.

4. Eligibility & Patient Obligations

To use our services, you must meet all of the following eligibility requirements and ongoing obligations:

1. Age, Location & Legal Capacity

   You must be 18 years of age or over, physically located in the United Kingdom at the time of consultation, and legally capable of entering into binding contracts. Our services are intended solely for individuals based in the United Kingdom.

2. Exclusive Sourcing of Treatment

   You confirm that you are not simultaneously obtaining the same medication from another provider, whether online or in person.

3. Accuracy and Completeness of Information

   You must complete all medical questionnaires accurately, fully, and honestly, and disclose all relevant medical information to the best of your knowledge. The provision of services is conditional upon the accuracy of the information you provide.

4. Understanding of Information

   All information on our website and questionnaires is provided in English. You are responsible for ensuring that you understand the questions asked and the information provided. If you do not understand any aspect of a questionnaire, consultation, or advice given, you must contact IQ Doctor and/or your regular healthcare provider before proceeding.

5. Responsibility for Use of Medicines

   Where medicine is prescribed and dispensed:

   • you must check that the medicine supplied matches the prescription and is not damaged upon arrival;
   • you must not use any medicine that is incorrect, damaged, or out of date;
   • you must read and follow all product packaging, patient information leaflets, and usage instructions before use;
   • you must ensure that medicines supplied to you are not accessed or used by any other person.
6. Ongoing Healthcare Responsibility

   You are responsible for informing your GP or regular healthcare provider of any treatment or medication provided through IQ Doctor and for sharing relevant information received from us.

7. Limitation of Liability Relating to Patient Information and Conduct

   To the extent permitted by law, IQ Doctor shall not be liable for any loss, harm, or adverse outcome arising from:

   • inaccurate, incomplete, or misleading information provided by you;
   • failure to follow medical advice or instructions provided through our services;
   • failure to inform your GP or regular healthcare provider of treatments or advice received through IQ Doctor.

5. Clinical Assessment & Prescriber Discretion

All treatment requests are subject to clinical assessment. Completion of a consultation, questionnaire, or payment does not guarantee that a prescription will be issued.

Registered prescribers retain full professional discretion and may refuse, amend, suspend, or discontinue treatment at any stage where they determine, in their clinical judgment, that prescribing is unsafe, inappropriate, or unlawful.

You acknowledge that remote consultations have inherent limitations and may not be suitable for all medical conditions, risk profiles, or treatments. Where remote assessment is insufficient, treatment may be declined and you may be advised to seek face-to-face medical care.

6. Informed Consent

By using our services, you provide informed consent to receive medical care via remote consultation. You acknowledge and accept the limitations and risks associated with remote assessment and the use of prescribed medicines.

You agree to follow all instructions, warnings, and advice provided by the prescriber and pharmacy. Failure to do so may result in adverse outcomes for which IQ Doctor cannot be held responsible, to the extent permitted by law.

7. Accuracy of Information & Identity Verification

You must ensure that all information provided to IQ Doctor, including medical history and personal details, is accurate, complete, and truthful to the best of your knowledge.

We reserve the right to carry out identity, eligibility, and verification checks where required for clinical, legal, or safety reasons. Failure to provide accurate information or to pass verification checks may result in refusal or withdrawal of treatment.

8. Patient Responsibilities & Aftercare

You are responsible for using medicines strictly in accordance with the prescription and accompanying instructions, monitoring for side effects or adverse reactions, and seeking urgent medical attention where serious symptoms occur.

You are required to inform your GP or regular healthcare provider of any treatments or medications prescribed through IQ Doctor. IQ Doctor does not replace your GP or emergency services.

9. How We Use Your Information

We use the personal and medical information you provide to deliver our services safely and effectively, including to conduct medical consultations, assess suitability for treatment, issue prescriptions where appropriate, dispense medicines, provide follow-up care, and meet our legal and regulatory obligations.

We may also use your contact details to communicate important service-related information, including updates to your treatment, safety information, and changes to our Terms and Conditions or Privacy Policy.

Where permitted by law and in accordance with your preferences, we may contact you with information about services that may be relevant to your care. You may opt out of non-essential communications at any time.

10. Who We Share Your Information With

We treat your personal and medical information as confidential and do not share it with third parties except where necessary and lawful, including in the following circumstances:

1. Healthcare and Service Providers
   • UK-registered pharmacies, prescribers, and other healthcare professionals involved in your care;
   • your GP or registered primary care provider, as required for patient safety and continuity of care;
   • third-party service providers involved in delivering our services (for example, delivery partners such as Royal Mail or DPD). In such cases, only the minimum information necessary (such as name, contact number, email address, and address) will be shared.
2. Legal and Regulatory Obligations
   • where disclosure is required by law, regulation, court order, or law enforcement authority;
   • to regulatory bodies where necessary to comply with professional or statutory obligations.
3. Fraud Prevention and Security
   • fraud prevention, identity verification, and risk-management agencies to protect against fraud, misuse of services, or unlawful activity.
4. Business Transfers
   • if IQ Doctor or substantially all of its assets are acquired by a third party, personal data may be transferred as part of that transaction, subject to applicable data-protection laws.

11. Medicines, Returns, Refunds and Contract Formation

For reasons of patient safety and medicines regulation, medicines cannot be returned once they have left the pharmacy, except where a return is expressly required for inspection as part of an approved damage, loss, or refund claim. Returned medicines cannot be re-used for dispensing.

In accordance with applicable consumer legislation, prescription medicines are exempt from the statutory right to cancel. Accordingly, the pharmacy does not accept returns or issue refunds for medicines once dispatched, except where required by law or as part of an approved damage, loss, or refund investigation.

Patients must not discard any medication while a claim is ongoing, pending, or intended. If you have unwanted medication and no claim is ongoing or intended, you must take it to a local pharmacy for safe disposal.

12. Contract Formation and Order Acceptance

The steps required to create a contract between you and us are as follows:

• You place an order on the Website by completing the checkout process and selecting “confirm order”.
• We will send you an order acknowledgement email confirming receipt of your request. This acknowledgement does not constitute acceptance of your order.
• All orders are subject to clinical assessment and, where applicable, prescription approval by a registered prescriber.
• Order acceptance and formation of a binding contract occurs only when the prescribed medication is dispatched and a dispatch confirmation email is issued.

We reserve the right to refuse or cancel an order at any time prior to dispatch for any of the following reasons:

• a prescriber determines that treatment is not clinically appropriate based on the information provided;
• payment authorisation cannot be obtained;
• a pricing or product description error is identified;
• the requested item is unavailable or out of stock.

Where a prescription request is declined, any payment taken will be refunded in full and no further liability shall arise.

13. Accessing Our Website

Access to our website is provided on a temporary basis. We reserve the right to withdraw, suspend, or amend the website or any part of our services at any time without notice. We will not be liable if, for any reason, the website is unavailable at any time or for any period.

From time to time, we may restrict access to some or all parts of our website to users who have registered with us.

Where you choose, or are provided with, a user identification code, password, or other security credentials, you must treat such information as confidential and must not disclose it to any third party. We reserve the right to disable any user identification code or password at any time if, in our reasonable opinion, you have failed to comply with these Terms and Conditions.

You are responsible for ensuring that any person who accesses our website through your internet connection is aware of and complies with these Terms.

14. Intellectual Property Rights

We are the owner or licensee of all intellectual property rights in our website and in the material published on it. These works are protected by copyright laws and international treaties, and all such rights are reserved.

You may print or download extracts of any page from our website for your personal, non-commercial use. You must not modify any materials, whether in paper or digital form, and must not use any illustrations, photographs, video or audio content, or graphics separately from any accompanying text.

Our status (and that of any identified contributors) as the authors of content on our website must always be acknowledged.

You must not use any part of the content on our website for commercial purposes without obtaining a written licence from us or our licensors.

If you breach these Terms by printing, copying, or downloading any part of our website, your right to use the website will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

15. Our Liability

The content and information provided on our website are for general information purposes only and are provided without warranties or guarantees as to accuracy, completeness, or suitability, except where required by law.

Subject to the exclusions and limitations set out below, if we fail to comply with these Terms and Conditions in the provision of our services, our total liability to you shall be limited to the amount paid by you for the relevant service or order.

To the fullest extent permitted by law, IQ Doctor, members of our group, and third parties connected with us exclude all conditions, warranties, representations, and other terms which might otherwise be implied by statute, common law, or the law of equity.

To the extent permitted by law, we shall not be liable for any indirect, incidental, special, or consequential loss or damage arising out of or in connection with your use of our website or services, including (without limitation):

• loss of income or revenue;
• loss of business, profits, or contracts;
• loss of anticipated savings;
• loss of data;
• loss of goodwill;
• wasted management or administrative time.

We are not responsible for losses or adverse outcomes arising from circumstances beyond our reasonable control, from inaccurate or incomplete information provided by you, or from your failure to follow medical advice or instructions.

Nothing in these Terms and Conditions excludes or limits our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• clinical negligence where such liability cannot lawfully be excluded; or
• any other liability which cannot be excluded or limited under applicable law.

No Insurance or Third-Party Reliance

• All services provided by IQ Doctor are offered on a private, self-pay basis. You are responsible for confirming whether any treatment or service is eligible for reimbursement by your insurer or any third-party payer. IQ Doctor makes no representations or guarantees regarding insurance coverage, reimbursement, or eligibility for any third-party benefit scheme.

16. Linking to Our Website

You may link to our homepage, provided that you do so in a way that is fair, lawful, and does not damage our reputation or take unfair advantage of it. You must not establish a link in a manner that suggests any form of association, approval, or endorsement by IQ Doctor where none exists.

You must not establish a link from any website that you do not own or control. Our website must not be framed on any other website, nor may you create a link to any part of our website other than the homepage without our prior written consent.

We reserve the right to withdraw linking permission at any time without notice.

If you wish to make any use of material on our website other than that set out above, please contact us at help@iqdoctor.co.uk

17. Links From Our Website

Where our website contains links to external websites or resources provided by third parties, these links are provided for your information only.

We have no control over the content of those websites or resources and accept no responsibility for them, including for any loss or damage that may arise from your use of them. The inclusion of any link does not imply endorsement by IQ Doctor of the linked website or its content.

18. Viruses, Hacking, and Offences

You must not misuse our website by knowingly introducing viruses, trojans, worms, logic bombs, or other material that is malicious or technologically harmful.

You must not attempt to gain unauthorised access to our website, the server on which it is stored, or any server, computer, or database connected to our website.

Any breach of this section may constitute a criminal offence under the Computer Misuse Act 1990. We will report such breaches to the relevant law enforcement authorities and will co-operate with those authorities by disclosing your identity where required by law. Your right to use our website will cease immediately in the event of such a breach.

We will not be liable for any loss or damage caused by distributed denial-of-service attacks, viruses, or other technologically harmful material that may infect your computer equipment, software, data, or other proprietary material as a result of your use of our website or your downloading of any content from it or from any website linked to it.

19. Lowest Price Guarantee

We aim to offer competitive pricing and provide a Lowest Price Guarantee on selected treatments, subject to the terms set out below.

If you identify a lower advertised price for an equivalent private treatment offered by an eligible UK-registered pharmacy, we may, at our discretion, match that price.

1. Eligible Treatments
   • The Lowest Price Guarantee applies only to treatments expressly indicated as eligible on our website or promotional materials.
   • Not all treatments are covered. Eligibility must be confirmed prior to purchase.
2. Treatment Match Requirements
   • The competing offer must relate to the same medicine, strength, dosage, treatment duration, and delivery method, and be supplied following an equivalent clinical assessment process.
   • The competing provider must be located in the UK and be a UK-registered pharmacy operating in accordance with UK medicines regulations.
   • Differences in consultation model, clinical oversight, aftercare, delivery method (including cold-chain handling), or regulatory compliance may render an offer non-comparable.
3. Proof of Lower Price
   • You must provide a valid, current quote, advertisement, or official pricing published by the competing provider that clearly identifies the treatment and advertised price.
4. Time Frame for Requests
   • Price-match requests must be submitted before placing an order. Requests made after purchase will not be considered.
5. Exclusions
   • Promotional, discounted, membership-based, bundled, time-limited, or erroneous pricing.
   • Services provided by mobile providers, pop-up clinics, overseas providers, or unlicensed establishments.
6. How to Claim
   • To request a price match, contact us at help@iqdoctor.co.uk or speak with a member of our team prior to purchase.

All price-match requests are subject to verification and approval.

We reserve the right to refuse a price match where the conditions above are not met or where the competing offer does not meet our clinical, regulatory, safety, or quality standards.

The Lowest Price Guarantee does not create an entitlement and does not form part of a binding contract.

20. Delivery Terms and Conditions

Order Processing and Prescription Approval

• Delivery timeframes are measured from the date and time your prescription is approved, not when the order is placed.

The order process comprises:

1. Completion of our online medical questionnaire
2. Submission of any required identification, BMI verification images/videos, and/or supporting documents
3. Review by a qualified prescriber, which may include requests for further information
4. Approval or refusal of your prescription
5. Dispatch of approved orders according to the delivery method selected
• Orders approved before 15:00 (UK time) on a Working Day will ordinarily be dispatched the same day; orders approved after 15:00 or on weekends/public holidays will be dispatched the next Working Day.

Where a prescription request is refused, payment will be refunded in full

Delivery Services and Limitations

Delivery is provided via third-party carriers including Royal Mail and DPD, subject to their published service commitments.

No independent guarantee of delivery times; we are not liable for carrier delays or failures.

For Mounjaro® or Wegovy®, delivery time is calculated from prescription approval date.

Orders placed on Friday without weekend delivery will be dispatched the following Monday.

We are not liable for customs duties, import charges, or delays to offshore/international addresses, including Northern Ireland, Scottish Highlands, Channel Islands, and other rural locations.

Customer Responsibilities for Cold Chain Items

• Cold Chain Items require strict temperature control during storage and transit.

  Upon receipt, customers must:

  1. Refrigerate immediately at 2°C – 8°C unless instructed otherwise
  2. Protect from light by keeping the product in its original packaging
  3. Never freeze the product — frozen product must not be used
• Ensure someone is available to accept delivery on the first attempt.

Do not leave items in a safe place, with neighbors, or at parcel shops; doing so assumes full responsibility and waives refund/replacement rights.

By ordering, customers acknowledge and accept these responsibilities and risks.

Missed Deliveries, Loss, Theft, Damage, and Claims

• Missed Deliveries: Items returned to the carrier due to missed delivery attempts may be exposed to non-compliant temperatures or conditions. As a result, no refund or replacement will be provided for such items.
• Lost or Stolen Parcels: If a parcel is lost or reported stolen, a carrier investigation will be initiated. This process may take up to 30 days or longer. No replacement or refund will be issued until the carrier confirms liability and compensation is received.
• Confirmed Delivery: We do not accept liability for parcels that are lost or stolen after confirmed delivery to the address provided by the customer.
• Damaged Parcels: In the event of damage during transit or upon delivery, all items (including original packaging) must be returned in full for inspection and claim processing. Failure to return all items will void the claim, and no refund or replacement will be issued.
• Courier Mis-Delivery: Where a parcel is marked as delivered by the courier but delivered to an incorrect location, address, or recipient as a result of courier error, this shall be treated as a carrier delivery issue. Any investigation, replacement, or refund will be subject to confirmation of liability by the courier following their investigation process. IQ Doctor shall not be liable for courier mis-delivery unless and until the courier accepts liability and compensates us accordingly.

Extended Delivery Times – Exceptional Postcodes

• Certain UK locations may experience extended delivery times (e.g., Scottish Highlands, Northern Ireland, Channel Islands, offshore/rural addresses).
• Delivery may take 2–4 Working Days; Cold Chain Items may be exposed to extended transit conditions.
• By ordering to these locations, customers accept increased temperature variation risk and liability.
• Customers are advised to select the fastest delivery option and verify carrier-specific delivery times.

Events Beyond Our Control (Force Majeure)

• We are not liable for delays or failures caused by events beyond our reasonable control, including:
  1. Carrier delays or service disruptions
  2. Severe weather conditions
  3. Industrial disputes or strikes
  4. Government restrictions, inspections, or interventions
  5. Public health emergencies

Customer Representations and Acceptance of Risk

• By ordering, customers represent and warrant that:
  1. Delivery information is complete and accurate
  2. They understand and accept special handling requirements for Cold Chain Items
  3. Adequate arrangements are made to accept delivery in person
• Customers accept full responsibility once delivery is made.
• Total liability for any order shall not exceed the amount paid for that order.

Governing Law

• These Terms are governed by the laws of England and Wales.
• The courts of England and Wales have exclusive jurisdiction over disputes arising from these Terms.

Confirmed Delivery

For the purposes of these terms, a “confirmed delivery” is completed when the courier records the parcel as delivered to the shipping address you provided, including where the parcel is left at or within the property (for example: doorstep, porch, within the property boundary, building lobby/reception, parcel box or other reasonable location) in accordance with courier protocols or any delivery instructions you have given. From the time of confirmed delivery, all risk and responsibility for the parcel (including theft, weather exposure, and temperature control pending retrieval) transfers to the patient. You are responsible for monitoring the tracking information and being available on the delivery day, and for communicating any specific delivery requirements directly to the courier in advance. If you cannot be at the address on the delivery day, you must notify us in writing before placing your order to arrange an appropriate delivery date. Where such notice is not provided, we will assume delivery on any business day is acceptable and you agree that delivery may be completed as above. This clause does not affect your statutory rights.

21. Jurisdiction and Applicable Law

These Terms and Conditions, their subject matter, and their formation (including non-contractual disputes or claims) are governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms or your use of our website or services. We reserve the right to bring proceedings against you for breach of these Terms in your country of residence or any other relevant jurisdiction where appropriate.

22. Entire Agreement

These Terms and Conditions, together with any documents expressly referred to in them, constitute the entire agreement between you and IQ Doctor and supersede all prior discussions, correspondence, negotiations, arrangements, understandings, or agreements relating to the use of our website or services.

You acknowledge that you have not relied on any statement, representation, or promise not expressly set out in these Terms.

23. Variations

We may revise these Terms and Conditions from time to time by updating this page. Any changes will take effect from the date they are published.

You are expected to review these Terms periodically to ensure you are aware of any updates. Your continued use of our website or services after changes are published constitutes acceptance of the revised Terms.

Certain provisions contained in these Terms may be supplemented or superseded by notices or policies published elsewhere on our website, including our Privacy Policy.

24. Your Concerns / Contact

If you have any questions, concerns, or complaints regarding our website, services, or these Terms and Conditions, please contact us at info@iqdoctor.co.uk

25. Website Changes

We aim to keep our website content accurate and up to date; however, we may update, amend, suspend, or withdraw any part of our website or services at any time without notice.

Any content on our website may be out of date at any given time, and we are under no obligation to update such content, although we endeavour to do so where reasonably practicable.

26. Written Communications

Applicable laws require that certain information or communications we provide to you must be in writing. When you use our website, you agree that communications with us will be conducted primarily by electronic means.

We may contact you by email or by posting notices on our website. For contractual purposes, you agree that all contracts, notices, information, and other communications provided electronically satisfy any legal requirement that such communications be in writing.

This provision does not affect your statutory rights.