TERMS AND CONDITIONS

These terms and conditions govern the use of our site www.iqdoctor.co.uk. Please read these terms carefully. By using our site, you accept these terms and conditions in full and you agree to abide by them. If you disagree with any part of these terms and conditions, you must not use our website. All treatments, consultations, and advice are subject to these terms and conditions.

1. ABOUT US

www.iqdoctor.co.uk is owned and operated by IQM MEDICAL LIMITED. We are registered in England and Wales under the company number 10173012, and our registered office is at 123-131 Bradford Street, Birmingham, United Kingdom, B12 0NS. You can contact us by email help@iqdoctor.co.uk or telephone 0121 752 7584.

2. ABOUT OUR SERVICE
   1. What we do

   We provide medical consultations based on an online questionnaire that you complete, telephone conversations, secure messaging, and photo assessments. If we determine, based on your medical consultation you are suitable for treatment, we will issue a private prescription to be dispensed by our registered pharmacy.

   We provide follow-up medical advice to address any issues arising from treatment, and where you agree, we keep your GP informed.

   The provision of service is based on your completion of our questionnaires truthfully and honestly. You must disclose all relevant information truthfully and to the best of your knowledge.

   Our medical questionnaires have been carefully prepared and are compliant with best practice.

   We may contact your GP surgery on your behalf and provide updates regarding the use of our treatments - we value your health.

   2. By placing an order on our website, you confirm that:
   You are at least 18 years old
   A resident of the EU or EEA
   Legally able to enter into binding contracts.
   Simultaneously obtain the requested medication from another source.
   Answering all questions truthfully and honestly

   The provision of services to you is conditional on you completing all consultation questionnaires contained on our website truthfully and honestly. You must reveal and disclose all relevant information truthfully and honestly to the best of your knowledge.

   We cannot and are not liable for any damages which may result from a failure by you to provide and maintain complete, truthful and accurate information or a failure of you to follow advice given through the website (or any other communication) or from your failure to provide to pass on information given on the website, (or any other communication) to your regular healthcare provider. You must tell your regular healthcare provider about the treatment and medication we provide.

   All the information contained on our website is in English. You are solely responsible for ensuring that you understand the questions in the questionnaires you complete on our website. You must speak to IQ Doctor and/or your regular healthcare provider if you do not understand a question or are unsure how you should answer certain questions or you do not fully understand the advice or information given to you on our website.

   If medicine is prescribed and dispensed to you, you are responsible for checking that the medicine is correctly prescribed by IQ Doctor on our website and that such medicine is not damaged in any way. If in doubt, you must contact us to seek advice and/or replacement as required. Do not consume any medicine which is not the medicine prescribed or which is damaged on arrival.

   You must carefully read all product packaging and labels prior to use.
   If you purchase medicine in advance of your need to consume these, please ensure you do not consume medicine that is out of date.
   Please ensure that no person other than yourself has access to any medicines received from us.
   Our Services are only intended for individuals based in the EU (European Union) or the EEA (European Economic Area)
   3. HOW WE USE YOUR INFORMATION

   Any information you supply to us will be used to provide our services to you or to provide you with relevant information about treatments or services. We may also provide information on products or services which may be of interest to you or to inform you of any changes to our terms and conditions and privacy policy.

   4. WHO WE SHARE YOUR INFORMATION WITH
   We will not share information about you to any other party except in the following cases:
   We need to supply information to a third party to provide our service to you, such as Royal Mail. In the event of this happening, we will only supply the minimum amount of information required to complete this service (in the case of Royal Mail, this will be name and address).
   We are legally obliged to disclose your information to another party by a court or the police.
   Fraud prevention agencies to minimise the risk of fraud.
   If we or most of our assets are taken over by a third party, we may transfer data.
3. We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website.

   For reasons of safety, medicines cannot be returned once they have left the pharmacy, except where specifically required for inspection in the event of a damage, loss, or refund claim. Medicines are exempt from the Consumer Protection (Distance Selling) Regulation 2000 and returned medicines cannot be re-used for dispensing.The pharmacy does not accept returns or issue refunds for medicines under any circumstances, except where a return is expressly required as part of an approved damage, loss, or refund claim investigation. Patients must not discard any medication while a claim is ongoing, pending, or intended. If you have unwanted medication and no return, refund, or damage claim is ongoing, pending, or intended, you must take it to a local pharmacy for safe disposal.

   1. The technical steps required to create the contract between you and us are as follows:
   You place the order for your medication on the Website by pressing the confirm order button at the end of the checkout process. You will be guided through the process of placing an order by a series of simple instructions on the Website
   We will send you an order acknowledgement email detailing the treatments you have requested. This is not an order confirmation or order acceptance.
   When your medication is dispatched from our pharmacy, we will send you a dispatch confirmation email.
   Order acceptance and the completion of the contract between you and us will take place on the dispatch to you of the medication ordered unless we have notified you that we do not accept your order, or you have cancelled it.
   2. Your order may be refused for one of the following reasons:
   Our prescriber is unable to issue a prescription based on the information you provide
   We are unable to obtain authorisation for your payment
   We have identified a pricing or product description error in a product you have ordered
   A requested item is out of stock or unavailable
4. ACCESSING OUR WEBSITE
   Access to our website is permitted temporarily, and we reserve the right to withdraw or amend the service we provide on our site without notice (see below). We will not be liable if, for any reason, our website is unavailable at any time or for any period.

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

   If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential, and you must not disclose it to any third party. We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our opinion you have failed to comply with any of the provisions of these terms of use.

   You are also responsible for ensuring that all persons who access our website through your internet connection are aware of these terms and that they comply with them.
5. INTELLECTUAL PROPERTY RIGHTS
   We are the owner or the licensee of all intellectual property rights in our website and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

   You may print off one copy, and may download extracts of any page(s) from our website for your personal reference, and you may draw the attention of others within your organisation to material posted on our site.

   You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences, or any graphics separately from any accompanying text.

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

   You must not use any part of the materials on our website for commercial purposes without obtaining a licence to do so from us or our licensors.

   If you print off, copy, or download any part of our website in breach of these terms of use, your right to use our website will cease immediately, and you must, at our option, return or destroy any copies of the materials you have made.
6. OUR LIABILITY
   1. The material displayed on our website is provided without any guarantees, conditions or warranties as to its accuracy.
   2. Subject to clause 6.4, if in delivering our Services to you we fail to comply with these terms and conditions, we shall only be liable to you for the purchase price of the Services.
   3. Subject to clause 6.4 below, to the extent permitted by law, we, other members of our group of companies, and third parties connected to us hereby expressly exclude:

   All conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity;

   Any liability for any direct, indirect or consequential loss or damage incurred by any user in connection with our website or in connection with the use, inability to use, or results of the use of our website and Services, any websites linked to it and any materials posted on it, including, without limitation any liability for:

   Loss of income or revenue.
   Loss of business.
   Loss of profits or contracts.
   Loss of anticipated savings.
   Loss of data.
   Loss of goodwill.
   Wasted management or office time; and for any other loss or damage of any kind, however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable, provided that this condition shall not prevent claims for loss of or damage to your tangible property or any other claims for direct financial loss that are not excluded by any of the categories set out above.
   4. Nothing in these terms and conditions limits our liability for:
   Death or personal injury arising from our negligence.
   Fraudulent misrepresentation or misrepresentation as to a fundamental matter
   Orany other liability which cannot be excluded or limited under applicable law.
7. LINKING TO OUR WEBSITE
   1. You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it in any way whatsoever, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.
   2. You must not establish a link from any website that is not owned by you.
   3. 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 home page. We reserve the right to withdraw linking permission without notice.
   4. If you wish to make any use of material on our website other than that set out above, please address your request to info@iqdoctor.co.uk
8. LINKS FROM OUR WEBSITE

   Where our website contains links to other websites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those websites or resources, and accept no responsibility for them or for any loss or damage that may arise from your use of them.

9. JURISDICTION AND APPLICABLE LAW
   1. The English courts will have exclusive jurisdiction over any claim arising from, or related to, a visit to our website, although we retain the right to bring proceedings against you for breach of these conditions in your country of residence or any other relevant country.
   2. These terms of use and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.
10. ENTIRE AGREEMENT

    These terms of use and any document expressly referred to in them constitute the whole agreement between us and supersede all previous discussions, correspondence, negotiations, previous arrangement, understanding or agreement between us relating to the use of our website and the Services made available on it.

11. VARIATIONS

    We may revise these terms of use at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we make, as they are binding on you. Some of the provisions contained in these terms of use may also be superseded by provisions or notices published elsewhere on our website.

12. YOUR CONCERNS

    If you have any concerns about material which appears on our website or concerns with regards to our Services, please contact info@iqdoctor.co.uk

13. WEBSITE CHANGES
    1. We aim to update our website regularly, and may change the content at any time. If the need arises, we may suspend access to our site or close it indefinitely.
    2. Any of the material on our website may be out of date at any given time, and we are under no obligation to update such material, although we endeavour to update materials regularly.
14. WRITTEN COMMUNICATION

    Applicable laws require that some of the information or communications we send to you should be in writing. When using our site, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information, and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

15. VIRUSES, HACKING, AND OFFENCES
    1. You must not misuse our website by knowingly introducing viruses, trojans, worms, logic bombs, or other material which is malicious or technologically harmful.
    2. You must not attempt to gain unauthorised access to our site, the server on which our website is stored, or any server, computer, or database connected to our site.
    3. By breaching this clause 10, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our website will cease immediately.
    4. We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our site or to your downloading of any material posted on it, or on any website linked to it.
16. Lowest Price Guarantee

    We are proud to offer a Lowest Price Guarantee on selected treatments. If you find a lower advertised price for the same treatment at another eligible UK-registered pharmacy, we will match it, subject to the following terms:

    1. Eligible Treatments
    The guarantee applies only to specific treatments as indicated on our website or promotional materials.
    Not all treatments are covered — please check with our team for confirmation.
    2. Treatment Match Requirements
    The competing offer must be for the same treatment, using comparable techniques, equipment, and product quality, and provided by a qualified professional.
    The other provider must be located in the UK and be a UK-registered pharmacy.
    3. Proof of Lower Price
    You must provide a valid quote, advertisement, or official pricing from the competitor that clearly shows the lower price and treatment details.
    4. Time Frame for Requests
    Price match requests must be submitted before purchasing a treatment.
    5. Exclusions
    Excludes promotional pricing, limited-time offers, bundled packages, memberships, or pricing errors.
    Does not apply to services from mobile providers, pop-up clinics, or unlicensed establishments.
    6. How to Claim
    Contact us at help@iqdoctor.co.uk or speak with our staff to submit your price match request.
    All claims are subject to verification and approval.
    We reserve the right to refuse a price match if the conditions above are not met or if the competitor's offer does not meet our standards of care and quality.
17. Delivery Terms and Conditions
    1. 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.
    2. 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.
    3. 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.
    4. 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.
    5. 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.
    6. 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
    7. 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.
    8. 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.