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. Dispensing and fulfilment may be carried out by IQM Medical Limited and/or Envaro Ltd, depending on the treatment, dispensing location, stock availability, operational requirements, and your location. Details of the dispensing pharmacy for your order will be provided on your prescription label, packaging, or order confirmation, where applicable.

LillyDirect Dispensing and Delivery

For eligible prescriptions, dispensing and delivery may be arranged through LillyDirect using OneScript, a dispensing service operated by Blueco Healthcare Limited.

Where LillyDirect is used, Eli Lilly funds the dispensing, delivery and associated supplies provided through the service. All prescribing decisions remain the independent responsibility of the treating prescriber.

Patients may opt out of LillyDirect at any time by contacting IQ Doctor. Following an opt-out, we will not send further prescriptions for that patient to OneScript through LillyDirect.

Opting out of LillyDirect will not affect a patient's access to clinically appropriate treatment through IQ Doctor. Alternative dispensing arrangements will be made available, subject to clinical suitability and applicable service arrangements.

Following an opt-out, we will not send further prescriptions for that patient to OneScript through LillyDirect. Please allow sufficient time for alternative dispensing arrangements to be made, as this may affect the delivery timescale for your next supply.

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
   • Our dispensing pharmacies (including IQM Medical Ltd, Envaro Ltd and Blueco Healthcare Limited), prescribers, and other healthcare professionals are involved in your care. Only the minimum personal and clinical information necessary to provide services, dispense prescriptions, arrange delivery, maintain patient safety, and comply with legal and regulatory obligations will be shared.
   • Where prescriptions are fulfilled through LillyDirect, we may share the necessary patient identification, contact, prescription, clinical and delivery information with Blueco Healthcare Limited, operating the OneScript dispensing service, for the purposes of dispensing medicines, arranging delivery, maintaining patient safety and complying with legal and regulatory obligations.
   • 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.

Further information about how personal information is processed and shared is available in our Privacy Policy.

11. Medicines, Returns, Refunds and Contract Formation

Medicines (Prescription & Non-Prescription)

For patient safety and regulatory compliance, medicines cannot be returned once they have left the pharmacy. This includes both prescription and non-prescription medicines. Returned medicines cannot be re-dispensed.

In line with consumer legislation, prescription medicines are exempt from the statutory right to cancel. Refunds or returns for medicines will not be accepted once dispatched, unless required by law or as part of an approved damage, loss, or refund investigation.

Do not discard any medication while a claim is ongoing or intended. If you have unwanted medication and no claim is in progress, please take it to your nearest pharmacy for safe disposal.

Returning Non-Medicinal Items

You can return non-medicinal items by post, provided:

Items are returned within 14 days of notifying us

• Items are in their original packaging with seals unbroken

Where returns are authorised, items must be securely repackaged and returned to the address specified on your prescription label, packaging, or order confirmation, which will reflect the dispensing pharmacy for your order. This may be IQM Medical Ltd or Envaro Ltd depending on the order fulfilment location. Please include your order number and a brief explanation for the return.

11A. Faulty Goods and Partial Loss

• Manufacturer and Partner Liaison: Where a fault is identified as a manufacturing defect or relates to dispensing by our partner pharmacy (e.g., Blueco Healthcare), we will liaise directly with the manufacturer (e.g., Eli Lilly, Novo Nordisk) and/or the dispensing partner to resolve the issue. We act as your primary point of contact and will coordinate the investigation and remedy. Your statutory rights against us as the seller remain unaffected.
• Full Refund for Faults: Where a fault is confirmed, we will provide a full refund of the price paid for the faulty goods (and any associated delivery charge where the whole order is faulty), or a replacement if clinically appropriate.
• User Error and Partial Loss: Where you report an issue with a product that is not a confirmed fault (for example, user error such as dropping or damaging a pen, or losing a dose after delivery), we are not obligated to provide a full refund or replace the entire order under consumer law. However, we may, at our discretion and subject to clinical approval, offer a replacement of the specific lost or damaged dose(s) only, or a partial refund reflecting the value of the affected dose(s). In such cases, we will not refund or replace the remaining unaffected doses in the order.

11B. Chargebacks and False Claims

If you initiate a chargeback or payment dispute with your bank or card provider, we will provide them with evidence of your order, prescription approval, dispatch confirmation, and acceptance of these Terms.

Where a chargeback is initiated for goods that have already been dispatched, or where we reasonably believe a claim is false, we may investigate and provide relevant evidence to the payment provider. We may seek to recover losses or costs only where lawfully recoverable. We will not charge an early subscription exit fee. Nothing in this clause affects your statutory rights to dispute payments or seek refunds.

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.

Order Processing, Dispensing and Amendment or Withdrawal Requests

Once an order has been reviewed and approved by a prescriber, it enters the dispensing workflow. At this point, we are generally unable to retrieve or remove the order from the dispensing and dispatch line. This is necessary to maintain safe dispensing practice, prescription accuracy, and patient safety. Once a prescription has entered the dispensing workflow, it cannot be amended or withdrawn.

Requests to amend or withdraw an order must be submitted as soon as possible prior to this stage being reached.

Requests submitted via email will only be actioned once they have been received and reviewed. You should not assume that an email request has been actioned at the time it is sent, nor should an automated acknowledgement be taken as confirmation that your request has been actioned. Emails are processed in line with our standard operating procedures and may not be reviewed immediately. We aim to respond to all emails within 24 hours, subject to operational demand and order volumes.

Patients who wish to request an urgent amendment or withdrawal should contact us by telephone as soon as possible to minimise delays associated with email communication.

While we will make reasonable efforts to assist where possible, an amendment or withdrawal request cannot be guaranteed once a prescription has entered the dispensing workflow, in line with safe dispensing practice.

13. Subscription Orders

Subscribe & Save Savings Illustrations

Any savings displayed in connection with Subscribe & Save are calculated by comparing our applicable subscription prices with our standard one-off purchase prices for the same treatment strengths.

Where an illustrative saving is shown across six example orders, the calculation may assume that a patient starts on 2.5mg and increases by one strength at each subsequent order, progressing through 5mg, 7.5mg, 10mg, 12.5mg and 15mg. This is a pricing illustration only and does not impose a six-order commitment.

These examples are provided for pricing comparison purposes only. They do not represent a recommended treatment schedule or guarantee that a patient will increase their dose at each renewal.

All dose changes are subject to independent clinical assessment and approval by an appropriately qualified prescriber. Patients may remain on the same strength, increase or decrease their dose, or discontinue treatment where clinically appropriate.

Actual savings will depend on the strengths prescribed, the number of orders supplied, the prices applicable to each order and any subsequent price changes.

Any advertised savings calculation will identify the pricing assumptions used and the date on which the comparison was calculated. Illustrative savings are not guaranteed.

Certain treatments may be available on a subscription basis. Subscription availability is determined by IQ Doctor and may not be available for all treatments, medicines, strengths or patients.

Subscription Pricing

Where a subscription option is available, the subscription price may be lower than the equivalent one-off purchase price. The applicable subscription price, payment frequency and conditions for retaining discounted pricing will be displayed before you subscribe.

Subscription prices may change from time to time. Where your subscription price changes, including following a change in prescribed strength, we will notify you of the applicable price before taking a renewal payment at the new price.

Clinical Review and Dispensing Frequency

A subscription does not guarantee that a medicine will be prescribed, dispensed or supplied on each renewal.

All prescription-only medicines remain subject to clinical assessment, ongoing suitability and prescriber approval. The timing and frequency of subsequent dispensing will be determined by an appropriately qualified clinician based on your treatment, clinical circumstances, prescribing requirements and ongoing suitability.

Where clinically appropriate, your clinician may change your treatment, strength, quantity, dispensing interval or next review date, or may pause or discontinue treatment.

For LillyDirect-associated subscriptions, specific billing, discount eligibility and cancellation rules apply as set out in Section 28.3.

Day 14 Check-In

For eligible LillyDirect-associated subscriptions, we will invite you to complete a Day 14 check-in following your previous order. This allows you to update our clinical team on your treatment progress, report any side effects and indicate your preferred next dose.

Your request will be reviewed by an appropriately qualified prescriber, who will determine whether your requested dose is clinically appropriate.

Any change in prescribed strength may affect your subscription price. The applicable price will be displayed during your check-in and confirmed before your next payment.

Completing the check-in does not guarantee that a particular dose will be prescribed or supplied.

Prescriber Authorisation Where a Day 14 Check-In Is Missed

Where a patient does not complete their Day 14 check-in by the requested deadline, an appropriately qualified prescriber may authorise the next prescription in line with the patient’s existing treatment plan, where clinically appropriate, based on previous clinical assessments and available medical information. This is not an automatic renewal of a prescription or an automatic dose increase.

The next medicine will only be supplied if the prescriber is satisfied that sufficient current information is available to prescribe safely. Where further information or a check-in is clinically required, prescribing and supply may be delayed or withheld. Repeated failure to complete required check-ins or provide requested clinical evidence, such as BMI photographs, may result in suspension or cancellation of the subscription and loss of eligibility for discounted subscription pricing. No early exit fee applies.

Your subscription payment will be collected automatically on the scheduled renewal date while your subscription remains active, even if you have not completed your Day 14 check-in. Collection is subject to successful payment processing. Where further clinical information is required, prescribing or dispensing will be delayed or withheld until the necessary assessment is completed. Payment does not guarantee that medicine will be prescribed or supplied. Where treatment cannot be supplied, any payment collected will be handled in accordance with our refund provisions and your statutory rights.

Subscription Payments and Renewals

By selecting a subscription and completing your initial order, you authorise us and our payment provider to take recurring payments using your selected payment method in accordance with the subscription arrangement presented to you.

Payment will be collected on the applicable renewal date communicated to you. For standard subscriptions, subsequent renewal dates may be determined by the dispensing frequency authorised by your clinician.

For LillyDirect-associated subscriptions, payments are collected automatically every 28 days, not once per calendar month, unless a different arrangement has been expressly agreed or the subscription has been paused or cancelled.

If you wish to request a change to your renewal date, you should contact our Support Centre before your next scheduled payment. Any adjustment will depend on operational feasibility and clinical suitability and cannot be guaranteed.

Medicine will only be dispensed following successful payment and once all applicable clinical, prescribing, verification and patient-safety requirements have been satisfied.

If payment cannot be successfully collected, the relevant medicine will not be dispensed until payment has been completed and the applicable clinical requirements have been satisfied.

Successful payment does not guarantee that a prescription will be issued or medicine supplied. Where treatment cannot subsequently be supplied, any applicable refund will be processed in accordance with these Terms and your statutory rights.

Cancelling Your Subscription

You may request cancellation of your subscription at any time through your IQ Doctor account or our Support Centre.

You may cancel your subscription at any time without an early exit fee or minimum order commitment.

If you cancel your Subscribe & Save subscription, you may lose eligibility for the same discounted subscription offer. Future orders may be charged at the standard one-off price, subject to any other offers for which you qualify and the eligibility criteria disclosed before purchase.

We will not retrospectively recover discounts correctly applied to previous orders solely because you cancel your subscription.

Cancellation stops future subscription renewals once processed, subject to any individual order already paid for or in dispensing and your statutory rights.

We will record the date and time your cancellation request is received and process it without undue delay. A cancellation request received before the applicable renewal deadline will prevent subsequent renewals, subject to any individual order already being processed.

Where a renewal payment has already been taken, cancelling your subscription does not automatically cancel the individual renewal order associated with that payment.

If you wish to cancel an individual renewal order after payment has been taken, you should contact us as soon as possible. We will make reasonable efforts to stop the order where it remains possible to do so.

Once medicine has entered the dispensing or fulfilment process, it may not be possible to stop or cancel that individual order. This does not affect your statutory rights.

Cancelling an individual renewal order does not automatically cancel your subscription. If you do not wish to receive future subscription renewals, you must also cancel the subscription.

Clinical Concerns and Temporary Pauses

Your health and safety take priority over your subscription arrangements.

If you experience side effects, develop a medical condition or believe treatment is no longer suitable, you should contact our clinical team.

We may offer a clinical assessment to determine whether treatment should continue, be adjusted, temporarily paused or discontinued.

Where clinically appropriate, upcoming subscription orders and payments may be temporarily paused while your treatment is reviewed.

For LillyDirect-associated subscriptions, clinical assessment, supporting medical evidence, pauses and discount eligibility are explained in Section 28.3.

No patient is required to continue taking medication against their wishes to retain subscription benefits.

Medicine Availability

The availability of medicines may be affected by stock availability, manufacturer shortages, supply restrictions, regulatory requirements or other circumstances outside our reasonable control.

We may delay, pause or be unable to fulfil a subscription order where medicine is unavailable or where supply would not be clinically appropriate, safe or lawful.

Where we cannot supply suitable treatment, we will explain the implications for pending orders, future payments, discount eligibility and any applicable refunds.

Nature of the Subscription

A subscription is a recurring payment and treatment fulfilment arrangement. It does not create an entitlement to receive a particular medicine, strength, quantity, dispensing frequency or continued treatment.

All prescribing decisions remain subject to the independent professional judgment of the treating prescriber and applicable clinical, legal and regulatory requirements.

Nothing in these Subscription Terms affects your statutory rights.

14. 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.

15. 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.

16. 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.

17. 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

18. 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.

19. 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.

20. 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.

21. 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:

• Completion of our online medical questionnaire
• Submission of any required identification, BMI verification images/videos, and/or supporting documents
• Review by a qualified prescriber, which may include requests for further information
• Approval or refusal of your prescription
• 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 and fulfilment are arranged by the dispensing pharmacy for your order (which may include IQM Medical Ltd or Envaro Ltd) using third-party carriers, including Royal Mail and DPD, subject to their published service commitments and operational availability.

Where applicable, dispensing and delivery may also be arranged through OneScript as part of the LillyDirect service. The dispensing pharmacy, delivery provider and fulfilment arrangements may vary depending on the treatment and service used.

Secure Delivery and Proof of Receipt: To protect both patients and IQ Doctor, where your order is fulfilled through our partner pharmacy (LillyDirect/Blueco), prescription orders are dispatched using secure delivery methods, including Royal Mail Tracked & Signed 24 (requiring a signature) and DPD PIN delivery (requiring a unique PIN). For these orders, once a parcel has been signed for, or a PIN successfully provided, delivery is legally complete, and risk passes to you. We will use the carrier’s signature or PIN log as conclusive proof of delivery in the event of any dispute.

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:

• Refrigerate immediately at 2°C – 8°C unless instructed otherwise
• Protect from light by keeping the product in its original packaging
• 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

DPD Returns: If a DPD parcel is returned to the pharmacy due to a failed PIN delivery or refusal at the door (and not due to pharmacy error), we may charge up to £11.50 to re-send the parcel (£7.50 re-send fee and £4.00 handling fee).

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:

• Carrier delays or service disruptions
• Severe weather conditions
• Industrial disputes or strikes
• Government restrictions, inspections, or interventions
• Public health emergencies

Customer Representations and Acceptance of Risk

By ordering, customers represent and warrant that:

• Delivery information is complete and accurate
• They understand and accept special handling requirements for Cold Chain Items
• 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.

22. 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.

23. 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.

24. 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.

25. 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

26. 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.

27. 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.

28. LillyDirect and Partner Pharmacy Orders

The following terms apply to eligible orders expressly identified as being fulfilled through the LillyDirect partner pharmacy arrangement. They supplement our existing Terms and Conditions, which continue to apply to all orders and services.

Where a provision in this section specifically addresses a LillyDirect order or associated subscription, it should be read alongside the relevant general terms. Nothing in this section affects your statutory rights.

28.1 LillyDirect and Partner Pharmacy

For eligible orders, IQ Doctor provides the consultation, clinical assessment, prescribing and ongoing clinical support. Dispensing and fulfilment are arranged through LillyDirect using OneScript, a dispensing service operated by Blueco Healthcare Limited.

The dispensing pharmacy responsible for your medicine will be identified in the information provided with your order.

All prescriptions and repeat supplies remain subject to independent clinical assessment and approval by an authorised prescriber. Placing an order, subscribing or making a payment does not guarantee that treatment will be prescribed or supplied.

Our general provisions on clinical assessment, prescribing and informed consent in Sections 3, 5 and 6 continue to apply.

28.2 Orders, Pricing and Eligibility

Eligible LillyDirect orders may be available as one-off purchases, approved two-pen bundles or single-pen subscriptions, depending on the treatment, prescribed strength and options available at the time of purchase.

The applicable price, order contents and any conditions affecting eligibility for a particular offer will be displayed before payment.

Certain one-off pricing offers may depend on a qualifying subsequent order being completed within a specified 26-day period. Where such an offer applies, the qualifying conditions, relevant deadline and effect on subsequent pricing will be explained before purchase.

Two-pen bundles are available only where the combination and quantity are clinically appropriate and approved by the prescriber. Purchasing a bundle does not authorise an earlier dose increase or any change to the prescribed treatment schedule.

Discounts, Credits and Promotional Exclusivity

Subscription pricing (e.g., "Subscribe & Save") is already offered at a discounted rate compared with one-off purchases. Therefore, discount codes, promotional offers, referral credits and other promotional discounts cannot be combined with subscription pricing unless expressly stated otherwise.

Account credits or credit balances may only be used for eligible one-off purchases and cannot be applied to subscription orders or recurring renewals.

Any ineligible discount code or account credit applied to a subscription order may be rejected, and the customer will be informed of the applicable subscription price before payment.

28.3 Subscription Terms

Where offered, a LillyDirect-associated Subscribe & Save subscription is an IQ Doctor recurring payment and treatment service, separate from the partner pharmacy dispensing arrangements. Section 13 also applies. There is no minimum number of orders and no early exit fee.

Billing Cycle and Subscription Pricing

Your subscription renews automatically every 28 days, not once per calendar month, until cancelled or paused. We will attempt to collect the scheduled payment while your subscription remains active, including where a Day 14 check-in has not been completed. Payment collection is subject to successful processing.

Subscription pricing is conditional on continued eligibility. The applicable price depends on the treatment and prescribed strength. We will tell you about any price change before collecting payment at the new price. Payment does not guarantee prescribing or supply.

Day 14 Check-Ins and Prescriber Authorisation

We will invite you to complete a Day 14 check-in to report treatment progress, side effects and your preferred next dose. We may also request information or evidence reasonably needed for safe prescribing, including current BMI measurements or photographs.

If you do not complete your check-in by the stated deadline, an appropriately qualified prescriber may authorise the next prescription in line with your existing treatment plan, where clinically appropriate and where sufficient current information is available. This is not automatic prescribing or automatic dose escalation.

If the prescriber requires further information, prescribing or dispensing will be delayed or withheld until the necessary assessment is completed. Any payment taken for treatment that cannot be supplied will be handled in accordance with our refund provisions and your statutory rights.

Cancellation and Future Discount Eligibility

You may cancel your subscription at any time through your IQ Doctor account or our Support Centre. There is no six-order commitment, early exit fee or charge to recover discounts correctly applied to previous orders solely because you cancel.

If you cancel your Subscribe & Save subscription, you may lose eligibility to rejoin the same discounted subscription offer. Any future orders may be available only at the applicable standard one-off price, unless you qualify for another offer. Eligibility rules and applicable prices will be made clear before you place a new order.

Cancellation will prevent future subscription renewals once processed, but it does not automatically cancel an individual order already paid for or in dispensing. We will explain the status of any such order and your available rights.

Missed Check-Ins and Required Clinical Information

To continue treatment safely, you must respond to reasonable requests for clinical information and complete any check-ins or verification steps that your prescriber determines are required. These may include BMI photographs, medical updates or side-effect information.

If you repeatedly miss required check-ins or fail to provide information reasonably needed for safe prescribing, we may pause or cancel your subscription. If your subscription is cancelled, you may no longer be eligible for discounted subscription pricing, and any future orders may be charged at the applicable standard price. We will notify you of the reason and the effect on future pricing, where appropriate.

A missed optional check-in will not, by itself, justify withholding treatment where the prescriber has sufficient information to prescribe safely. Clinical suitability and patient safety take priority over promotional eligibility.

Clinical Concerns, Supporting Evidence and Pauses

If you experience side effects or treatment may no longer be suitable, contact our clinical team. We will offer a clinical assessment and may pause, change or discontinue treatment where appropriate. You may cancel without an early exit fee.

Where reasonably necessary to assess clinical suitability, we may request relevant medical information, including a GP letter or confirmation from another treating healthcare professional. A GP letter is not automatically required; alternative evidence or our own clinical assessment may be appropriate. You will not be required to continue taking medication while evidence is obtained.

If we cannot supply clinically suitable treatment, or the service is withdrawn, we will explain the consequences for pending orders, future payments and refunds. Clinical information will be handled in accordance with our Privacy Policy.

Repeat Customer Discounts and 26-Day Offers

Certain one-off repeat customer discounts require a qualifying subsequent order within 26 days of the event specified in the offer terms. If the qualifying order is not placed within that period, the discount will cease and standard pricing will apply unless another offer is available. The starting date, qualifying conditions and prices will be disclosed before purchase. This is separate from the 28-day subscription renewal cycle and does not oblige you to place another order.

Refunds and Statutory Rights

All prescribing decisions are made independently by an appropriately qualified prescriber. Nothing in these terms restricts your statutory rights, your right to cancel a recurring payment authority with your bank or your right to dispute a payment. Refunds are handled in accordance with Section 13 and applicable law.

28.4 Opting Out of LillyDirect

Patients may contact IQ Doctor if they wish to stop using the LillyDirect partner pharmacy arrangement and enquire about alternative dispensing arrangements.

We will explain any alternative options available, including applicable prices, service conditions and any changes to the ordering or dispensing process, before you agree to proceed.

Alternative supply is subject to clinical approval, service availability and the requirements of the dispensing pharmacy. The availability of an alternative pharmacy or an equivalent price cannot be guaranteed.

Opting out of the LillyDirect dispensing arrangement is separate from cancelling an IQ Doctor subscription. Patients wishing to do either or both should make their intentions clear so that the appropriate arrangements can be explained and processed.

Opting out of LillyDirect does not automatically cancel an active IQ Doctor subscription. You may cancel the subscription at any time without an early exit fee. Future discounted pricing may no longer be available, as explained in Section 28.3.

If you choose to opt out of LillyDirect and have your Mounjaro dispensed through our own pharmacy (Envaro) instead, the price will be higher than the LillyDirect subscription or one-off price. We will explain the alternative pricing to you before you agree to proceed.

28.5 Delivery and Fulfilment

Eligible LillyDirect orders will be dispensed and dispatched through the relevant partner pharmacy arrangements following the necessary clinical, prescribing and verification approvals.

Applicable delivery options, charges (if any), restrictions and expected timescales will be explained before purchase or in the relevant order information.

Delivery remains subject to the general provisions in Section 21 of our Terms and Conditions, together with any additional arrangements expressly disclosed for the partner pharmacy service.

All temperature-sensitive medicines are dispatched using pharmaceutical-grade cold-chain packaging designed to maintain the required temperature range (2°C – 8°C) during transit, in accordance with MHRA and GPhC guidelines.

If medicine arrives damaged, incorrect, missing or potentially affected by temperature conditions during transit, please contact IQ Doctor promptly for advice and assistance. Do not use medicine you believe may be unsafe until you have received appropriate professional advice.

We will assist in coordinating enquiries or investigations with the relevant dispensing pharmacy. Nothing in these arrangements affects your statutory rights.

28.6 Patient Information

To provide LillyDirect-related services, relevant personal, clinical, prescription, order and delivery information may need to be shared with the healthcare professionals, dispensing pharmacies and service providers involved in fulfilling your order.

Information will be processed and shared only where there is an appropriate lawful basis and in accordance with applicable data protection legislation and our Privacy Policy.

Sections 9 and 10 of our general Terms and Conditions explain how we use and share patient information.

Necessary communications relating to clinical care, prescriptions, orders, payments and patient safety are separate from marketing communications. Participation in LillyDirect does not, by itself, constitute consent to receive marketing.

28.7 Clinical Compliance and Forced Termination

To ensure patient safety and continuity of care, subscriptions are conditional upon your cooperation with our clinical team. This includes completing required clinical check-ins, responding to reasonable requests for updated information (such as BMI evidence or side-effect reports), and providing accurate medical information.

If you fail to comply with reasonable requests for information necessary for safe prescribing, we may be unable to prescribe or dispense your medicine. We may pause or cancel your subscription and you may lose eligibility for discounted subscription pricing. Any future orders may be charged at the applicable standard price. No early exit fee applies.

For questions about LillyDirect orders, subscriptions or dispensing arrangements, please contact IQ Doctor using the contact details provided on our website.