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1. About these terms
These Terms and Conditions explain how you may use lemonpill.com and the terms on which Lemon Pill Ltd, trading as Lemonpill, supplies products and pharmacy services. References to “we”, “us” and “our” mean Lemon Pill Ltd. References to “you” mean the customer, patient or authorised representative, as appropriate.
Please read these terms before placing an order, requesting a prescription service or booking an appointment. The relevant product or service information, any additional terms clearly agreed before purchase, and our Refund and Returns Policy also apply to your purchase. You can save or print these terms for your records.
These terms are intended for personal purchases and patient care, not wholesale purchasing or resale. Different rules apply to shop products, prescription supplies and clinical services. Browsing the website does not, by itself, create a treatment relationship, authorise a prescription or amount to consent to treatment.
Nothing in these terms excludes or reduces your statutory consumer rights, our professional duties or any liability that cannot lawfully be limited. This includes applicable rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
2. Who we are and how to contact us
Legal business name: Lemon Pill Ltd, trading as Lemonpill
Company registration: 13653771, registered in England and Wales
Registered office: Office 327, Omnibus, 39-41 North Road, London, N7 9DP, United Kingdom
Registered pharmacy address: Office 327, Omnibus House, Busworks, 39-41 North Road, London, N7 9DP, United Kingdom
General Pharmaceutical Council registration: 9012565
Superintendent Pharmacist: Odette Miezah, GPhC registration number 2080519
Email: hello@lemonpill.com
Telephone: 020 3866 6685
Alternative telephone: 020 7916 0596
You can check pharmacy and pharmacist registrations and find the applicable professional standards through the General Pharmaceutical Council.
Our NHS dispensing service operates as a distance-selling pharmacy. Do not assume that you can collect prescriptions, return medicines or attend for treatment at the address above. Contact us first. Any available appointment will specify whether it is remote or in person and, where applicable, its location.
3. Eligibility and acting for another person
Our online shop and standard account registration are intended for people aged 18 or over, unless a particular service expressly allows otherwise. Individual services and medicines have their own eligibility requirements, which may include age, clinical suitability and location. Do not enter a false date of birth to access a service.
This does not prevent a child or young person from seeking appropriate healthcare. Where a service is available to younger patients, our clinical team will assess consent, confidentiality and safeguarding in accordance with the law. Parental consent is not automatically required for every healthcare service provided to someone under 18.
If you act for another person, identify the patient correctly and explain your relationship and authority. We may need to verify that authority and communicate directly with the patient. You must not complete a consultation as though you are the patient when you are not. Caring for someone does not automatically authorise access to all their confidential information.
Our services are primarily directed at people in the United Kingdom. The available delivery areas and any geographical restrictions will be explained before purchase. NHS eligibility and access to particular services may differ across the UK. Website access from another country does not mean that we can lawfully supply medicines or provide treatment there.
4. Health information and urgent help
General information on our website is educational and is not a personal diagnosis or an individual treatment plan. Seek advice from an appropriate healthcare professional about your own symptoms, medicines and treatment. This does not limit our responsibility for advice or services we actually provide to you.
Do not use website forms, email or online orders to obtain emergency medical assistance. For a life-threatening emergency, call 999. For urgent help that is not life-threatening, contact your GP, an appropriate local urgent-care service or NHS 111 where available. Do not wait for an email response if your condition requires urgent attention.
5. Accounts and information you provide
Provide accurate, complete and up-to-date information when registering, ordering or requesting a service. For a clinical assessment, include relevant symptoms, allergies, medical conditions, pregnancy or breastfeeding, current medicines, supplements and treatments obtained elsewhere. Tell us about relevant changes before a further supply.
Keep your login details secure, use a password that you do not share with others and contact us promptly if you suspect unauthorised access. Use any representative-access arrangements we agree rather than sharing another patient’s login. You are not automatically responsible for unauthorised activity merely because it occurred through your account.
We may request clarification or pause a supply where information is missing, inconsistent or raises a safety concern. Your obligation to provide accurate information does not remove our responsibility to carry out appropriate checks and exercise professional judgement.
6. Clinical assessment and medicine supply
Medicines are supplied only where clinically appropriate and legally permitted. Prescription-only medicines require a valid prescription from an authorised prescriber unless a specific lawful exemption applies, such as an appropriate emergency supply or supply under a valid Patient Group Direction.
Submitting a questionnaire, choosing a product, paying or previously receiving a medicine does not guarantee a prescription or a further supply. A pharmacist or prescriber may decline treatment, limit quantities, request further assessment or recommend another service where clinically justified.
We may need to verify identity, age and clinical information, review relevant records, or arrange a telephone, video or in-person assessment. Some treatments require additional evidence or monitoring. We will explain any necessary contact with your GP or another clinician and obtain consent where required. If essential checks cannot be completed, we may be unable to supply safely.
Your agreement to these terms is not a substitute for informed consent to a particular treatment. Relevant benefits, risks, alternatives and follow-up requirements will be discussed as appropriate. You may ask questions and withdraw consent to treatment; any payment consequences are governed by your legal rights and the cancellation terms below.
Use medicines only for the patient for whom they were supplied and follow the dispensing label, patient information leaflet and professional advice. Do not share prescription medicines or seek overlapping supplies without telling the clinicians involved. Contact us about suspected errors, unexpected effects or difficulties following the treatment plan. Treatment outcomes cannot be guaranteed, but this does not excuse a failure to provide proper care.
7. NHS prescriptions and pharmacy nomination
Requests for NHS prescriptions remain subject to the prescriber’s authorisation and the relevant NHS arrangements. Registering with Lemonpill does not guarantee that your GP will issue a prescription or that a requested medicine will be suitable or available.
Choosing Lemonpill as your nominated pharmacy for the NHS Electronic Prescription Service is voluntary and requires your agreement. You may change or remove your nomination at any time. We will explain how to do this and help with outstanding prescriptions where necessary. Creating a shop account or accepting these terms does not, by itself, nominate our pharmacy.
Where NHS prescription charges apply, they are set under NHS rules rather than our private pricing. Provide accurate information about any exemption or prepayment certificate and any evidence required. NHS prescription-charge refunds follow the separate NHS process explained in our Refund and Returns Policy.
8. Orders, bookings and acceptance
You will have an opportunity to review the details and correct errors before submitting an online order or booking request. Contact us promptly if you notice an error afterwards. We will explain whether it can be corrected without affecting clinical safety or an order already being prepared.
Placing a shop order or submitting a booking request is an offer to purchase. An automated message acknowledging receipt does not, by itself, mean that we have accepted it. For goods, a contract is formed when we expressly confirm acceptance or dispatch the goods, whichever happens first. For a consultation or other booked service, a contract is formed when we confirm acceptance of the booking.
Acceptance of a consultation booking is not approval of a medicine. Prescription requests and medicine orders remain subject to the clinical and legal requirements described above.
If we cannot accept an order, we will tell you and refund any payment taken for products or services that will not be supplied. If a separate consultation has already been properly provided, its clearly disclosed fee may remain payable where lawful. We will not substitute a materially different shop product, or make a clinically significant medicine change, without the agreement or authorisation required.
We will provide the applicable order or booking information and contractual confirmation in a form you can keep, such as an email, where required by law.
9. Prices, charges and payment
Prices are shown in pounds sterling and include VAT where payable. The total price, delivery charges and any separately payable consultation, prescription or service fees will be disclosed before you commit to payment. Available payment methods and when payment is taken will be shown during ordering or booking.
Use only a payment method you are authorised to use. Additional optional charges require your express agreement; we will not add them through pre-selected options.
If we discover a pricing error before acceptance, we will explain it and give you the choice of proceeding at the correct price or cancelling. We will not increase an already agreed price without your express agreement. Price changes on the website apply to future purchases, not retrospectively to accepted orders.
A consultation fee, where separately charged, pays for the assessment rather than a guaranteed prescription. We will explain before booking whether the fee remains payable if treatment is unsuitable. This does not limit rights arising from cancellation or an inadequately provided service.
10. Product information and preferences
Products must match their description and meet applicable legal quality requirements. Photographs are illustrative; packaging may change without changing the product supplied. We will not rely on an illustration disclaimer to avoid responsibility for an inaccurate product description.
Tell us about allergies, dietary restrictions or ingredient preferences before ordering. A vegan-friendly description is not an assurance that a product is allergen-free or suitable for every medical condition. Check the product-specific information and ask our pharmacist about uncertainty. Our vegan-friendly approach does not mean that every medicine has an animal-free formulation or a clinically suitable vegan alternative. This does not qualify or remove any express claim made about an individual product.
11. Delivery and receipt of goods
Delivery options, charges, geographical restrictions and expected timescales will be provided before purchase. Medicine dispatch may depend on receipt of a valid prescription, clinical checks and stock availability. We will tell you about a material delay. These requirements do not remove your rights relating to an agreed delivery deadline.
For a goods sales contract, we must deliver within the agreed period or, if no period was agreed, without undue delay and within 30 days after the contract is made. If delivery fails, you may be entitled to end the contract immediately in specified circumstances, including a missed essential deadline, or after allowing an appropriate additional period. Where you lawfully end the contract for non-delivery, we will refund the payments due without undue delay.
Where we arrange delivery, goods remain our responsibility until they are physically received by you or someone you nominate to receive them. Different rules apply where you independently appoint a carrier that we did not offer. A courier investigation does not suspend your statutory rights.
Provide an accurate delivery address and follow any agreed receipt or storage instructions, particularly for temperature-sensitive medicines. Contact us about missing, damaged or incorrect deliveries. Do not use a medicine you believe has been incorrectly supplied, tampered with or damaged until you have obtained professional advice.
12. Cancelling orders and returning products
Our Refund and Returns Policy explains the process and includes an optional cancellation form. The following distinctions are important.
Eligible shop purchases
For eligible goods bought online or by telephone, you may cancel without giving a reason up to the end of 14 days after the day you or your nominated recipient receives them. For a single order delivered in separate parcels, the period normally runs from receipt of the last item. You can also cancel before delivery. A longer period applies where required by law.
Notify us by email, telephone or post using the contact details above. Any clear cancellation statement is sufficient; our approval and a particular form are not required. Return the goods without unnecessary delay and within 14 days after notifying us, unless we have agreed to collect them.
Change-of-mind exceptions include genuinely rapidly perishable goods, goods made to your specifications or clearly personalised, and sealed goods unsuitable for return for health-protection or hygiene reasons where the relevant seal has been broken after delivery. A product is not automatically excluded just because it is sold by a pharmacy, has an expiry date or is a supplement.
For a valid change-of-mind cancellation, you pay the direct return cost unless we agree otherwise or failed to disclose that responsibility before purchase. For cancellation of a whole order, we refund the least expensive standard delivery charge, but not an additional amount you chose to pay for premium delivery. We may make a lawful, proportionate deduction for value lost through handling beyond what is reasonably necessary to inspect the goods, but not where we failed to give the required cancellation information.
Prescription medicines and specified NHS supplies
The usual 14-day distance-selling cancellation right does not apply to medicines supplied on prescription or under a prescriber’s directions, or to other supplies specifically excluded by regulation 27 of the Consumer Contracts Regulations 2013.
Contact us immediately if you wish to stop a prescription order. We will check whether it can be stopped before dispensing and explain any refund available. Once dispensed, we do not offer a voluntary change-of-mind refund simply because treatment has changed or the medicine is no longer wanted. Medicines returned after supply to a patient cannot be returned to dispensing stock for another patient.
These restrictions do not remove your rights where products are faulty, damaged, incorrectly supplied or not as described. Contact us before returning medicines, refrigerated products or sharps so that safe handling can be arranged.
Refund timing
For a statutory goods cancellation, we refund without undue delay and within 14 days after receiving the returned goods or evidence that you sent them back, whichever is earlier. Where no goods need returning or we have offered to collect them, the deadline is 14 days after your cancellation notice.
Refunds use the original payment method unless you expressly agree otherwise, with no refund-processing fee. Any refund reflects the amount actually paid. Sale items have the same statutory protections as full-price purchases.
13. Cancelling consultations and appointments
A separate consultation or service does not automatically share the cancellation exclusion applying to a prescription medicine. Where a statutory distance-selling cancellation right applies, you normally have 14 days after the day the service contract is made to cancel.
If you expressly ask us to start during that period and then cancel, a proportionate charge for the service actually provided may be payable, but only where the required information was supplied and the law permits. The right is lost on full performance only where you expressly requested early performance and acknowledged beforehand that full performance would end the right. Accepting these terms alone is not that request or acknowledgement.
Outside a statutory cancellation right, any appointment cancellation or non-attendance charge must have been clearly disclosed before booking, be fair and proportionate, and reflect a reasonable loss after steps to minimise it. We do not impose an undisclosed automatic forfeiture of the whole booking price.
If we cancel, we will offer appropriate alternatives or refund the service not provided. Statutory service-cancellation refunds are made without undue delay and within 14 days after cancellation, subject to any lawful proportionate charge.
14. Faulty goods and service standards
Where the Consumer Rights Act 2015 applies, goods must be of satisfactory quality, fit for an agreed purpose and as described. Services must be performed with reasonable care and skill.
You normally have a 30-day short-term right to reject faulty or otherwise non-conforming goods, subject to the statutory starting rules and any shorter period for goods reasonably expected to perish sooner. Rights do not automatically end after 30 days: repair, replacement, price reduction or final rejection may be available, depending on the circumstances. Any replacement medicine must also be clinically appropriate and lawfully supplied.
We meet reasonable necessary return costs for faulty or incorrectly supplied goods. A refund following statutory rejection is made without undue delay and within 14 days after we agree that you are entitled to it.
If a service fails to meet applicable legal requirements, you may be entitled to repeat performance or a price reduction, potentially including a full refund. An agreed statutory price-reduction refund is made without undue delay and within 14 days of that agreement. Nothing in these terms limits other remedies available by law.
15. Privacy, confidentiality and communications
Our Privacy Policy explains how we use personal and health information, the legal grounds for processing it, relevant sharing, retention and your rights. Our Cookies Policy explains our use of cookies and similar technologies. We must comply with applicable UK data-protection law, including the UK GDPR and the Data Protection Act 2018, as amended.
Accepting these terms is not blanket consent to all data processing, marketing, non-essential cookies or disclosure of your medical records. Where consent is required, it will be obtained separately. Necessary healthcare processing may rely on other lawful grounds, as explained in the Privacy Policy.
We may contact you about orders, prescriptions, appointments, safety concerns and care. Keep your contact details current and tell us about any communication or accessibility needs. Do not send full payment-card details or unnecessary medical information through ordinary email or public website features; ask us about an appropriate secure method.
16. Website use and intellectual property
You must not use the website to commit fraud, impersonate another person, falsify clinical information, obtain medicines unlawfully, bypass safety checks or interfere with another person’s care. Do not introduce malicious software, attempt unauthorised access, scrape confidential information or use automated tools in a way that disrupts or compromises our systems.
Treat our staff and other users respectfully. Where public reviews or comments are available, submit genuine experiences and do not publish another person’s private information, unlawful material or misleading claims. We may moderate content for legitimate safety, privacy and legal reasons, but not merely because a genuine review is negative.
Website text, design, software, images, branding and other materials belong to us or their respective owners or licensors. You may view, save and print reasonable extracts for personal use, including discussing your care with a healthcare professional. Commercial republication, reuse of branding or exploitation of protected materials requires the relevant owner’s permission unless the law permits otherwise. Do not imply that we endorse you or your activities.
17. Links and third-party services
Links to independent websites are provided for convenience or further information. Those websites have their own terms and privacy arrangements, and a link does not necessarily mean that we endorse every statement or product on them.
If a genuinely separate provider offers a consultation, test or other service, we will identify the provider and explain the relevant arrangements before you agree. This does not remove our responsibility for our own conduct or for obligations we remain legally responsible for when using contractors, delivery providers or technology services.
18. Interruptions and restrictions
We take reasonable steps to maintain the website, but cannot promise uninterrupted access. Maintenance, security incidents or technical faults may cause disruption. If an interruption affects an accepted order or ongoing care, we will take reasonable steps to contact you and arrange an appropriate solution.
We may restrict access or suspend an account where reasonably necessary to protect patients, prevent fraud or misuse, comply with the law or address a serious breach of these terms. Where safe and lawful, we will explain the reason and give a reasonable opportunity to resolve the issue. Urgent protective action may be taken without advance notice. Contact us to request a review.
Suspension does not remove existing refund rights, access rights to health information or our duties concerning continuity of care. If we cannot continue a service, we will consider a safe handover or appropriate signposting and refund any amount legally due for products or services not provided.
Where an event outside our reasonable control causes delay, we will notify you and take reasonable steps to reduce its impact. This does not override statutory delivery deadlines, cancellation rights or refunds for non-performance.
19. Our responsibility to you
We are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to exercise reasonable care and skill. Loss is foreseeable where it is an obvious consequence or where both you and we knew, when contracting, that it might happen.
We do not exclude or limit liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of rights that cannot lawfully be excluded, or any other matter for which exclusion or limitation would be unlawful.
These terms do not make you waive clinical-negligence claims, accept all treatment risks regardless of fault, or indemnify us for our own wrongdoing. Your duty to provide accurate information and follow appropriate advice does not transfer our professional responsibilities to you.
20. Questions, complaints and independent review
Contact hello@lemonpill.com or call 020 3866 6685 with questions or complaints. Please include enough information to identify the matter, without sending unnecessary sensitive information. You may ask for a complaint to be reviewed by our Superintendent Pharmacist. See our Complaints page for the procedure.
When communicating a complaint outcome, we will explain any relevant independent review or dispute-resolution arrangements available to you, including arrangements we must participate in where applicable. Complaints about NHS services may follow a different route from disputes about private purchases. Nothing requires you to give up the right to seek independent advice or bring a claim in an appropriate court.
21. Changes, interpretation and governing law
We may update these terms to reflect changes in our services, technology or legal obligations. The date above identifies this version. Updated terms apply to future transactions and will not retrospectively reduce rights under an existing order. Material changes to an ongoing contractual service will be communicated appropriately and require agreement where the law requires it; we do not rely solely on an unannounced website edit.
Nothing in these terms overrides binding information or representations provided before purchase on which you are legally entitled to rely. If a term is unlawful or unenforceable, the remaining terms continue only so far as they can operate lawfully and fairly. A delay in enforcing a right does not, by itself, waive that right.
These terms are governed by the laws of England and Wales, without depriving you of mandatory consumer protections that apply where you habitually live. You may bring proceedings in the courts of England and Wales or, if you live in Scotland or Northern Ireland, in the courts of that country. Nothing in this clause removes any mandatory right to use another court with jurisdiction.