PPRX TERMS AND CONDITIONS

Version 3.0
Effective Date: 15/07/26

PART 1 – INTRODUCTION, DEFINITIONS, ELIGIBILITY AND CLINICAL SERVICES

1. Introduction

These Terms and Conditions (“Terms”) govern your access to and use of the services provided by The Look It Ltd, trading as PPRX (“PPRX”, “we”, “us”, “our”).

These Terms form a legally binding agreement between you and PPRX whenever you:

• access or browse our website;
• create an account;
• complete an online consultation;
• request a prescription;
• purchase medicines or healthcare products;
• communicate with our clinical or customer service teams; or
• otherwise use any services provided by us.

By accessing or using our website or placing an order with PPRX, you confirm that you have read, understood and agree to be bound by these Terms.

If you do not agree with these Terms, you must not use our website or purchase any products or services from us.

These Terms apply in addition to our Privacy Policy, Cookie Policy and any other policies published on our website.

Nothing within these Terms excludes or limits any statutory rights available to consumers under applicable United Kingdom law.

2. About PPRX

PPRX is the trading name of The Look It Ltd.

Registered Office:

Unit 206
Bizspace Business Centre
4–6 Wadsworth Road
Perivale
Greenford
UB6 7JJ

Company Number:
15869720

General Pharmaceutical Council Registration Number:
9012740

Our website is:

www.pprx.co.uk

Our contact details are:

Email:
info@pprxpharmacy.co.uk

Telephone:
0208 191 3034

PPRX operates as a registered distance-selling pharmacy providing online clinical consultations, prescribing services through appropriately qualified independent prescribers, pharmacy dispensing services and the supply of medicines throughout the United Kingdom.

3. Definitions

Throughout these Terms the following definitions apply.

Account means your registered PPRX customer account.

Clinical Team means our pharmacists, independent prescribers, pharmacy technicians, suitably trained healthcare professionals and authorised staff.

Consultation means any medical questionnaire, assessment, photograph submission, video consultation, telephone consultation or other clinical assessment completed through PPRX.

Customer, Patient, You and Your mean the individual using our services.

Dispensing means the preparation and supply of medicines following approval by an authorised prescriber or pharmacist.

GP means your registered General Practitioner or GP practice.

Medicine includes Prescription Only Medicines (POM), Pharmacy Medicines (P), General Sales List medicines (GSL), medical devices and healthcare products supplied by PPRX.

Order means any request submitted through our website to purchase medicines or healthcare services.

Prescriber means an appropriately qualified healthcare professional authorised to prescribe medicines.

Service means any service provided by PPRX including consultations, prescribing, dispensing, pharmacy services, customer support and product supply.

Website means www.pprx.co.uk together with any associated webpages operated by PPRX.

4. Regulatory Information

PPRX is committed to maintaining the highest standards of patient safety and professional practice.

We operate in accordance with applicable United Kingdom legislation and regulatory requirements, including, where applicable:

• Human Medicines Regulations 2012;
• Consumer Rights Act 2015;
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013;
• UK General Data Protection Regulation (UK GDPR);
• Data Protection Act 2018;
• General Pharmaceutical Council Standards for Registered Pharmacies;
• General Pharmaceutical Council Standards for Pharmacy Professionals.

Nothing within these Terms removes or limits our professional duties as a registered pharmacy.

Our pharmacists and prescribers always retain professional and clinical discretion when making decisions regarding the supply of medicines.

5. Eligibility

To use our services you must:

• be at least 18 years old unless acting through a lawful parent, guardian or authorised representative;
• have legal capacity to enter into contracts;
• provide accurate and truthful information;
• reside within the United Kingdom where required;
• provide a valid UK delivery address;
• comply with these Terms.

We reserve the right to request reasonable evidence of identity or age before supplying medicines.

We may refuse to provide services where we reasonably believe a customer does not satisfy these eligibility requirements.

6. Your Responsibilities

You agree that all information supplied to PPRX will be accurate, truthful, complete and kept up to date.

This includes, but is not limited to:

• your name;
• date of birth;
• address;
• telephone number;
• email address;
• medical history;
• current medication;
• allergies;
• weight;
• height;
• lifestyle information;
• photographs requested as part of a consultation.

You must not deliberately provide misleading, incomplete or inaccurate information.

Providing false information may affect clinical decisions and could place your health at risk.

Where inaccurate information results in an inappropriate prescription, delayed treatment or inability to provide safe care, PPRX accepts no responsibility for consequences arising directly from information supplied incorrectly by you.

You are responsible for informing us promptly if any of your medical circumstances change after completing a consultation but before your medicine is dispatched.

7. Clinical Services

PPRX provides access to healthcare professionals through remote consultations.

A completed consultation does not guarantee that treatment will be prescribed.

Every request for treatment is assessed individually.

Clinical decisions are made using professional judgement and current prescribing guidance.

Our clinicians may:

• approve treatment;
• request additional information;
• request further photographs;
• request identification documents;
• request confirmation of weight or BMI;
• ask you to contact your GP;
• recommend alternative treatment;
• decline treatment;
• refund your order where treatment is not appropriate.

Clinical safety always takes priority over customer preference.

You acknowledge that remote consultations have limitations compared with face-to-face medical examinations.

Our clinicians rely upon the information provided by you.

If that information is inaccurate or incomplete, our ability to make appropriate prescribing decisions may be affected.

8. Clinical Decision-Making

Submission of an order does not create an obligation for PPRX to prescribe or supply medication.

Payment authorises us to conduct a clinical assessment.

No contract for the supply of prescription medication is formed until:

• your consultation has been clinically approved;
• a prescription has been issued where required;
• your medication has been dispensed; and
• your order has been accepted by PPRX.

Our pharmacists and prescribers retain absolute professional discretion to refuse, cancel or amend any order where they believe this is clinically appropriate.

Examples include, but are not limited to:

• clinical contraindications;
• incomplete consultation responses;
• inability to verify identity where required;
• suspected misuse of medicines;
• suspected fraudulent activity;
• safeguarding concerns;
• suspected duplicate treatment;
• concerns regarding patient safety;
• concerns regarding compliance with prescribing guidelines.

A decision not to prescribe medication does not imply negligence or wrongdoing on the part of PPRX.

Clinical decisions are final and are made solely in the interests of patient safety.

9. Placing an Order

By submitting an order through our Website, you are requesting that PPRX provides a clinical assessment and, where clinically appropriate, supplies the medicines or healthcare products requested.

Submitting an order does not guarantee that medication will be prescribed or supplied.

All orders remain subject to:

• clinical review;
• prescribing approval (where applicable);
• payment verification;
• stock availability;
• identity verification where required;
• fraud prevention checks;
• compliance with applicable legislation and regulatory requirements.

PPRX reserves the right to refuse, suspend, amend or cancel any order at any stage before dispatch where this is considered necessary for clinical, legal or security reasons.

A legally binding contract for the supply of prescription medication is formed only when your order has been clinically approved, dispensed and accepted for dispatch by PPRX.

For non-prescription healthcare products, a contract is formed when your order has been accepted and prepared for dispatch.

10. Product Availability

Whilst we make every effort to maintain accurate stock information, all products are offered subject to availability.

Occasionally products may become unavailable after an order has been placed.

If this occurs we may:

• cancel the order;
• delay dispatch until stock becomes available;
• offer an alternative where clinically appropriate;
• provide a refund.

We shall not be liable for any indirect losses resulting from temporary stock shortages.

11. Prices and Payment

All prices displayed on our Website are shown in Pounds Sterling (£).

Prices include VAT where applicable.

Prices may change without prior notice.

The applicable price is the price displayed at the time your order is submitted.

Payment must be successfully authorised before any clinical assessment or dispensing takes place.

Accepted payment methods are displayed during checkout.

Where payment authorisation fails, your order will not proceed.

If an obvious pricing error has occurred, we reserve the right to cancel the order and issue a full refund, even if payment has already been taken.

12. Clinical Approval and Payment

Payment confirms your request for clinical assessment.

Payment does not guarantee:

• eligibility for treatment;
• approval of a prescription;
• supply of medication.

Where treatment is considered clinically unsuitable, PPRX may cancel the order and refund the amount paid, subject to any clearly disclosed administration fees where permitted by law and communicated before purchase.

Clinical decisions are made independently and are never influenced by payment.

13. Identity Verification

To protect patient safety and reduce the risk of fraud, PPRX may carry out identity verification checks before supplying medicines.

These checks may be undertaken before or after payment has been received.

Where reasonably required, we may request one or more of the following:

• photographic identification;
• proof of address;
• confirmation of date of birth;
• photographs requested during consultation;
• confirmation of weight or BMI;
• additional clinical information;
• confirmation of your GP details.

Failure to provide requested information within a reasonable period may result in cancellation of your order.

Identity verification is carried out solely to ensure that medicines are supplied safely, lawfully and to the correct individual.

14. Clinical Verification

Certain medicines require enhanced clinical assessment before they can be prescribed.

For weight management medicines including, but not limited to, Mounjaro (tirzepatide) and Wegovy (semaglutide), additional verification may be requested.

This may include:

• confirmation of current weight;
• confirmation of height;
• confirmation of BMI;
• photographs where appropriate;
• evidence of previous treatment;
• confirmation of current medication;
• confirmation of relevant medical history.

Providing false or misleading clinical information may place your health at risk and may result in treatment being refused.

15. Clinical  Responsibilities

You agree that all information supplied during registration, consultation and ordering is truthful, accurate and complete.

You must not:

• impersonate another individual;
• use another person’s identity;
• provide false clinical information;
• conceal relevant medical history;
• provide misleading photographs;
• deliberately manipulate consultation responses;
• use multiple accounts to obtain additional medication;
• attempt to obtain treatment to which you are not clinically entitled.

If information changes after your consultation but before dispatch, you must notify PPRX immediately.

16. Fraud Prevention

PPRX is committed to protecting patients, healthcare professionals and payment systems from fraud.

We reserve the right to investigate any order where we reasonably believe fraudulent or dishonest activity may have occurred.

Examples include, but are not limited to:

• false delivery claims;
• false claims that medicines were missing;
• use of stolen payment cards;
• false identity information;
• false medical information;
• multiple customer accounts;
• repeated refund requests without reasonable evidence;
• repeated chargebacks;
• attempts to obtain medicines using another person’s details;
• suspected prescription misuse;
• suspected resale of medicines;
• abusive or dishonest conduct towards our staff.

Each investigation will be considered individually.

Where appropriate, we may request further information before deciding whether to continue processing an order.

17. Right to Refuse Service

PPRX reserves the right to refuse future services where we reasonably believe this is necessary to protect patients, staff or the business.

This may include circumstances where a customer:

• repeatedly provides inaccurate information;
• repeatedly submits fraudulent claims;
• repeatedly disputes legitimate transactions;
• threatens or abuses members of staff;
• attempts to misuse our prescribing services;
• deliberately circumvents our prescribing policies;
• attempts to obtain medicines dishonestly;
• breaches these Terms.

Where appropriate, accounts may be suspended or permanently closed.

Nothing within this clause limits our professional obligation to act in the interests of patient safety.

18. Suspicious Transactions

PPRX operates measures designed to identify unusual ordering behaviour.

Orders may be delayed or cancelled where we reasonably believe additional verification is required.

Examples may include:

• unusually large orders;
• repeated orders placed within short timeframes;
• multiple payment attempts;
• inconsistent personal information;
• discrepancies identified during clinical assessment;
• unusual delivery instructions;
• concerns raised during payment verification.

Where additional checks are required, dispatch may be delayed until those checks have been completed.

19. Promotional Offers and Discount Codes

Discount codes and promotional offers remain the property of PPRX and may be withdrawn, amended or cancelled at any time.

Unless expressly stated otherwise:

• only one promotional code may be used per order;
• promotional offers cannot be exchanged for cash;
• offers cannot normally be applied retrospectively;
• promotional offers may exclude certain medicines or services.

PPRX reserves the right to cancel promotions where misuse, fraud or technical error has occurred.

Customers deliberately attempting to misuse promotional offers may have their orders cancelled and future promotional access withdrawn.

20. Delivery

PPRX currently supplies medicines and healthcare products only to addresses within the United Kingdom.

It is your responsibility to provide a complete, accurate and deliverable address at the time your order is placed.

Once an order has been submitted, we cannot guarantee that the delivery address can be amended.

PPRX accepts no responsibility for delays, failed deliveries, losses or additional costs resulting from incorrect, incomplete or inaccurate delivery information provided by the customer.

21. Dispatch

Orders will only be dispatched after:

• payment has been successfully authorised;
• any required clinical consultation has been completed;
• a prescription has been approved where required;
• medicines have been dispensed and checked by the pharmacy.

Dispatch times published on our Website are estimates only and may change without notice.

PPRX is not responsible for delays caused by events outside our reasonable control, including courier delays, severe weather, transport disruption, industrial action, system failures or other unforeseen circumstances.

22. Delivery Services

PPRX uses reputable delivery providers, including Royal Mail, to deliver medicines.

Delivery estimates are provided for guidance only and are not guaranteed delivery times.

Once an order has been collected by the delivery provider, delivery is carried out by that provider in accordance with its own operational procedures.

Whilst PPRX will assist customers where reasonably possible in investigating delivery enquiries, we cannot control the delivery network once the parcel has entered the courier’s possession.

23. Customer Delivery Responsibilities

By placing an order, you acknowledge and agree that you are responsible for:

• providing a complete and accurate delivery address;
• ensuring somebody is available to receive the parcel where appropriate;
• monitoring delivery notifications provided by the courier;
• collecting parcels promptly where collection is required;
• retrieving parcels left in a nominated safe place without unnecessary delay;
• refrigerating medicines immediately after delivery where required by the manufacturer;
• storing medicines in accordance with the manufacturer’s instructions after delivery.

Failure to comply with these responsibilities may result in medicines becoming unsuitable for use.

Where this occurs due to the customer’s actions or omissions, PPRX shall not be responsible for any resulting loss and shall not be required to provide a refund, replacement or redelivery.

24. Refrigerated Medicines

Certain medicines supplied by PPRX require refrigerated storage before use.

These include, but are not limited to:

• Mounjaro® (tirzepatide)
• Wegovy® (semaglutide)

These medicines are dispatched using insulated packaging designed to protect the product during normal transportation.

The insulated packaging is intended solely for transportation and is not designed for long-term storage.

Immediately following delivery, refrigerated medicines should be placed into a refrigerator in accordance with the manufacturer’s instructions unless the manufacturer specifically advises otherwise.

25. Temperature During Transit

Customers acknowledge that refrigerated medicines may experience temporary variations in temperature during transportation.

The following do not, by themselves, indicate that a medicine has become unsafe or ineffective:

• melted ice packs;
• partially thawed cooling materials;
• warm outer packaging; 
• warm insulation;
• warm cardboard packaging;
• ambient weather conditions.

Medicines supplied by PPRX are dispatched in accordance with manufacturer guidance and accepted pharmaceutical distribution standards.

The temperature of the external packaging, insulation or cooling materials does not necessarily reflect the temperature of the medicine itself.

Customers should contact PPRX before deciding not to use or dispose of medication because of concerns regarding temperature during transit.

26. Proof of Delivery

Delivery shall normally be regarded as complete when the delivery provider records that the parcel has been successfully delivered to:

• the delivery address provided by the customer;
• a nominated safe place;
• an alternative delivery location authorised by the customer;
• a neighbour accepted by the delivery provider under the customer’s delivery preferences;
• a collection point following customer notification.

PPRX shall be entitled to rely upon delivery information recorded by the delivery provider when investigating delivery disputes, responding to payment disputes or chargebacks, or defending legal proceedings relating to delivery.

Such information may include:

• tracking history;
• delivery timestamps;
• delivery confirmation;
• delivery photographs;
• GPS or location information recorded by the courier;
• recipient signatures;
• collection records;
• electronic delivery confirmations.

By placing an order, the customer accepts responsibility for ensuring suitable arrangements exist for receipt of the parcel. Failure to make suitable arrangements shall not create any obligation upon PPRX to replace or refund medicines which cannot safely be resupplied.

27. Delivery Enquiries

If you believe your parcel has not been delivered correctly, you should notify PPRX as soon as reasonably practicable.

Customers may be asked to provide reasonable information to assist the investigation, including:

• confirmation of the delivery address;
• confirmation that neighbours have been contacted;
• confirmation that nominated safe places have been checked;
• photographs of any packaging received;
• any other information reasonably requested.

Failure to cooperate with a reasonable investigation may affect our ability to assess your claim.

28. Missing or Incorrect Items

If you believe an item is  incorrect, you must notify PPRX as soon as reasonably practicable after opening the parcel.

Customers should retain:

• the external packaging;
• internal packaging;
• shipping labels;
• all contents received.

PPRX may request photographs before investigating the claim.

Failure to retain packaging or provide reasonable evidence may affect our ability to investigate claims relating to missing or incorrect items.

Missing Medicine Claims

If you believe an item is  missing, you must notify PPRX as soon as reasonably practicable after opening the parcel.

PPRX may request:

• photographs
• shipping labels
• outer packaging
• inner packaging
• all remaining contents

Failure to retain these may affect our ability to investigate

29. Damaged Deliveries

If your parcel or medicine arrives damaged, you should notify PPRX as soon as reasonably practicable.

Customers should retain the parcel, packaging and damaged items where reasonably possible.

Photographs may be requested to assist both PPRX and the delivery provider.

Nothing in these Terms limits your statutory rights where goods have been damaged before delivery due to an error attributable to PPRX.

30. Failed Deliveries Caused by the Customer

Customers are responsible for ensuring that the delivery address, contact details and delivery instructions provided at the time of ordering are accurate and complete.

Where a delivery cannot be successfully completed, or the medicine cannot safely be supplied, due to any act or omission of the customer, PPRX shall not be obliged to provide a refund, replacement or redelivery.

Examples include, but are not limited to:

• providing an incorrect or incomplete delivery address;
• providing an incorrect postcode;
• providing an incorrect recipient name;
• refusing delivery without prior agreement from PPRX;
• failing to collect a parcel after delivery attempts or collection notifications;
• failing to retrieve a parcel from a nominated safe place within a reasonable period;
• requesting delivery to an unsuitable location;
• failing to make appropriate arrangements to receive refrigerated medicines;
• redirecting or altering delivery through the courier after dispatch;
• providing delivery instructions that result in loss, damage or temperature exposure;
• failing to respond to delivery notifications issued by the courier;
• any other circumstance where delivery fails due to information or instructions provided by the customer.

Medicines that have been dispatched by PPRX and subsequently returned, refused, abandoned, delayed or rendered unsuitable for resale because of the customer’s actions cannot legally or safely be resold or supplied to another patient.

Accordingly, where the failure of delivery is attributable to the customer, PPRX reserves the right to refuse any refund, replacement or redelivery.

Nothing in this clause limits your statutory rights where the failure arises directly from an error by PPRX or where applicable consumer protection legislation requires otherwise.

31. Refused Deliveries

Where a customer deliberately refuses delivery of a correctly supplied order without prior written agreement from PPRX, or fails to collect a parcel following delivery attempts or collection notifications, the order shall be treated as fulfilled for the purposes of these Terms.

As medicines which have left the control of PPRX cannot generally be resold or reused for patient safety reasons, no refund, replacement or redelivery will be provided where the refusal or non-collection is attributable to the customer, subject always to the customer’s statutory rights.

This includes deliveries that fail because the customer is unavailable, refuses delivery, does not collect the parcel, or provides incorrect or incomplete delivery information.

32. Storage After Delivery

Following delivery, customers are solely responsible for storing medicines in accordance with the manufacturer’s instructions.

PPRX accepts no responsibility for medicines that become unsuitable for use due to:

• failure to refrigerate where required;
• incorrect storage after delivery;
• exposure to excessive heat or cold after delivery;
• accidental damage after delivery;
• misuse after delivery;
• use contrary to the manufacturer’s instructions.

Customers should always read the Patient Information Leaflet before using any medicine.

33. Cancellation Before Dispatch

Orders for prescription medicines may only be cancelled before the prescribing process has been completed and the medicine has been dispensed.

Once a medicine has been prescribed and dispensed, the order cannot normally be cancelled due to legal and patient safety requirements.

If you wish to cancel an order before dispatch, you should contact PPRX as soon as possible.

Cancellation requests received after dispensing or dispatch cannot normally be accepted.

Nothing in this clause affects your statutory rights where applicable.

34. Medicines Exempt from the Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, certain goods are exempt from the statutory cancellation period.

Prescription medicines and other medicinal products supplied by PPRX cannot generally be returned once they have been dispensed or dispatched because their quality, safety and storage conditions can no longer be guaranteed.

Accordingly, unless the medicine is supplied in error, is defective, or your statutory rights otherwise require, medicines cannot be returned simply because:

• you have changed your mind;
• you no longer require the medicine;
• you ordered the wrong product;
• your treatment preferences have changed;
• you ordered by mistake after the medicine has been dispensed.

35. Returns of Medicines

For patient safety reasons, medicines which have left the control of PPRX cannot generally be accepted for return, reused or resupplied to another patient.

Returned medicines will normally be destroyed in accordance with applicable pharmaceutical waste disposal requirements.

Customers should not return medicines to PPRX unless specifically instructed to do so.

Unused medicines should be taken to an appropriate community pharmacy for safe disposal.

36. Refunds

Refunds may be provided where required by law or where PPRX determines that a refund is appropriate.

Examples may include:

• medicines supplied in error by PPRX;
• medicines that are defective upon delivery;
• duplicate payments;
• orders cancelled by PPRX before dispensing;
• orders which cannot be clinically approved.

Refunds will normally be made using the original payment method.

Nothing within these Terms limits your statutory rights.

37. Circumstances Where Refunds Will Not Normally Be Provided

Subject to your statutory rights, PPRX shall not provide a refund, replacement or redelivery where loss or damage arises from the customer’s own acts or omissions.

Examples include, but are not limited to:

• providing an incorrect delivery address;
• providing incomplete delivery information;
• refusing delivery without prior agreement from PPRX;
• failing to collect a parcel after delivery attempts;
• failing to retrieve a parcel from a nominated safe place;
• failing to refrigerate medicines after delivery where required;
• storing medicines incorrectly after delivery;
• changing your mind after medicines have been dispensed;
• ordering the incorrect medicine or strength;
• no longer wishing to receive treatment after dispensing;
• failing to read product information provided before ordering.

Where medicines become unsuitable for use because of the customer’s actions after dispatch, PPRX shall not be obliged to provide a refund, replacement or redelivery.

38. Customer Claims

If you believe there is an issue with your order, you should notify PPRX as soon as reasonably practicable.

PPRX may request reasonable information before investigating any claim.

Depending upon the nature of the claim, this may include:

• photographs;
• delivery packaging;
• shipping labels;
• product details;
• order information;
• communications relating to the delivery.

Customers agree to cooperate with reasonable investigations.

Failure to provide reasonably requested information may affect our ability to assess a claim.

39. Delivery Disputes

Where a customer claims that an order has not been delivered, PPRX may investigate using information available from the delivery provider.

This may include:

• delivery tracking information;
• delivery confirmation;
• delivery timestamps;
• delivery photographs where available;
• GPS or location information recorded by the courier where available;
• collection records;
• recipient signatures where available;
• communications with the delivery provider.

PPRX reserves the right to rely upon this information when determining whether an order has been successfully delivered.

PPRX reserves the right to rely upon such information as evidence when responding to payment disputes, chargebacks or legal proceedings relating to delivery.

40. Temperature-Related Claims

Customers who believe refrigerated medicines may have been affected during transportation should contact PPRX before disposing of the medicine.

Customers should not assume that medicines have become ineffective solely because:

• the parcel feels warm;
• ice packs have thawed;
• insulation is no longer cold;
• the weather was warm.

Manufacturer guidance may permit temporary exposure to ambient temperatures without affecting product quality.

PPRX reserves the right to investigate temperature-related concerns before considering any replacement or refund.

41. Chargebacks

If you have any concerns regarding your order, we ask that you contact PPRX before requesting a payment reversal through your card issuer or payment provider.

Many issues can be resolved more quickly through our customer service team than through the chargeback process.

Where a chargeback or payment dispute is initiated, PPRX reserves the right to provide relevant information to the payment provider or card issuer for the purpose of responding to the dispute.

Such information may include, where applicable:

• consultation records;
• prescribing records;
• dispensing records;
• order history;
• communications with the customer;
• delivery tracking;
• delivery confirmation;
• delivery photographs where available;
• GPS or location information recorded by the delivery provider where available;
• payment information;
• customer correspondence;
• any other information reasonably required to investigate the dispute.

Nothing within this clause limits your legal right to dispute an unauthorised or fraudulent card transaction.

Initiating a chargeback or payment dispute does not prevent PPRX from exercising any contractual or legal rights available to it.

42. Fraudulent Claims

PPRX takes fraudulent claims seriously.

Where we reasonably believe that a claim is dishonest or deliberately misleading, we reserve the right to investigate the matter fully.

Examples include, but are not limited to:

• knowingly making false delivery claims;
• knowingly making false claims regarding missing items;
• knowingly making false temperature claims;
• knowingly submitting altered or misleading evidence;
• deliberately providing false information during an investigation;
• repeated unsupported refund requests;
• repeated chargebacks without reasonable grounds.

Where appropriate, PPRX reserves the right to:

• refuse future orders;
• suspend or close customer accounts;
• defend any payment dispute;
• recover losses through lawful means;
• report suspected criminal activity to relevant authorities where appropriate.

Nothing in this clause prevents customers from raising genuine concerns in good faith.

knowingly making false claims that refrigerated medicines were delivered warm without reasonable evidence.

43. Abuse of Goodwill

Where PPRX voluntarily provides a refund, replacement or other goodwill gesture, this does not create a continuing obligation to do so in future.

Each matter will be assessed on its own individual facts.

Previous goodwill gestures shall not establish any precedent or contractual entitlement.

44. Limitation Regarding Customer Error

PPRX shall not be responsible for losses arising solely from:

• incorrect information supplied by the customer;
• failure to follow delivery instructions;
• failure to follow storage instructions;
• misuse of medicines after delivery;
• failure to read information supplied with medicines;
• failure to contact PPRX promptly where assistance was reasonably required.

Customers remain responsible for using medicines strictly in accordance with the manufacturer’s instructions and advice provided by the prescribing clinician.

45. Customer Accounts

You are responsible for maintaining the confidentiality of your account credentials, including your username and password.

You must not:

• share your login details with another person;
• allow another person to access your account;
• create multiple customer accounts for the purpose of circumventing clinical or purchasing restrictions;
• impersonate another individual.

You must notify PPRX immediately if you believe your account has been accessed without your permission.

PPRX shall not be responsible for losses resulting from unauthorised access to your account where reasonable account security has not been maintained by you.

46. Acceptable Use of the Website

You agree to use the Website lawfully and responsibly.

You must not:

• use the Website for unlawful purposes;
• interfere with the operation or security of the Website;
• introduce viruses, malware or malicious software;
• attempt unauthorised access to any part of our systems;
• use automated software, bots or scraping tools without our written consent;
• submit false, misleading or fraudulent information;
• misuse our prescribing or consultation services.

PPRX reserves the right to suspend or permanently block access where these Terms are breached.

47. Customer Communications

By placing an order or creating an account, you agree that PPRX may contact you regarding:

• your consultation;
• your prescription;
• your order;
• delivery updates;
• medicine safety;
• pharmacy services;
• regulatory requirements;
• account administration.

Where legally required, marketing communications will only be sent where you have provided the necessary consent.

You may withdraw marketing consent at any time without affecting essential service communications.

48. Privacy and Data Protection

PPRX processes personal information in accordance with:

• UK General Data Protection Regulation (UK GDPR);
• Data Protection Act 2018;
• our Privacy Policy.

Personal information may be processed where necessary to:

• provide healthcare services;
• assess clinical suitability;
• dispense medicines;
• comply with legal obligations;
• investigate fraud;
• prevent crime;
• defend legal claims;
• comply with regulatory requirements.

Where appropriate and lawful, information may be shared with:

• prescribing clinicians;
• pharmacists;
• your GP or GP practice;
• NHS services;
• regulatory authorities;
• delivery providers;
• payment providers;
• law enforcement agencies where legally required.

Further information is available within our Privacy Policy.

49. Intellectual Property

All content appearing on the Website, including but not limited to:

• text;
• graphics;
• logos;
• branding;
• images;
• videos;
• software;
• website design;
• product descriptions;
• downloadable materials;

remains the intellectual property of PPRX or its licensors unless otherwise stated.

Nothing within these Terms grants any licence or ownership rights.

You may not reproduce, distribute, modify or commercially exploit any Website content without our prior written consent.

50. Website Availability

Whilst we aim to ensure that our Website remains available at all times, uninterrupted access cannot be guaranteed.

Access may occasionally be interrupted due to:

• maintenance;
• software updates;
• technical faults;
• cyber security incidents;
• failures affecting third-party providers;
• circumstances outside our reasonable control.

PPRX shall not be liable for temporary interruptions to Website availability.

51. Limitation of Liability

Nothing within these Terms excludes or limits liability where such exclusion would be unlawful, including liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• any liability that cannot lawfully be excluded under applicable law.

Subject to the above, PPRX shall not be liable for indirect or consequential losses arising from:

• delays outside our reasonable control;
• incorrect information supplied by the customer;
• misuse of medicines;
• failure to follow medical advice;
• failure to follow storage instructions;
• customer failure to comply with these Terms.

Nothing within these Terms affects your statutory rights.

52. Complaints

PPRX aims to provide high standards of patient care and customer service.

If you are dissatisfied with any aspect of our service, you should contact us as soon as reasonably practicable.

Complaints may be submitted by:

Email:
info@pprxpharmacy.co.uk

Telephone:
0208 191 3034

Post:

Unit 206

Bizspace Business Centre

4–6 Wadsworth Road

Perivale

Greenford

UB6 7JJ

We will investigate complaints fairly, promptly and in accordance with our complaints procedure.

Where appropriate, customers may also raise concerns with relevant regulatory bodies.

53. Events Outside Our Reasonable Control

PPRX shall not be responsible for delays or failures caused by circumstances beyond our reasonable control.

These may include:

• industrial action;
• natural disasters;
• severe weather;
• transport disruption;
• internet outages;
• cyber attacks;
• power failures;
• government restrictions;
• pandemics;
• failures affecting third-party suppliers or delivery providers.
• interruption to temperature-controlled delivery services

Where reasonably possible, we will take appropriate steps to minimise disruption.

54. Changes to these Terms

PPRX may amend these Terms from time to time.

Updated versions will be published on our Website.

The latest published version shall apply to future use of our services.

Where changes materially affect existing contractual rights, we will take reasonable steps to notify affected customers where required by law.

55. Entire Agreement

These Terms, together with our Privacy Policy, Cookie Policy and any other policies expressly incorporated by reference, constitute the entire agreement between you and PPRX relating to your use of our services.

If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions shall continue in full force and effect.

Failure by PPRX to enforce any provision shall not constitute a waiver of that provision or any other rights.

56. Governing Law and Jurisdiction

These Terms shall be governed by and interpreted in accordance with the laws of England and Wales.

Any dispute arising from or relating to these Terms or the services provided by PPRX shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where mandatory consumer protection legislation provides otherwise.

57. Contact Information

The Look It Ltd trading as PPRX

Company Number: 15869720

GPhC Registration Number: 9012740

Registered Address:

Unit 206

Bizspace Business Centre

4–6 Wadsworth Road

Perivale

Greenford

UB6 7JJ

Email: info@pprxpharmacy.co.uk

Telephone: 0208 191 3034

Website: www.pprx.co.uk

58. Scope of Weight Management Services

PPRX provides clinical consultations and, where clinically appropriate, supplies prescription medicines for weight management.

Weight management services are intended only for patients who meet the prescribing criteria determined by our clinicians and applicable clinical guidance.

Submission of an online consultation does not guarantee that treatment will be prescribed or supplied.

All prescribing decisions remain entirely at the discretion of the prescribing clinician.

59. Clinical Eligibility

Before prescribing weight management medication, PPRX will assess whether treatment is clinically appropriate.

Our assessment may include, but is not limited to:

• your age;
• your current weight;
• your height;
• your Body Mass Index (BMI);
• your medical history;
• current medication;
• allergies;
• previous weight loss treatments;
• pregnancy or breastfeeding status;
• relevant medical conditions;
• any other clinical information considered necessary.

We reserve the right to request additional information before making a prescribing decision.

Failure to provide requested information may result in your consultation being declined.

60. Accuracy of Information

Weight management consultations rely upon the information provided by you.

You confirm that all information submitted during your consultation is accurate, complete and truthful.

You must not knowingly provide false or misleading information regarding:

• your weight;
• your height;
• BMI;
• photographs;
• medical history;
• previous treatment;
• current medication;
• existing health conditions.

Providing false information may result in treatment being refused, delayed or discontinued.

Where inaccurate information supplied by you affects a clinical decision, PPRX shall not be responsible for any resulting consequences.

61. Verification

To ensure safe prescribing and to reduce fraud, PPRX may request additional verification before supplying treatment.

This may include:

• recent photographs;
• identification documents;
• confirmation of current weight;
• confirmation of height;
• confirmation of previous prescriptions;
• confirmation of current medication;
• confirmation from your GP where appropriate.

Verification requirements may change without notice in response to changes in legislation, regulatory guidance or clinical practice.

62. Clinical Review

Each consultation is assessed individually.

A previous prescription does not guarantee approval of future prescriptions.

Our clinicians may decide:

• treatment remains appropriate;
• a different strength should be supplied;
• treatment should be delayed;
• further assessment is required;
• treatment should not continue.

Clinical decisions are based on patient safety and not customer preference.

63. Repeat Prescriptions

Patients requesting repeat prescriptions must continue to satisfy our prescribing criteria.

PPRX reserves the right to request updated clinical information before issuing repeat prescriptions.

Repeat prescribing may be refused where:

• treatment is no longer clinically appropriate;
• unacceptable side effects have occurred;
• significant weight changes require reassessment;
• there are concerns regarding misuse;
• there are concerns regarding patient safety.

64. Supply Limits

PPRX reserves the right to limit the quantity of medicines supplied in any individual order.

We may also delay, refuse or cancel orders where we reasonably believe:

• duplicate treatment is being obtained;
• medicines are being ordered excessively;
• medicines are being obtained from multiple providers simultaneously;
• further clinical review is required.

Such decisions are made solely in the interests of patient safety.

65. Treatment Interruptions

Patients are responsible for taking medicines strictly in accordance with the manufacturer’s instructions and advice provided by the prescribing clinician.

If treatment has been interrupted, discontinued or doses have been missed, you should not assume it is appropriate simply to restart treatment at your previous dose.

You should contact PPRX before recommencing treatment where clinical advice may be required.

66. Adverse Effects

All medicines may cause side effects.

Patients should read the Patient Information Leaflet supplied with their medicine before commencing treatment.

If you experience severe, unexpected or persistent side effects, you should seek appropriate medical advice immediately.

In an emergency, you should contact the emergency services or attend your nearest Accident and Emergency Department.

PPRX cannot provide emergency medical care.

67. Storage Responsibilities

Following delivery, you are solely responsible for ensuring medicines are stored correctly.

Failure to store medicines in accordance with the manufacturer’s instructions may affect their quality.

PPRX shall not be responsible for medicines that become unsuitable for use because they have been incorrectly stored after delivery.

68. Disposal of Medicines

Unused or expired medicines should not be disposed of in household waste or flushed into drains.

Medicines should be returned to an appropriate community pharmacy for safe disposal.

Medicines should never be shared with another individual.

69. Misuse of Weight Management Medicines

Medicines supplied by PPRX are prescribed solely for the individual named on the prescription.

You must not:

• supply medicines to another person;
• sell medicines; 
• advertise medicines for resale;
• use medicines contrary to medical advice;
• obtain medicines using another person’s identity;
• obtain medicines for commercial purposes.

Where misuse is suspected, PPRX reserves the right to refuse future treatment and take any other action considered appropriate.

70. Future Weight Management Medicines

These Terms apply not only to Mounjaro® and Wegovy®, but also to any future weight management medicines supplied by PPRX unless expressly stated otherwise.

References to refrigerated medicines, GLP-1 medicines or weight management treatments shall include any equivalent products supplied by PPRX in the future.

71. Investigation of Customer Claims

PPRX is committed to investigating all genuine customer concerns fairly, promptly and objectively.

Where a customer reports an issue relating to an order, consultation, prescription, payment or delivery, we may conduct an investigation before determining whether any refund, replacement, redelivery or other remedy is appropriate.

Each matter will be assessed on its own individual facts.

The existence of a complaint does not automatically mean that PPRX has acted incorrectly or that compensation is payable.

72. Evidence Considered During Investigations

In order to investigate claims, PPRX may consider any information reasonably available to us.

This may include, where applicable:

• consultation records;
• order history;
• payment records;
• prescription records;
• dispensing records;
• communications between PPRX and the customer;
• communications with the delivery provider;
• delivery tracking information;
• delivery confirmation records;
• delivery photographs where available;
• GPS or location data recorded by the delivery provider where available;
• collection records;
• recipient signatures where available;
• customer supplied photographs;
• customer supplied correspondence;
• any other information reasonably relevant to the investigation.

No single item of evidence shall necessarily determine the outcome of an investigation.

73. Customer Cooperation

Customers agree to cooperate with any reasonable investigation relating to their order.

Where reasonably requested, customers may be asked to provide:

• photographs;
• packaging;
• shipping labels;
• details of the delivery location;
• confirmation that neighbours or household members have been asked;
• confirmation that nominated safe places have been checked;
• any other information reasonably required.

Failure to provide information reasonably requested may affect our ability to investigate a claim.

74. Preservation of Packaging

Where a customer intends to report:

• missing medicines;
• incorrect medicines;
• damaged medicines;
• damaged packaging;
• suspected transit issues;

the customer should retain the external packaging, internal packaging and shipping labels until the investigation has been completed.

Customers should not dispose of packaging before contacting PPRX where they intend to make a claim.

Failure to retain packaging may affect our ability to investigate the matter.

75. False or Misleading Information

Customers must not knowingly provide false, misleading or altered information when communicating with PPRX.

This includes, but is not limited to:

• false delivery claims;
• false temperature claims;
• false identity information;
• altered photographs;
• misleading statements;
• deliberately incomplete information;
• fabricated evidence;
• false declarations made during consultations.

Providing false information may result in PPRX refusing future services and taking any other lawful action considered appropriate.

76. Fraud Prevention

PPRX operates fraud prevention measures designed to protect patients, healthcare professionals and the business from dishonest activity.

Where we reasonably believe that an order or claim may involve fraud or attempted fraud, we reserve the right to:

• delay processing whilst enquiries are undertaken;
• request additional verification;
• refuse future orders;
• suspend customer accounts;
• permanently close customer accounts;
• defend payment disputes;
• recover losses through lawful means;
• report suspected criminal activity to the appropriate authorities where appropriate.

Nothing within this clause prevents genuine customers from raising legitimate concerns.

77. Repeated Unsupported Claims

Where a customer repeatedly submits claims that are not supported by the available evidence, PPRX reserves the right to conduct enhanced verification for future orders.

This may include requesting additional identity verification, further clinical information or other reasonable evidence before supplying medicines.

Repeated unsupported claims may also result in future orders being refused where this is considered necessary to protect the integrity of our services.

78. Abuse of Staff

PPRX is committed to providing a safe working environment for all members of staff.

Customers must not engage in abusive, threatening, intimidating, discriminatory or offensive behaviour towards our employees, pharmacists, prescribers or customer service representatives.

Where such behaviour occurs, PPRX reserves the right to:

• terminate telephone calls;
• end online communications;
• refuse future services;
• suspend customer accounts;
• report serious incidents to the relevant authorities where appropriate.

Nothing in this clause affects a customer’s right to raise genuine complaints respectfully.

79. Recovery of Losses

Where PPRX suffers financial loss as a direct result of fraudulent or dishonest conduct by a customer, we reserve the right to recover those losses using any lawful means available.

This may include losses arising from:

• fraudulent payment disputes;
• fraudulent refund claims;
• dishonest delivery claims;
• deliberate misuse of promotional offers;
• misuse of prescription services.

This clause does not limit any other legal rights available to PPRX.

80. No Waiver

If PPRX chooses not to enforce any provision of these Terms on one occasion, this shall not prevent us from enforcing the same provision on any future occasion.

Any goodwill gesture, discretionary refund or exception made by PPRX shall not create a legal obligation to make similar decisions in future.

Each matter will be assessed individually based on its own facts.

81. Reservation of Rights

Nothing within these Terms limits any statutory rights available to consumers under applicable law.

Likewise, nothing within these Terms limits any legal, contractual or regulatory rights available to PPRX to protect patient safety, prevent fraud, recover losses or comply with its obligations as a registered pharmacy.

82. Order Processing Times

PPRX aims to process eligible orders as quickly as possible.

Processing times published on our Website are estimates only and are not guaranteed.

Orders requiring additional clinical review, identity verification or clarification may take longer to process.

Orders are not processed until all required information has been received.

83. Dispatch Days

PPRX normally dispatches orders on working days.

Dispatch schedules may change during:

• weekends;
• public holidays;
• bank holidays;
• severe weather;
• exceptional operational circumstances.

Certain medicines requiring temperature-controlled transport may not be dispatched immediately before periods where delivery cannot reasonably be expected within the appropriate timeframe.

PPRX reserves the right to delay dispatch where this is necessary to protect product quality or patient safety.

84. Delivery Addresses

Customers are responsible for selecting an appropriate delivery address.

Medicines should only be delivered to locations where they can be received and stored safely.

Where delivery is requested to hotels, workplaces, shared accommodation or other third-party premises, the customer accepts responsibility for ensuring the recipient is authorised to accept delivery.

Whilst PPRX may deliver to workplaces, hotels, temporary accommodation or other customer-requested addresses, it is the customer’s responsibility to ensure:

• they are authorised to receive deliveries at that location;
• someone is available to accept delivery where appropriate;
• refrigerated medicines can be stored correctly immediately after delivery.

PPRX accepts no responsibility for medicines delivered correctly to an address nominated by the customer where the customer is unavailable or unable to retrieve the parcel promptly.

85. Product Availability and Substitutions

Occasionally a medicine or healthcare product may become unavailable after an order has been placed.

PPRX will not substitute a prescribed medicine for an alternative product without appropriate clinical consideration and, where required, your agreement.

If a product cannot be supplied, PPRX may:

• delay the order;
• cancel the order and issue a refund where appropriate;
• contact you regarding available options.

86. Promotional Offers

From time to time PPRX may offer promotional discounts, voucher codes or special offers.

Unless expressly stated otherwise:

• only one promotional offer may be applied per order;
• promotional offers cannot be exchanged for cash;
• promotional offers have no cash value;
• promotional offers may be withdrawn or amended at any time;
• promotional offers may exclude prescription medicines or other specified products.

PPRX reserves the right to cancel or refuse promotional discounts where misuse, fraud, technical error or abuse is suspected.

87. Pricing Errors

Whilst every reasonable effort is made to ensure that pricing information is accurate, errors may occasionally occur.

Where an obvious pricing error has occurred, PPRX reserves the right to:

• cancel the order;
• refuse to supply the product at the incorrect price;
• issue a full refund where payment has already been taken.

We will notify you as soon as reasonably practicable if such an error is identified.

88. Customer Communications

Customers are responsible for monitoring the email address and telephone number provided during registration.

PPRX may contact customers regarding:

• clinical queries;
• prescription approval;
• additional information requests;
• delivery issues;
• medicine safety;
• recalls;
• account administration;
• complaints.

Failure to respond to reasonable requests for information may delay or prevent the supply of medicines.

89. Customer Support

PPRX aims to respond to customer enquiries within reasonable timescales.

Response times may vary depending upon:

• enquiry volume;
• clinical complexity;
• weekends;
• public holidays;
• operational demand.

Response time estimates do not form part of any contractual obligation.

90. Website Content

The information provided on the PPRX Website is intended for general information purposes only.

Website content should not be interpreted as individual medical advice.

Medical decisions should always be based upon consultation with an appropriately qualified healthcare professional.

Whilst every reasonable effort is made to keep information accurate and up to date, PPRX does not guarantee that all Website content will always be complete, current or free from error.

91. Third-Party Services

PPRX may use third-party service providers in connection with the operation of our business.

These may include providers of:

• payment processing;
• identity verification;
• website hosting;
• courier services;
• communication platforms;
• IT infrastructure;
• fraud prevention;
• regulatory compliance.

Such providers act under their own terms and conditions where applicable.

PPRX is not responsible for the independent services provided by third parties beyond our reasonable control.

92. Electronic Communications

By creating an account or placing an order, you agree that communications between you and PPRX may take place electronically.

Electronic communications may include:

• emails;
• SMS messages;
• Website notifications;
• secure online messages.

Where required by law, electronic communications shall be treated as satisfying any legal requirement that information be provided in writing.

93. Assignment

You may not assign, transfer or otherwise dispose of your rights or obligations under these Terms without the prior written consent of PPRX.

PPRX may assign or transfer its rights and obligations where permitted by law.

94. Severability

If any provision of these Terms is held by a court or competent authority to be invalid, unlawful or unenforceable, that provision shall be severed to the minimum extent necessary.

The remaining provisions shall continue in full force and effect.

95. Waiver

Failure by PPRX to exercise or enforce any right under these Terms shall not constitute a waiver of that right.

Any waiver shall only be effective if made expressly in writing.

96. Entire Agreement

These Terms, together with our Privacy Policy, Cookie Policy and any other policies expressly incorporated by reference, constitute the entire agreement between you and PPRX regarding your use of our services.

They supersede all previous discussions, representations or understandings relating to those services, except where expressly required otherwise by law.

97. Governing Law and Jurisdiction

These Terms and any dispute or claim arising out of or in connection with them shall be governed by the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction to determine any dispute arising from these Terms, except where mandatory consumer protection legislation provides otherwise.

98. Contact Details

The Look It Ltd t/a PPRX

Company Number: 15869720

GPhC Registration Number: 9012740

Unit 206
Bizspace Business Centre
4–6 Wadsworth Road
Perivale
Greenford
UB6 7JJ

Email: info@pprxpharmacy.co.uk

Telephone: 0208 191 3034

Website: www.pprx.co.uk