Introduction

By using the services provided by the platform located at https://patch.dronline.uk, you (“you”) and any User (as defined below) agree to adhere to and be bound by the following Terms and Conditions, as well as all future modifications thereof. References to “we”, “us”, or “our” refer to DrOnline Ltd. References to “User” refers to any person using dronline.uk for services, whether the booking is made personally or pursuant to an arrangement with their employer or another third-party contracting company.

Where a User accesses the services under the terms of their employer or a another

third-party contracting company, any additional terms or conditions imposed by the employer (including fair usage policies) are binding on the User in conjunction with these Terms and Conditions.

This End User Licence Agreement (Our “Terms”) together with Our Fair Use Policy and Our Privacy Policy confirms the basis on which End Users (also referred to in these Terms as “You”, “Your” and/or “Yourself”) are permitted to access the DrOnline website, Products or Services and make use of Our Services. If You do not agree to being bound by Our Terms, then please immediately stop using the website, Products and Services in any manner. By continuing to use the website, Products or Services, You are entering into a binding commitment between You and Us confirming:

(i) You have read, understand, and agree to be bound by these Terms; (ii) that You are of legal age to be bound by these Terms; and (iii) You have the authority to enter into these Terms on a personal basis or on behalf of the legal entity that You have bound to these Terms.

Please note that You should not place reliance upon or use Our website, Products and/or Services in replacement of any emergency services requirements, this includes medical emergency services and any safeguarding emergency services. If You need urgent help, then please immediately call the relevant medical or other emergency services response number (e.g., 999 or 112 in the UK).

These Terms are issued and should be read in conjunction with the Fair Use Policy and Privacy Policy.

A.  General Who we are

This website is owned and operated by DrOnline Ltd, a company incorporated under the laws of England and Wales with company number 14539523 and whose registered office is at 20-22 Wenlock Road, London, N1 7GU, England. The website and its content have been created in accordance with the laws currently in force in the United Kingdom.

DrOnline Ltd is registered with the appropriate UK health and regulatory authorities, ensuring compliance with all necessary legal standards and regulations.

DrOnline offers a range of healthcare services, including OnePlan, a subscription-based healthcare service available to individuals and families. OnePlan subscribers receive access to general GP consultations, acute medicine prescriptions, children’s triage services, sick notes, and referral letters. OnePlan is available on a monthly or yearly subscription basis.

Subscription Services: Dr.Online UK offers subscription-based healthcare services under the OnePlan Subscription. Subscribers receive a set number of free consultations per year, as outlined in their plan. After the free consultation allowance is used, additional consultations may be available at a discounted rate, clearly outlined before purchase.

Transparent Pricing: Dr.Online UK ensures that all pricing, fees, and discounts related to subscription services are clearly stated at the time of sign-up. There are no hidden charges, and all costs are displayed transparently on the website.

Our website

On our website – https://patch.dronline.uk (hereinafter referred to as “the Platform” or simply “DrOnline”) – you can find a community of health professionals in the UK, offering services that adhere to the standards and requirements set forth by the relevant professional bodies. We offer online GP and medical services including video consultations, men’s health services, triage services for children under 18, and other related healthcare services.

DrOnline provides services to individuals who book directly and to third-party payers, such as employers, insurers, or other organisations that procure access on behalf of their employees, members, or beneficiaries. If your access to our services is provided through a third party, the terms of that agreement may include additional conditions regarding your eligibility and service access. Please consult with your employer or plan administrator for details.

How to contact us

• Chat: Available at https://patch.dronline.uk
• Telephone: 07893947543
• Email: info@dronline.uk
• Social Media: Facebook, LinkedIn, and Facebook Messenger

Key information about your consultation will be confirmed via email before your appointment.

Consent to these Terms and Conditions

By accessing and using this website, you and any User agree to comply with these Terms and Conditions. If you do not agree, you and any User should immediately cease access and use of our services.

Violation of these Terms and Conditions

Non-compliance with these Terms may result in the termination of your or the User’s access to services. DrOnline Ltd reserves the right to take legal action where necessary.

Privacy Notice

We reserve the right to use the personal data you or a User enter on this website to provide the services you order and in accordance with our Privacy Notice. Your personal data will be processed in accordance with applicable data protection laws. If your access to our services is provided through a third party, such as your employer, your employer may share necessary personal data with us to facilitate your use of the services. It is your responsibility to ensure that any changes to your personal data are communicated promptly to both us and the third party.

NOTE: Aggregated and anonymised usage data may be used for service improvement purposes. Such data will not include personally identifiable information and will be handled in compliance with data protection regulations.

NOTE: For employer-provided access, anonymised usage reports may be shared with the employer to ensure compliance with service agreements. These reports will not include sensitive medical data or any personally identifiable information without the User’s explicit consent.

Employer or Third-Party Arrangements. If your use of our services is provided as part of an agreement with your employer or another third party:

• You must comply with any fair usage or additional terms imposed by your employer or the third party, in addition to these Terms and Conditions.
• Your employer or the third party is responsible for informing you of such additional terms. It is your responsibility to understand and comply with these terms, and to seek clarification from your employer or the third party if required.

Employers or third parties are responsible for:

• Providing you with access to the services under their agreement with
• Informing you of any restrictions, fair usage limits, or additional conditions associated with your use of the services.

Fair Usage Policy. Users accessing DrOnline services under employer arrangements must comply with any fair usage limits agreed between DrOnline and the employer. Excessive or inappropriate usage may result in additional charges to the employer and/or suspension of access.

B.  Our Services What we offer

DrOnline provides online GP and medical services, including video consultations and access to health professionals via other methods of communication in the United Kingdom. More information about the services we offer can be found on our website at https://patch.dronline.uk.

During video consultations and any services we offer, a personalised evaluation of your or a User’s medical history and health data is performed, including medical advice, treatment plans, and/or recommendations for in-person consultations or emergency services as needed.

NOTE: DrOnline and our health professionals do not have access to NHS health records and will not meet with you or a User in person. We are therefore solely reliant on you and/or any User to correctly and fully inform us of your or the User’s medical history and conditions. You and the User (as applicable) are responsible for the accuracy and authenticity of any data you or a User provides to us or our health professionals.

NOTE: DrOnline’s consultations are designed for non-urgent medical advice and should not be considered a substitute for in-person examinations or ongoing specialist care. Where chronic or complex conditions are identified, you or the User may be referred to an appropriate healthcare provider. DrOnline is not liable for delays in care caused by the failure to follow such recommendations.

NOTE: DrOnline prioritises safeguarding and has a duty to report any concerning disclosures during consultations, including risks of harm to yourself, others, or children. Where necessary, these concerns may be escalated to the appropriate authorities, and Users may be referred to external support agencies.

NOTE: DrOnline health professionals adhere to the guidelines of their respective regulatory bodies (e.g., General Medical Council). Consultations are conducted in accordance with these professional standards. DrOnline reserves the right to terminate consultations that breach professional ethics or where inappropriate behaviour is exhibited by the User.

Where services are provided as part of a third-party agreement (e.g., an employer subscription), your continued access is subject to the terms agreed between DrOnline and your employer. If your employer cancels or fails to maintain their subscription, your access to services may be revoked. You will be notified in advance of any changes affecting your access to services.

DrOnline offers a weight loss service that includes both medicated treatments (prescription medications where clinically appropriate) and non-medicated treatments (lifestyle coaching, nutritional guidance, and exercise plans). All weight loss treatments follow evidence-based medical guidelines and require an initial consultation to assess suitability.

OnePlan is a subscription-based healthcare service that provides general GP consultations for all ages, including acute medicine prescriptions, children’s triage services, sick notes, and referral letters. Subscribers can book GP appointments as part of their plan, subject to availability. OnePlan does not cover specialist consultations, emergency treatment, or chronic disease management beyond standard GP services.

The OnePlan Subscription allows users to book up to 12 GP consultations per subscription year at no additional cost beyond the subscription fee.

After 12 free consultations, subscribers may continue booking appointments at a 50% discounted rate on standard consultation fees.

C.  Access and Use of the Services

Full payment must be received before any services will be provided. The online consultation service operates based on prior scheduling, and full payment of the consultation fee in cleared funds must be received by us prior to the start of the online consultation. Otherwise, the consultation will not go ahead. If you encounter technical difficulties during the booking process, please contact us for assistance.

NOTE: A tolerance of 10 minutes is given. In case of delay without prior notice and after the tolerance period, the consultation is considered terminated without a refund, so punctuality is crucial.

You/and or the User are responsible for ensuring that all information provided to us is accurate, up to date, and complete. This includes any personal data required for booking consultations or accessing services.

NOTE: If a booking is made under an arrangement with a third party (such as your employer), you acknowledge that your access to and use of the services may be governed by the terms of that arrangement in addition to these Terms and Conditions. It is your responsibility to:

• Adhere to any fair usage policies or restrictions imposed by the third party;
• Ensure that all data you provide is accurate and up to date; and
• Provide all necessary information for us to deliver the services

We are not responsible for monitoring or enforcing the terms of your agreement with the third party, and any disputes must be resolved directly between you and the third party. We will not intervene in disputes related to fair usage or other terms imposed by the third party, as these are outside the scope of our agreement with you.

NOTE: If you fail to attend a scheduled consultation, arrive more than 10 minutes late, or cancel with less than 48 hours’ notice, the session may be treated as completed, and no refund will be provided. In certain cases, additional charges may apply in accordance with these Terms and Conditions or any arrangement with a third party facilitating your access to our services.

While we strive to provide uninterrupted access to our platform and services, there may be occasions where access is limited due to technical issues, maintenance, or other circumstances beyond our control. We will endeavour to notify you of planned maintenance or significant disruptions where feasible, but we are not liable for any inconvenience or loss resulting from such interruptions.

If a third party, such as an employer or insurer, is paying for your access to DrOnline services, you are still responsible for complying with these Terms. If your eligibility through the third party changes (e.g., termination of employment, change in insurance coverage), DrOnline reserves the right to suspend or terminate your access unless you choose to continue as a private-paying user.

OnePlan is available to individuals and families on a monthly or yearly subscription basis. Access to services is subject to appointment availability, and DrOnline reserves the right to limit the number of consultations per subscriber in cases of excessive use.

Failure to maintain an active subscription (due to missed payments or cancellation) will result in the loss of access to services. Any booked appointments may be cancelled if the subscription is inactive at the time of the consultation.

OnePlan is a non-transferable service, meaning that only registered subscribers or their designated family members (where applicable) can use the service. Misuse of the subscription, such as booking consultations for non-members, may result in termination of access.

D.  Online Video Consultations

How our online consultations are conducted

Our online consultations are conducted via video call on the Semble platform, which has been evaluated by our Data Protection Officer (DPO) for compliance with data protection laws and the right to privacy of all involved parties and deemed appropriate.

NOTE: Users are responsible for ensuring their devices meet the minimum technical requirements for video consultations, including stable internet connectivity, functioning audio and video capabilities, and a secure, private environment. DrOnline is not liable for disruptions caused by inadequate technical setups on the User’s side.

E.  Payment

Full payment must be received before any services will be provided. The consultation fee and/or the fees for any services must be paid in full before the scheduled time or the provision of such services (as applicable). Where payment has not been received, the consultation will not proceed and/or no services will be provided.

If your access to DrOnline services is funded by a third party (such as an employer or an insurance provider), payment arrangements will be handled between DrOnline and the third party. You will not be responsible for direct payments unless otherwise stated. However, if a third party fails to make payment, DrOnline reserves the right to revoke access to services. You may also be given the option to continue services at your own expense if third-party funding ends.

OnePlan is available as a subscription service with two payment options: monthly and yearly. Subscribers agree that payments will be automatically deducted from their chosen payment method unless cancelled in accordance with these Terms.

If a payment is missed, DrOnline reserves the right to suspend or terminate access to the subscription service. Subscribers will be notified if payment is unsuccessful and will have 7 days to update their payment details before service is revoked.

OnePlan subscriptions automatically renew unless cancelled prior to the next billing date. Yearly subscriptions are non-refundable after the 14-day cancellation period, except where required by law.

F. Cancellation and Rescheduling

If the health professional is unable to attend the session at the scheduled time, you or the User will be notified as soon as possible. In such cases, you may request a refund or reschedule the consultation. If a cancellation is made by you or a User within 48 hours of the consultation, no refund will be provided.

NOTE: In cases of significant service disruption caused by factors beyond our control, including technical failures or platform outages, we will offer Users the option to reschedule or receive a full refund for any consultations that could not proceed. Such refunds are subject to a written request submitted within 14 days of the disruption.

If you access DrOnline services via a third-party payer, cancellation policies still apply. If an employer or insurer cancels your access, you may lose entitlement to further services unless you transition to a private-paying subscription.

Subscribers may cancel their OnePlan subscription within 14 days of purchase only if no services have been used. If any appointment has been attended, prescription issued, or service used, no refund will be provided.

Where a cancellation is made by a user, cancellations must be requested via email to customer support (info@dronline.uk). Refunds for eligible cancellations will be processed within 14 days via the original payment method.

After the 14-day cooling-off period, subscribers can cancel their subscription at any time, but no refunds will be given for the remaining period of the subscription. Cancellation will take effect at the end of the current billing cycle.

G.  Refund Policy

• Cancellations within 48 hours of an appointment: If you book a consultation that is scheduled within 14 days of purchase, you acknowledge and agree that you waive your statutory right to cancel under the Consumer Contracts Regulations. Any cancellations made within 48 hours of the appointment will not be refunded.
• What to do if you change your mind: If you change your mind, contact us via the contact methods at Section A above or fill in the online form at

https://patch.dronline.uk/contact/. We will refund you as soon as possible and within 14 days.

• If you subscribe to OnePlan and change your mind within 14 days, you may request a full refund, provided that no services have been used. If any appointment has taken place, or a prescription has been issued, the subscription becomes non-refundable.
• For monthly subscriptions, cancellation will take effect at the next billing cycle. For yearly subscriptions, no refunds will be provided after the 14-day cooling-off
• OnePlan Subscription Refunds: Subscribers can cancel their OnePlan subscription within 14 days of purchase, provided that no consultations have been used. If any appointment has been attended, the subscription is non-refundable, even if other appointments remain unused.
• Additional Consultation Charges: After 12 free consultations, subscribers may book additional appointments at a 50% discounted rate. Any charges for additional consultations are clearly stated at checkout and must be paid in full before the appointment.

H.  Response to Inquiries and Operating Hours

• Doctor Availability: Our doctors are available for consultations seven days a week from 7:00 AM to 10:00 PM (UK time).
• Administrative Support Desk Hours: Our administrative support team is available from Monday to Sunday, 9:00 AM to 6:00 PM (UK time).
• Bank Holidays: Our operating hours on UK bank holidays may Any changes to availability will be communicated in advance.

I.  Prescriptions Issuing Treatments

Dr.Online’s doctors (GPs) issue prescriptions via the Semble and Signature Rx platforms, following National Institute for Health and Care Excellence (NICE) UK guidelines.

Prescriptions provided during a consultation will be valid as indicated on the issued document. If a prescription needs to be reissued due to expiration, pharmacy stock shortages, requests for additional medication, or substitution at the request of the patient, a new treatment request must be made.

DrOnline prescribes weight loss medications where clinically appropriate and in compliance with UK regulatory guidelines. Not all patients will be eligible for prescription weight loss medication. Eligibility is determined by our clinicians based on medical history, BMI, and other clinical factors. Lifestyle-based weight loss programmes are available for those who do not meet the criteria for medicated treatment.

DrOnline does not prescribe controlled substances for weight loss. Prescription options are limited to medications deemed appropriate by regulatory bodies and subject to individual medical assessment.

Limitations on Prescription Services

• Chronic and Long-Term Conditions: Our prescription service is not intended for patients requiring ongoing medication for chronic If a consultation reveals that a patient requires a general or specialist medical review, prescriptions will only be issued after any necessary consultations have been completed and any associated fees have been settled.
• Controlled Drugs & Specialist Medications: Online does not prescribe controlled substances, specialist medications, or treatments requiring oversight from a specialist clinician.
• Dental Concerns: We do not prescribe medications for dental issues, including infections or pain management related to dental Patients requiring dental treatment should consult a dentist.
• Discretionary Refusals: Online reserves the right to decline consultations or refuse to issue a prescription if, at our sole discretion, it is deemed inappropriate or not in the patient’s best interest.

Patient Responsibilities

By using Dr.Online’s prescription service, you agree:

1. That all information provided to our doctors is true, accurate, and complete, and you will notify us of any relevant changes before or during b) That only you, or the person named on the prescription, will take the prescribed medication. c) To follow all medical advice and instructions provided by the prescribing doctor. d) To seek immediate medical attention if you experience adverse effects from the prescribed medication.

Pharmacy Fulfillment & Prescription Validity

• Patients are responsible for ensuring prescriptions are filled at a pharmacy of their choice and covering any costs associated with purchasing the medication.
• Online does not guarantee medication availability at any pharmacy and is not liable for pharmacy-related issues, including stock shortages, errors, or product defects.
• Online provides prescription services exclusively within the United Kingdom, and prescriptions can only be issued to patients who are UK residents. If you are not based in the UK, you must inform the doctor before the prescription is issued.

J.  Permitted Use of Our Website

Our website is for non-commercial use only. Access to and use of this website are permitted for personal, non-commercial purposes, meaning the website must only be accessed and used directly by private individuals. Access and use of this website for purposes beyond personal, non-commercial use are strictly prohibited.

You may not use this website:

• In any unlawful, fraudulent, or commercial manner;
• To gain market insights about brands or specific digital influencers;
• To harm, abuse, embarrass, defame, slander, threaten, or harass another person or entity, or in a way that invades someone else’s privacy or is obscene, offensive, hateful, indecent, inappropriate, objectionable, discriminatory, or damaging as determined by us;
• To modify or reverse engineer any part of the website;
• In a way that interferes with, disrupts, or imposes an unreasonable or disproportionately large burden on our communications and technical systems as determined by us; or
• Using any automated computer code, process, program, robot, web crawler, spider, data mining, trawling, or other ‘screen scraping’ software, system, or program.

We can restrict your use of our website at any time or make changes to how consultations or services are delivered. We reserve the right to change the access method or even the format of the consultations, or other products or services that you have purchased, by making them available through other platforms or even in file format, to ensure access for the agreed time from the purchase date. Such changes will not negatively affect your or a User’s use of the service.

Subscription Misuse: The OnePlan Subscription is intended for individual or family use only. It must not be shared, and any attempt to resell, transfer, or misuse the subscription to obtain additional free consultations will result in termination without refund.

We reserve the right to present, delete, edit, withdraw, or modify any data, content, materials, or information displayed on our website or any product associated with DrOnline at any time. The same applies to DrOnline’s social media channels.

Where your access to the website and services is facilitated by a third party, you must use the website in accordance with both these Terms and Conditions and any additional terms imposed by the third party. Any misuse or violation of such terms may result in the termination of your access.

By using our platform, you agree not to misuse our platform or services, including booking consultations for purposes other than your legitimate medical needs. Misuse of the platform, including excessive usage outside reasonable limits, may result in suspension or termination of your access to our services.

K.  Intellectual Property Rights

The rights to the information, content, and materials on this website, Instagram, LinkedIn and Facebook belonging to DrOnline.uk are owned by DrOnline Ltd. You may print, copy,

download, or store excerpts of content, material, or information from these platforms for your personal use.

NOTE: You may not reproduce, in whole or in part, the content of this website or any material from the aforementioned platforms, nor use the content, in whole or in part, for commercial purposes, even with due credits attributed.

L.  Limitation of Liability

We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:

• It was not obvious that it would happen and nothing you or a User said to us before we accepted your booking meant we should have expected it (so, in the law, the loss was unforeseeable);
• Caused by a delaying event outside our control. If our supply of your or a User’s service is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the However, where the delay is longer than 1 hour from the scheduled time of your online video consultation or in respect of another service is likely to be substantial, you can contact us to end the contract and receive a refund for any services you have paid for in advance, but not received;
• Something you or a User could have avoided by taking reasonable action, including following our reasonable instructions for use; or
• A business It relates to your or a User’s use of a service for the purposes of your or the User’s trade, business, craft or profession.
• DrOnline provides medically supervised weight loss treatments; however, individual results may vary. We do not guarantee specific weight loss outcomes. Side effects and risks associated with weight loss medications will be discussed during consultations, and patients must follow medical advice regarding usage. DrOnline is not responsible for failure to achieve weight loss goals or for any adverse reactions to medications prescribed.
• DrOnline makes every effort to provide timely access to GP consultations under OnePlan. However, appointment availability is subject to scheduling and doctor capacity. DrOnline does not guarantee immediate access to a doctor at all
• OnePlan does not cover emergency medical care, long-term condition management, or specialist consultations. Subscribers are responsible for ensuring that their healthcare needs align with the services provided under OnePlan.
• Subscription Service Limitation: Dr.Online UK provides OnePlan Subscription services based on a fair use The 12 free consultations per subscription year and any discounted additional consultations are subject to availability. Dr.Online UK is not liable for any missed appointments due to high demand or scheduling conflicts.
• Discounted Appointments: Any discounted consultations beyond the free allowance must be booked within the subscription Unused discounts or free consultations do not roll over into the next subscription year.

M.  Changes to these Terms and Conditions

We can always change a service:

• To reflect changes in relevant laws and regulatory requirements; and
• To make minor technical adjustments and improvements, for example to address a security threat or to provide the services in an alternative These are changes that don’t affect your use of the service.

N.  You have several options for resolving disputes with us

Our complaints policy. Our Customer Service Team will do their best to resolve any problems you or a User has with us or our services as per our Complaints policy: [https://patch.dronline.uk/complaints/].

Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to CEDR through their website at [https://www.cedr.com/submit-a-complaint/]. CEDR does not charge you for making a complaint and if you’re not satisfied with the outcome you can still go to court.

O.  Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your service. We’ll contact you to let you know if we plan to do this. If you’re unhappy with the transfer you can contact our Customer Service Team to end the contract within 30 days of us telling you about it and before the services are provided and we will refund you any payments you’ve made in advance for services not provided.