Terms & Conditions

1. THESE TERMS

1.1 What these terms cover. These are the terms and conditions on which we supply medication to you. Please read these terms carefully before you submit your prescription order to us. These terms tell you who we are, how we will provide medication to you, what to do if there is a problem and other important information.

2. INFORMATION ABOUT US AND HOW TO CONTACT US

2.1 Who we are. We are Rokshaw Limited trading as Curaleaf Pharmacy (“Curaleaf Pharmacy”) with our registered office address at Unit 8, Rivergreen Industrial Estate, Sunderland, Tyne and Wear, SR4 6AD. Rokshaw Limited is a company incorporated in England and Wales with company number 8154114.

Curaleaf Pharmacy is managed by qualified pharmacists and registered with the General Pharmaceutical Council with registration number 9011793.

2.2 How to contact us. You can contact us in the following ways:

Freephone: 0800 1412 055

Email: [email protected]

Help centre: Click here

2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address provided to us with your prescription or if you have opened an account with us.

3. THE ORDERING PROCESS

3.1 How we will accept your order for medication. In order to comply with Safeguarding regulations and Know Your Customer (KYC) checks we will run a soft database check through our third party supplier on your first order and after any designatory changes.

Our acceptance of your prescription will take place when we email you to accept it albeit that preparation of your order will not commence until we have received your prescription and you have paid for it pursuant to paragraph 4.1

3.2 If we cannot accept your order. If we are unable to accept the order, we will inform you of this via email and will not charge you for the product. This might be because the product is out of stock, because of unexpected delays or problems with third party suppliers which we could not reasonably plan for or because we have identified an error in the prescription. In such instances we will return your prescription to your clinic.

3.3 Prescription Validity. Where the prescription contains certain controlled drugs, a private prescription is only valid for twenty-eight days from the time of writing. This means that an order for medication must be made within this timescale. Curaleaf Pharmacy cannot take orders for a prescription that is no longer valid. Please be aware that the current lead time for medication is 1-5 working days this may lead to your prescription expiring before we are able to dispense your medication.

3.4 Your order. You can view your full order history by logging into your portal.

3.5 Expiry dates. Due to the usual short-dated nature of many unlicensed medicines, we recommend that when you pay for orders, consider only doing so for quantities that will cover a one-month treatment-period. Regrettably, we will not be liable for any additional prescribing or courier fees that may be incurred as a result

4. PAYMENT & CHARGES

4.1 Curaleaf Pharmacy provides medication for patients based on their individual prescriptions, therefore patients must pay for their medication before it will be picked this includes ordering the medication from a third party supplier. Only once you have paid for your prescription will a contract come into existence between you and Curaleaf Pharmacy and until such time as (i) your order has been accepted (ii) your prescription has been received and (iii) payment for that prescription has been made, we will not have any liability to you and it will be your responsibility to contact us within 30 days regarding any order you may have placed through our website if there is any delay.

4.2 Charges. In addition to being charged for the products ordered, you may also be charged for postage and packaging of your medication. The total amount of charges payable by you will be notified to you in accordance with paragraph 5.2 below.

4.3 Payment Methods. Payment is only accepted by debit or credit card. Receipts will be emailed after the payment is taken. In providing payment card details, you authorise Curaleaf Pharmacy to take payment in full for the applicable prescription charges, postage and packing charges and any other charges that become due to us under these terms. Where you may be entitled to a refund, it will only be made using the payment gateway and/or card originally used for payment.

5. DELIVERY OF MEDICATION

5.1 No retail outlet. Curaleaf Pharmacy does not have a retail outlet and we are only able to take orders directly from your GP or clinic via a prescription supplied in the post. Once dispensed, medications will be posted to the patient using the patient address provided by the clinic and verified during our KYC checks at the time of order or to the alternative delivery address given at the point of ordering.

5.2 Delivery times. At the point of confirming acceptance of your order, we aim to dispatch your medication within 1-5 working days, where this is not possible, the Patient Support team will contact you to advise of your options. This will depend on the product ordered and its availability.

5.3 Courier Delivery. Delivery will be via trackable courier, will require a doorstep photograph and in most areas will require a PIN to be disclosed to the courier before the medication will be able to be given to the recipient. Once the package is delivered, our responsibility for the delivery ends. In the event that the packaging is opened after delivery, we will have no liability to you for lost items or damage to items after delivery. Due to the nature of the products being supplied from our pharmacy Curaleaf Pharmacy does not accept liability for the loss or failed delivery of a parcel if the delivery address is changed by the patient.

5.4 If you are not home when your order is delivered. If no one is available at the nominated address to take delivery, the products cannot be posted through your letterbox. Our courier will leave you a card informing you of their attempt to deliver, you can track the status of your parcel in the DPD app.

5.5 If you do not re-arrange delivery. If you miss your delivery, your medication may be returned to the pharmacy, in this event we will then contact you to re-arrange the delivery however this may incur a minimum redelivery charge of £20 which must be paid for before we will despatch your order. If you no longer want your medication once this is returned to the pharmacy, you will not be entitled to a refund as per 6.1 below.

6. PROBLEMS WITH YOUR ORDER

6.1 In line with General Pharmaceutical Council guidance, Curaleaf Pharmacy does not offer refunds on medication or products that have been dispensed on prescription. Once medication or prescription products have been dispensed, they cannot be reused and must be disposed of.

6.2 In the first instance, if you do not find your medication, medical device or other prescription product suitable, this must be discussed with your prescribing doctor. If your medical device is defective, you should in the first instance make sure you have registered the warranty and then contact the manufacturer directly.

6.3 Please check the items dispensed to you carefully and promptly upon receipt. If you believe there may have been a dispensing error, you should contact us immediately and should not take or use any of the items. Please contact us to report an error using one of the methods in paragraph 2 above. Please provide your order number when contacting us.

6.4 Where an error has been made by Curaleaf Pharmacy in dispensing your medication, a full refund will be given if we are notified. Alternatively, we will provide you with replacement medication where possible and will arrange for collection of the previously dispensed order, so it can be safely disposed of.

7. PERSONAL INFORMATION

7.1 All personal information provided to Curaleaf Pharmacy either by you, or physicians or other healthcare providers is kept confidential and will only be used to provide you with pharmacy services or as otherwise agreed with you.

7.2 Curaleaf Pharmacy holds all personal information in accordance with relevant data protection legislation. For more information about how your personal information will be used and how you can exercise your rights in relation to such information, please read our privacy policy that can be accessed at www.curaleafpharmacy.co.uk

7.3 All calls are recorded for training and monitoring purposes, the Pharmacy can provide recordings to regulatory authorities and patients in line with GDPR and applicable legislation, as well as maintaining/destroying the recordings securely in line with all relevant guidelines and laws. Therefore there should be no need for patients to do their own recordings.

Where patients decide to record calls themselves, it is not possible to ensure such compliance, therefore the pharmacy does not participate in such calls for the safety and privacy of their staff.

If you wish to request copies of your call recording, please submit a SAR request by following this link to our Privacy Policy.

8. COMPLAINTS

8.1 All patients and customers of Curaleaf Pharmacy are entitled to make an official complaint if they are not satisfied with the services they have received. All complaints will be investigated thoroughly so we can improve the service provided.

8.2 Complaints should be made in writing where possible and should be emailed to [email protected] with the Subject: Complaint. If you are unable to provide the details of your complaint in writing, please contact us to discuss alternative ways to raise your complaint.
Complaints at this stage will be deemed as Tier 1 complaints and will be categorised and assigned as below:

The individual making the complaint will receive an acknowledgement within five working days of receipt of the complaint and we aim to provide a full response within 20 working days or provide the reasons for any delay.

8.3 If you are not happy with the outcome following your complaint, this can be escalated as a Tier 2 complaint for a full and final response. The complaint will be escalated to the below for a full review and final decision:

9. OTHER IMPORTANT TERMS

9.1 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any right to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.

9.2 Governing law. These terms are governed by the laws of England and Wales and each of us submits to the exclusive jurisdiction of the courts of England and Wales.

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