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Terms & Conditions

1.WHAT THESE TERMS COVER

1.1 In order for Curaleaf Pharmacy to dispense your prescription you must agree to these terms and conditions. The terms tell you who we are, how we will provide medication to you and other important information.

1.2 As medicinal cannabis is a controlled drug, this is exempt from certain consumer rights, for example, you can not change your mind once your prescription has been dispatched.

1.3 Prescription medication is not subject to a ‘cooling off’ period and once an order has been placed and paid for, you will have no legal basis to cancel your order.

1.4 Abuse, harassment or discrimination of Curaleaf staff will not be tolerated. Abusive or threatening behaviour will constitute a breach of these terms and may result in the contract being terminated, with the patient discharged.

1.5 As a pharmacy regulated by the General Pharmaceutical Council, we are bound by specific rules and regulations. Any attempt to violate these rules or circumvent our processes in order to obtain products by deceit or fraudulent intent will result in the contract being terminated, with the patient being discharged and, where necessary, a report may be made to the relevant law enforcement agencies.

1.6 We may, at any time, update these terms and conditions without prior notice. For example to comply with any regulatory changes. We advise you to check these terms and conditions regularly.

1.7 Failure to adhere to these terms and conditions may lead to either party terminating the contract.

1.8 These terms are governed by the laws of England and Wales and any legal proceedings or disputes arising from these terms can be raised in the jurisdiction of the courts of England and Wales.

1.9 Any information held on our website and in the ‘Cooper’ portal is the Intellectual Property of Curaleaf Pharmacy and may not be copied, removed or misused in any way.

1.10 These terms apply to patients who have an account with Curaleaf Pharmacy and no additional parties have any rights under this contract.

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 9012275.

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. SUITABILITY

3.1 Medical cannabis may not be suitable for use by everyone and you should advise your prescriber of any medical conditions or any medication you are taking.

4. THE ORDERING PROCESS

Medicinal cannabis can only be prescribed by a specialist doctor or a prescriber under a shared care agreement. Curaleaf Pharmacy are a private pharmacy and all prescriptions must be paid for prior to being dispensed.

4.1 How we process your order for medication.

As an online pharmacy, Curaleaf is required to verify your identity in order to comply with current regulations.

We will conduct a ‘soft’ ID search using our third party provider, Onfido, upon your first order, following any change of personal details and as required to meet our regulatory obligations.

Our acceptance of your prescription will take place when we email you to confirm receipt, however, preparation of your order will only commence once we have received the prescription and this has been paid for.

4.2 If we cannot accept your order. If we are unable to process your order you will be notified via email or phone. This may be due to a number of reasons, such as an issue with your prescription, the product is out of stock, due to delays with supplies or additional delays for which we could not reasonably plan. In such instances the prescription will be returned to your clinic.

4.3 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.

4.4 Please be aware that the estimated lead time for medication being dispensed will be advised when you place your order. It is your responsibility to ensure that the prescription does not expire within this time.

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

4.6 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. We will not be liable for any additional prescribing or courier fees that may be incurred as a result

4.7 Curaleaf Pharmacy are unable to issue ‘priority prescriptions’ regardless of circumstances. Lead times are advised at the time an order is placed. As such, it is your responsibility to ensure that you order your prescription with sufficient time to order your prescription to allow time for dispensing and delivery.

5. PAYMENT & CHARGES

5.1 Curaleaf Pharmacy can only dispense medication that has been paid for in full. There may be delays where medicine is ordered from a third party supplier. These terms will apply once (i) your order has been accepted (ii) your prescription has been received and (iii) payment for that prescription has been made. If this criteria has not been met 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.

5.2 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 at the checkout page of ‘Cooper’.

5.3 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.

6. DELIVERY OF MEDICATION

6.1 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.

6.2 Delivery times. At the point of confirming acceptance of your order, we aim to dispatch your medication within the estimated delivery time provided and confirmed by email. 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.

6.3 Courier Delivery. Your medication will be sent via tracked courier delivery. In most cases you will be required to provide a PIN to the courier to allow delivery. Curaleaf Pharmacy are not liable for any items lost or damaged following delivery.

6.4 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 or left in a safe place. 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.

6.5 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 7.1 below.

7. PROBLEMS WITH YOUR ORDER

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

7.2 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 section 2.2 above. Please provide your full name, date of the order and the products when contacting us.

7.3 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.

7.4 Where an error has been made by Curaleaf Pharmacy in dispensing your medication, the previously dispensed order must be collected for safe disposal and you may be eligible for a refund. Alternatively, we will provide you with replacement medication where possible.

8. PERSONAL INFORMATION

8.1 All personal information provided to Curaleaf Pharmacy either by you, or by physicians or other healthcare providers is kept confidential and will only be used to provide you with pharmacy services or as outlined in our privacy policy.

8.2 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

8.3 All calls are recorded for training and monitoring purposes, Curaleaf 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.

8.4 Calls may not be recorded by patient’s without prior consent. Calls recorded by Curaleaf are stored in a secure manner in line with data protection legislation and any call recording that does not meet this criteria will not be permitted, in order to safeguard staff and patient privacy.

9. COMPLAINTS

9.1 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.

9.2 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.

9.3 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:

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