Terms & Conditions

Last updated: June 2026

These terms govern your use of the Five Ways Pharmacy website and the pharmacy services, appointment requests, and payment pages that may be offered through it. By using the site or requesting a service, you agree to these terms. Please read them alongside our Privacy Policy and Cookie Policy.

1. About our services

Five Ways Pharmacy provides a range of pharmacy services, which may include:

• NHS Pharmacy First consultations for common conditions;
• NHS and private vaccinations;
• NHS contraception services;
• stop smoking support and weight management;
• dispensing and support for prescription medicines;
• general health advice and over-the-counter sales;
• online enquiries, booking requests, and service information.

The specific services available, and whether they are NHS-funded or private, are shown on the website and may change from time to time.

2. Eligibility

• Our online services are intended for people in the United Kingdom.
• You must provide accurate information about yourself, or about the patient you are acting for.
• Some services have their own eligibility criteria, which we will explain where relevant.
• Our pharmacist may decline to provide a service or supply a medicine where it would not be safe, appropriate or lawful to do so.

3. Prescriptions & medicines

• Prescription-only medicines are supplied only against a valid prescription and at the professional discretion of our pharmacist.
• Medicines are supplied for the named patient’s personal use only and must not be resold or given to anyone else.
• You are responsible for providing accurate patient details, including any relevant health information.
• Always read the label and patient information leaflet, and use medicines as directed.
• Our pharmacist may need a further conversation, or a face-to-face assessment, before supplying certain medicines.

4. Pricing & payment

• If a secure payment page is provided, use the payment route shown on the website at the time of payment.
• Private service fees or private prescription charges will be explained before payment is taken.
• NHS prescription charges are applied at the current NHS prescription charge unless you are entitled to an exemption.
• Five Ways Pharmacy does not ask patients to send payment card details by ordinary email.
• Prices may be updated from time to time; the price shown at the time of payment applies.

5. Delivery

• Where delivery is offered, free delivery of prescriptions is available within two working days.
• This delivery wording applies to prescriptions only and does not mean every service or order is a delivery service.
• Please give a complete and accurate delivery address. We are not responsible for delays caused by incorrect address details.
• Medicines are sent in plain, discreet packaging where appropriate.

6. Appointments & bookings

• Appointments are offered subject to availability and may vary by service.
• Please be available and on time for your appointment. If you cannot attend, cancel or rearrange as early as possible.
• Repeated missed appointments without contact may affect whether we can continue to offer a particular service.
• We may occasionally need to rearrange an appointment and will give as much notice as reasonably possible.

7. Online accounts

• If you use an online account feature, you are responsible for keeping your password secure and for activity carried out under that account.
• You must provide accurate details and use only accounts you are authorised to use.
• We may suspend or close an account that is misused or used in breach of these terms.

8. Our commitments to you

8.1 Professional standard of care. Our pharmacists and team provide care to the professional standards expected of a registered UK pharmacy and in line with GPhC standards.

8.2 Identification. Our pharmacy team will identify themselves and are happy to share their professional registration details on request.

8.3 Acting in your best interest. We will only supply a medicine or provide a service where, in our professional judgement, it is appropriate and safe for you. We will decline where it is not.

8.4 Privacy & confidentiality. We protect your information in line with our Privacy Policy and UK data protection law, and we handle health information confidentially.

8.5 Liaison with your GP. We may contact your GP or other healthcare professionals where it is clinically necessary or required for safe care.

8.6 Respectful, non-judgemental care. We treat everyone with dignity and respect.

9. Your commitments to us

9.1 Accurate information. Please answer health questions truthfully and as fully as you can, and tell us promptly if anything changes.

9.2 Acting for yourself or with authority. Register, request services, and make payments only on your own behalf, or for someone you are authorised to act for.

9.3 Following instructions. Read and follow the instructions provided with any medicine, and contact us if you are unsure.

9.4 Accepting clinical decisions. If our pharmacist declines to supply a medicine or provide a service, that decision is made to protect patient safety.

9.5 Respectful behaviour. Abusive, threatening, discriminatory, or harassing behaviour towards our team may result in us refusing service and, where appropriate, contacting the authorities.

9.6 Looking after your medicines. Store medicines safely, do not share them, and check expiry dates before use.

10. Cancellations & refunds

Your statutory rights are not affected. However, for health and safety reasons, medicines that have been supplied cannot usually be returned or refunded once they have left the pharmacy, unless they are faulty, damaged, or supplied in error.

If something is wrong with your order or payment, contact us promptly at pharmacy.frk99@nhs.net and we will review the issue and explain the next step, including a refund where appropriate.

11. Important health information

Information on this website is for general guidance only and does not replace personalised advice from a qualified healthcare professional. If you have a serious or urgent health concern, contact your GP, call NHS 111, or call 999 in an emergency.

12. Complaints

We aim to provide a high standard of care. If you are not satisfied, please contact us in person, by phone on 0121 630 2680, or by email at pharmacy.frk99@nhs.net. We will acknowledge your concern promptly and aim to respond within a reasonable time.

You can also read our standalone Complaints page. If we cannot resolve a concern, you can escalate professional standards concerns to the General Pharmaceutical Council. If a concern relates to an NHS service, the pharmacy can explain the appropriate next complaints route.

13. Website terms of use

• Website content is for general information and is not medical advice.
• You must not attempt to gain unauthorised access to the site, or use it unlawfully or in a way that could damage or disrupt it.
• Content on this site belongs to us or is used with permission, and may not be reproduced without our consent.

14. Limitation of liability

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be excluded or limited under English law. Subject to that, we provide our website and services on a reasonable-care basis and are not liable for losses that are not reasonably foreseeable or that arise from your failure to follow instructions or provide accurate information.

15. Changes to these terms

We may update these terms from time to time. The version shown on this page, with the last updated date above, applies to your use of the site.

16. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

See also: Privacy Policy · Cookie Policy · Complaints