Terms & Conditions

Introduction and responsibilities

About Us

Castlegate Pharmacy is a company incorporated in England and Wales under Registered company no. 06874733.

Professional standards and qualifications

Castlegate Pharmacy is registered under the General Pharmaceutical Council in the UK. Our registered premises number is 1119345

Privacy and security

Your privacy is important to us and the following information explains how we will use and protect it.

Privacy of your information

Castlegate Pharmacy and its group of companies complies with all relevant Data Protection legislation. We will use the information you provide with other information we obtain about you to administer and provide the goods and/or services you request. We will not share your personal information with any organisation other than those directly involved in delivering these services, namely the dispensing pharmacy, Castlegate and our partner laboratory; The Doctors Laboratory, our Video App Provider; MyPulse and Royal Mail and DPD where you have selected a delivery option.


Castlegate Pharmacy Services use security technology, including firewalls and Secure Socket Layers to protect information submitted through this website and has procedures in place to ensure paper and computer systems and databases are protected against unauthorised disclosure, use, loss and damage. Nevertheless, electronic transmissions are never completely private or secure and there is a risk, therefore, that any electronic communications sent may be intercepted and potentially read by others. You should, therefore, ensure that any computer, device, or telephone you use to access your online patient record is suitably protected from potential interception.

You must not misuse the Services by;

  • Knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful.

  • Attempt to gain unauthorised access to the Services, the servers on which they are stored, or any server, computer or database connected to the Services.
  • Attack the Service via a denial-of-service attack or a distributed denial-of service attack.

By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use the Services will cease immediately.

Direct marketing

Where a patient has given their explicit consent, Castlegate Pharmacy and any other group Company may send direct marketing materials to the patient by email to the contact email address provided by the patient.

Please view our Privacy Policy for further information on what we do with your data.

Our commitment to you

Each of our clinicians commits to:

Professional responsibility

Take professional responsibility for each patient who uses the pharmacy services to the same extent as a doctor would have responsibility when meeting a patient face to face.


Provide a professional and transparent service that complies with General Medical Council Guidelines on remote prescribing, the Fundamental Standards as interpreted by England's healthcare inspectorate, the Care Quality Commission, and clinical best practice in England.

Prescribe in the best interest of the patient

Prescribe medicines only when in their professional judgement it is in the patient's best interests to receive the medicine being requested and, accordingly, to refuse to prescribe medicines when they believe it is not in the patient's best interests to receive medicines without the benefit of a face to face consultation.

There are certain medicines that will not be issued by Clinicians in any circumstances, which include:
controlled medication, such as strong painkillers, anxiolytics, sedatives and hypnotics and
medication that requires specialist prescribing and monitoring; and medication that needs to be administered by injection (other than those listed on our website)


Take all reasonable steps to protect patients' personal information as described in our Privacy Policy.

Your commitments when using Online Doctor Services

As the patient, you commit to:

Accurate information

Answer all questions truthfully and fully.

Personal registration

Not register more than once.

Registration for someone other than yourself

Not register or complete questionnaires on behalf of anyone other than yourself.

Abusive Behaviour

Treat our Clinicians and staff with respect. We do not tolerate abusive behaviour. In the event of such behaviour, we are within our rights to deactivate your patient record and refund any open orders.

Notify your GP

With your consent and provided you send us in writing the name and fax number for your GP, we will always offer to inform your GP of any medicines that our clinicians prescribe.

For select services it is mandatory that we notify your GP of your treatment with us. However, we will always offer to notify your GP of any medicines that we have prescribed, but if you decline to take up our offer to contact your GP, it is your responsibility to notify your GP. If you decide not to notify your GP, it is important that you keep a record of any medicines that we have prescribed.

However, please note that in emergency situations, we may need to contact a healthcare professional, social services or the emergency services without your consent, regardless of whether or not you have declined previous offers to notify your GP. This includes but is not limited to situations where we may believe that you are, or someone else is at risk of neglect, sexual, physical or emotional abuse; a serious crime has occurred or may occur, or where it is considered that someone may be at risk of significant harm or serious addiction as a result of the information we receive; if we have significant concerns about your health and/or wellbeing; or where this is otherwise required by law.

Protect medicines

Ensure that no-one other than yourself has access to any medicines that we make available to you.

Expiry date

Ensure that any medicines prescribed in advance of need are not used beyond their expiry date.

Notify side-effects

Inform Castlegate Pharmacy Online Doctor via your online patient record if you experience any side-effects from any medicines, we make available to you or if you think that any medicine we made available to you has not been effective.

Other services

Testing services

Testing services cover only those conditions and infections that are specified for that particular testing service on this website. In particular, any testing services reliant upon a urine sample or a vaginal swab will not detect any infections in the throat or anus. All tests that are offered through this website are from reputable laboratories and are of the standards expected for the clinical purpose but as with all tests, no test can be 100% accurate and all tests are subject to a ‘window period’. The ‘window period’ for each test is made clear on the website.

Public Health England (PHE) may contact you asking you to participate in a study or survey related to your COVID-19 result. PHE has the legal right to collect and use patient information to inform targeted public health action.

The results of these studies/surveys will be used alongside other evidence to inform public health action against COVID-19. PHE will ask participants to provide consent to participate in any study or survey and participants will be offered the opportunity to further refuse participation in any future studies or surveys.

All diagnostic laboratories, point of care test providers and non-NHS testing services are required by law to report test results to PHE.

Subscription plans

By signing up to one of our subscription plans, you agree to be charged the repeat payment of the specified amount from the payment card you used when signing up to the service. This is known as a Continuous Payment Authority. If your payment fails and you do not update your card details when prompted, your plan will automatically be terminated. You can cancel your plan at any time by contacting our Customer Services team and you will not be charged a cancellation fee. However, if your treatment has already been sent out when you attempt to cancel, you may still be charged for that specified payment. Our Clinicians have the right to review your suitability for your subscription plan at any given time and can terminate your plan if they deem you unsuitable for the service. You are also required to complete a clinical review every six months or one year depending on what plan you have signed up for, however, if you do not complete the review questionnaire before your next treatment is due, your plan will be automatically terminated, and you will be notified of this.

We will not prescribe or offer the following services through the Video GP subscription:

  • Test kits
  • Vaccinations
  • Controlled drugs
  • Long term, repeat prescriptions
  • Medications that need monitoring or face to face consultation.


All prices on this website are in pounds sterling and include VAT unless expressly stated otherwise. We take care to ensure that all pricing information on our website is accurate but occasionally there may be an error. In the event that an error has occurred, and the price charged is too high, we will identify all those that have overpaid and refund the difference.

Placing and cancelling an order

When you place an order for medicines or take up a service that involves the prescribing of medicines this will require us to perform an assessment of your clinical suitability for the medicines before the medicines can be approved for supply. You agree to us commencing this service and an assessment of your clinical suitability for medicines when you place the order and, as such you will have no legal right to cancel your order under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. However, for unused postal testing kits and goods that do not require a prescription, you can change your mind and cancel your order provided you do so within fourteen calendar days of delivery. For orders containing multiple goods/testing kit items, this will be within fourteen calendar days of delivery of the last testing kit or goods item. For any other item which is not a medicine, testing kit or goods, but requires us to provide a service alone or a service before approving items for supply, you have the right to cancel up to fourteen calendar days after the contract commences, however, where we have already begun to provide that service at your request, you will still be liable for costs relating to the service we have already provided. See paragraph 20 below for further details.

Concluding a binding contract

When we receive an order from you to purchase goods or services from us, we will confirm that we have received the order by sending a confirmation email to the contact email address that you supplied. Your order is an offer to purchase an item and will not be binding on us until we either prescribe your medicine, dispatch a testing kit or other goods, or otherwise commence a clinical service, whichever occurs first. Professional codes of conduct and legal restrictions may limit the number and frequency of any item we are permitted to supply to you and, as such, we have no obligation to supply quantities exceeding the relevant permitted maximum and will charge only for those we do supply. We reserve the right to reject any order.

Delivery costs

Patients can choose between Next-Day Delivery, charged at £4.95, or FREE Standard Delivery for testing packs, goods or medicines that are sent in the post. Delivery is not charged on orders for medicines or goods where these are to be collected in the Castlegate Pharmacy store.

Payment and refunds

In providing payment card details, you confirm that you are authorised to use the card and authorise us, or our payment service provider, to take payment in full for the items in your order and any associated delivery fees and any other charges that become due to us under these terms and conditions.

Refunds, if applicable, will only be made using the payment gateway (e.g. Sagepay) to the card originally used for payment. Refunds may take up to five working days to appear on a card statement.

All of our prescriptions are valid for six months from the prescription date. When you place an order for a medicine and nominate a pharmacy for collection, if our clinicians approve your order and prescribe, you must collect the medicine within six months. After this time, you will not be entitled to a refund.

If you choose to pay via PayPal, then your use of the PayPal service is governed by the PayPal user agreement in force from time to time. Please refer to the PayPal user agreement for details of the terms and conditions applicable to payments and refunds processed through PayPal.

Authorisation of orders for medicines

Our clinicians can only make a decision as to whether it is in the best interests of the patient to receive a medicine when the clinician has all relevant information. On occasion, this may require the clinician to ask the patient for additional information further to the information that was provided in response to an online questionnaire.


In the event that a patient’s chosen pharmacy is unable to fulfil a prescription or supply goods ordered, we will contact the patient to agree an alternative pharmacy that we have already identified as having the item available. The original prescription/order will be revoked, and a new prescription/order will be sent to the new pharmacy.

Delivery of orders

Castlegate will dispense all medicines and supply all goods. Medicines and goods for delivery by post will be dispatched normally within one working day of the clinician authorising the supply of the medicine. All medicines and goods for delivery by post are sent out either using Hermes 24-hour or 48-hour delivery, based on the patient’s preference and time of order.

For Next-Day Delivery:

  • Orders approved before 4pm Monday to Thursday will be delivered by Hermes the next working day.
  • Orders approved between 4pm Thursday and 4pm Friday will be delivered by Hermes 24-hour on Saturday.
  • Orders approved after 4pm Friday and before 12pm Sunday will be delivered by Hermes on Monday.
  • Orders approved after 12pm Sunday will be delivered by Hermes on Tuesday.

For FREE Standard Delivery, Hermes will aim to deliver your medicines within 2-3 working days following order placement and may also deliver on Saturdays. Please note, you will not be able to change your delivery method once you have placed an order.

Bank holidays

  • Please note there will be delivery delays to all treatments over public holidays
  • Due to the specific time sensitivity of emergency contraception delivery will not be available on all public holiday weekends
  • Treatments will be severely limited over Easter and Christmas

Out of area exceptions (delivery to Channel Islands, isle of Mann, Scottish Highlands, Shetland and other offshore UK Islands) are subject to an additional 24 hours and may be delivered by an alternate carrier.

Please note that deliveries require a signature and will not be left in a safe place or delivered to a neighbour.

Test kits

Our test kits are sent via Royal Mail using either Next-Day Delivery or FREE Standard Delivery.

Those opting for Next-Day Delivery should order before 1pm Monday to Friday. Orders placed after 1pm on Friday or over the weekend will be delivered within 2 working days.

Select ‘Next-Day Delivery’ at your online checkout and note that a £4.95 charge will be added for this express service.

Those opting for FREE Standard Delivery will receive their test kit within 3-5 working days following order placement. Select ‘Standard Delivery (3-5 days)’ at your online checkout for this delivery method.

All packaging is discreet and test kits do not need to be signed for on arrival.

For patients ordering through Sexual Health London Service the following applies;

For Emergency Contraception

Next Day Delivery orders (including Sunday): 

  • Orders approved before 4pm Monday to Thursday: delivered by Hermes the next day.
  • Orders approved after 4pm Thursday and before 4pm Friday will be delivered on Saturday by Hermes 24-hour delivery.
  • Orders approved before 3pm Saturday will be delivered on Sunday by Hermes.
  • Orders approved before 3pm on Sunday will be delivered on Monday by Hermes.

For Routine Contraception

Standard Delivery orders

All orders are delivered via the Hermes 48-hour service.  Please expect orders to be delivered within 2-3 days allowing additional time for orders placed at weekends and over bank holidays.

For Chlamydia treatment

Next Day Delivery orders (excluding Sunday):

  • Orders approved before 4pm Monday to Thursday: delivered by Hermes the next day.

  • Orders approved after 4pm Thursday and before 4pm Friday will be delivered by Hermes 24-hour delivery on Saturday.

  • Orders approved after 4pm Friday and before midday on Sunday will be delivered on Monday by Hermes.

Bank holidays

  • Please note there will be delivery delays to all treatments over public holidays.

  • Due to the specific time sensitivity of emergency contraception delivery will not be available on all public holiday weekends.

  • Treatments will be severely limited over Easter and Christmas.

Signature on delivery of medicines/goods

It is your responsibility to ensure that someone is available to sign for any medicines/goods that are delivered at your chosen delivery address. The person signing for medicines/goods does not need to be the named patient. For FREE Standard Delivery orders, if you are not home when your package arrives Royal Mail will leave a red calling card. This will show whether a neighbour signed for your package or detail the post office in which your package will be held. It is your responsibility to ensure that the person signing for the medicines/goods delivers them to you. In the event that the packaging is opened after delivery, we will have no liability to you for lost or damaged items or for what third parties find out about you as a result. Testing kits are sent via Royal mail either by First Class or FREE Standard Delivery post, so do not require a signature on delivery.

Collecting medicines/goods from the Castlegate Pharmacy Store:

If you opt to collect your medicines from a participating Castlegate store, before doing so you need to check your online patient record to ensure a clinician has approved your medicine. You also need to telephone the pharmacy to check they have the medicine in stock. If you ordered goods only, you need to telephone the pharmacy to check they have those goods in stock. In both cases, please be aware that if there are availability issues at your nominated pharmacy, it may not be possible to pick up your approved medicines/goods on the same day as you ordered them.

Notification of errors

You should check the content of each delivery promptly upon receipt. If you believe that items have been sent to you in error, you should contact us immediately via your online patient record.

Refunds and your right to cancel

For testing services, you have the right to cancel up to fourteen calendar days after the testing kit has been delivered to you or the person who signs for it, or until such time that you use the testing kit, whichever is the earlier. For goods that do not require a prescription, you have the right to cancel your order within fourteen calendar days of receipt. For orders with multiple goods items, this will be within fourteen calendar days of delivery of the last testing kit or goods item. This right does not apply to medicines. For any other item which is not a medicine but requires us to provide a service alone or a service before approving the items for supply where we have begun to provide the service with your agreement, you have the right to cancel up to fourteen calendar days after the contract commences, however, where we have already begun to provide that service at your request, you will still be liable for costs relating to the service we have already provided. If you are within your rights to cancel your testing kit/goods and obtain a refund or for any concerns regarding a damaged/faulty product or kit, contact Castlegate Pharmacy Liability if the service is not as expected

Our liability to you

Online Doctor Services accept full clinical responsibility for all its patients to the full extent that the law requires. We will not be liable for any loss or damage (in contract negligence or otherwise) where:

  • There is no breach of a legal duty of care owed to you by us or;
  • The loss or damage is not a reasonably foreseeable result of any such breach or;
  • Any loss or damage or increased risk of loss or damage results from a breach by you of these
    Terms and Conditions.

We are not responsible for:

a. loss or damage caused by you providing inaccurate or incomplete information;

b. loss of your emotional well-being including, but not limited to, any embarrassment caused;

c. loss of income or anticipated profits;

d. loss of opportunity;

e. loss of goodwill or injury to reputation;

f. losses suffered by third parties; or

g. any indirect, consequential, special, or exemplary damages arising from the use of the service regardless of
the form of action.

Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence or for fraud or fraudulent misrepresentation.

Nothing in these Terms and Conditions affects your statutory rights

Information on this website

We take care to ensure that all information available on our website about our business, services and any products mentioned is accurate. However, these are continually developing and, occasionally, the information may be out of date. General medical information provided on the website – as opposed to personalised information uploaded into your online patient record - is not a substitute for specific and personalised medical advice and should not be read or used as such.

Links from this website

We may, from time to time, provide links from this website to websites that are owned and controlled by third parties. These links are provided only for your convenience and we have no control over and will have no liability in respect of those websites.

Third party rights

Nothing in these Terms and Conditions is intended to, nor shall it confer a benefit on any third party under the Contracts (Rights of Third Parties) Act 1999 and a person who is not a party to these Terms and Conditions has no rights to enforce them.


No delay or decision not to enforce rights under these Terms and Conditions will constitute a waiver of the right to do so and will not affect rights in relation to a subsequent breach.

Governing law

These Terms and Conditions are subject to the laws of England and Wales and each of us hereby submits to the non-exclusive jurisdiction of the English and Welsh courts



We provide a full range of NHS and Private Pharmacy Services, Filter on our service to find what you need 

NHS Disposal of Unwanted Medicines

If you have out of date or unwanted medicines, both prescription or over the counter drugs, don’t bin them or flush them. You can take your unwanted or out of date medicines back to your pharmacy for safe disposal, and it’s completely FREE. Each year enormous quantities of unused and expired medications are dumped into bins or flushed down toilets and sinks. The effects on the environment and human health are unclear but evidence is pointing to the presence of chemicals from prescriptions and over-the-counter medications in soil, drinking water and the surrounding environment. Just as proper medication administration is important, so is safe and cautious disposal.

NHS & Private Flu Jab Service at our pharmacy:

  • If you are 50 years of age or over before 31 March 2022
  • If you are pregnant
  • If you are a carer

If you have certain medical conditions including:

  • Asthma
  • Chronic Respiratory Disease
  • Heart Disease
  • Diabetes
  • Kidney Disease
  • Liver Disease
  • Neurological Disease

Health Checks

If you’re between 40 and 74 and live in the UK, you should have a health check which we can do at our pharmacy for a nominal charge.

The health check should take around 30 minutes. A healthcare professional, will ask you a series of simple questions about your lifestyle and family history. The check is nothing to worry about and you won’t be asked any embarrassing questions or need to remove clothing.

You can also expect:

  • A blood pressure test
  • Your weight and height measured
  • A finger prick blood test for your blood sugar levels
  • AV check-this is a check of your heart using a mobile EEG monitor

The Health Check focuses on:

  • Heart disease
  • Diabetes
  • Strokes
  • Kidney disease

If you are over 65, you will also be told the signs of dementia to look out for.

After your blood pressure test, sugar level test and BMI results, the Pharmacist will be happy to offer lifestyle advice or suggest you visit your GP, if needed. They might offer ideas on how to:

  • Improve your diet
  • Increase your levels or frequency of physical exercise