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Terms and conditions – Customer portal

1. These terms 

1.1 What these terms cover. These are the terms and conditions on which we allow you to access and use our online customer portal (the “Portal”) for the purposes of:  tracking your prescriptions (where submitted-in pharmacy), ordering medicines from your GP, tracking, cancelling and rescheduling your upcoming appointments for in-pharmacy health services and such other purposes as we specify from time to time (the “Permitted Uses”). By accessing the Portal, you agree to these terms and conditions. 

1.2 Why you should read them. Please read these terms carefully before you access the Portal. If you do not agree to these terms then you must not access the Portal.  These terms tell you who we are, how we will provide services to you, how you and we may change or end the contract, 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 Bestway National Chemists Limited, a company registered in England and Wales, trading as Well and Well Pharmacy. Our company registration number is 09225457 and our registered office is at Merchants Warehouse Castle Street, Castlefield, Manchester, M3 4LZ. Our registered VAT number is 146295159. The Superintendent Pharmacist for this pharmacy is Iftkhar Ahmad Khan, GPhC registration number 2041286. 

2.2 What we do. We operate a network of pharmacies across the UK providing a variety of healthcare services, including dispensing prescriptions.  We may, in certain circumstances (see clause 3.3) be able to transmit orders for new medicines to your GP surgery on your behalf.   

2.3 How to contact us. You can contact us telephoning us on 0333 010 2222 or emailing us at yourexperience@well.co.uk

2.4 How we may contact you. If we have to contact you we will usually do so emailing you at the email address you provided to us when you registered for the Portal. We may also contact you by telephone or by post using the contact details you provided to us when you registered. 

2.5 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails. 

3. How to register for and use the Portal 

3.1 Registration. To access the Portal, you must first register your details and create an account with us.  For community pharmacy customers, a link to instructions for registration are contained in the SMS we will have sent to you. 

3.2 Prescription Tracking. You can register for and use prescription tracking service provided that: 

  1. you are at least sixteen (16) years old; 
  2. you are currently registered with an NHS GP practice; 
  3. you are signed up to receive SMS messages from us; 
  4. you collect your prescriptions in-pharmacy (i.e. the relevant Portal is not applicable for our Digital customers, or customers whose prescriptions we deliver to them) 

Whilst open to customers across the UK, functionality may be restricted according to country-specific regulations and systems outside of our control. 

3.3 Medicines Orders. The provision of an option to order medicines from your GP using the Portal should not be taken as a guarantee that this is possible.  It is entirely at the discretion of the relevant GP as to whether they will accept an order for medicines made via a patient’s pharmacy.  Similarly GPs are under no obligation to keep us updated as to whether an order has been accepted or rejected, or as to expected timescales that a prescription will be created and transmitted.  It remains your responsibility to chase your GP as to the status of your medicines order.  We are not liable for any delays in receiving your prescription caused due to the use of the Portal. 

3.4 Health Services. Where you are using the Portal to make or manage bookings for Health Services (being paid-for appointments, consultations and clinical services), then in addition to these terms, our Terms and Conditions – Health Services will apply to your use of the Health Services and should be read in conjunction with these terms prior to booking Health Services. 

3.4 Your responsibilities.  You must comply with the following conditions of use and we reserve the right to revoke your access to the Portal should you fail to do so. 

  1. You agree to keep any details that you use to login to the Portal confidential and not to share them with any other person. 
  2. You agree that you will only use the Portal for your own personal use. 
  3. You agree that you shall only use the Portal for the Permitted Uses. 
  4. You agree not to use the Portal in any way that will damage, impair or render it less efficient. 
  5. You acknowledge that your use of the Portal does not grant you any rights in relation to our intellectual property. 

5. Our rights to make changes 

5.1  These terms and conditions. We may change these terms from time to time but if we do so we will notify you.  Should you object to any changes to these terms and conditions you should immediately cease using the Portal and can contact us to discuss the matter using the details provided above.   

5.2 Changes to the Portal. We may make changes to the Portal from time to time for the purposes of maintenance or to reflect changes to our services, our customers' needs and our business priorities.   We will try to give you reasonable notice of any major changes.    

5.3  Withdrawal of the Portal. The Portal is made available free of charge. We do not guarantee that the Portal, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of the Portal for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal. 

6. Providing the Portal 

6.1. No warranty.  Although we make reasonable efforts to update the information on the Portal, we make no representations, warranties or guarantees, whether express or implied, that the content on the Portal (including any prescription tracking information) is accurate, complete or up to date. 

6.2. Viruses. We do not guarantee that the Portal will be secure or free from bugs or viruses. You are responsible for configuring your information technology, computer programmes and platform to access the Portal. You should use your own virus protection software. 

9. If there is a problem with the Portal 

9.1 How to tell us about problems.  If you have any questions or complaints about the Portal, please contact us using the details in clause 2.3 above. A copy of our complaints procedure is available on our Website

9.2  You may cease using the Portal at any time for any reason.  We ask that where you are doing so due to a problem with the Portal or our service that you let us know in accordance with clause 9.1 so that we can try and fix the issue. 

10. Our responsibility for loss or damage suffered by you 

10.1. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation. 

10.2. Please note that we only provide the Portal for domestic and private use. You agree not to use our site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. 

10.3 You are responsible for the orders for medicines that you place, the information you provide and for checking and taking any prescription medicine correctly. You are responsible for ensuring that you comply with these terms and conditions. 

10.4 Your GP surgery is responsible for issuing your prescriptions. We cannot guarantee that a prescription request will result in a prescription being issued by your NHS GP surgery. 

12. How we may use your personal information 

We will only use your personal information as set out in our Privacy Notice

13. Other important terms 

13.1 If a court finds part of these terms and conditions is illegal, the rest will continue in force.  Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect. 

13.4 Even if we delay in enforcing our rights under these terms and conditions, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaching these terms, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.  

13.5 Which country’s laws apply to any disputes? These terms are governed by the laws of England and Wales and you and we both agree that the courts of England and Wales will have exclusive jurisdiction except that if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.