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Terms and conditions for our health services

Last updated: 16/07/2021

1. These terms

1.1 What these terms cover. These are the terms and conditions on which we provide all paid-for appointments, consultations and clinical services (referred to in these terms as the Health Services). By booking any of the Health Services you agree to be bound by these terms. References in these terms to the “contract” are to the contract that is created between us in respect of our provision of the Health Services (see section 3), which will be on these terms.

1.2 Why you should read them. These terms tell you who we are, how we will provide Health 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. If you think that there is a mistake in these terms, please contact us to discuss.

1.3 Early termination. We reserve the right to cease providing any or all of the Health Services at any time on notice to you. In the event that we cease providing the Health Services in advance of any booking, we will, at our option either provide the Health Services that have been booked or issue you with a refund for any Health Services that you have paid for but not yet received. If we do not provide the Health Service we will wherever possible suggest alternative providers that you may wish to use to access the Health Services.


How it Works. At your consultation our pharmacist will confirm that you have not experienced any Coronavirus symptoms and then take a swab sample.  We will then send the sample off to our laboratory partner for testing.  You will receive an email with a link to a portal to complete the set up of your account. You will then be able to access your results when they are ready.

Restrictions. The Covid-19 PCR Test is only available to adults and children aged 12 and over who display no symptoms of coronavirus. The test checks to see if the Covid-19 virus is currently in your body at the time of testing. You should not book or attend a test appointment if you have symptoms of Covid-19. You have the option of purchasing a test online for self-administration at home in that event.

Accuracy. Results are 99% accurate. False negative tests may result if in the very early stage of Covid-19 infection.

Delivery of Results. Every effort will be made to make sure results will be received by 23:59 the day your sample arrives at the laboratory, however we cannot guarantee results will be received within this timeframe.

Exclusion of liability. Well Pharmacy will not be held liable for losses, costs or damages that you suffer or incur as a result of any delays in receiving test results or as a result of inconclusive or positive test results (including but not limited to where you are unable to travel as a result of testing positive for Covid-19). Where a negative test certificate is being used as evidence to facilitate travel, it is your responsibility to ensure that your chosen destination and travel/flight operator recognise and accept the certificate for that purpose. Our liability will not exceed the cost charged to you for the service, so far as is lawfully permitted.

Data Protection. We will process your data in accordance with clause 8. Specifically we will be required to share certain personal data (name, contact details, date of birth and test results) with our partner Randox who will arrange for the sample you provide to be tested in a laboratory.

2. Information about us and how to contact us

2.1 Who we are. We are Well Pharmacy, a trading name of Bestway National Chemists Limited, a company registered in England and Wales. 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. All of the Health Services will be provided by a pharmacist (Pharmacist) at the pharmacy you select when you make a booking (Pharmacy).  All of our pharmacists are registered with the General Pharmaceutical Council (GPhC) or (in Northern Ireland) the Pharmaceutical Society of Northern Ireland (PSNI).

2.2 How to contact us. Should you have any queries or concerns regarding the Health Services you should first contact the Pharmacy.  If they are unable to resolve the matter you can contact our customer service team on 0333 010 2222 or

2.3 How we may contact you. If we have to contact you, we will do so by telephone, text message or by writing to you at the email address or postal address you provided to us when making your booking. Please see section 10 of these terms and conditions for details of how we use your personal information.

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

3. Our contract with you

Our acceptance of your order for the provision of Health Services and the creation of the contract between us will take place once the Pharmacist has assessed you as suitable for receipt of the Health Service.  This assessment will take place in the Pharmacy at your consultation appointment.  The decision of the Pharmacist as to your suitability for the Health Services is final and binding.

4. Our rights to make changes

4.1 Minor changes to the Health Services and these terms. We may change the Health Services and these terms:

a) to reflect changes in relevant laws and regulatory requirements,
b) to implement minor technical adjustments and improvements, for example to address a security threat; and
c) to change the Pharmacy your appointment is booked at (to a Pharmacy not significantly more difficult for you to attend).

These changes will not materially affect your use of the Health Services.

4.2 More significant changes to the Health Services and these terms. In addition, we may be necessitated to make changes to the Health Services that materially affect your use of the Health Services.  If we do so we will notify you and you may then contact us to end the contract and receive a refund for any Health Services that you have paid for but not yet received.

5. Providing the Health Services

5.1 Booking Process. The Health Services may only be booked using our online booking website.  Bookings should only be made by or with the permission of the person intending to receive the Health Services, or, in the case of children under the age of 16, by their parent or legal guardian.

5.2 Pricing and payment. All prices for the Health Services quoted are inclusive of VAT (where applicable).  All Health Services must be paid for in full at the point of booking.

5.3 Restrictions. The Health Services may be subject to restrictions on who is suitable to receive them.  The Pharmacist will determine suitability for receiving the Health Services and the Pharmacist’s decision is final.

5.4 Cancellation/rescheduling by us.  We will try wherever possible to keep to booked appointments.  If we need to rearrange a booking, we will provide you with as much notice as possible.  Should you wish to cancel the revised booking we shall issue you with a full refund of any sums paid by you in respect of Health Services that have not been provided.

5.5 We are not responsible for delays outside our control. We are not liable if our performance of the Health Services or other obligations under the contract are affected or prevented by an event outside our control  In the event of a delay or prevention of our performance of the Health Services or contract we will contact you as soon as possible to let you know, and will take steps to minimise the effect of the delay.

5.6 Your obligation to provide information. You are responsible for providing us with such reasonable information as we require in order to provide the Health Services to you and ensuring that all information you provide is accurate in all respects.  This includes truthfully answering all questions on any questionnaires that you are asked to complete in advance of provision of the Health Services.  We will not be liable for any delay or default in performance of the Health Services or this contract or any losses that you suffer arising from a failure to comply with this obligation.

6. If there is a problem with the Health Services

6.1 How to tell us about problems. If you have any questions or complaints about the Health Services, please contact us. You can contact by telephoning our customer service team at 0333 010 2222 or or by writing to us  at Customer Care, Well Pharmacy, Merchants Warehouse, 21 Castle Street, Castlefield, Manchester M3 4LZ. Alternatively, please speak to one of our staff in-store at the Pharmacy.

6.2 Summary of your legal rights. See below for a summary of your key legal rights in relation to the Health Services. Nothing in these terms will affect your legal rights.

Summary of your key legal rights

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website or call 03454 04 05 06.

The Consumer Rights Act 2015 says:   

  • you can ask us to repeat or fix a service if it's not carried out with reasonable care and skill or get some money back if we can't fix it.
  • if you haven't agreed a price beforehand, what you're asked to pay must be reasonable.
  • if you haven't agreed a time beforehand, it must be carried out within a reasonable time.

7. Our responsibility for loss or damage suffered by you

7.1 Save where otherwise stated in these terms, we are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the booking or consultation process.

7.2 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; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the Health Services as summarised at clause 6.2.

8. How we may use your personal information

8.1 How we will use your personal information. We will use the personal information you provide to us to:

a) assess your suitability for the Health Services;
b) provide the Health Services;
c) process your payment for the Health Services;
d) keep such clinical records as we are required to by law;
e) if you agreed to this during the order process, to inform you about similar products that we provide, but you may stop receiving these communications at any time by contacting us.

For more information, please see our Privacy Policy available here:

8.2 We will only give your personal information to third parties where the law either requires or allows us to do so. COVID-19 results are legally required to be shared with Public Health England.

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 rights to enforce any of its terms.

9.2 If a court finds part of this contract 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.

9.3 Even if we delay in enforcing this contract, 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 breaking this contract, that will not mean that you do not have to do those things or prevent us taking steps against you at a later date.

9.4 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the Health Services in the English courts. If you live in Scotland you can bring legal proceedings in respect of the Health Services in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the Health Services in either the Northern Irish or the English courts.  If you live in Wales you can bring legal proceedings in either the English or Welsh courts.