Terms and Conditions

1. Who we are

This website is operated by XRP Health Ltd, trading as Letter Box Pharmacy (“we”, “us” or “our”). XRP Health Ltd is registered in England and Wales under company number 13961391. Our registered office and pharmacy address is 4 Brick Lane, London E1 6RF.

Letter Box Pharmacy is registered with the General Pharmaceutical Council under pharmacy number 9012930. Our Superintendent Pharmacist is Girishbhai Manoobhai Patel (GPhC 2025710).

2. Using this website

The public website provides general information about our pharmacy, NHS prescription nomination, treatments and ways to contact us. It is not an emergency service and its content is not a substitute for advice from a doctor, pharmacist or other qualified professional.

You may use the website only for lawful, personal purposes. Information is provided in good faith and is reviewed periodically, but health guidance, service availability and prices can change. Check the information presented during the relevant consultation or checkout before proceeding.

3. Pharmacy and clinical services

Nominating us for NHS prescriptions does not guarantee that a particular prescription will be issued, accepted, dispensed or delivered. Prescribing and supply remain subject to NHS processes, receipt of a valid prescription, stock availability, identity and safety checks, and the professional judgement of the responsible clinicians and pharmacy team.

Private treatment requests are invitations for clinical assessment, not guaranteed sales. A prescriber or pharmacist may ask for more information, suggest an alternative, delay supply or decline treatment where this is clinically or legally appropriate. Never provide false, incomplete or misleading health information.

If symptoms are severe, rapidly worsening or you believe there is an emergency, call 999. For urgent medical help that is not an emergency, use NHS 111.

4. Orders, prices and payment

Bookings, medicine requests and shop purchases may be completed through an embedded booking form or the linked Letter Box Pharmacy service. Before placing a paid order, you will be shown the important product or service information, total price, available payment methods and any delivery charge.

An acknowledgement does not mean that an order or treatment request has been accepted. A contract is formed only when the relevant service confirms acceptance. If we cannot accept an order, we will explain where reasonably possible and refund sums paid for items or services that will not be supplied.

You must be authorised to use the payment method supplied and must ensure that your contact, delivery and health information is complete and accurate.

5. Delivery

Available delivery methods, charges and estimated times are shown during the relevant order. Estimates are not guaranteed where delays are outside our reasonable control, but we will take reasonable steps to keep you informed.

You are responsible for providing a secure and accurate delivery address and for following any storage instructions supplied with a medicine or product. Some medicines require a person to be present, proof of identity, age verification or another secure handover arrangement.

6. Cancellations and refunds

Your statutory consumer rights are not affected. The cancellation and refund rights that apply depend on what you order and how far a service has progressed. Details will be provided during the relevant checkout or booking.

Some rights may be limited once a personalised or clinical service has begun with your agreement, once medicine has been dispensed specifically for you, or where sealed goods that are not suitable for return for health protection or hygiene reasons have been unsealed. Medicines returned to a pharmacy cannot be resold and must be disposed of safely.

Contact us promptly if you wish to cancel, receive a damaged or incorrect item, or believe a product is faulty. Do not post unwanted medicines unless our pharmacy team has given you safe return instructions.

7. Responsible use and intellectual property

You must not misuse the website, attempt unauthorised access, introduce malicious code, interfere with its operation, impersonate another person, scrape it at scale, or use its content to provide an unregulated health service.

The website design, text, graphics, branding and software are owned by us or licensed to us. We give you a limited, revocable, non-exclusive right to view and use them for your own personal use. No other rights are transferred.

Links to NHS, regulators, social platforms, booking services and other third parties are provided for convenience. Their own terms and privacy information apply when you leave our website.

8. Our liability

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights.

Subject to that, we are not responsible for loss caused by your failure to follow professional advice, provide accurate information, use a medicine as directed, secure your device, or by an event outside our reasonable control. We are not responsible for the availability or content of independent third-party services.

If you use the website for business purposes, we exclude liability for loss of profit, revenue, business, anticipated savings, data or goodwill to the fullest extent permitted by law.

9. Changes and governing law

We may update the website and these terms to reflect changes to services, technology, law or regulation. The date at the top shows when this version was last updated. Changes apply from publication and do not remove rights you already have under an existing contract.

These terms are governed by the law of England and Wales. If you are a consumer living elsewhere in the UK, you also retain any mandatory protections and may bring proceedings in the courts available to you under applicable law.

10. Contact and complaints

Tell us first if a service or order has not met expectations so we can investigate. Our complaints procedure explains how to complain and where an NHS complaint may be escalated.