The Lowdown: Pharmacy Service Terms & Conditions
Effective Date: 17.11.2025
We are Get the Lowdown Ltd (“The Lowdown”) with company number 11739412 and registered address of 1 Lancaster Place, London, TW1 1HR (“Lowdown”, “we”, “us” “our”).
We offer you the possibility to order a contraception as part of the NHS Pharmacy Contraception Service through our pharmacy partner (“Pharmacy Partner”) on our website subject to the terms below. This partnership is a referral scheme; The Lowdown receives a commission as part of this service.
Please note that this service is not to be used in an emergency situation (other than for the purchasing of “emergency” contraceptives). If you believe that you, or the person you are assisting, is in an urgent or emergency situation, you should immediately dial 999 or seek alternative emergency medical services.
1. What These Terms Cover
1.1.1 Registration as a customer on The Lowdown for purposes of obtaining certain contraceptive medicines as indicated on the website, or category thereof (i.e. daily contraceptive medicines or emergency contraceptive medicines);
1.1.2 Completing an online health-related questionnaire for purposes of ordering the contraceptives you wish to obtain;
1.1.3 if necessary, consulting with one of the Pharmacy Partner’s clinicians; and
1.1.4 if clinically appropriate in the circumstances, the prescription and dispensing by the relevant Pharmacy Partner’s clinician of the relevant medicine to you, and the delivery of such medicine to you,
(collectively, the “Pharmacy Services”). See further at clauses 4 to 6 for more details regarding the Pharmacy Services.
1.2 Why you should read them. It is important that all users of The Lowdown website have a safe and pleasant experience. As such we have put in place these terms and conditions, so that you know what to expect. Therefore, please read these terms carefully before you continue to use this website and engage our Pharmacy Services. These terms tell you who we are, how we will provide the Pharmacy 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 do not understand any aspect of these terms and conditions, please let us know and we will clarify any queries you may have. If you do not accept and agree to these terms and conditions, please refrain from using this website and the Pharmacy Services. By registering and signing-up to the Pharmacy Services, you agree to be bound by these terms and conditions. We may change or modify these terms and conditions from time to time and it is your responsibility to make sure you are up to date with these changes.
2. How to Contact Us
2.2 How to contact us. For general queries, you can contact us at 07787686281 or by emailing us at hello@thelowdown.com
2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provide to us during the registration process (see clause 4 below). Note that our Pharmacy Partner’s clinicians will contact you about your contraceptive order.
2.4 Professional standards. The relevant aspects of the Pharmacy Services (review of your questionnaire answers, prescription issuance and delivery of the medicine where suitable) are directly provided by our Pharmacy Partner, Signature Healthcare Services Limited trading under the name Signature Pharmacy (“Signature Pharmacy”) and its qualified independent prescribing pharmacists who are registered with the General Pharmaceutical Council in the UK. All of their pharmacists comply with the requirements of their respective professional bodies, the standards set by the healthcare regulators we are registered with.
2.4.1. Signature Pharmacy registered address is:
Unit 9, Concord Business
Centre, Concord Road,
London, W3 0TJ
Company number: 10279084
Email:
Phone: 0330 111 0440
Website: https://www.signaturepharmacy.co.uk/
2.4.2 Signature Healthcare Services Limited owns, and operates from, pharmacy premises registered number 9012267. At Unit 9, Concord Business Centre, Concord Road, London, W3 0TJ.
The details of the current registered Superintendent Pharmacist is: , Reece Samani GPhC: Registration Number: 2211395 .
3. Registration
3.1 Requirement to register. You warrant that the information you provide during the registration process is accurate and complete. You agree to update your registration details promptly if they change or contact The Lowdown to do so.
3.2 Your warranties. For purposes of the registration process, you warrant that:
3.2.1 the personal data that you are required to provide when you register as a customer is true, accurate, current and complete in all respects;
3.2.2 you will notify us immediately of any changes to the personal data by updating these details on your online account; and
3.2.3 that you are 18 years or older.
3.3 Username and password. During the registration process you will be allocated, or invited to choose, your own username and password which will be unique to you, so as to ensure a secure personal online customer record. You are responsible for keeping your username and password confidential and for ensuring that they are not used by any other person.
4. Our Contract with you
4.1 Brief Overview of the Pharmacy Services. Through your completed questionnaire on our website, our Pharmacy Partner clinicians will be able to determine if you are suitable for the treatment you desire. It is at the discretion of our Pharmacy Partner clinicians to accept or decline an order based on their medical assessment of your completed questionnaire. If they determine that you are eligible for treatment, a confirmation notification will be sent informing you about the progress of your order. Our Pharmacy Partner will thereafter dispense and post the medicines directly to you. If they determine that the treatment selected is not suitable, they will let you know.
4.2 Completion of questionnaire. Once you have been successfully registered with The Lowdown, you will be requested to complete a health-related questionnaire for the purposes of ordering the contraceptive medicine or contraceptive medicine category you wish to obtain. Please note that the information and advice provided by The Lowdown when you use the Pharmacy Services is based on the information you supply to us. It is your responsibility and of utmost importance to ensure this information you provide is correct and complete, and you accept that failure to do so (whether intentionally or not) will affect the information and advice we and our Pharmacy Partner give to you and the medicines supplied and, as such, may have consequences for which we and our Pharmacy Partner are not responsible for.
4.3 Payment. No payment is made for NHS contraception service through our Pharmacy Partner.
4.4 Assessment by prescribers and prescription of medicine. Upon receipt of your completed questionnaire , our Pharmacy Partner’s clinicians aim to respond within 24 hours on weekdays, and 48 hours on weekends. Please note that these timelines are only a guideline and, although they will endeavour to meet these timelines, we cannot guarantee such timelines. Our Pharmacy Partner’s clinicians can only make a decision as to whether it is in the best interests of the patient to receive a medicine when they have all relevant information at hand and they might sometimes need to call you to ask you for additional information beyond the information you provided in our online questionnaire. If it is determined by our Pharmacy Partner’s clinicians that it is not clinically appropriate to prescribe your preferred medicine or category of medicine, they will contact you to let you know why the treatment was declined.
4.5 Concluding a binding contract. When we receive your completed questionnaire and order for the Pharmacy Services, we will confirm that we have received your order by sending a confirmation email to the contact email address that you supplied. 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, our Pharmacy Partner has no obligation to supply quantities exceeding the relevant permitted maximum We and our Pharmacy Partner reserve the right to reject any order.
4.6 NO RIGHT TO CANCEL THE ORDER/AGREEMENT. Please note that when you take up the Pharmacy Services that involve the prescribing of medicines , this requires to perform an assessment of your clinical suitability before the medicines can be prescribed or otherwise approved for supply by our Pharmacy Partner – in other words, the supply of the Pharmacy Services is personalised to you. You agree that the Pharmacy Services provision starts when you place the order and, as such, you will have no legal right to cancel your order under applicable consumer protection legislation, including to the extent applicable, The Consumer Protection (Distance Selling) Regulations 2000 and The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Under certain limited circumstances, we may, using our sole discretion and considering the circumstances, consider a cancellation request from you if we receive such a request prior to us confirming your order via e-mail.
4.7 Delivery. Our Pharmacy Partner is responsible for the delivery of your medicine and will provide you with the delivery details.
4.8 Returns. Notwithstanding the limitation on your right to cancel your order, in terms of applicable regulations, we cannot accept any medicine returned to us (and resell it) from the moment such medicine leaves our premises. However, should you, at your own cost, wish to return unwanted medicine or expired medications, you can take it to your local pharmacy for safe and free disposal.
4.9 Your commitments when using the Pharmacy Services. You agree that:
4.9.1 you will answer all questions truthfully and fully;
4.9.2 you will not register more than once;
4.9.3 you will not register or complete questionnaires on behalf of anyone other than yourself;
4.9.4 you will read carefully each message uploaded into your secure online customer account account before taking any medicines that our Pharmacy Partner clinicians have prescribed, and comply with any instructions given for each medicine. If you are uncertain as to how to take any medicine we have provided to you, you must contact our Pharmacy Partner and not use the medicine until you have sufficient information and understand the correct instructions;
4.9.5 you will accept the Pharmacy Partner’s clinician’s decision if they determine that it is not in your best interests to receive the requested medicine or medicine category without the benefit of a face to face consultation;
4.9.6 fIt is mandatory that we notify your GP of your treatment with us so we will not be able to proceed your request unless we obtain your GP details;
4.9.7 you will ensure that no-one other than yourself has access to any medicines that we make available to you;
4.9.8 where applicable, you will ensure that any medicines prescribed in advance of need are not used beyond their expiry date; and
5. Delivery of the Dispensed Medicine
5.1 Our Pharmacy Partner is directly responsible in accordance with their terms for (a) ensuring fulfilment of any given order, and (b) dispensing the medications to you (including where there is any defect, problem or abnormality of any nature with them).
Our role in prescribing and dispensing medications is limited to what is set out in these terms and anything beyond these obligations is beyond our reasonable control and will never be due to our fault or negligence – for example, we do not control the supply chains or inventory of pharmacies’ medications.
Please refer to the terms of our Pharmacy Partner.
5.2 In case of delay of the delivery, our Pharmacy Partner will let you know as soon as possible to minimise the effect of the delay. We decline any liability caused by any delay.
5.3 Notification of errors. You should check the content of each delivery promptly upon receipt. If you believe that the content of the delivery was sent to you in error, you should contact our Pharmacy Partner immediately.
6. Our Rights to End the Contract
6.1 We may end the contract if you break it. To the extent that a binding contract has already been entered into (see clause 4.6), we may end the contract for the Pharmacy Services at any time by writing to you if:
6.1.1 you do not, within a reasonable time of us asking for it, provide us or our Pharmacy Partner with information that is necessary for us to provide the Pharmacy Services, as required during the registration and questionnaire processes; or
6.1.2 you do not, within a reasonable time, allow our Pharmacy Partner to deliver the dispensed medicine to you or collect the item(s).
7. Our Responsibility for Loss and Damage.
7.1 The Lowdown accepts responsibility for all of its customers to the full extent that the law requires. We will not be liable for any loss or damage (in contract negligence or otherwise) where:
7.1.1 there is no breach of a legal duty of care owed to you by us; or
7.1.2 the loss or damage is not a reasonably foreseeable result of any such breach; or
7.1.3 any loss or damage or increased risk of loss or damage results from a breach by you of these terms and conditions.
7.2 In particular, we are not responsible for:
7.2.1 loss or damage caused by you providing inaccurate or incomplete information;
7.2.2 loss of your emotional well-being including, but not limited to, any embarrassment caused;
7.2.3 loss of income or anticipated profits;
7.2.4 loss of opportunity;
7.2.5 loss of goodwill or injury to reputation
7.2.6 losses suffered by third parties; or
7.2.7 any indirect, consequential, special or exemplary damages arising from the use of the Pharmacy Services regardless of the form of action.
7.2.8 the part of the Pharmacy Services provided directly by our Pharmacy Partner.
7.3 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; or for fraud or fraudulent misrepresentation. Nothing in these Terms and Conditions affects your statutory rights.
8. Other Important Terms
8.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
8.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms and conditions to another person if we agree to this in writing beforehand. Nobody else has any rights under this contract.
8.3 If a court finds part of this contract illegal, the rest will continue in force. Each of the clauses of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining clauses will remain in full force and effect.
8.4 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 and it will not prevent us taking steps against you at a later date.
8.5 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 Pharmacy Services in the English courts. If you live in Scotland you can bring legal proceedings in respect of the Pharmacy Services in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the Pharmacy Services in either the Northern Irish or the English courts.
9. Complaints
9.1 We have standard operating procedures in place to ensure that we handle complaints in the best way possible. When we receive a complaint, we ensure that we:
9.1.1 receive complaints with respect and courtesy;
9.1.2 treat complaints as confidential;
9.1.3 accept complaints made orally or in writing or if made electronically;
9.1.4 establish whether the complainant has grounds for making a complaint. and
9.1.5 If there are no grounds for complaint, The Lowdown does not need to proceed with the complaint.
9.2 Please note that the time it will take to handle an investigation is solely dependent on the type of complaint. Be assured that we will inform you via email or telephone each step of the way on how we are dealing with your complaint.
9.3 Please note however that our action in respect of matters which should be raised directly with the Pharmacy Partner may be limited to communicating with them in our capacity as an intermediary.
10. Applicable Regulatory Authorities
Medicines & Healthcare products Regulatory Agency (MHRA)
Address: 151 Buckingham Palace Road
London
SW1W 9SZ
Email: info@mhra.gov.uk
Telephone: 020 3080 6000
Fax: 020 3118 9803
Website: http://medicine-seller-register.mhra.gov.uk
General Pharmaceutical Council (GPhC)
Address: 25 Canada Square London, E14 5LQ London
SW1W 9SZ
Email: info@pharmacyregulation.org
Telephone: 0203 713 8000
Website: https://www.pharmacyregulation.org