Patient terms and conditions

  1. Your online doctor Limited (the “Company”) is an online platform trading as Medipole  pm (Doctor book and meet). In these terms and conditions, references to the Company shall also mean references to Medipole  pm and vice versa.
  2. Medipole is a virtual clinic where you (the “Patient”) will meet your chosen consultant or healthcare practitioner (“Practitioner”) on our online platform.
  3. As Medipole is a facilitator for Patients to engage with their Practitioner. Furthermore, the Practitioners are not employees of the Company. The Company therefore assumes no responsibility for the consultation itself or any malpractice implications. By proceeding with the booking, the Patient acknowledges that no legal liability can arise to the Company as a consequence of any future issue arising with the consultation booked. The Company nonetheless confirms that it has ensured that each Practitioner holds indemnity insurance for the speciality that they offer.
  4. All of our Practitioners are registered with UK regulatory bodies as the General Medical Council or the Health and Care Professions Council.
  5. All of our psychologists are members of British Psychological Society (BPS)
  6. The Company organizes the booking process, will keep your data safe (in accordance with our privacy policy and notice – please see attached), will collect the fee on behalf of the Practitioners, and monitor the performance of the Practitioner through the patient feedback process.
  7. The fee of the consultation will be set by the Practitioner and will vary depending on the type of the consultation: e.g. either initial consultation, follow up or 2nd opinion consultation. The Company has no ability to influence fees set by the Practitioner and cannot interfere in any disputes between the Practitioner and the Patient.
  8. All fees for online consultations are payable in full at the time of booking on the Medipole platform.
  9. Each practitioner sets his/her own cancellation policy (which is available on the Medipole platform). If the Patient cancels within any free cancellation window provided by the Practitioner, a full refund will be issued. If the Patient cancels beyond the free cancellation period that been set by the Practitioner, Medipole can raise a request on the Patient’s behalf to the Practitioner to refund or re-schedule the appointment. Medipole has no influence on the outcome of the request and will not, under any circumstances, accept any liability in connection with any refusal of the Practitioner to provide a refund to the Patient.
  10. You are not allowed to record the online consultation by any means.

For UK- resident patients:

  1. Some Practitioners accept self-referrals, and some do not. If you want to see a Practitioner that requires a referral, then you may either obtain a referral letter from your usual GP, or you can meet a GP on the Medipole platform in order to request a referral letter for a specialist practitioner.
  2. As online consultations are payable upon booking, Medipole cannot and will not engage with any insurance claim that the Patient may initiate to recover monies paid to a Practitioner. Medipole will not, under any circumstances, accept any liability for refunds that may or may not be due to the Patient by virtue of any private insurance policy held by the Patient.
  3. Any face-to-face clinic appointments booked by the Patient are payable by the Patient at the clinic at the time of the consultation in accordance with the Practitioner’s own requirements.
  4. The Practitioner will send reports of your condition to your named GP.If you do not want information regarding the consultation to be sent to your GP, you need to discuss this with your Practitioner, and he/she may agree or not. Medipole cannot influence this decision.
  5. If scans, laboratory or other investigative tests are requested after the initial consultation, Medipole can help you choose a nearby service provider where you can have the required investigation(s). You can either choose to send the results and reports to Medipole so we can send them to the Practitioner who can follow up with you, or you can send these to your practitioner if you have agreed a further face to face appointment.
  6. Medipole is not involved in any procedure or face to face appointment that may be arranged during your consultation. This is a separate agreement between you and the Practitioner who you see during the consultation.
  7. If you are booking the appointment on behalf of a infant/minor, you must declare your legal parental responsibility of the infant/minor.
  8. If you are booking the appointment on behalf of a patient that has no capacity to do so, you declare that you have the legal authority to do so on his/her behalf.
  9. The Practitioner that you will meetmay decide that you need to sign a consent. Medipole can send it to you on the Practitioner’s behalf.
  10. Medipole will keep your records securely in accordance with relevant regulations for a minimum period of 8 years.

For Overseas patients

  1. Medipole is based in Wales, United Kingdom and is regulated by HealthCare Inspectorate Wales (HIW). Medipole holds no responsibility if this service is not allowed in your country. It is your own responsibility to comply with the law in your home country. By accepting the booking through Medipole you expressly confirm that you agree that you are legally able to access the services provided by Medipole under the law of your home country and will indemnify and hold Medipole harmless against any breach of the law of your home country in accessing such services.
  2. All our healthcare practitioners are based in UK and their indemnity insurance is provided through UK providers. By proceeding with your consultation booking , you accept that the UK regulatory bodies are the only responsible bodies for handling any claim may arise from the consultation.
  3. If you require a face-to-face appointment or procedure in the UK , Medipole may be able (but shall not be under any obligation) to help you to organise this trip including providing assistance with booking of suitable accommodation. Medipole  shall have no responsibility in regard to UK entry requirements set by the UK Home Office (visa requirements) – these vary according to your country of origin. Before proceeding with making such arrangements to attend a face-to-face appointment or procedure in the UK, you should ensure that you have all necessary visa and entry requirements in order to visit the UK.
  4. If your consultation requires a prescription and the prescribed medicine is not available in your home county, Medipole may help you to buy and ship this medicine from the UK. Medipole has no responsibility and accepts no liability concerning the legality of this medicine in your home country or any responsibility or liability for the shipment or customs clearance in your home country. You accept that by proceeding with treatment through Medipole that any issues regarding prescriptions in your home country is at your own risk.

Summary of Privacy notice

This privacy notice provides information on how Your Online Doctor Limited (the “Company”) – trading as Medipole – collects and processes your personal data when you visit our website or when you purchase a product or service through our website.

It is important that you read this privacy notice together with our website privacy policy which contains more detailed information about our data processing and can be accessed at the privacy policy page.

  1. Important information and who we are

The Company is the controller and responsible for your personal data.

We have appointed a data privacy manager. If you have any questions about this privacy notice or our data protection practices please contact the data privacy manager.


Our full details are:

Your Online Doctor Limited

Name or title of data privacy manager: Dr. Shoukry Rozek

Email address:

Postal address: 10 Hill Terrace, Llandudno, LL30 2LS

Telephone number: 01492 874020

  1. The data we collect about you

We may collect, use, store and transfer different kinds of personal data about you as follows:

  • Identity Data.
  • Contact Data.
  • Financial Data.
  • Transaction Data.
  • Technical Data.
  • Profile Data.
  • Usage Data.
  • Marketing and Communications Data.

We use different methods to collect data about you, which are explained here.

  1. How we use your personal data

We will only use your personal data for the purpose for which we collected it which include the following:

  • To register you as a new customer.
  • To process and deliver your order with our consultants or healthcare practitioners including the use of your personal data for all medical purposes associated with the provision of your healthcare needs and in accordance with all relevant medical regulations.
  • To manage your relationship with us.
  • To enable you to participate in feedback or complete a survey.
  • To improve our website, products/services, marketing or customer relationships.
  • To recommend products or services which may be of interest to you.
  1. How we share your personal data

We may share your personal data with external third parties if required by medical or healthcare regulation. While we will endeavour to inform you if we have to share your personal data, there may be clinical or professional circumstances arising which may, in accordance with existing legislation, require us to share information with third parties.

  1. International transfers

We may transfer, store and process your personal data outside the European Economic Area.

  1. Your legal rights

Under certain circumstances, you have rights under data protection laws in relation to your personal data including the right to receive a copy of the personal data we hold about you and the right to make a complaint at any time to the Information Commissioner’s Office, the UK supervisory authority for data protection issues (

  1. Further details

If you are looking for more information on how we process your personal data including on data security, data retention and lawful processing bases, please access our website privacy policy.

Heathcare Inspectorate Wales Certification: English | Welsh

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