RXLive Terms & Conditions

Last updated: 26 September 2026

These Terms & Conditions govern the use of the RXLive website, application, prescription management services and pharmacy services.

Please read these Terms & Conditions carefully.

By registering for and using RXLive services, you agree to comply with these Terms & Conditions. Certain optional services, including repeat prescription management, apply where you have chosen, requested or instructed RXLive to provide those services.

Nothing in these Terms & Conditions affects your statutory rights, your right to make decisions concerning your healthcare, or your right to choose which pharmacy provides your NHS pharmaceutical services.

1. Eligibility, Registration and Account Information

Users registering for the RXLive application, website or pharmacy services must be aged 18 years or over.

A parent, guardian, carer or other appropriately authorised person may use RXLive on behalf of another person where they have appropriate authority to do so. RXLive may undertake reasonable checks to establish that authority.

You must provide complete and accurate information when registering and when subsequently using RXLive.

You are responsible for keeping information held on your account reasonably accurate and up to date, including your:

• name;
• date of birth;
• contact information;
• delivery address;
• GP practice;
• medication information supplied to RXLive;
• NHS prescription charge or exemption status; and
• other information reasonably required for RXLive to provide its services safely.

You are responsible for keeping your login credentials secure and should notify RXLive if you believe your account has been accessed or used without your authority.

2. Privacy and Patient Information

RXLive takes the privacy, confidentiality and security of patient information seriously.

Our Privacy Policy and General Data Protection Regulation Policy explain the personal information we collect, how and why we use it, how it is protected and your applicable data protection rights.

RXLive will process personal and health information in accordance with applicable data protection legislation and healthcare requirements.

Nothing in these Terms & Conditions limits your rights under applicable data protection legislation.

3. Electronic Prescription Service (EPS) Nomination

When registering for or subsequently using the RXLive prescription service, you may choose RXLive as your nominated pharmacy for the purposes of the NHS Electronic Prescription Service (EPS).

Your choice or instruction may be provided:

• through the RXLive application;
• through the RXLive website;
• by telephone or other verbal communication with RXLive; or
• through another appropriate method made available by RXLive.

RXLive may undertake a verification process to confirm your identity, account details, instructions and understanding of the service.

Where you have instructed or authorised RXLive to act as your nominated pharmacy, RXLive may record or update your EPS nomination to RXLive for the purpose of receiving and dispensing prescriptions intended to be supplied through the RXLive service, subject to applicable NHS EPS requirements.

You remain free to choose your nominated NHS pharmacy.

You may ask RXLive to change or remove your nomination at any time by contacting:

support@rxlive.co.uk

A change in EPS nomination does not necessarily cancel a prescription request or order that has already been submitted, issued, downloaded, dispensed or dispatched.

If you wish to cancel an existing RXLive prescription request or order, you should therefore contact RXLive separately as soon as reasonably possible.

4. Access to NHS Clinical Information and Summary Care Record

Where permitted and appropriate, RXLive pharmacists and other appropriately authorised pharmacy professionals may access relevant NHS clinical information, including your Summary Care Record (SCR), where reasonably necessary for the safe and effective provision of pharmacy services.

This may include accessing relevant clinical information during the processing of your prescription and prior to dispensing or dispatch where an RXLive pharmacist considers it appropriate to confirm that the medication being supplied remains current, appropriate and consistent with the information available to the pharmacy.

This is particularly important where RXLive is managing repeat prescriptions on your behalf, as medicines, doses, quantities or treatment instructions may have changed since a repeat request was originally scheduled or submitted.

An appropriately authorised RXLive pharmacy professional may access relevant NHS clinical information where reasonably necessary to:

• confirm your current repeat medication;
• identify whether medication has recently been started, stopped or changed;
• identify relevant changes in dose, strength, quantity or directions;
• reconcile information held on the RXLive Repeat Scheduler against current clinical information;
• investigate a discrepancy between a prescription, medication record and information previously supplied to RXLive;
• undertake appropriate clinical, interaction or patient-safety checks;
• investigate concerns relating to duplicate or potentially inappropriate medication supplies; or
• determine whether clarification should be sought from you and/or your prescriber before medication is supplied.

Where a pharmacist identifies a potentially significant discrepancy or medication change, RXLive may place the affected prescription or order on hold while appropriate clarification is obtained.

Access to NHS clinical information will only be undertaken by appropriately authorised persons, for an appropriate healthcare purpose and in accordance with applicable NHS requirements, professional obligations and data protection law.

Where specific consent or another particular authorisation is required for access, RXLive will obtain or rely upon the appropriate lawful authority in accordance with the requirements applicable at that time.

The purpose of such access is to support patient safety and the appropriate supply of medicines, including helping to ensure, before dispensing or dispatch where appropriate, that RXLive is not supplying medication on the basis of information that has subsequently changed.

5. Professional Standards

RXLive pharmacy services are provided through appropriately registered pharmacy premises and pharmacy professionals.

Pharmacy professionals are regulated by the General Pharmaceutical Council (GPhC) and are expected to:

• provide person-centred care;
• work in partnership with others;
• communicate effectively;
• maintain, develop and use their professional knowledge and skills;
• use professional judgement;
• behave professionally;
• respect and maintain confidentiality and privacy;
• speak up when they have concerns or when things go wrong; and
• demonstrate leadership.

6. Appointments, Consultations and Live Chat

RXLive appointments, consultations and live-chat facilities are subject to availability.

Where a pharmacist consultation is provided, it will be undertaken by an appropriately qualified pharmacy professional.

Online information and live-chat facilities do not replace appropriate professional medical assessment.

If you believe you are experiencing a medical emergency, you should seek appropriate emergency medical assistance.

7. Service Area

Unless expressly stated otherwise, RXLive pharmacy services and products are intended for persons resident in the United Kingdom.

Prescription medicines will only be supplied and delivered where RXLive is legally and operationally able to provide the relevant service.

8. Product and Medicine Availability

Products and medicines are subject to availability.

RXLive aims to obtain prescribed medicines wherever reasonably possible. However, availability may be affected by:

• manufacturers;
• wholesalers;
• national medicine shortages;
• supply-chain interruptions;
• allocation restrictions; and
• other circumstances outside RXLive’s reasonable control.

Where a prescribed medicine cannot be obtained, RXLive may, where appropriate, contact you and/or your prescriber regarding availability and potential alternatives.

The decision whether to prescribe an alternative medicine remains with the relevant authorised prescriber.

9. Processing Orders

Prescription and pharmacy orders may require clinical, legal, administrative and accuracy checks before they can be supplied.

A pharmacist or another member of the RXLive team may contact you and/or your prescriber where further information or clarification is required.

RXLive may send notifications, emails or other communications when an order is:

• requested;
• generated;
• created;
• received;
• updated;
• processed;
• awaiting action;
• awaiting stock;
• dispensed;
• dispatched; or
• otherwise progressing through the RXLive service.

10. Acceptance and Supply

Submitting an order or prescription request does not guarantee that a medicine will be supplied.

Supply may depend upon:

• receipt of a legally valid prescription;
• the decision of the authorised prescriber;
• appropriate clinical and pharmacy checks;
• stock availability;
• payment or valid NHS exemption information where applicable; and
• compliance with applicable legal and professional requirements.

The responsible pharmacist retains professional responsibility for determining whether a medicine can lawfully and appropriately be supplied.

11. Payment and NHS Charges

Where payment is required, RXLive may require payment at an appropriate stage before supply or dispatch.

You are responsible for providing accurate payment information.

Where NHS prescription charges apply, you are responsible for paying the applicable charge unless you have a valid exemption or other entitlement.

12. NHS Prescription Exemptions

You are responsible for providing accurate information regarding your entitlement to free NHS prescriptions.

If you claim an NHS prescription charge exemption, you are responsible for ensuring that the exemption claimed is accurate and valid.

If your circumstances change, you should notify RXLive.

RXLive may contact you where clarification concerning an exemption is reasonably required.

13. Delivery Information

You are responsible for providing RXLive with an accurate and complete delivery address and for notifying RXLive promptly if your address changes.

Where tracking information is provided, you should use the relevant tracking service to monitor the progress of your delivery.

If medicines received appear damaged or appear to have been supplied to the wrong person or address, please contact:

support@rxlive.co.uk

as soon as reasonably possible.

14. Processing and Delivery Times

RXLive aims to process prescriptions promptly and may ordinarily operate within an estimated 24–48 hour processing period where there are no complications.

This is an estimate and not a guaranteed delivery time.

Processing and delivery may be affected by circumstances including:

• GP or prescriber response times;
• clinical queries;
• prescription amendments;
• medicine shortages;
• manufacturer or wholesaler availability;
• NHS systems;
• technical failures;
• weekends and bank holidays;
• adverse weather; and
• postal or third-party delivery networks.

RXLive will take reasonable steps to provide its pharmacy services with appropriate care and skill.

15. Requirement for a Valid Prescription

RXLive can only dispense prescription-only medicines where a legally valid prescription has been received.

The decision whether to prescribe a medicine remains with your doctor or other authorised prescriber.

Submitting a request through RXLive does not guarantee that your GP or prescriber will issue the requested prescription.

RXLive is not responsible for the clinical prescribing decision of an independent prescriber.

16. Electronic Repeat Prescription Requests

RXLive repeat prescription requests may be generated electronically through our application, website and/or repeat prescription management systems.

Requests may be submitted to the GP practice or prescriber recorded on your account.

You are responsible for ensuring that information you provide to RXLive is accurate and for informing RXLive of relevant changes to your medication requirements.

You should review communications sent to you and check the status of prescription requests and orders being managed through RXLive.

17. RXLive Repeat Scheduler

Where you have asked RXLive to assist with managing your regular repeat medication, a Repeat Scheduler may be established on your account.

A Repeat Scheduler may be established following:

• an instruction through the RXLive application;
• an instruction through the RXLive website;
• telephone or other verbal communication with RXLive; or
• another recorded instruction provided by you or a person appropriately authorised to act on your behalf.

The Repeat Scheduler is designed to assist with the ongoing management of your regular medication by generating repeat prescription requests at the intervals recorded on your account.

The frequency may be based upon information provided by you, medication quantities, prescribing information, prescription history and/or an agreed schedule recorded on your RXLive account.

A scheduled request is a request for a prescription.

It does not mean that a prescription has been issued and does not guarantee that medication will be supplied.

Your GP or other authorised prescriber remains responsible for deciding whether a prescription should be issued and which medicines should be prescribed.

18. Repeat Scheduler Notifications

RXLive may send you emails, application notifications, SMS messages or other communications concerning:

• upcoming or generated repeat requests;
• requests submitted to your GP;
• active orders;
• prescriptions received;
• medication or order queries;
• changes to an order;
• dispensing activity;
• dispatch; and
• delivery.

These communications are intended to keep you informed about prescription activity being managed through RXLive.

You should review these communications.

If you receive a communication concerning medication that you:

• no longer require;
• have stopped taking;
• have sufficient supplies of;
• now take at a different dose or frequency;
• have had changed by your prescriber; or
• otherwise do not wish RXLive to request or supply,

please contact RXLive as soon as reasonably possible at:

support@rxlive.co.uk

19. Your Right to Amend, Pause or Cancel the Repeat Scheduler

You may ask RXLive to amend, pause or cancel your Repeat Scheduler at any time.

There is no requirement for you to continue using RXLive’s Repeat Scheduler.

You may ask RXLive to:

• remove an individual medicine;
• add an appropriate repeat medicine;
• change the scheduled frequency;
• temporarily pause a medicine;
• postpone the next request;
• cancel an upcoming scheduled request;
• request cancellation of an active order; or
• discontinue RXLive repeat prescription management entirely.

You can do this by contacting:

support@rxlive.co.uk

or by using another cancellation or amendment method made available by RXLive.

RXLive will take reasonable steps to action your instruction promptly.

20. Cancelling an Active Request or Order

If you receive an email or notification relating to a prescription request or active order that you do not require, please contact RXLive as soon as reasonably possible.

RXLive will take reasonable steps to stop or cancel the request or order where this remains operationally possible.

Cancellation cannot always be guaranteed where, for example:

• a prescription request has already been submitted to your GP;
• the request has already been acted upon by the prescriber;
• an electronic prescription has already been issued;
• the prescription has already been downloaded for processing;
• clinical or accuracy checks have been completed;
• medication has already been assembled;
• medication has already been dispensed; or
• medication has already been dispatched.

Where cancellation is no longer reasonably possible, RXLive will explain the available options where appropriate.

21. Meaning of an Active Request or Order

For the purposes of these Terms & Conditions, an active request or order may include:

• a scheduled repeat request awaiting submission;
• a repeat request submitted to your GP or prescriber;
• a request awaiting a prescribing decision;
• a prescription issued by your prescriber;
• an electronic prescription awaiting processing;
• a prescription undergoing pharmacy checks;
• medication being assembled or dispensed; or
• medication awaiting dispatch.

An active request does not guarantee that a prescriber will issue a prescription.

22. Repeat Scheduler and EPS Nomination During an Active Request

Where you have chosen or instructed RXLive to act as your nominated pharmacy and RXLive is managing an active prescription request or order for you, your EPS nomination may be set or updated to RXLive where necessary to enable RXLive to receive and process the resulting electronic prescription, subject to your recorded choice or instructions and applicable NHS EPS requirements.

Where RXLive remains your nominated pharmacy and an active RXLive request results in an electronic prescription being issued to RXLive, RXLive may download and process that prescription in the ordinary course of providing the pharmacy service.

The existence of an active RXLive request or order does not remove your right to choose or change your nominated pharmacy.

If you choose another pharmacy while an RXLive request remains active, changing your nomination does not necessarily cancel:

• the underlying repeat request;
• a request already submitted to your prescriber;
• a prescription already issued;
• a prescription already downloaded; or
• an order already being processed.

If you wish to stop both your RXLive Repeat Scheduler and an existing active request or order, please make this clear when contacting RXLive so that both matters can be reviewed and actioned where possible.

You may contact:

support@rxlive.co.uk

regarding your Repeat Scheduler, active order or EPS nomination.

23. Medication Changes and Repeat Medication Accuracy

You should notify RXLive as soon as reasonably possible where you become aware that:

• a medicine has been stopped;
• a dose has increased or decreased;
• a strength has changed;
• the frequency has changed;
• a medicine is no longer required;
• a new regular medicine has been prescribed;
• you have accumulated sufficient medication and wish to postpone the next request; or
• another change means that your Repeat Scheduler no longer accurately reflects your requirements.

Where RXLive becomes aware of a potentially significant discrepancy between your Repeat Scheduler, prescription and available current clinical information, RXLive may seek clarification from you and/or your prescriber before dispensing.

RXLive may undertake appropriate checks of available NHS clinical information in accordance with clause 4 where a pharmacist considers this reasonably necessary for patient safety.

Patient safety will take priority where clarification is reasonably required.

24. Pre-Dispensing and Pre-Dispatch Safety Checks

RXLive pharmacists may undertake appropriate clinical and medication checks during the processing of a prescription and, where reasonably necessary, before medication is dispensed or dispatched.

These checks may include reviewing relevant NHS clinical information where permitted and appropriate to establish whether there has been a material change to your medication or other information relevant to safe supply.

Where a pharmacist identifies:

• a medication that appears to have been discontinued;
• a material dose or strength change;
• a potentially duplicated supply;
• a discrepancy with the Repeat Scheduler;
• a potentially significant interaction;
• conflicting medication information; or
• another matter requiring clarification,

RXLive may temporarily hold the affected prescription or order while appropriate clarification is obtained.

This is a patient-safety measure and does not guarantee that every change made by another healthcare provider will necessarily be visible to RXLive before supply.

25. Communications and Records

RXLive may communicate with you regarding your pharmacy service using contact information held on your account, including by:

• email;
• telephone;
• SMS;
• application notification; or
• another appropriate communication method.

You are responsible for keeping your contact details reasonably up to date.

RXLive may maintain appropriate records of:

• prescription requests;
• prescription orders;
• Repeat Scheduler instructions;
• activation of repeat management;
• medication schedules;
• medication changes;
• pauses and cancellations;
• EPS nomination instructions;
• communications;
• dispensing activity;
• clinical interventions; and
• other relevant pharmacy activity,

in accordance with applicable legal, regulatory and professional requirements.

If you believe a prescription request or order has been generated incorrectly or contrary to an instruction you previously gave RXLive, please contact:

support@rxlive.co.uk

so that the matter can be investigated.

26. Private Prescriptions

Uploading a photograph or copy of a private prescription does not, by itself, constitute transmission of a legally valid prescription where an original or another legally recognised form is required.

A photograph may be used for preliminary assessment, availability or pricing where appropriate.

RXLive will advise you where further documentation or an original prescription is required before dispensing.

27. Website and Healthcare Information

Information provided through the RXLive website, application, live chat or other informational services is intended for general information and support.

It does not replace your relationship with your GP, pharmacist or other healthcare professional.

You should read medicine labels and patient information leaflets and seek appropriate professional advice where required.

If you believe you are experiencing a medical emergency, seek appropriate emergency medical assistance.

28. Third-Party Services and Websites

RXLive may provide links to third-party websites or services for information or convenience.

RXLive does not control third-party websites and is not responsible for their content, availability or privacy practices.

The inclusion of a link does not necessarily constitute endorsement of the third party or its content.

29. Circumstances Outside RXLive’s Reasonable Control

RXLive may rely upon third parties and external systems in providing pharmacy services.

These may include:

• GP practices;
• prescribers;
• NHS systems;
• NHS Spine/EPS infrastructure;
• medicine manufacturers;
• pharmaceutical wholesalers;
• postal operators;
• couriers;
• telecommunications providers; and
• technology providers.

RXLive will not be responsible for delay or failure caused by circumstances outside its reasonable control to the extent permitted by law.

Nothing in this clause removes any responsibility that RXLive cannot lawfully exclude.

30. Liability

RXLive will provide its pharmacy services with the standard of care required by applicable law and professional requirements.

Nothing in these Terms & Conditions excludes or restricts liability where doing so would be unlawful.

In particular, nothing in these Terms excludes or restricts liability for death or personal injury caused by negligence or any other liability that cannot legally be excluded.

Nothing in these Terms affects your statutory rights.

31. Patient Choice and Choice of Pharmacy

You remain free to choose which pharmacy provides your NHS pharmaceutical services.

Nothing in these Terms & Conditions is intended to prevent you from changing your nominated pharmacy.

You may ask RXLive to amend or remove your EPS nomination or discontinue RXLive’s Repeat Scheduler.

If an existing prescription request or order is already in progress when you make such a request, RXLive will review its status and take reasonable steps to action any cancellation or other instruction where operationally possible.

Changing nomination alone does not necessarily cancel a prescription request or order already in progress.

Where you want both your nomination and an active RXLive request changed or cancelled, please tell RXLive expressly so that both instructions can be addressed.

32. Raising a Complaint or Concern

RXLive encourages patients to raise concerns so that they can be investigated appropriately and, where necessary, learning or corrective action can be undertaken.

You should contact RXLive if you believe that RXLive has:

• requested medication incorrectly;
• failed to action an instruction;
• generated an unwanted repeat request;
• supplied or processed an incorrect medicine;
• failed to update your Repeat Scheduler;
• failed to action a nomination instruction;
• sent medication to an incorrect address; or
• otherwise provided a service about which you are concerned.

Raising a complaint or concern will not affect your right to receive appropriate pharmacy care.

33. Contacting RXLive

Where these Terms ask you to contact RXLive concerning a:

• prescription;
• Repeat Scheduler;
• medication change;
• cancellation;
• active order;
• EPS nomination;
• delivery;
• complaint; or
• other pharmacy matter,

please contact:

support@rxlive.co.uk

Please provide sufficient information for RXLive to identify your account and understand your request.

Where your medication requirement is urgent, you should clearly explain the urgency when contacting RXLive.

34. Statutory Rights

Nothing in these Terms & Conditions affects any statutory rights you have as a patient or consumer.

Nothing in these Terms seeks to exclude or restrict any right, remedy or liability that cannot lawfully be excluded or restricted.

35. Changes to These Terms & Conditions

RXLive may update these Terms & Conditions from time to time where reasonably necessary, including to reflect:

• changes to RXLive services;
• changes to NHS arrangements;
• changes to applicable law;
• regulatory or professional requirements;
• patient-safety requirements;
• technological changes; or
• reasonable operational changes.

Where a change is material, RXLive will take reasonable steps to bring the change to the attention of affected users where appropriate.

The current version of these Terms & Conditions will be made available through the RXLive website and/or application and should identify the date on which it was last updated.

Changes to these Terms & Conditions do not remove rights that cannot lawfully be excluded or restricted.

36. Severability

If any provision of these Terms & Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision will be treated as modified or removed to the minimum extent necessary.

The remaining provisions will continue to apply to the extent permitted by law.

37. Governing Law and Jurisdiction

These Terms & Conditions are governed by the laws of England and Wales.

Nothing in this provision removes or restricts any mandatory consumer right you may have regarding applicable law or jurisdiction.

Important Information About RXLive Repeat Prescription Management

If you use the RXLive Repeat Scheduler, RXLive may generate repeat prescription requests according to the schedule recorded on your account.

Please review the notifications we send you concerning your repeat medication.

If:

• you do not require an upcoming prescription;
• you already have sufficient medication;
• your medication has changed;
• your dose or frequency has changed;
• a medicine has been stopped;
• you wish to postpone a request; or
• you wish to pause or stop repeat management,

please contact:

support@rxlive.co.uk

You can ask to amend, pause or cancel your Repeat Scheduler at any time.

Where cancellation of an active request or order is requested, RXLive will take reasonable steps to stop it where this remains operationally possible.

Your GP or other authorised prescriber remains responsible for deciding whether a prescription is issued.

RXLive pharmacists may undertake appropriate clinical checks, including reviewing relevant NHS clinical information where permitted and reasonably necessary, to help identify medication changes and support the safe supply of medicines.

Where an active RXLive request exists, EPS nomination may be used or updated in accordance with your recorded choice or instructions and applicable NHS requirements so that RXLive can receive a prescription intended for the RXLive service.

An active order does not remove your right to choose another pharmacy.

You remain free to choose your nominated NHS pharmacy and may ask to stop RXLive repeat prescription management at any time.