Terms and Conditions

Stated here are our terms and conditions on which you may make use of www.trueshepherdclinic.com either as a registered client or guest. Please read these terms of use carefully before you start to use the site. By using our site, you indicate that you accept these terms of use and that you agree to abide by them. If you do not agree to these terms of use, please refrain from using our site. All consultations are subject to these website’s terms and conditions.

  1. Information about us

1.1 True Shepherd Clinic (trueshepherdclinic.com) is an arm of True Shepherd Clinical Services Limited which was incorporated in England and Wales under company number 13103165. True Shepherd clinic is regulated by the General Pharmaceutical Council.

  1. Our Services and how you should use our Services

2.1 Services provided by True Shepherd Clinic:

We provide medical consultations via secure messaging, telephone or video conversations based on a submission of a self- completed online consultation questionnaire form. There could be circumstances when self-completion of the consultation form might not be required to proceed & complete a consultation.

WriteUpp, which is ISO27001 certified and GDPR ready provides True Shepherd Clinic a comprehensive clinical management system, security & data protection for all day-to-day clinical operational use on our website . It uses two-factor authentication login and encrypted data replication across different servers to keep your records safe. Trusted by Britain’s private practice owners.

A private prescription will only be issued on a basis of clinical indication and safety after every consultation. This can be sent directly to you or a pharmacy of your choice for self-referrals or to a referred pharmacy for pharmacy referrals. If you encounter any issues, reach us at trueshepherdclinic1@gmail.com.

We provide follow-up medical advice to address any side effects and other issues arising from treatment. Please send us a WhatsApp message. We keep your GP informed with your consent.

2.2 Our website (www.trueshepherdclinic.com) is only intended for use by people resident in the U.K. or visiting the U.K.

2.3 By booking a consultation through our website, you confirm that:

  • you are legally capable of entering into binding contracts; and you are at least 18 years old;
  • you are resident or visiting the U.K and you are accessing our website from the U.K.

2.4 You must use our website and Services with care and in compliance with the below:

The provision of Services to you is conditional on you completing our consultation questionnaires contained on our website truthfully and honestly. You must reveal and disclose all relevant information truthfully to enable us to provide you the right course of management.

We cannot and are not liable for any damages which results from a failure of you to follow advice given on the website or from your failure to pass on information given on the website to your regular healthcare provider. You accept that the advice given on the website does not replace your regular healthcare provider. We advise the importance of informing your regular healthcare provider about the treatment and medication received.

All the information contained on our website is in English. You are solely responsible for ensuring that you understand the questions in the questionnaires you complete on our website. You must communicate with trueshepherdsclinic.com and/or your regular health care provider if you do not understand a question or are unsure of how you should answer certain questions, or you do not fully understand the advice or information given to you on our website.

If medicinal item(s) is/are prescribed to you, you are responsible for checking that the prescribed item(s) dispensed by your pharmacy matches what was prescribed by True Shepherd Clinic on our site. The responsibility of dispensing any item against an issued private prescription by True Shepherd Clinic lies with the dispensing chemist/ pharmacist. It is important that you carefully read all product packaging and labels prior to use.

  1. Booking Appointments

Appointments can be booked through a Registered Pharmacy or by self. More information on how this is done are clearly stated under “pharmacy referral” and “self referral” tab.

When going through our appointment booking process, we will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website.

  • NOTE: You cannot record any telephone or video consultations. You are also not permitted to take photos (of any kind) of the clinician. Such actions will lead to a breach of which appropriate action will be taken against you, including terminating the service and completely restricting your use of True Shepherd clinic services.

An appointment is not accepted as a result of one of the following:

  • The presenting condition is outside the realm of practice within this platform.
  • You do not meet the eligibility criteria set out in the main Terms & Conditions.
  • A prescription could not be issued (at the discretion of the duty prescriber.)
  1. Accessing our website

4.1 Access to our website is permitted on a temporary basis, and we reserve the right to withdraw or amend the service we provide on our site without notice. We will not be liable if for any reason our website is unavailable at any time or for any period.

4.2 From time to time, we may restrict access to some parts of our website, or our entire website, to users who have registered with us.

4.3 If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential, and you must not disclose it to any third party. We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our opinion you have failed to comply with any of the provisions of these terms of use.

4.4 You are also responsible for ensuring that all persons who access our website through your internet connection are aware of these terms, and that they comply with them.

  1. Our website will potentially be subject to regular Updates

5.1 We aim to update our website regularly and may change the content at any time. If the need arises, we may suspend access to our site, or close it indefinitely.

5.2 Any of the material on our website may be out of date at any given time, and we are under no obligation to update such material although we endeavour to update materials regularly.

  1. Intellectual property rights

6.1 We are the owners of the license of all intellectual property rights in our website, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

6.2 You may print off one copy, and may download extracts, of any page(s) from our website for your personal reference and you may draw the attention of others within your organisation to material posted on our site.

6.3 You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

6.4 Our status as the authors of material on our site must always be acknowledged.

6.5 You must not use any part of the materials on our website for commercial purposes without obtaining a licence to do so from us or our licensors.

6.6 If you print off, copy, or download any part of our website in breach of these terms of use, your right to use our website will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

  1. Our liability

7.1 The material displayed on our website is provided without any guarantees, conditions, or warranties as to its accuracy.

7.2 Subject to clause 7.4, if in delivering our Services to you, we fail to comply with these terms of use, we shall only be liable to you for the purchase price of the Services.

7.3 Subject to clause 7.4 below, to the extent permitted by law, we, other members of our group of companies and third parties connected to us hereby expressly exclude:

All conditions, warranties, and other terms, which might otherwise be implied by statute, common law, or the law of equity.

Any liability for any direct, indirect, or consequential loss or damage incurred by any user in connection with our website or in connection with the use, inability to use, or results of the use of our website and Services, any websites linked to it and any materials posted on it, including, without limitation any liability for:

  • loss of income or revenue;
  • loss of business;
  • loss of profits or contracts;
  • loss of anticipated savings;
  • loss of data;
  • loss of goodwill;

wasted management or office time; and for any other loss or damage of any kind, however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable, provided that this condition shall not prevent claims for loss of or damage to your tangible property or any other claims for direct financial loss that are not excluded by any of the categories set out above.

7.4 Nothing in these terms of use limit our liability for:

  • death or personal injury arising from our negligence;
  • fraudulent misrepresentation or misrepresentation as to a fundamental matter; or
  • any other liability which cannot be excluded or limited under applicable law.
  1. Registration

8.1 In order to use the service, you will be registered with trueshepherdclinic.com and to create a personal secure online patient record. We reserve the right to suspend or terminate access at any time if we believe that your continued use of our services will prejudice others or us. By registering to use the service, you:

  • confirm that the information you provide is accurate and complete.
  • agree to keep your username and password confidential and to take reasonable steps to protect and not to share the login details for your online patient record with anyone.
  • must not create more than one account with trueshepherdclinic.com.
  • confirm that you are aged 18 or over.
  1. Written Communication

Applicable laws require that some of the information or communications we send to you should be in writing. When using our site, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information, and other communications that we provide to you electronically comply with any legal requirement that such communications will be in writing. This condition does not affect your statutory rights.

  1. Viruses, hacking and other offences

10.1 You must not misuse our website by knowingly or unknowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful.

10.2 You must not attempt to gain unauthorised access to our site, the server on which our website is stored, or any server, computer or database connected to our site.

10.3 By breaching this clause 10, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities, and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our website will cease immediately.

10.4 We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our site or to your downloading of any material posted on it, or on any website linked to it.

  1. Linking to our website

11.1 You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it in any way whatsoever, but you must not establish a link in such a way as to suggest any form of association, approval, or endorsement on our part where none exists.

11.2 You must not establish a link from any website that is not owned by you.

11.3 Our website must not be framed on any other website, nor may you create a link to any part of our website other than the home page. We reserve the right to withdraw linking permission without notice.

11.4 If you wish to make any use of material on our website other than that set out above, please address your request to info@trueshepherdclinic.com.

  1. Links from our website

Where our website contains links to other websites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those websites or resources, and accept no responsibility for them or for any loss or damage that may arise from your use of them.

  1. Jurisdiction and applicable law

13.1 The English courts will have exclusive jurisdiction over any claim arising from, or related to, a visit to our website although we retain the right to bring proceedings against you for breach of these conditions in your country of residence or any other relevant country.

13.2 These terms of use and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.

  1. Entire Agreement

These terms of use and any document expressly referred to in them constitute the whole agreement between us and supersede all previous discussions, correspondence, negotiations, previous arrangement, understanding or agreement between us relating to the use of our website and the Services made available on it.

  1. Variations

We may revise these terms of use at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we made, as they are binding on you. Some of the provisions contained in these terms of use may also be superseded by provisions or notices published elsewhere on our website.

  1. Your concerns

If you have any concerns about material which appears on our website or concerns with regards to our Services, please contact info@trueshepherdclinic.com.


  1. Others

  2.  Age

All registered customers must be 18 years or over.

  • Complaints

At True Shepherd clinic, we aim to ensure that our patients get a high standard of service that we can offer. However, we have a formal complaints procedure should any issues arise during this process. We aim to acknowledge all complaints in 2 working days and to respond formally in writing via email within 10 working days. We will do our best to resolve all issues. Send an email to info@trueshepherdclinic.com.

  • Appointment Cancellation & Refund

You can cancel your clinical appointment up to 48 hours prior to the appointment to obtain a full refund. The reason behind this is to allow a reasonable time for another client to take that booking spot vacated due to the cancellation. A refund can take between 5-10 working days to complete. Send an email to info@trueshepherdclinic.com.