Terms of service

Krystal Rx helps you send a private prescription to a GPhC-registered pharmacy, receive a quote, pay, and have medicines delivered within SW1–SW20. The legal entity is To be published before go-live.

We do not prescribe. We do not replace your GP or the clinician who issued the prescription. We only dispense against a valid private prescription you already hold. We do not dispense NHS prescriptions.

You must:

• Be at least 18 years old.
• Be the patient named on the prescription, or their authorised representative.
• Have a delivery address in SW1–SW20.
• Submit a genuine private prescription issued by a UK-registered clinician, or a valid electronic prescription code from a supported provider.

We may ask for photo ID or extra checks before dispensing, especially for high-risk or controlled medicines.

A request is a request for a quote, not a binding order. A pharmacist reviews what you sent and may contact you. Prices are confirmed in the quote. Unusual items, unreadable scripts, and anything that may be a controlled drug are handled manually.

When you accept a quote and pay, you offer to buy those medicines at that price. The contract is formed when the pharmacy accepts and begins to dispense. Payment is taken by Stripe. Until payment is received we may hold or cancel the order.

A GPhC-registered pharmacist checks every prescription against the original document before supply. They may refuse or query an item if it is unclear, unlawful, clinically inappropriate, out of date, already dispensed, or not available. That decision is professional and final for this service.

We may contact your prescriber if needed to confirm the prescription. We will not change the prescribed treatment ourselves.

Delivery is limited to SW1–SW20. Timescales given after payment are estimates. Risk in the goods passes when the courier records delivery to the address you gave. See the Delivery policy.

You can cancel a quote before you pay, at no charge. After payment, medicines are generally exempt from the usual 14-day cooling-off right once they have been dispensed or the seal is broken, because they are health products prepared for you. Full detail is in the Cancellations, returns & refunds policy.

• Information you give must be accurate and complete.
• Uploads must be of your own prescription, not copied or altered.
• You must store and use medicines as labelled and as your clinician advised.
• You must tell us if your details or the prescription change.

Misuse of the site is also covered by the Acceptable use policy.

You are responsible for keeping your password confidential. Tell us if you think someone else has used your account. We may suspend an account to protect you, the pharmacy, or the public.

Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be limited under English law. We are not liable for the clinical decision to prescribe — that sits with your clinician. We are not liable for delays caused by incomplete documents, courier disruption, or events outside our reasonable control.

For other losses our total liability for a paid order is limited to the amount you paid for that order.

See the Complaints policy. You may also contact the GPhC.

These terms are governed by the law of England and Wales. The courts of England and Wales have jurisdiction, without affecting any mandatory consumer rights you have in the UK.