Terms & Conditions

Terms of use for this website

1. Overview

This page, along with our Privacy Policy, provides you with information about us and the legal terms and conditions ("Terms") that apply to your access to our services (“Platform Services”) on our website, located at www.drnote.co.uk ("our site").

Our site and platform allows you to access Healthcare Professional Services (“Health Services”), including online consultations (“Consultations”) with third-party healthcare professionals who may issue a private health outcome such as a medical certificate if deemed appropriate for your situation.

These Terms also govern the ownership and use of any materials, documentation, and intellectual property rights belonging to us or any of our GPs ("Material").

Please read these Terms carefully and ensure you understand them. Before accessing the Platform Services on our site, you will be asked to agree to these Terms. If you do not accept these Terms, you will not be permitted to access the Platform Services on our site.

2. About Us

We are DrNote Limited, a company registered in England and Wales with company number 15992387 and have our registered office at Suite A, 82 James Carterton Road, Mildenhall, IP28 7DE.(the "Company", "we", or "us"). We are responsible for operating our site and facilitating your access to the Platform Services. 

We enable access to selected third-party suppliers ("GPs"), including registered healthcare professionals (“Healthcare Professionals”), each of which is responsible for providing the relevant Health Services according to the additional terms and conditions set out in Part 2 (Health Services performed by the relevant Healthcare Professional) of these Terms. You should review and accept these terms and conditions before accessing the Platform Services through our site. By making the Platform Services available to you on our site, you acknowledge that we act as an agent for and on behalf of these GPs.

We work with several Healthcare Professionals who independently and privately offer their services through the platform. The identity, contact, and registration details of these Healthcare Professionals will be provided to you at their sole discretion when you receive a Health Outcome through our site.

We cannot guarantee that each time you access our site to make a new enquiry, you will be allocated the same Healthcare Professional as previously. If you are dissatisfied with any Healthcare Professional allocated to you, please contact us by email at hello@drnote.co.uk

You acknowledge and agree that it is the responsibility and liability of the Healthcare Professionals to write and review the clinical questionnaires related to accessing their services, conduct consultations with you, and provide suitable health outcomes (“Outcomes”) or issue health documents (“Certificates") based on your responses to the clinical questionnaires.

3. Contacting Us

The most convenient way to contact us is by email, hello@drnote.co.uk or via out Contact Us page.

Our role is to facilitate access to the Health Services provided by the GPs and manage the relationship between you and the GPs. If you need to contact any of the GPs regarding any Health Services they have provided, please contact us in the first instance by email at hello@drnote.co.uk. Include your order number or account details to help us identify you.

When these Terms mention communication in writing, this includes communication made by us or any Associate through on-screen messages, notifications, prompts, or other communications or information provided to you via our site or by email using an email address you have provided to us. This clause does not apply to the requirements of service of any documents in legal proceedings.

4. Communication and Security

By accepting these Terms, you are communicating with us electronically, and you are deemed to consent to receiving electronic communications from us or our GPs. Electronic communications include, but are not limited to, emails, notifications, alerts, disclosures, and information fields or other information provided via our site. You agree that any electronic communication made to you by us is sufficient to satisfy any legal requirement that such communication be made to you in writing.

If you choose or 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 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 reasonable opinion, you have failed to comply with any of these Terms.

If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us at hello@drnote.co.uk

5. How We Use Your Personal Information

The use of your personal information is subject to our Privacy Policy. Please ensure that you have read and understood our Privacy Policy before accessing the Platform Services.

We will not use any of your personal information for any purpose other than those contained within our Privacy Policy and as set out below.

We will use the personal information you provide to us in order to:

• Verify your identity;

• Enable GPs to provide you with Health Services, Outcomes and Certificates if applicable;

• Facilitate payments and refunds for Platform Services;

• Enhance and improve the quality of the Services that we provide;

• Comply with requests made by regulatory bodies and/or as otherwise required by law;

• Enable GPs to provide relevant information to your GP or other regular healthcare providers; and/or

• Prevent fraud and/or other relevant criminal offences.

We use various identity verification services to check your details, which are checked against multiple sources. By agreeing to these Terms, you grant us permission to perform such checks. If we cannot verify your identity using these checks, we will contact you requesting further evidence of your identity.

You consent to information about yourself, including but not limited to the information you provide as part of the online consultation, being viewed and exchanged by and between us, our employees, and GPs for the purpose of supplying Certificates and/or Health Services to you.

6. Changes to These Terms or Our Site

We may amend these Terms from time to time.

Every time you wish to use our site, please check these Terms to ensure you understand the terms and conditions that apply at that time.

We may revise these Terms from time to time to reflect the following circumstances:

• Changes in relevant laws and regulatory requirements; or

• Where we, in our absolute discretion, deem it necessary or desirable.

Despite the above, if we revise these Terms, we will endeavour (but without obligation) to contact you to inform you of the changes.

We may also update and change our site from time to time to reflect changes to the Health Services, our users’ preferences regarding their experience of the site, and/or our business priorities

7. Links

Links to third-party websites on our site are provided solely for your convenience. If you use such links, you leave our site. We have not reviewed these third-party websites and do not control and are not responsible for them or their content or availability. We, therefore, do not endorse or make any representations about them, or any material found there, or any results which may be obtained from using them. If you decide to access any of the third-party websites linked to our site, you do so entirely at your own risk.

You may link to our home page, provided you do so in a way that is fair, equal and legal and does not damage our reputation or take advantage of it.

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.

You must not establish a link to our site in any website that is not owned by you.

Our site must not be framed on any other website, nor may you create a link to any part of our site other than the home page.

We reserve the right to withdraw linking permission without notice.

If you wish to link to or make any use of content on our site other than as set out above, please contact us at hello@drnote.co.uk

8. Your Cancellation

You may cancel a Platform Service, Health Service or Certificate immediately by providing us with written notice if:

• We materially breach these Terms, and we have not remedied the breach within 14 days from the day you notified us in writing of the breach;

• Our performance is impacted by an "Event Beyond Our Control" as described in clause 25;

• We enter liquidation or a receiver or administrator is appointed over our assets; or

• At any time before the relevant Service begins.

Your right to cancel a Certificate or Health Service concludes on the date of issue of the Certificate, which is when a contract between us is formed.

9. Refunds for Platform Services, Health Services and Certificates - Limitations

 We hope you will be satisfied with any Outcome obtained from GPs through our website. However, if you wish to cancel a Consultation order, you must contact us prior to the provision of your Outcome or issuance of your Certificate, if applicable. We will fully refund the Platform Services' price and applicable delivery charges. If you contact us after an Outcome has been delivered and a Certificate been issued, you will not be entitled to a refund, no matter the individual circumstances.

To cancel your consultation, please contact our customer service team at hello@drnote.co.uk

If an email, text or any other viable form of electronic communication with a download link to a digital copy of your Outcome or document has been sent to the email address or other contact information you provided for receipt of your order, you will not be entitled to a refund.

You are not entitled to a refund if your Consultation order is no longer necessary or required after a Certificate has been issued.

You are not entitled to a refund if your Certificate is not accepted by your employer, educational institution, airline, insurance provider, or any other interested party. We recommend that you review the local law and guidance for the fit note that applies to you ahead of your order. Additionally, we recommend that you contact the interested party ahead of your order to verify that they will accept at face value the medical statements or advice offered by Healthcare Professionals regarding your health and fitness.

You are not entitled to a refund if your order was delayed due to customer error, such as providing incorrect contact information for receipt of the order.

We will refund you via the payment method used for the purchase. If the card used for payment expires before the refund is processed, please contact us via email to provide your new card details.

You will not be entitled to a refund arising from:

• The unavailability of any GP when our site is functioning, and an alternative GP is available;

• A temporary interruption in the Service; or

• Any interruption in the Service due to no fault of our own.

By accepting these Terms, you acknowledge that Healthcare Professionals may have differing clinical opinions, and as long as a consultation and/or an online clinical assessment is conducted in good faith by a Healthcare Professional, you will not be entitled to any refund for any Service provided.

You will not be entitled to receive any refund for any Service if the provision is restricted due to:

• Your absence;

• Insufficient or inconsistent network connectivity;

• Your negligent act or omission; or

• No fault on our part.

10. Cancellation by Us

We may occasionally need to cancel a Service before it has begun due to:

• An Event Beyond Our Control, as defined in clause 23; or

• The unavailability of any GP or Material, without which we cannot provide the Service.

In the event a Service becomes unavailable according to clause 2, we will notify you as soon as reasonably practicable in writing.

If we cancel a Service pursuant to clause 2 and you have prepaid for a Consultation or Health Service that has not yet been provided, we will issue a full refund.

We may cancel a Service request immediately by providing written notice if:

• You fail to make a required payment; or

• You are in breach of these Terms, and you do not remedy the breach within 7 days of our written request, or sooner if reasonably required.

Occasionally, we may request confidential information from you that may be covered by data protection legislation, such as details about medical conditions. If you do not provide this information or provide incomplete, misleading, or incorrect information, we may suspend the Platform Services or the supply of the Outcome by providing written notice. We will not be liable for any delay or non-performance resulting from your failure to provide this information, and we will not be obliged to provide a refund in such circumstances

11. Unacceptable Use

We reserve the right to deny access to our site or terminate a Service, including removing your account and information, immediately upon notice if you materially breach these Terms and other applicable terms and conditions or behave inappropriately or abusively towards any GP

or our employees or agents. This includes:

• Using foul language, threatening, inappropriate, abusive, or offensive behaviour or remarks;

• Engaging in behaviour deemed time-wasting; or

• Excessive use of the Platform Services or requests for specific Outcomes, as determined in our reasonable opinion or based on Associate input.

12. Suspension or Withdrawal of Our Site

Our site is provided free of charge, and we do not guarantee its constant availability or uninterrupted access. We may suspend, withdraw, or restrict access to all or part of our site for business or operational reasons. We will attempt to provide reasonable notice of any suspension, withdrawal, or restriction, but are not obliged to do so.

You are responsible for ensuring that all persons accessing our site through your internet connection are aware of these Terms and other applicable terms and conditions, including those of the GPs in Part 2 of these Terms, and that they comply with them.

13. Delivery of Outcomes and Certificates

A download link to your Outcome and any applicable Certificate will be shared directly via email, text or any other viable form of electronic communication to the contact information you provided for receipt of your order. If you are required to share the original wet-ink signed Certificate to an interested party, as it is often the case with medical certificates for the purposes of obtaining visas, this will be delivered directly to an address you choose. We will inform you of any delivery costs when you consult for such a Certificate and provide the expected date and time for delivery.

14. Pricing of Health Services

The prices of Health Services will be as indicated on our site, including the fees payable to the Healthcare Professional.

Prices for Health Services may change from time to time, but changes will not affect any Outcome provided or Certificate issued for you during a Consultation.

The price of a Health Service includes VAT (where applicable) at the current rate chargeable in the UK.

The price of a Consultation may not include delivery charges for any Outcome or Certificate, if applicable, in which case these will be stated on our site before you submit your request for a Consultation.

15. Payments and Charges

You must pay in full for all Consultations, Platform Services, and delivery fees when you confirm your order. By using our website, you acknowledge that we act as an agent on behalf of the GPs and have the authority to enter into contracts for the provision of Platform Services, sale, issue and delivery of Outcomes, and collect payments on their behalf.

16. Payment Methods

You can make payments through electronic bank transfer, debit or credit card, Apple Pay, PayPal, or Google Pay, based on the available payment services on our site. You are responsible for providing valid payment information. If your payment details are expired or invalid, we reserve the right to withhold Platform Services, Health Services or Certificates. In such cases, we will try to contact you to request updated information.

17. Continuous Authority

Payments are set up on a 'continuous authority' basis, allowing for additional payments or refunds to your payment card if needed.

18. Verification Checks

We will verify your name, address, and other personal information against third-party databases to ensure the payment method is not being used without your consent. By agreeing to these Terms, you consent to these checks. During these checks, the information you provided during registration may be disclosed to a registered credit reference agency, which may keep a record of the information. This is solely for identity confirmation purposes and will not affect your credit rating. All information you provide will be treated securely and strictly in accordance with applicable data protection laws.

19. Our Liability to You 

We do not exclude or limit 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, subcontractors or GPs, and for fraud or fraudulent misrepresentation.

We will not be liable for any loss of profit or any indirect or consequential loss arising from or in connection with any Service. Subject to clause 2, our total liability to you arising from or in connection with any Service will be limited to the amount you paid for the Service.

Our website is not designed or suitable for accessing Health Services for the purposes of treating or managing medical emergencies, acute conditions, or any condition requiring in-person analysis, diagnosis, or urgent attention. We will take appropriate technical and organisational measures to protect your personal data against unauthorised or unlawful processing and accidental loss, destruction, or damage. However, subject to our legal obligations as a data controller, we are not responsible for data loss or unauthorised access by others, whether due to unauthorised access, misaddress, technical failure, technical interference, negligence, or any other cause.

We disclaim all warranties, expressed or implied (to the extent permitted by law), including but not limited to implied warranties of satisfactory quality and fitness for a particular purpose. We do not warrant that our site or any notifications sent to you will be free of viruses or other harmful components.

We do not accept any liability or responsibility for the actions or omissions of any third party, including GPs. We only facilitate access to Health Services for your personal use. You agree not to use any Platform Services, Health Services or Certificates for commercial, business, or resale purposes, and we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity if you use the Platform Services, Health Services or Certificates contrary to these Terms.

We are not liable for any loss or damage resulting from your use of any Certificate or receipt of any Service if you provide incorrect, misleading, or incomplete information. We are not liable for any loss or damage arising from your failure to inform your GP or other healthcare professionals about any Health Services or Certificates obtained through our site. We are not liable for any loss or damage resulting from your failure to follow advice given on our site.

Please note that the advice given by Healthcare Professionals through our site and platform is not intended to replace consultations with your GP or other healthcare professionals. You should consult them about any medical needs you may have, as well as about any Health Services or Certificates obtained through our site.

20. Limitation of Liability for Events Beyond Our Control

We are not responsible for any failure to fulfil our obligations under these Terms due to an "Event Beyond Our Control”. Events Beyond Our Control include acts or occurrences beyond our reasonable control, such as strikes, lockouts, industrial actions by third parties, civil unrest, riots, invasions, terrorism or threats of terrorism, war or threats of war, fires, explosions, storms, floods, earthquakes, subsidence, epidemics, pandemics, or other natural disasters, or failures in public or private telecommunications networks. In the event that an Event Beyond Our Control significantly affects our ability to fulfil our obligations under these Terms, we will notify you as soon as reasonably possible, and our obligations will be suspended and the time for performance extended for the duration of the event. If the event affects the supply of a wet-ink signed medical letter to you, we will arrange a new collection or delivery date with you once the event has ended.

You may cancel a service if an Event Beyond Our Control continues for at least 7 (seven) days. To cancel a service, you must notify us in writing, subject to clause 8. We may also cancel a service if an Event Beyond Our Control persists for at least 28 (twenty-eight) days.

21. Your Responsibilities

By agreeing to these Terms, you acknowledge that providing false, inaccurate, incomplete, or misleading information while using our site or interacting with a Healthcare Professional may result in a Certificate being issued based on this incorrect information, which could have serious or even life-threatening consequences. You agree not to provide such information and understand that doing so is a breach of these Terms.

By accepting these Terms, you agree to:

• Provide accurate and complete information to us and our GPs;

• Inform us, the Healthcare Professional of any inaccuracies or omissions in your medical records and other relevant medical information as soon as possible;

• Inform your regular GP or other healthcare providers about services received through our site;

• Follow all instructions, advice provided by the Healthcare Professional, if deemed appropriate by your regular GP;

• Seek further independent medical opinion from another healthcare provider and/or utilise emergency services as needed if you have any doubts or concerns about information, advice, or instructions obtained through our site or related to your health or any conditions;

• Follow any instructions given by the Healthcare Professional regarding usage;

• Report any side effects as soon as reasonably possible;

• Not register or attempt to register on behalf of someone else or provide information in response to an online questionnaire on behalf of someone else or impersonate someone else; and

• Not register or attempt to register multiple accounts on our site. If more than one account is created, this may result in the disabling of one or all accounts.

22. Intellectual Property

All content on our site, including text, graphics, logos, icons, images, audio clips, digital downloads, data compilations, and software, is protected by copyright, trademarks, database rights, and other intellectual property rights. You agree not to interfere with any copyright or proprietary notices on our site and acknowledge that you will not acquire any rights in the copyright or other intellectual property rights in any materials or content provided through our site. You are entitled to use the content, materials, and information provided in clauses 1 to 21 for your personal use in connection with receiving services from us, but you may not copy, edit, alter, distribute, or make them available through a file-sharing network or allow anyone else to do so.

The collective use of all content on our site is our sole and exclusive property. Any software used on our site is our property or that of our software suppliers and is protected by copyright and other intellectual property rights

23. Trademarks

DrNote is a trademark of the company.

24. International Use

While our site can be accessed from locations outside the United Kingdom, it must not be used in any circumstances where the laws of another jurisdiction govern its use. We cannot guarantee that materials on our site are suitable for use in all locations outside the United Kingdom, nor can we guarantee that using such materials will comply with the governing laws in those locations outside the jurisdiction of England. Accessing our site from territories where its contents are illegal or unlawful is prohibited under these Terms. We accept no responsibility for any events arising from your use of our site from locations outside the United Kingdom.

25. Dispute Resolution

Any dispute or claim arising under these Terms must be notified to us in writing within 14 (fourteen) days of the dispute or claim arising. Such notice must include full details of the dispute or claim. Failure to provide written notice within the specified time limit will prevent you from making such a claim.

In the event of a dispute, both parties agree to seek resolution. If the dispute cannot be resolved within 60 (sixty) days of the initial notification, both parties agree to attempt to settle it through mediation in accordance with the Centre for Effective Dispute Resolution Model ("CEDR") Mediation Procedure. Unless otherwise agreed between the parties, the mediator will be selected by CEDR. To initiate the mediation, either party must provide written notice ("ADR Notice") requesting the mediation and send a copy to CEDR. The mediation will begin no earlier than 60 (sixty) days from the date the ADR written notice is provided.

Both parties irrevocably agree that neither may commence court proceedings in relation to any dispute arising out of matters relating to these Terms until mediation has been attempted and either the mediation has been terminated or the other party has failed to participate in the mediation for a period of at least 30 (thirty) days from the commencement of the mediation.

26. Additional Terms

Each clause in these Terms operates independently. If any court or relevant authority decides that any clause or subclause is unlawful or unenforceable, the remaining clauses and subclauses will remain in full force and effect.

Our failure to insist on the performance of any of your obligations under these Terms, to enforce our rights against you, or to delay in doing so, does not mean that we have waived our rights against you and does not mean that you do not have to comply with those obligations. If we waive a default by you, we will do so in writing, and this does not mean that we will automatically waive any later default by you.

These Terms are governed by English law. This means that any dispute or claim arising out of or in connection with these Terms will be governed by English law. By accepting these Terms, you irrevocably agree that the courts of England will have exclusive jurisdiction.

27. Consumer Rights

Consumers have legal rights regarding faulty or misdescribed Certificates and/or Health Services. You can obtain advice about your legal rights from your local Citizens' Advice Bureau or Trading Standards Office. These Terms do not affect your statutory rights.

The receipt of Health Services will be governed by the Associate's additional terms and conditions, which are set out in Part 2 of these Terms.

33. Complaints

If you wish to make a complaint about our site, please contact us first so that we may attempt to resolve your complaint:

By email: hello@drnote.co.uk

We will direct any complaints regarding the content of your Certificates to the relevant Healthcare Provider, as notified to you in accordance with clause 5.