Legal & policies
The terms and policies that apply when you use Fernway Pharmacy online and in store.
Terms & Conditions
Last updated 1 November 2026
These terms apply when you use the Fernway Pharmacy website, book services or order prescriptions.
Using our services
You can use this website and our app to book services, order repeat prescriptions and browse the products we stock in store. Please keep your account details private and tell us if anything looks wrong.
Bookings and cancellations
You can move or cancel an appointment up to 24 hours before it starts from your account. If you miss an appointment without letting us know, we may ask for payment before your next booking.
Products and returns
Products shown on this website are available to buy in store. For safety reasons we can’t accept returns of opened medicines, but we’ll always replace items that are faulty.
Our liability
We take care to keep the information on this site accurate, but it isn’t a substitute for advice from a pharmacist or doctor. Nothing in these terms limits your statutory rights.
Privacy Policy
Last updated 1 November 2026
How Fernway Pharmacy collects, uses and protects your personal and health information.
What we collect
We collect the details you give us — such as your name, date of birth, contact details, GP surgery and health information you share in an assessment or booking.
How we use your information
We use your information to provide pharmacy services, process orders and keep you informed about your care. We rely on providing healthcare and, where needed, your consent.
Who we share it with
We share information only with your GP, the NHS and the trusted suppliers who help us run our services, such as our booking and delivery partners.
Your rights
You can ask to see, correct or delete the information we hold about you. Contact us and we’ll respond within one month.
Cookies Policy
Last updated 1 November 2026
How we use cookies and similar technologies on this website.
Essential cookies
Essential cookies keep you signed in and remember your preferences. The site can’t work properly without them.
Analytics cookies
With your permission, we use anonymous analytics to understand which pages are useful and to improve the site.
Managing your preferences
You can change your choices at any time through the cookie banner or your browser settings.
EULA
Last updated 1 November 2026
The end user licence agreement for the Fernway Pharmacy app.
Licence
We grant you a personal, non-transferable licence to use our app to manage your pharmacy services.
Acceptable use
Please don’t misuse the app, try to access other people’s information or interfere with how it works.
Termination
You can stop using the app and delete your account at any time. We may suspend accounts that break these terms.
Complaints Procedure
Last updated 1 November 2026
We want to put things right. Here is how to raise a concern and what happens next.
How to complain
Speak to any member of the team in store, call us, email us or use the contact form. Tell us what happened and how you’d like us to put it right.
What happens next
We’ll acknowledge your complaint within three working days and aim to give you a full response within 20 working days.
If you’re not satisfied
If you’re unhappy with our response, you can contact the regulator or the Parliamentary and Health Service Ombudsman.
Questions about this policy?
· Fernway Pharmacy, 18 Fernway Parade, Kingsford KF1 2AB · GPhC 1000000