DERMA EXCHANGE LTD
VIRTUAL CONSULTATION TERMS
Effective Date: 9/7/2026
Last Updated: 9/7/2026
1. Introduction
These Virtual Consultation Terms ("Terms") govern the booking and use of virtual skincare consultations made available through www.dermaexchange.com ("the Website").
By booking or participating in a virtual consultation, you confirm that you have read, understood and agree to these Terms, together with our:
- Website Terms & Conditions;
- Privacy Policy;
- Medical Disclaimer;
- Prescription Product Policy; and
- Returns, Refunds & Cancellation Policy.
If you do not agree to these Terms, you should not book a consultation.
2. About Derma Exchange Ltd
Virtual consultations are offered through the Website operated by:
Derma Exchange Ltd
Company Number: 17331624
Trading Address:
37 Falshaw Way
Manchester
M18 7TG
United Kingdom
Telephone:
0330 043 1833
Email:
Website:
Derma Exchange Ltd provides:
- the online booking platform;
- customer account services;
- payment processing;
- customer support;
- retail fulfilment of approved products.
3. Clinical Services
Virtual consultations are conducted by appropriately trained, verified and certified clinicians operating under the clinical governance framework of Health Exchange UK.
Clinical services include, where appropriate:
- assessment of skin concerns;
- skincare advice;
- product recommendations;
- treatment planning;
- review consultations;
- assessment for prescription-only skincare products.
Clinical services are provided independently of Derma Exchange Ltd.
4. Independent Clinical Decision-Making
All clinical decisions are made solely by the consulting clinician.
This includes decisions relating to:
- diagnosis (where appropriate);
- treatment recommendations;
- suitability for treatment;
- prescription-only medicines;
- follow-up care;
- refusal of treatment.
Derma Exchange Ltd does not influence, direct or interfere with any clinical decision for commercial or other reasons.
Payment for a consultation does not guarantee that treatment or a prescription will be recommended or supplied.
5. Eligibility
To book a consultation, you must:
- be at least 18 years of age;
- have legal capacity to enter into a contract;
- provide accurate personal information;
- provide accurate health information relevant to your consultation;
- be located in a jurisdiction where the service may lawfully be provided.
We reserve the right to refuse or cancel bookings where these requirements are not met.
6. Booking a Consultation
Appointments may be booked through our Website.
A booking is confirmed only when:
- payment (where applicable) has been successfully processed;
- you receive a confirmation email; and
- the appointment is accepted within our booking system.
We reserve the right to reschedule appointments where necessary due to clinician availability or operational reasons.
7. Preparing for Your Consultation
To help ensure an effective consultation, you should:
- complete all pre-consultation questionnaires honestly;
- provide accurate medical and skincare information;
- upload clear photographs if requested;
- join the consultation from a private location;
- ensure you have a stable internet connection;
- use a device with a working camera and microphone where required.
Failure to provide accurate information may affect the clinician's ability to assess your suitability for treatment.
8. Clinical Photographs
You may be asked to provide photographs of your skin before or after your consultation.
By uploading photographs, you confirm that:
- they are recent and accurately represent your current condition;
- they have not been materially altered or edited;
- they relate to you.
Clinical photographs form part of your clinical record and will be handled in accordance with our Privacy Policy.
9. Consultation Outcomes
Following assessment, the clinician may:
- recommend skincare products;
- recommend changes to your skincare routine;
- advise against treatment;
- recommend further investigations or an in-person consultation;
- recommend that you consult your GP or another healthcare professional;
- prescribe prescription-only skincare products where clinically appropriate and legally permitted.
No particular outcome is guaranteed.
10. Prescription-Only Products
Where prescription-only skincare products are available:
- they may only be supplied following assessment by an authorised independent prescriber;
- prescriptions are issued solely on the basis of clinical need;
- prescriptions may be refused where the clinician considers treatment unsuitable or unsafe.
Payment for a consultation does not guarantee that a prescription will be issued.
11. Customer Responsibilities
You agree to:
- provide truthful and complete information;
- notify the clinician of relevant medical conditions, allergies and medications;
- follow product instructions;
- inform us if your circumstances change before your consultation;
- seek urgent medical attention if your condition deteriorates.
You remain responsible for decisions you make regarding your healthcare.
12. Limitations of Virtual Consultations
Virtual consultations have inherent limitations.
Because the clinician cannot physically examine you, it may not be possible to identify every condition or make a definitive diagnosis.
The clinician may recommend an in-person assessment where this is considered clinically appropriate.
13. Medical Emergencies
Virtual consultations are not suitable for emergency medical care.
If you experience:
- severe allergic reactions;
- chest pain;
- breathing difficulties;
- significant bleeding;
- suspected skin cancer requiring urgent assessment;
- rapidly worsening symptoms; or
- any other medical emergency,
you should immediately contact 999, attend your nearest Accident & Emergency Department or contact NHS 111, as appropriate.
14. Fees and Payment
Consultation fees (where applicable) will be displayed before you confirm your booking.
Payment must normally be made at the time of booking.
Prices include any applicable taxes unless otherwise stated.
15. Cancellation and Rescheduling
You may cancel or reschedule your consultation by contacting us.
Unless otherwise stated:
- cancellations made 24 hours or more before the scheduled appointment are eligible for a full refund or free rescheduling;
- cancellations made with less than 24 hours' notice may not be refundable;
- missed appointments without notice ("no-shows") are generally non-refundable, except in exceptional circumstances.
Where we need to cancel or reschedule your appointment, you will be offered either:
- an alternative appointment; or
- a full refund of any consultation fee paid.
16. Confidentiality
Information shared during your consultation will be treated confidentially.
Your information may be shared only:
- with the consulting clinician;
- with authorised personnel involved in delivering the service;
- where required by law;
- where necessary to protect you or another person from serious harm.
Further information is provided in our Privacy Policy.
17. Recording of Consultations
Consultations are not routinely recorded.
Where recording is proposed for training, quality assurance or another lawful purpose, we will obtain your explicit consent in advance.
You must not record consultations without the prior consent of the clinician and Derma Exchange Ltd.
18. Complaints
If you are dissatisfied with any aspect of your consultation, please contact us:
Customer Support
Derma Exchange Ltd
37 Falshaw Way
Manchester
M18 7TG
United Kingdom
Telephone: 0330 043 1833
Email: support@dermaexchange.com
Where a complaint relates to clinical care, it will be referred to the appropriate clinical governance process operated under Health Exchange UK.
19. Limitation of Liability
Nothing in these Terms excludes or limits liability for:
- death or personal injury caused by negligence;
- fraud or fraudulent misrepresentation; or
- any liability that cannot lawfully be excluded.
To the fullest extent permitted by law, Derma Exchange Ltd is responsible for the operation of the Website, booking platform, payment processing and retail fulfilment.
Independent clinicians remain responsible for their own professional clinical assessments, recommendations and prescribing decisions.
20. Governing Law
These Terms are governed by the laws of England and Wales.
Any disputes arising in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where mandatory consumer protection legislation provides otherwise.
21. Changes to These Terms
Derma Exchange Ltd may amend these Terms from time to time to reflect:
- changes in legislation;
- regulatory guidance;
- clinical governance arrangements;
- operational requirements; or
- improvements to our services.
The latest version will always be published on www.dermaexchange.com.
22. Contact Us
For questions regarding these Virtual Consultation Terms, please contact:
Derma Exchange Ltd
Company Number: 17331624
37 Falshaw Way
Manchester
M18 7TG
United Kingdom
Telephone: 0330 043 1833
Email: support@dermaexchange.com
Website: www.dermaexchange.com
Version Control
Document Title: Virtual Consultation Terms
Version: 1.0
Document Owner: Director – Derma Exchange Ltd
Approved By: Director, Derma Exchange Ltd
Review Frequency: Annually, or sooner if required by changes in legislation, regulatory guidance, clinical governance arrangements or business operations.