Important Information


Legal advisors

Our legal advisor is Macroberts, Capella Buildings, 60 York St, Glasgow G2 8JX.


Our core technology has been developed 100% in-house and is a custom-built product.



Our parent company (Organised Health Technologies Ltd) owns all the copyright to the information, copy, logos and designs displayed on this website, the Phlo app and any other digital/offline media.



Phlo is a registered trademark of Organised Health Technologies Ltd (classes 09, 35, 42 and 44). If you have any further IP related questions, please write to us at [email protected] and if necessary, we will pass on your request to our solicitors.


Partner Pharmacies

Phlo works with leading NHS community pharmacies to manage the dispensing process. These pharmacies are registered with the General Pharmaceutical Council and fully comply with NHS, UK and EU regulation.


What is Phlo?

Phlo is a digital service that enables you to request repeat prescriptions from your NHS GP, to be transmitted to and dispensed by a community pharmacy selected by us (the “Pharmacy Partner”). Our process utilises the NHS Electronic Prescription Service (“EPS”). Your contract with us is only to provide this intermediary/facilitation service. You can read more about EPS by visiting the official NHS website.

By using Phlo, you agree to nominate the Pharmacy Partner listed on the app at time of sign up as your NHS EPS pharmacy. This means that all prescriptions issued electronically by your GP will be sent to this Pharmacy Partner for dispensing.

You agree that Phlo will generate a nomination certificate using your electronic signature, which may be shared with your GP practice, our Partner Pharmacy or any authorised NHS or regulatory body. You give consent for this pharmacy to share information with your GP, if necessary, with regards to the electronic Repeat Dispensing Service (RDS). You agree that you understand the NHS Electronic Prescription Service and that you have been provided with clear information that explains nomination.

You agree that the Phlo pharmacist or pharmacist technician responsible for your order can access your NHS Summary Care Record if clinical and/or safety information is needed. This permission is valid from 12 months from the date of your last order or until you withdraw consent. All access is automatically logged and recorded by the NHS for audit purposes. You can read more about the Summary Care Record by visiting this link.

You agree that Phlo and its Partner Pharmacy can contact you in order to manage your order. This can include contact via live chat, telephone, email or post.

You agree that Phlo is for your own personal use only, and for existing repeat prescriptions only.

You agree that Phlo will send you reminders as to when to take your medication and when you are about to run out.  You understand that medication reminders provided by Phlo are based on your GP’s directions and Phlo is not liable for reminder accuracy. If in doubt, please contact us via live chat or email [email protected].

Always follow the advice printed on the medication container in the first instance.

Finally, you agree that once a prescription is available that Phlo can dispatch your medication via Royal Mail.

If at any point you want to remove your nomination, please contact us via [email protected] and we will update your preference and remove all consent in no later than two working days. Please note: If you cannot wait for delivery, we can transfer your prescription to your nearest bricks and mortar pharmacy.


How does Phlo work?

Download the app, register your details and make a repeat prescription request. Phlo’s pharmacy team will then confirm your details and forward your request to your NHS England GP. Please note that this request will include your electronic signature and personal details. Your GP may want to speak to you before prescribing so your request may not be processed immediately. If you consult with your GP, you should tell them that you would like your prescription to be sent electronically to your ‘nominated’ pharmacy (Phlo’s Partner Pharmacy). Your GP may be delayed in issuing a repeat prescription. Phlo has no control over these delays and we will direct you to contact your GP directly if there are any notable issues when obtaining your prescription. Phlo is not to be used for emergency supplies (i.e. medication than you have not already been prescribed), schedule 2 controlled drugs (e.g. certain strong painkillers), schedule 4 controlled drugs 4 (e.g. Temazepam) or schedule 7 controlled drugs (e.g. Buprenorphine).

Once approved, your prescription will be sent electronically to Phlo’s Partner Pharmacy who will dispense the medication. We will then pack the medication and dispatch it via Royal Mail. This is carried out under the strict rules and guidance covering community pharmacy in England.


Who is liable if something goes wrong?

You: are responsible for the prescription orders you place, the information you provide and for checking and taking any medication correctly. You are responsible for complying with these Terms and only ordering on your own behalf.

Your GP: is responsible for issuing your prescriptions and providing you with medical advice. Please note that all prescribing decisions are made by your GP, not Phlo.

Our Pharmacy Partner: is liable for dispensing your prescription correctly and in accordance with General Pharmaceutical Council standards and guidelines.

Royal Mail: is responsible for delivering your medication.

Phlo: is responsible for providing the Service. We accept liability for death or personal injury caused by our negligence and we do not seek to exclude liability for fraudulent misrepresentation. You have certain legal rights. These include that we will provide the Service with reasonable skill and care and within a reasonable time. You have certain legal remedies if we breach any of these rights. Nothing in these Terms is intended to affect these legal rights or other rights to which you may also be entitled. For more information on your legal rights contact your local Citizens Advice Service.

We are not responsible for any failures or delays caused by you, your GP, Pharmacy Partners or Royal Mail. In the event of an issue you should contact us in the first instance and we may direct you to contact your GP, Nominated Pharmacy or Royal Mail as appropriate. We are not responsible for losses not caused by our breach, indirect losses or a failure to provide the Service due to any cause beyond our reasonable control which prevents us from fulfilling our obligations including but not limited to fire, storm, riot, civil disturbance, war, nuclear accident, terrorist activity and acts of God.

If we do breach these terms we shall only be liable for losses which are a reasonably foreseeable consequence of such a breach. Losses are foreseeable where they could be contemplated by you and us at the time of entering this Agreement.




Can I use Phlo?

Yes, provided you are at least eighteen (18) years of age and hold a valid UK credit or debit card in your name and you are currently registered with an NHS England GP practice integrated with the Electronic Prescription Service.


Privacy Policy Summary

For us to provide the Services, we need you to provide us with certain personal information. We respect your right to privacy and are committed to maintaining the confidentiality of any information that you provide to us. The information we gather will be strictly limited to the minimum amount we need to provide the Services as per the Terms.

This Privacy Policy explains what information we require, how that information will be used and your rights in relation to the information that we hold about you. This summary of our Privacy Policy is designed to provide the main points that you should be aware of in relation to the Services.

We have designed our Privacy Policy to comply with the requirements of the Data Protection Act 1998 and the General Data Protection Regulation (“GDPR”) which comes into force on 25 May 2018.

What is the GDPR?

The GDPR is a regulation by which the European Parliament, the Council of the European Union and the European Commission intend to strengthen and unify data protection for all individuals within the European Union (EU). It will be enforced from the 25th May 2018.

More information on GDPR may be found here.

Who controls your information?

As per the terms of the Data Protection Act 1998 and the GDPR, we act as a “data controller” in respect of the personal information that we hold about you. “Phlo” is a trading name of Organised Health Technologies, which is registered at Capella Building (Tenth Floor), 60 York Street, Glasgow, Scotland, G2 8JX. You may contact us at [email protected] with any queries, comments and requests regarding your personal data. We take overall responsibility for managing your data and you can read more about our responsibilities by visiting our page on the Information Commissioner’s Office’s website here.

All our Partner Pharmacies are registered with the General Pharmaceutical Council (GPhC) and are subject to strict standards of data protection. We employ a GPhC-registered pharmacist who is responsible for overseeing how your prescriptions are processed by us.

Further information on the role of data controllers may be found in the full privacy policy, which may be found here.

Our lawful basis for processing your data

Any data controller must have a lawful basis to process personal data. The GDPR replaces the requirement of the DPA to have a ‘conditions for processing’ personal data. The GDPR places a requirement for data controllers to explicitly state their valid “lawful basis” for processing personal data.

Phlo processes your personal data under the following lawful bases:

Consent: the individual has given clear consent for you to process their personal data for a specific purpose.

Contract: the processing is necessary for a contract you have with the individual, or because they have asked you to take specific steps before entering into a contract.

More information on the lawful basis for processing personal data under the GDPR may be found in the full privacy policy, which may be found here [insert link].

Your rights under the GDPR

The GDPR provides the following rights for individuals:

  • The right to be informed
  • The right of access
  • The right to rectification
  • The right to erase
  • The right to restrict processing
  • The right to data portability
  • The right to object Rights in relation to automated decision making and profiling.
  • These rights are explained in more detail in the full privacy policy, which may be found here.

Marketing Materials

We will only send you information about our own products and services, and those of group companies and selected partners if you have given us permission to do so. If you choose not to receive this information, you may miss out on offers and deals.

We will not sell your information to anyone for any reason.

Sharing Data with Third-Parties

We will only share your information with other companies if and when this is necessary to provide our service to you. For example, to deliver medication or products, we may need to share your address with a postal service.

We share the minimum amount of information for the relevant purpose. Those we share your information with are not allowed to use it to try to sell their own services to you.

Currently, Phlo uses the following third-parties as part of the Services:

Onfleet, a San Francisco-based technology company specializing in logistics management software and route optimization for businesses offering last-mile delivery. We use Onfleet’s software to co-ordinate our hand delivery of medicines to you. We only provide Onfleet with your name and chosen delivery address, date and time. No medical information is ever passed to Onfleet at any stage.

Royal Mail, who we use to post your medicines to you, should this be appropriate. The only information we provide to Royal Mail will be your name and delivery address, along with any special requirements for your order, e.g. it requires a signature on delivery. No medical information is ever passed to Royal Mail at any stage.

Yodel, a courier company who we use to convey your medicines, which have been dispensed by our Partner Pharmacy, to one of our distribution hubs, in advance of final hand-delivery to you.

Stripe, an Irish technology company that allows both private individuals and businesses to accept payments over the Internet. Our use of the Stripe’s service allows them to collect, use and disclose certain Personal Data about you when acting as our service provider. Phlo is responsible for making sure that the Customer’s privacy rights are respected, including ensuring appropriate disclosures about third party data collection and use. To the extent that Stripe are acting as Phlo’s data processor, they will process Personal Data in accordance with the terms of Stripe’s agreement with Phlo and Phlo’s lawful instructions. We only send the minimum personal information required to complete a given payment to Stripe. We will never send your medical information to Stripe, under any circumstances. Their privacy policy may be found here.


Cookies Policy

Phlo uses a technology called ‘cookies’ across all of its websites in order to deliver the best possible user experience. Cookies are files that are stored on your device every time you visit a website and enable us to understand your preferences and habits.

Cookies do not contain person-identifiable information such as medical information, credit/debit card or personal contact details.

Our websites are set to ‘allow cookies’ and if you browse our sites you consent to this. If you would prefer to deactivate cookies, you can do so by updating your browser settings. Please note that disabling cookies will limit the service that we can provide. For more information on how to update your settings, visit…

Phlo uses three types of cookie:

Session cookies: These enable us to track your movement across our websites and save information to make life easier. For instance, a session cookie might save an item to your shopping basket, without which you would be forced to order each item separately.

  • Persistent cookies: These enable us to remember your preferences and settings each time you visit our websites. This makes using the site faster and reduces the need to re-enter data.
  • Third party cookies: These enable us to track user activity outside our websites and better optimise campaigns and analytics.