This policy describes how Mastermedicine Ltd, trading as My Direct Pharmacy, aim to repay the trust you have shown by sharing your personal information with us.
We are a online pharmacy in the UK, registered with the General Pharmaceutical Council (see our registration details at Pharmacyregulation.org).
We are My Direct Pharmacy (the trading name of Mastermedicine Ltd). We run our app (Ask A Pharmacist) under license from the IP holder ( Ask A Pharmacist Ltd) and provide pharmacy services.
Our address is:
Unit 19, Redbridge Enterprise Centre
You can phone us on [email protected] or email us at:
The personal information we collect and how we use it
We will only use the information we collect about you as allowed by law (in line with the General Data Protection Regulations (GDPR) (EU) 2016/679).
We collect information about you to:
● Process your order; and
● Provide you with the best possible service.
We will not email you unless you have given us permission. If you are already signed up to receive our marketing emails, you can opt out at any time by clicking on the â€˜unsubscribeâ€™ link at the end of every email we send you.
Information we will collect about you when you place an order or register on our site
The information we will collect includes the following: your name,DOB, address, phone number, email address and IP address.
We are currently not holding payment information such as debit/credit card information as part of your registration and user profile however we may add this feature in the future.
Your payment details are processed by our payments provider PayPal. They do not hold your payment information.
Buying licensed medicine
If you are buying a licensed medicine, we may need to ask you some questions about your medical history so that we can assess whether the medication is suitable for you. We will never collect sensitive information about you without your permission. We will keep the information we hold about you accurate and up to date. You can check the information that we hold about you by visiting your account or emailing us. If you find any inaccuracies, we will delete or correct them. We will hold your personal information securely, in line with our internal security policy and the law. We will not transfer or sell your information. We may use technology to track how people use our App. If you have any questions or comments about privacy, email us at
Buying prescription treatments
If you are buying prescription treatments, we may need to contact you from time to time to determine if the medication is suitable for you. As part of this service, our prescribers issue private prescriptions in your name which are dispensed by My Direct Pharmacy. We are required by law to keep records of private prescriptions and supplies made for 2 years after which they are discarded as part of our confidential waste disposal procedures.
Improving our service through Trustpilot
We may ask you to review our service relating to your order. If we do, we will email you through Trustpilot. Trustpilot are an independent company that allows customers to review online retailers. All reviews are published and available for everyone to see. We may also choose to publish your review on our website, to help other customers decide where to shop. We will only give Trustpilot your email address, so they can ask you to leave a review. You can opt out of receiving emails from Trustpilot by clicking on the unsubscribe link at the bottom of their email.
We will only keep your personal information for as long as we need it for the purposes we collected it for, including for the purpose of meeting any legal, accounting or reporting requirements. To decide how long we should keep any particular information for, we consider:
● the amount, nature and sensitivity of the personal information;
● the potential risk of harm from unauthorised access to or use of your personal information;
● what we need your personal information for, and whether we can achieve that purpose in another way; and
● any legal requirements that apply.
Use of personal information
We use the information you provide to:
● send you updates about the status of your enquiry or order;
● assess the suitability of certain licensed medicines you order;
● send you newsletters and details of offers and promotions we believe you will be interested in;
● improve the design and content of our site;
● understand the buying behaviour of our customers; and
● perform other general marketing and promotional activities focused on our products and services.
When you place an order, we need to know your name and email address, the delivery address, and your credit- or debit-card number and expiry date. This allows us to process, pick and dispatch your order, and to tell you the status of your order. We may also ask for your phone number so that we can contact you urgently if there is a problem with your order.
Your email address
We will use your email address to communicate with you about your order and the products you have bought. While we have your permission to send you marketing emails, we will use your email address for marketing purposes. You can opt out of receiving marketing emails by clicking â€˜unsubscribeâ€™ link at the bottom of our emails.
You can ask us in writing for a copy of all the personal information we hold about you. We must respond to your request within . We will not charge you for a printed copy of the information.
You will need to give enough information for us to identify you (for example, your full name, address and date of birth). You will need to provide ID (for example, your passport, full driving licence, or credit card or debit card) before we send you any information. Under the General Data Protection Regulations, you have the following rights concerning your personal information.
● Right of access
● Right to rectification
● Right to erasure (right to be forgotten)
● Right to restriction of processing
● Right to data portability
● Right to withdraw consent
● Right to object to direct marketing
● Rights in relation to automated decision-making and profiling
For more information on these rights, go to ico.org.uk.
Physical and electronic security
We have designed our App to protect the information we collect from unauthorised access. We protect your private information by following appropriate physical, electronic and managerial procedures. To further protect your security, we also take reasonable steps to confirm your identity before we give you access to your account or allow you to make changes to your personal details. We are committed to protecting your privacy and have security measures in place to prevent unauthorised access to your personal information.
Improving our service
We will never sell, trade or rent your personal information to others. To better tailor our services to our customers` needs, we use non-identifying general information to help us make decisions on how to improve us. We also share this general information with our advertisers and other interested, reputable parties we have a formal business relationship with. For example, we may tell advertisers which areas of our App are visited the most by customers or, more specifically, how many types of customer have visited certain App pages. However, we do not give advertisers information that identifies individual customers. We also do not use or share identifiable information given to us in any other way without giving our customers the choice to opt out.
Cookies are small text files that are transferred to your computer`s or deviceâ€™s hard drive, through your web browser, to enable our systems to recognise you and provide shopping features such as recommend products and loyalty discounts, as well as storing items in your shopping basket between visits. The help menu in most browsers will tell you how to:
● prevent your browser from accepting new cookies;
● have the browser let you know when you receive a new cookie; and
● disable cookies altogether.
Social media plug-ins
Social media â€˜plug-insâ€™ for Facebook and Twitter gather information for tracking purposes. This includes the ability to track a user across devices for advertising purposes, in line with the terms of each social-media platform.
Your right to make a complaint to a relevant authority
If you want to exercise any of your rights relating to your personal information, you should email our Data Protection Officer at [email protected] If you are not satisfied with the response you receive, you can make a complaint to the relevant authority. In the United Kingdom this is:
Phone: 0303 123 1113
Email: [email protected]