Policy document
Terms and Conditions of Sale
Registered name: Clinical Teledermatology Ltd.
Last updated: 26 April 2026
1. Definitions
Any reference to “Instaderm”, “We”, “Our”, “Us”, “the Company” is a reference to Clinical Teledermatology Ltd, a limited company registered in England and Wales (company number 15598925). We are the owner or licensee of the Website and App. Our registered address is Compass House, Vision Park, Histon CB24 9AD. We can also be contacted by email ([email protected]).
Any reference to “Doctors”, “Consultant Dermatologists”, “Consultant”, “Consultants” is a reference to the independent contractors fulfilling the Services. These independent contractors are NHS Consultant Dermatologists on the medical and specialty register as supervised by the General Medical Council.
Any reference to “Platform”, “Portal” is a reference to our secure patient portal. Any reference to "app" is a reference to our Instaderm mobile application. Any reference to "our website" is a reference to www.instaderm.co.uk.
Any reference to "Patient", "You", "Yours" is a reference to users of our Services, whether medical or aesthetic.
2. Terms and conditions
These Terms and Conditions of Sale (the “Terms of Sale”), together with the documents referred to in it, set out the basis on which you may purchase Services from us, whether medical or aesthetic, through our website or app. Please ensure you read these Terms of Sale carefully before using our website or app.
By using our website or app, you indicate that you accept these Terms of Sale and that you agree to abide by them. If this is not the case, please do not use our website or app.
You must not use our website, app or Services for medical emergencies. In emergencies, you should contact your General Practitioner (GP), the A&E department of your nearest hospital or emergency services on 999.
As we may update our Terms of Sale from time to time, we recommend that you print a copy of these for future reference.
3. Other terms and conditions and policies
If you use our Services, please refer to our Terms and Conditions of Use, available on our website, which set out the basis on which you may make use of the website or app, whether as a guest or a registered user.
Our Privacy Policy, which also applies to the website and app, sets out the terms on which we process any personal information we collect from you, or that you provide to us. By using our website or app, you consent to such processing and you warrant that all information provided by you is accurate.
4. Our services
We offer two categories of services (collectively, “our Services”) through our platform (our website and app): (i) medical, and (ii) aesthetic.
You must be resident in the UK and registered with a General Practitioner (GP) in order to register with us and access our Services. If you are under 18 years of age, you cannot access our Services without a parent or guardian also registering, and registering you as a named family member.
4.1. Medical services
We facilitate the provision of advice, guidance and treatment for a disease, disorder or injury within dermatology. This service is defined in the following statutory instrument – The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. Treatment may involve prescription of medication in the form of an e-prescription with a registered pharmacy. We do not sell medication, and the cost of any medication is not included within the Services provided.
Our service is provided via teledermatology, with no face-to-face consultation between doctor and patient. From time to time, our doctors may suggest that only a face-to-face consultation (potentially involving examination with a dermatoscope, biopsy or surgery) is suitable to provide treatment. In such cases, our doctors will advise the patient that an in-person consultation is recommended, either with a GP for referral or a private Consultant Dermatologist. However, this advice still constitutes the provision of our Services, and does not entitle our patients to a refund.
4.1.1. Medical services – remote
Specifically, we offer an asynchronous Remote Medical Service, which involves the patient submitting their photos and medical history (together, the “Case”) electronically on our platform by making a payment to us. Each Case is limited to one dermatology condition. Patients may submit their Case during normal working hours, subject to our platform and app maintenance requirements.
Patients do not choose their doctor. Once a doctor has accepted the Case, they will review the Case and respond to the patient, and may also provide treatment accordingly.
Patients will receive a clinical letter from their doctor, as well as a prescription where appropriate. This clinical letter will contain a suggested diagnosis of the dermatology condition based on the information provided (photos and medical history), advice and guidance on the condition, and finally a suggested single treatment course where appropriate.
We aim to provide the service within 3 working days after a Case has been submitted, although this timing is subject to the availability of our doctors.
4.1.2. Medical services – hybrid
We also offer a Hybrid Medical Service, which involves a Remote Medical Service together with a follow-up synchronous remote appointment.
Patients do not choose their doctor. Once a doctor has accepted their Case, a patient may schedule their appointment through our app at a mutually convenient time.
This appointment involves a live voice call between doctor and patient lasting approximately 15 minutes, during which the doctor may discuss the Case with the patient.
We aim to schedule the appointment within 30 working days after it has been requested, although this is subject to the availability of our doctors.
4.2. Aesthetic services
We facilitate the provision of personalised skincare plans to help improve the skin’s appearance, specifically through skincare regimes which may involve non-prescription skincare products. We do not sell products directly, but provide a suggested list of readily available products, the cost of which is not included within the Services provided.
This service is not a regulated activity within the meaning of the following statutory instrument – The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.
4.2.1. Aesthetic services – remote
Specifically, we offer an asynchronous Remote Aesthetic Service, which involves the patient submitting their photos and medical history (together, the “Case”) electronically on our platform by making a payment to us.
Each Case is limited to one aesthetic skin concern. Patients may submit their Case during normal working hours, subject to our platform and app maintenance requirements. Patients do not choose their doctor.
Once a doctor has accepted the Case, they will review the Case and respond to the patient, and may also provide a personalised skincare plan accordingly.
Patients will receive a clinical letter from their doctor, as well as a suggested skincare plan where appropriate. This clinical letter will contain a suggested assessment of the aesthetic skin concern based on the information provided (photos and medical history), advice and guidance on the concern, and finally a suggested skincare plan where appropriate. A skincare plan includes a list of recommended skincare products.
We aim to provide the service within 3 working days after a Case has been submitted, although this timing is subject to the availability of our doctors.
4.2.2. Aesthetic services – hybrid
We also offer a Hybrid Aesthetic Service, which involves the patient submitting their photos and medical history (together, the “Case”) electronically on our platform by making a payment to us. The patient may then schedule a follow-up synchronous remote appointment once a doctor has accepted their Case.
This appointment involves a live voice call between doctor and patient lasting approximately 15 minutes, during which the doctor may discuss the Case with the patient. Through our app, patients will be able to request an appointment at a mutually convenient time.
We aim to schedule the appointment within 30 working days after it has been requested, although this timing is subject to the availability of our doctors.
4.2.3. In-person services
We display an In-Person Medical and Aesthetic Service on our website for indicative purposes. This is not a service provided by Clinical Teledermatology Ltd or by a doctor in their capacity as a contractor for Clinical Teledermatology Ltd. Instead, it is a service provided at the Spire Cambridge Lea Hospital under its own terms and conditions.
4.3. Aftercare services
For both Medical and Aesthetic Services (the "Initial Services"), our doctors provide an aftercare service (the "Aftercare Service"), lasting 30 calendar days after the provision of the Initial Services, which is included for no extra charge. During this period, a patient may contact the doctor providing the Initial Services through our app, in writing, with any routine and non-emergency questions or concerns regarding their dermatology treatment or aesthetic skincare plan.
A patient may also submit photos of their skin to evidence their questions or concerns. We aim to ensure that the doctor provides a response within a reasonable time after a patient has used the aftercare contact, ideally within 3 working days, although this is subject to the doctor's availability.
Outside of this aftercare service, a patient is not entitled to any further interaction with their doctor or any ongoing service or treatment beyond what has been provided within the Initial Services, except where the patient experiences an adverse effect from medication which has been prescribed by their doctor, or from a skincare plan which has been suggested by their doctor as part of these Initial Services. Instead, a patient may submit a new Case.
4.4. The doctors fulfilling the Services
We facilitate the provision of medical and aesthetic services. These Services are fulfilled by independent contractors, who are NHS Consultant Dermatologists on the medical and specialty register as supervised by the General Medical Council. These independent contractors are not our employees. We do not provide any medical or aesthetic services to you, and are not responsible for the actions or omissions of the doctors, who are independent contractors.
4.5. Your right to cancel
Right to cancel
You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day of the conclusion of the contract.
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. an e-mail to [email protected] or a letter sent by post to our registered address). We refer you to the model cancellation form which you may wish to use, but this is not obligatory.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
We will communicate to you an acknowledgment of receipt of the cancellation on a durable medium (e.g. by e-mail) without delay.
If you request expressly to begin the performance of Services during the cancellation period, and elect subsequently to cancel the contract during the cancellation period, you shall pay us the sum of £150, being the reasonable cost of supplying our Services.
You will lose your right to cancel if you request expressly the early supply of our Services and we have performed fully our Services.
For a remote service, full performance ends once you receive a clinical letter from your doctor, as well as a prescription where appropriate.
For a hybrid service, full performance ends with your scheduled follow-up synchronous remote appointment, whether you attend this or not. Once an appointment has been scheduled, it may not be rescheduled by you without reasonable notice. If you fail to attend or are late in attending a scheduled appointment, we may, at our discretion, offer an alternative appointment at no extra charge, depending on doctor availability.
Effects of cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery. We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have agreed expressly otherwise; in any event, you will not incur any fees as a result of the reimbursement.
4.6. Model cancellation form
To Clinical Teledermatology Ltd, Compass House, Vision Park, Histon CB24 9AD ([email protected])
I hereby give notice that I cancel my contract of sale for the supply of the following service [*]
Ordered on [*] / received on [*]
Name of consumer:
Address of consumer:
Signature of consumer (only if this form is sent by letter)
Date:
[*] Amend/delete as appropriate
5. What we require to provide Services
You agree to provide us with complete and accurate information about your medical history, symptoms and skin condition or concern. You also agree to inform us if this information becomes inaccurate or incomplete.
Where you have consented to receiving treatment by activating any prescription, you must ensure that you follow any instructions provided regarding the use of medicines, whether provided by our doctors or by your pharmacy. You must inform your GP and any other relevant medical professional of your use of this prescription.
Where you have consented to receiving a personalised skincare plan by purchasing the recommended skincare product list, you must ensure that you follow any instructions provided regarding the use of these skincare products.
You must ensure that you follow any instructions provided by our doctors.
You must seek medical care if you suffer an adverse effect of any treatment provided by our doctors. This could be a local GP, an Accident & Emergency Department of a hospital, or emergency numbers such as 999.
You agree to provide us with the details of the General Practitioner (GP) where you are registered. We will not contact your GP unless required by law.
Our Services are provided in English, however we may, upon request, be able to provide our Services in an alternative language or offer an interpreter service. This may result in a delay to receiving the Services, as well as an additional charge to cover the reasonable costs of securing such an interpreter.
You may only access our Services for your own personal use, except in Cases involving a child or a vulnerable adult, where if appropriate (for instance if you are a parent or guardian), you may seek access on behalf of a child or vulnerable adult.
6. Accessing our Services and registration
You must be resident in the UK and registered with a GP in order to register with us and access our Services. If you are under 18 years of age, you cannot access our Services without a parent or guardian also registering, and registering you as a named family member.
Upon registration, you must provide certain personal information (including ID, proof of address and contact details) as well the details of your GP.
You must keep any log-in details for accessing our Services confidential.
We are under no obligation to accept your registration or provide you with access to our Services. We reserve the right to refuse your Case, with no requirement to provide an written explanation. If we refuse your Case, and you have already paid to submit your Case, we will provide you with a full refund.
7. Medicines and prescriptions
As part of our medical services, you may receive a recommended prescription for medication from a doctor. This will be dispensed by a registered pharmacy, not by us, and involves a separate contract between you and the registered pharmacy. The price and availability of this medication is determined by the registered pharmacy.
As part of our aesthetic services, you may receive a recommended product list from a doctor. This can be purchased from a pharmacy, not from us. The price and availability of this product list is determined by the pharmacy.
8. Our liability to you
We do not exclude or limit in any way our liability to you where this would be unlawful. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors, for fraud or fraudulent misrepresentation, or for breach of your legal rights.
We have no liability for the actions or omissions of the doctors providing the Services, nor the accuracy of their diagnosis or suggested treatments. These doctors are independent contractors and not our employees. We do not provide any medical or aesthetic services to you.
We have no liability for the actions or omissions of a pharmacy fulfilling any prescription provided by a doctor.
If the quality of the photos uploaded to our portal is obviously inadequate (for instance if it is blurry or poorly focused), a doctor may not be able to provide the services appropriately. If this is the case, the doctor will inform you and ask that you resubmit your Case at no extra charge.
We request that you upload photos taken with a smartphone or digital camera. We will provide you with instructions on how to take and upload photos appropriately. We cannot be held responsible if you do not follow these instructions, for instance if you provide an erroneous description of a photo’s corresponding location on the body.
The quality of photos taken with a smartphone or digital camera may be of lower grade than photos taken with a dermatoscope, although it will still be adequate for providing the Initial Services.
Our Services are intended only for domestic and private use. We are not liable for business losses, including loss of profit, loss of business, business interruption, or loss of business opportunity. Time shall not be “of the essence” in the provision of Services to you, all timeframes expressed in these Terms of Sale are estimates and non-binding on us and the Doctors.
We will not be liable to you if we fail to comply with these Terms of Sale due to circumstances beyond our reasonable control, such as doctor availability or platform and app availability.
If we are found liable to you of any act or omission, neglect or default, such liability not involving death, personal injury, fraud or fraudulent misrepresentation, our total liability to you shall not exceed £500.
9. Price and payment
If no doctor accepts your Case within a reasonable time after it has been submitted, ideally 10 working days, we will provide you with a full refund.
If a doctor fails to attend your scheduled Remote appointment, we will offer to reschedule it at a mutually convenient time, or alternatively we will provide you with a full refund.
The price of our Services is displayed on our website, and may change from time to time. You must pay for our Services at the same time you submit your Case. The price of our Services is inclusive of VAT, unless otherwise stated.
10. Complaints and disputes
If you wish to make a complaint, we refer you to our complaints policy which is outlined below.
How to make a complaint
If you would like to make a complaint, you can do so via letter to Clinical Teledermatology Ltd, Compass House, Vision Park, Histon CB24 9AD, or by email to [email protected].
Please include the following information in your complaint:
- Your full name
- Your contact details (telephone, email and address)
- The fact that you are making a complaint
- Any relevant dates which are relevant to your complaint
- The type of Services we have provided to you
- Any reference number we have provided to you
- A key summary of your complaint and why the Services were not satisfactory
What to expect
Complaints will be processed during our business hours which are Monday to Friday, 9.30am to 5.30pm. Complaints will be dealt with by a member of our Clinical Team or business team.
We will acknowledge your complaint within 5 business days of our receipt of it.
We will then conduct an investigation into your complaint. We may need to contact you in order to obtain further details during this investigation.
A response to your complaint will ordinarily be provided to you by email.
Once we have acknowledged your complaint, we will provide ordinarily a full response within 30 business days. Sometimes, the investigation may take longer. If that is the case, we will contact you to inform you and update you on a timeframe within which you should expect to receive a response.
We may agree with all or some of your grounds of complaint. If this is the case, we will aim to offer a satisfactory solution to you, which may include:
- A full refund
- A partial refund
- The repeat provision of the Services
Resolution
We will offer the solution which we judge is most appropriate in the circumstances.
If we do not agree with your grounds of complaint, we will explain in full why this is the case. If you are unhappy with our decision, you may wish to progress matters externally (see below).
Other options
We hope that we will be able to resolve your complaint. However, if you are unhappy with the outcome of your complaint, you may wish to seek alternative options.
Our medical services are regulated by the Care Quality Commission. Details about our regulatory body can be found on https://www.cqc.org.uk/. You have the option of contacting the CQC with a complaint about our required standards if this is appropriate.
Information about your legal rights as a consumer can be found on the Citizens Advice Bureau website.
11. Jurisdiction
These Terms of Sale and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.
The English courts will have exclusive jurisdiction over all disputes or claims arising out of or in connection with these Terms of Sale.
12. Entire Agreement
These Terms of Sale and any document expressly referred to in them constitute the whole agreement between us and supersede all previous discussions, correspondence, negotiations, previous arrangement, understanding or agreement between us relating to the use of our website or app.
This contract is between you and us. No other party shall have any rights to enforce any of its terms, save that we may transfer our rights and obligations under this agreement to another party.