Terms and Conditions of Sale
Registered name: Clinical Teledermatology Ltd. · Last updated: 26 April 2026
1. Definitions
Instaderm, We, Our, Us and the Company mean Clinical Teledermatology Ltd, a company registered in England and Wales (company number 15598925), owner or licensee of the Website and App. Registered address: Compass House, Vision Park, Histon CB24 9AD; support@instaderm.co.uk. Doctors and Consultant Dermatologists are independent contractors who are NHS Consultant Dermatologists supervised by the General Medical Council. Platform and Portal mean our secure patient portal; app means the Instaderm mobile application; Patient, You and Yours mean users of our medical or aesthetic Services.
2. Terms and conditions
These Terms and Conditions of Sale set out the basis on which you may purchase medical or aesthetic Services through our website or app. By using the website or app, you accept these Terms and agree to abide by them. Do not use the website, app or Services for medical emergencies; contact your GP, nearest A&E or 999. We may update the Terms of Sale from time to time.
3. Other terms and conditions and policies
Our Terms and Conditions of Use govern use of the website or app. Our Privacy Policy applies to the website and app and explains how we process personal information. By using the website or app, you consent to processing and warrant that information you provide is accurate.
4. Our services
We offer medical and aesthetic Services through our platform. You must be resident in the UK and registered with a GP. Under 18s require a parent or guardian to register and name them as a family member. Medical services provide dermatology advice, guidance and treatment through asynchronous Remote Medical Service and Hybrid Medical Service. Aesthetic services provide personalised skincare plans through remote and hybrid services; products are not sold directly by us. In-person services displayed on the website are provided at Spire Cambridge Lea Hospital under its own terms and conditions.
Remote Cases are limited to one dermatology condition or aesthetic concern. Patients submit photos and medical history after payment; they do not choose their doctor. Doctors provide a clinical letter and, where appropriate, a prescription or skincare plan. We aim to provide remote services within 3 working days. Hybrid appointments are live voice calls of approximately 15 minutes and we aim to schedule them within 30 working days, subject to doctor availability. Aftercare lasts 30 calendar days after Initial Services and is included at no extra charge for routine, non-emergency questions.
Services are fulfilled by independent NHS Consultant Dermatologists, not our employees. We facilitate the provision of the Services and do not provide medical or aesthetic services ourselves or accept responsibility for doctors’ actions or omissions.
4.5. Your right to cancel
You have the right to cancel within 14 days without giving a reason. To cancel, email support@instaderm.co.uk or write to Clinical Teledermatology Ltd, Compass House, Vision Park, Histon CB24 9AD. If you request Services during the cancellation period and then cancel, you must pay £150 as the reasonable cost of supplying Services. You lose the right to cancel if Services are fully performed at your express request. Remote performance ends when you receive the clinical letter and prescription where appropriate; hybrid performance ends with the scheduled follow-up appointment, whether attended or not.
If you cancel, we will reimburse payments received, including delivery costs, without undue delay and no later than 14 days after notification, using the same payment method unless otherwise agreed. Model cancellation form: To Clinical Teledermatology Ltd, Compass House, Vision Park, Histon CB24 9AD (support@instaderm.co.uk). I hereby give notice that I cancel my contract for the following service. Ordered on / received on: ____. Name: ____. Address: ____. Signature: ____. Date: ____.
5. What we require to provide Services
You agree to provide complete and accurate information about medical history, symptoms and skin condition and tell us if it changes. Follow all instructions from doctors, pharmacies and skincare plans. Seek medical care for adverse effects through your GP, A&E or 999. Provide the GP details where you are registered. Services are provided in English, although an interpreter or alternative language may be available at an additional reasonable charge. Services are for personal use, except where appropriate for a child or vulnerable adult.
6. Accessing our Services and registration
You must be UK resident and registered with a GP. On registration, provide personal information including ID, proof of address, contact details and GP details. Keep login details confidential. We are not obliged to accept registration or provide access and may refuse a Case. If we refuse a paid Case, we will provide a full refund.
7. Medicines and prescriptions
Medication is dispensed by a registered pharmacy, not us, under a separate contract. Pricing and availability are determined by the pharmacy. Aesthetic product lists may also be purchased from a pharmacy, not from us.
8. Our liability to you
We do not exclude or limit liability where unlawful, including death or personal injury caused by negligence, fraud or breach of legal rights. We are not liable for doctors’ or pharmacies’ actions or omissions, diagnoses or suggested treatments. You are responsible for following photo instructions. Services are for domestic and private use; we are not liable for business losses. Timeframes are estimates. We are not liable for circumstances beyond reasonable control such as doctor or platform availability. Where liability is established, excluding death, personal injury, fraud or fraudulent misrepresentation, total liability will not exceed £500.
9. Price and payment
If no doctor accepts a Case within a reasonable time, ideally 10 working days, we will provide a full refund. If a doctor misses a scheduled remote appointment, we will offer rescheduling or a full refund. Prices are displayed on our website, may change, and are paid when submitting a Case. Prices include VAT unless stated otherwise.
10. Complaints and disputes
For complaints, please refer to our Complaints Policy. You may complain by letter to Clinical Teledermatology Ltd, Compass House, Vision Park, Histon CB24 9AD, or by email to support@instaderm.co.uk. Include your name, contact details, relevant dates, Services provided, reference number, and a summary. Complaints are acknowledged within 5 business days and a full response is ordinarily provided within 30 business days. Solutions may include full or partial refund, repeat provision of Services or another appropriate resolution. Our medical services are regulated by the Care Quality Commission; see https://www.cqc.org.uk/.
11. Jurisdiction
These Terms of Sale and any dispute or claim arising out of them shall be governed by the law of England and Wales. The English courts have exclusive jurisdiction.
12. Entire Agreement
These Terms of Sale and any document expressly referred to in them constitute the whole agreement and supersede previous discussions, correspondence, negotiations, arrangements, understandings or agreements about using our website or app. This contract is between you and us; no other party may enforce its terms, save that we may transfer our rights and obligations to another party.