FAQs

CloudRx has been set up by pharmacists with significant experience of health tech and pharmacy. Our directors were arguably the founders and pioneers of the online pharmacy industry in the UK.


CloudRx is a fully registered pharmacy regulated by the General Pharmaceutical Council. We have created an electronic prescription system that allows private prescribers to create and send a legally valid digital prescription to our pharmacy for delivery of the medicines directly to patients. The impact of the Covid-19 pandemic means that many prescribers are relying on our technology to allow them to maintain their services to patients.


Please refer to our "Regulatory Information" section for a detailed explanation of the requirements to create a legal digitally signed prescription and the appropriate supporting background information. If you have further questions please do not hesitate to contact us.


Once a prescription has been approved by the prescriber the patient receives an email and text message confirming CloudRx has the prescription ready for dispensing. Included in the message is a link to a secure payment page where the patient completes payment for the medicines and delivery charges. We recommend that wherever possible prescribers select the guaranteed next day option. Once payment has been made the medicines are dispensed and dispatched directly to the patient.

If preferred, we can set up an account to invoice medicines and delivery costs to the prescriber or clinic, rather than our normal “patient pay” model.


You can contact our customer care team Monday – Friday 9.00am – 5.00pm and Saturday 9.00am-1.00pm.

By email: pharmacy@cloudrx.co.uk
By phone: 0113 531 2942


Once your registration is completed we will run through our authentication process to validate your status as a legal prescriber and to check your identity. If we need any information that you haven’t supplied, we will contact you to seek the required information, and complete your registration. Once this is complete we will provide you with Log in details to the CloudRx online prescribing system. The first time you log in you will be forced to change the password so only you know it. You must keep you username and password confidential to only you at all times.


The medicines will be delivered by Royal Mail or DPD in plain, discreet packaging. We will let the patient know when we dispatch their medicines.


We have different services that can be selected depending on the patient’s preference:
Royal Mail 24 Tracked is £4.75
Royal Mail Special delivery is £6.75
Royal Mail Special Saturday delivery is £9.50
DPD Next day delivery £6.75
DPD Saturday is £9.50


The delivery time for RM24 tracked delivery is normally the next working day including Saturdays. This is a fully tracked service.

The delivery time for RM Special delivery is guaranteed before 1pm the following day. This is a fully tracked service.

The delivery time for DPD is guaranteed next day and is a fully tracked service. Prescriptions will need to be received and paid for by 3pm in order to allow next day delivery.


It is possible that we received payment for the order after our cut off of 4pm for Royal Mail or 3pm for DPD. Alternatively it may be that there is problem obtaining the medicine or it is not in stock. In this instance the patient will be sent an email advising them of the issue.


If no one is available to sign for the package it will be returned to your local postal depot where you will be required to collect or rearrange delivery.

Couriers will leave deliveries in a safe place or with a neighbor by prior arrangement. This can be set up through the DPD App.


We deliver anywhere in the UK and Channel Islands.


All orders are sent in plain, discrete packaging. Our name or logo is not displayed on the package and there is no indication of the contents.


Currently CloudRx is not set up for sending prescriptions internationally but we are looking to add this feature shortly.


CloudRx allow the creation of “Admin” users. An Admin user is someone who can do all the necessary work to create a prescription so that it is ready for final authorisation by a registered prescriber. Admin users cannot authorise prescriptions. In practice, this means if a prescription is needed, your secretary can prepare everything on the CloudRx online prescribing system, where it will simply require you to check and approve the prescription. There is an edit function for the prescriber to make any changes they wish to the prescription prior to authorisation. This system offers significant time savings to you in your creation and issuing of prescriptions.


Yes. When you create a prescription, you have an option to allow up to 6 repeats. If you choose to allow repeat supplies against the prescription, this allows your secretary or the patient to request the pharmacy to dispense the repeats without the need for a further prescription. When requesting a supply from a previously authorised repeat prescription, it is possible to remove unrequired items that were present on the original repeat prescription.

The prescriber will be required to perform the authorisation of the initial prescription, but you will not be required to authorise the further dispensing of any repeats that are available.


Provided that the medication has not already been despatched to the patient, we will make whatever changes we can. You should email the change to us or contact our Pharmacy by phone. Prescriptions are normally dispensed the same day they are received within the system and paid for by the patient. They leave our dispensary at around 4pm daily, so we can apply changes before this time if you require.


Once you have created and authorised the prescription, an automated email and text will be sent to your patient informing them there is a prescription waiting for them and requesting them to pay for the medication via a secure link to a Worldpay payment page. Once payment has been received the prescription will be dispensed and dispatched as soon as possible and in most cases on the same day payment is received. Your patient will be kept fully informed by email as to the progress of their medication.


Our Pharmacy keep a wide range of stock, and we would only be out of stock in most circumstances if there is a supply issue within the general supply chain, such as if a manufacturer cannot supply. We will deal with out of stock issues just like any other Pharmacy. The Pharmacy will contact you to see if you can accommodate a change of item. We will then contact the patient to keep them fully informed. Any credits or extra charges will be dealt with by our customer service team.


Yes, CloudRx do dispense CD prescriptions and have a license to dispense those written by private prescribers on FP10PCD. These are pink prescriptions and we need the hard copy prescription to send the medicines.


CloudRx require all original documents but can dispense against prescriptions received by email as long as they are received in an electronic format that meets data encryptions standards to ensure data privacy.


Yes. You can either set up a flat fee per prescription and the GMC recommends of between £10-£20 and this appears on the delivery advice to the patient. Alternatively you can set up fee equal to a percentage of the medicine costs. You will need to provide us with you bank details so we can pay the fees due to you on a monthly basis.

If you only wish to add a fee to select prescriptions, this is also possible by adding a prescriber fee as an item on the prescription when the prescription is created within our system.


Medicines can be returned for disposal purposes only to our address at 1Hawthorn Park, Coal Road, Leeds, LS14 1PQ. Unfortunately no refunds can be given for any prescription that has been dispensed and dispatched.


CloudRx are always adding new medicines to our formulary. If you wish to prescribe an item that is not listed please send an email to pharmacy@cloudrx.co.uk and we will add it. This is usually completed within 24 hours. If you commonly prescribe certain items we are happy to ensure these are on the list prior to any prescriptions being created.


There are no contractual obligations with this service. It is designed purely for you and your patient’s convenience. You are not ‘tied in’ in any way and are never obligated to use CloudRx. We just hope you will want to.