Prescription and Clinical Review Information

Last updated: 1 August 2026

1. Purpose of This Page

This page explains how prescription and clinical-review requirements may apply to medicine requests submitted through HappyMeds.

It explains:

• Why some medicines require a prescription.
• What information may be requested.
• How a clinical review may be completed.
• Why an order is not automatically approved.
• Why a requested medicine, strength or quantity may be changed or declined.
• What happens when further information is needed.

2. Prescription-Only Medicines

Some medicines can only be supplied following an appropriate assessment and a valid prescription.

Zopiclone is a prescription-only medicine used for the short-term treatment of insomnia.

Submitting an order, selecting a quantity or making payment does not guarantee that a prescription will be issued or that the requested product will be supplied.

A customer cannot approve their own medicine, dose, strength, treatment duration or quantity.

3. Clinical Independence

Clinical decisions must be made independently by an appropriately qualified prescriber.

A clinical decision must not be influenced by:

• The customer’s preferred outcome.
• The amount paid.
• The quantity selected.
• A promotional offer.
• Previous approval.
• Pressure to complete an order.
• A request for faster delivery.

The prescriber may approve, decline or request further information based on professional judgement and patient safety.

4. Information You May Be Asked to Provide

Depending on the medicine and circumstances, you may be asked about:

• Your age and date of birth.
• Symptoms and their duration.
• Previous diagnosis or treatment.
• Current medicines.
• Allergies.
• Medical conditions.
• Previous reactions to medicines.
• Pregnancy or breastfeeding.
• Alcohol or substance use.
• Sleep problems and their effect on daily life.
• Previous use of sleeping medicines.
• Relevant mental-health information.
• Your GP details.
• Other information needed to assess suitability.

You must answer honestly, completely and accurately.

5. Identity and Age Verification

We may request information to verify:

• Identity.
• Age.
• Billing address.
• Delivery address.
• Payment ownership.
• Previous accounts or orders.

Verification may be required to:

• Protect patient safety.
• Prevent fraud.
• Prevent medicine misuse.
• Identify duplicate accounts.
• Meet applicable legal requirements.
• Confirm that the request relates to the correct person.

An order may be delayed or declined if verification cannot be completed.

6. Online Questionnaires

An online questionnaire may form part of the review process, but it may not be sufficient in every case.

The prescriber may require:

• Further written questions.
• A secure message exchange.
• A telephone consultation.
• A video consultation.
• Evidence of a previous prescription.
• Information from a GP or medical record.
• Another appropriate assessment.

You must remain available to respond if further information is requested.

Failure to respond may result in cancellation or delay.

7. Two-Way Communication

Customers should have an appropriate way to ask questions and provide further information.

The prescriber may also need to:

• Clarify an answer.
• Discuss risks or alternatives.
• Confirm treatment history.
• Explain why a request is unsuitable.
• Provide safety instructions.
• Discuss dependence or withdrawal risks.
• Recommend contact with a GP.

Communication may take place through secure messaging, telephone, video or another suitable method.

8. Verification of Medical Information

For some medicines or circumstances, information provided by the customer may need to be independently verified.

Where clinically appropriate and legally permitted, you may be asked to:

• Provide evidence from a previous prescription.
• Share relevant medical documents.
• Allow contact with your GP.
• Provide details of another healthcare professional.
• Complete further identity or health checks.

Refusing or being unable to provide necessary evidence may mean that the request cannot proceed.

9. Zopiclone Requests

Zopiclone is normally intended for short-term treatment.

A review may consider:

• The severity and duration of insomnia.
• Whether non-medicine approaches have been considered.
• Previous use of zopiclone or similar medicines.
• The risk of tolerance, dependence or withdrawal.
• Alcohol or substance-use history.
• Other sedating medicines.
• Breathing problems.
• Sleep apnoea.
• Liver problems.
• Mental-health history.
• The risk of next-day impairment.
• The requested strength and quantity.

Previous use does not automatically mean that continued or repeated supply is appropriate.

10. Strength and Quantity Requests

A selected strength or quantity represents a request only.

The final outcome may be:

• Approved as requested.
• Approved at a different strength.
• Approved for a lower quantity.
• Delayed pending further information.
• Declined.
• Referred for an alternative assessment.

Customers must not create multiple accounts or use different names, addresses, devices or payment methods to avoid review or quantity controls.

11. Repeat Orders

Repeat requests may be reviewed using:

• The date of previous orders.
• Previous quantities.
• Previous clinical information.
• Changes in health or medicine use.
• Reported side effects.
• Evidence of early or excessive reordering.
• Accounts linked to the same person, address or payment method.

A previous approval does not guarantee approval of a repeat request.

Updated information may be required each time.

12. When a Request May Be Declined

A request may be declined where:

• The information is incomplete or inconsistent.
• Identity or age cannot be verified.
• The medicine appears clinically unsuitable.
• The requested strength or quantity is inappropriate.
• There is a risk of interaction with another medicine.
• There is concern about dependence, misuse or diversion.
• Further examination or diagnostic testing is needed.
• Symptoms require urgent or face-to-face assessment.
• The customer does not respond to questions.
• Required prescription or verification requirements have not been met.
• The prescriber considers another treatment or referral more appropriate.

A declined request is a clinical or safety decision and is not a personal judgement.

13. Payment and Refunds

Payment authorisation does not mean that a prescription has been approved.

Where payment has been taken and the request is subsequently declined before dispatch, an eligible refund will be handled in accordance with our Refund Policy.

Clinical approval cannot be purchased or guaranteed.

14. Medical Emergencies

HappyMeds is not an emergency service.

Do not wait for an online review if you have:

• Severe breathing difficulty.
• Loss of consciousness.
• A suspected overdose.
• A severe allergic reaction.
• Thoughts of immediate self-harm.
• Another life-threatening symptom.

Call 999 in an emergency.

For urgent non-emergency advice in the United Kingdom, contact NHS 111.

15. Confidentiality

Health and clinical information will be handled in accordance with our Privacy Policy and applicable data-protection requirements.

Only information reasonably required to review, administer or fulfil the request should be used or shared.

16. Important Notice

Completing a questionnaire or placing an order does not create a right to receive a prescription or medicine.

The final decision must be based on clinical suitability, patient safety and applicable legal and professional requirements.