Should you be made aware before payment is taken that a photo ID is required for a service?

frank1978

I've been using various medical service websites recently, such as Medichecks, Asda, and Superdrug's online doctor. All of the websites have taken payment before making you aware that a photo ID is required before you can proceed with various services. Such as a private prescription request or getting blood drawn.

I don't have a driving licence or passport. so I had to go through the process of opening support tickets and making phone calls to get refunds back. I feel they missold on the basis that they kept important information about the product or service hidden or obscured, and I should have been informed beforehand on the product page.

 

MattMattMattUK

frank1978 said:

I've been using various medical service websites recently, such as Medichecks, Asda, and Superdrug's online doctor. All of the websites have taken payment before making you aware that a photo ID is required before you can proceed with various services. Such as a private prescription request or getting blood drawn.

I don't have a driving licence or passport. so I had to go through the process of opening support tickets and making phone calls to get refunds back. I feel they missold on the basis that they kept important information about the product or service hidden or obscured, and I should have been informed beforehand on the product page.

It will be in their terms and conditions which you will have had to tick a box to say you have read before payment was taken...

jon81uk

MattMattMattUK said:

frank1978 said:

I've been using various medical service websites recently, such as Medichecks, Asda, and Superdrug's online doctor. All of the websites have taken payment before making you aware that a photo ID is required before you can proceed with various services. Such as a private prescription request or getting blood drawn.

I don't have a driving licence or passport. so I had to go through the process of opening support tickets and making phone calls to get refunds back. I feel they missold on the basis that they kept important information about the product or service hidden or obscured, and I should have been informed beforehand on the product page.

It will be in their terms and conditions which you will have had to tick a box to say you have read before payment was taken...

I can't see it in the Superdrug online doctor terms Terms & Conditions - Online Doctor | Superdrug
But it does state you need to be over 18 to access most services, therefore it seems reasonable you might be asked for proof of that. 

Same for Medichecks, Terms and conditions for Medichecks.com doesn't mention ID just that you need to give name and DoB etc and that you need to be over 18.

OP, have you actually tried using the service and ever been asked to prove your age? I'm assuming from your username that you are 45 so I doubt you'd even be asked.

PHK

jon81uk said:

MattMattMattUK said:

frank1978 said:

I've been using various medical service websites recently, such as Medichecks, Asda, and Superdrug's online doctor. All of the websites have taken payment before making you aware that a photo ID is required before you can proceed with various services. Such as a private prescription request or getting blood drawn.

I don't have a driving licence or passport. so I had to go through the process of opening support tickets and making phone calls to get refunds back. I feel they missold on the basis that they kept important information about the product or service hidden or obscured, and I should have been informed beforehand on the product page.

It will be in their terms and conditions which you will have had to tick a box to say you have read before payment was taken...

I can't see it in the Superdrug online doctor terms Terms & Conditions - Online Doctor | Superdrug
But it does state you need to be over 18 to access most services, therefore it seems reasonable you might be asked for proof of that. 

Same for Medichecks, Terms and conditions for Medichecks.com doesn't mention ID just that you need to give name and DoB etc and that you need to be over 18.

OP, have you actually tried using the service and ever been asked to prove your age? I'm assuming from your username that you are 45 so I doubt you'd even be asked.

This isn't to do with age, but proving identity.

user1977

If you're getting the refunds I'm not sure why it matters much? That's all you'd be entitled to anyway.

Surely you've now got the message that this sort of thing needs ID? Might be simpler just to get one?

jon81uk

PHK said:

jon81uk said:

MattMattMattUK said:

frank1978 said:

I've been using various medical service websites recently, such as Medichecks, Asda, and Superdrug's online doctor. All of the websites have taken payment before making you aware that a photo ID is required before you can proceed with various services. Such as a private prescription request or getting blood drawn.

I don't have a driving licence or passport. so I had to go through the process of opening support tickets and making phone calls to get refunds back. I feel they missold on the basis that they kept important information about the product or service hidden or obscured, and I should have been informed beforehand on the product page.

It will be in their terms and conditions which you will have had to tick a box to say you have read before payment was taken...

I can't see it in the Superdrug online doctor terms Terms & Conditions - Online Doctor | Superdrug
But it does state you need to be over 18 to access most services, therefore it seems reasonable you might be asked for proof of that. 

Same for Medichecks, Terms and conditions for Medichecks.com doesn't mention ID just that you need to give name and DoB etc and that you need to be over 18.

OP, have you actually tried using the service and ever been asked to prove your age? I'm assuming from your username that you are 45 so I doubt you'd even be asked.

This isn't to do with age, but proving identity.

Thats why I was asking whether the OP has actually tried using the service, or if they just cancelled after seeing ID might be needed. As the terms don't mention ID is needed, just that you need to be over 18. So the email might only be mentioning that ID is needed for certain services due to the age verification, or is it needed for other purposes. 

The OP needs to confirm if they were ever asked to prove ID or just age.

born_again

frank1978 said:

I've been using various medical service websites recently, such as Medichecks, Asda, and Superdrug's online doctor. All of the websites have taken payment before making you aware that a photo ID is required before you can proceed with various services. Such as a private prescription request or getting blood drawn.

I don't have a driving licence or passport. so I had to go through the process of opening support tickets and making phone calls to get refunds back. I feel they missold on the basis that they kept important information about the product or service hidden or obscured, and I should have been informed beforehand on the product page.

 

Which is only part of their services.
TBH, I would expect something like having blood taken would require ID, or anyone could turn up for the test. Same with a prescription. 
They could be giving drugs to anyone. So they have to cover themselves.

sheramber

from Superdrug online doctor terms and conditions

(ii) two-step journeys

These journeys are required when our doctors need you to send in pictures or other information for them to decide (a) whether you can be treated remotely and (b) suggest medication if suitable.

The first step:

1. Complete an initial questionnaire.

2. Share pictures and other information, if asked.

3. Agree to the Terms and Conditions.

4. Register on our Website, or log in, if you’ve already registered.

We will email or text you (if applicable) a confirmation that you’ve successfully registered with us and that our doctors are reviewing your questionnaire and attachments. 

We’ll then notify you by email or text if remote medical treatment is suitable for you. If so, our doctors will offer you a treatment. 

Undervalued

frank1978 said:

I've been using various medical service websites recently, such as Medichecks, Asda, and Superdrug's online doctor. All of the websites have taken payment before making you aware that a photo ID is required before you can proceed with various services. Such as a private prescription request or getting blood drawn.

I don't have a driving licence or passport. so I had to go through the process of opening support tickets and making phone calls to get refunds back. I feel they missold on the basis that they kept important information about the product or service hidden or obscured, and I should have been informed beforehand on the product page.

 

Even if they did, what remedy do you expect?

As I read your post, you have be given a full refund so unless you have incurred any other expenses as a result of their failure (if indeed it is a failure) I can't see you are entitled to anything else.

If one or more of these services requires photo ID (maybe it is a legal requirement?) then surely it is reasonable to expect that the others will too? At the very least, having been disappointed once I imagine most people would ask before proceeding again.

tightauldgit

I think they probably should tell you beforehand if it requires photo ID but I don't think it would amount to mis-selling or anything of the sort - just grounds for a refund, which they appear to be giving you.

amanda1024

born_again said:

TBH, I would expect something like having blood taken would require ID, or anyone could turn up for the test. Same with a prescription. 
They could be giving drugs to anyone. So they have to cover themselves.

I've never needed photo ID for any of this in-person - I turn up at hospital/GP/pharmacy with my name and dob (or name+dob for the person the medicine is for) and that's it. There are alternative ways to prove ID too - otherwise a significant minority wouldn't have any access to healthcare, banking etc. It sounds like these online suppliers aren't being as inclusive as they could be.