Terms and Conditions

Table of contents

Part 1 - General Terms

1. What these terms and conditions cover

These terms and conditions contain essential legal information that tells you things like:

• the terms for using our services;
• what we need from you to provide services; and
• what to do if something goes wrong.

These terms and conditions are divided into three parts -

1. General Terms - All the terms in this part are applicable to you if you have purchased or are using any of our services.
2. Specific Terms - Terms listed under the Weight Loss Programme purchased by you are applicable to you. Please see Section 3.a for more information on Weight Loss Programmes offered by us.
3. Special Terms - If you are participating in a special reward programme offered by us, terms listed under that special reward programme are applicable to you.

These terms and conditions are an agreement between you and us. This is so you know the rules and your rights when you use our UK app (SheMed app or HeMed app), UK websites (https://www.shemed.co.uk or https://www.hemed.com) and services provided by us. Separate terms and conditions apply to our non-UK apps, non-UK websites and services provided by us from outside the UK.

By using our services you agree to these terms and conditions. If you do not follow these terms and conditions, we might need to cancel or suspend your subscription or purchase and/or delete your account with us.

You should also read these terms and conditions along with:

• Our privacy policy (SheMed, HeMed)
• Our cookie policy (SheMed, HeMed)

You might also be able to find a quick answer to your question in SheMed FAQs or HeMed FAQs.

2. Contacts

a. How to contact us

You can contact us using the details on our Contact Us page (SheMed, HeMed).

b. How we contact you

We will contact you in English by email, or by phone via call or SMS or whatsapp, if you have provided your phone number. We might also send you notifications in the app when we need to tell you something important.

Please contact our support team if you need a translator or interpreter.

3. What we mean by our services

Our services fall into the following categories:

a. Programmes

Our services include programmes delivered to you for particular health matters.

Currently, we have the following structured programmes that guide you on your weight loss journey.

1. Our current SheMed offering - the SheMed Insight Weight Loss Programme whose fee is payable every cycle (usually 28 days) (hereinafter the SheMed Insight Programme).
2. The SheMed Standard Weight Loss Programme whose fee is payable every cycle (usually 28 days) (hereinafter the SheMed Standard Programme). This is not available to purchase today. If you do not adhere to the requirements as mentioned in Part 2, Section 13, you will be moved to this programme.
3. The SheMed Adherence Weight Loss Programme is a 12 calendar month subscription of £99 every cycle (usually 28 days) plus an initial blood test of £49 (hereinafter the SheMed Adherence Programme) which was available to join until 31 January 2025.
4. The HeMed Insight Weight Loss Programme whose fee is payable every cycle (usually 28 days) (hereinafter the HeMed Insight Programme).

SheMed Standard Programme, SheMed Insight Programme, HeMed Insight Programme and SheMed Adherence Programme are collectively referred to as Weight Loss Programmes. We reserve the right to introduce new programmes in the future and their features will be included in these terms and conditions.

SheMed has created a private Facebook group to help customers discuss their health, weight loss and share their experiences with other customers (referred to as Facebook Group). This is available for all customers on the SheMed Adherence Programme, SheMed Insight Programme and SheMed Standard Programme. Joining the Facebook Group is voluntary and should you decide to join, you must comply with the guidelines of the Facebook Group. Any failure to comply with the guidelines will result in removal from the Facebook Group. The Facebook Group is not an essential feature or guaranteed benefit of the Weight Loss Programmes and we reserve the right to delete the group at its sole discretion. Please note that any image or content including comments posted on the Facebook Group (referred to as Facebook Data) will be processed in line with the privacy notice displayed on Facebook Group. By joining the Facebook Group, you understand that Facebook Data is subject to Meta’s terms and conditions, Meta’s privacy policy and we will not be responsible for any processing of Facebook Data by Meta.

Features of the SheMed Insight Programme

The SheMed Insight Programme is open for participation to new customers who are not already on the SheMed Standard Programme or SheMed Adherence Programme. You have to complete a mandatory blood test. This is a continuing monthly weight loss programme which includes access to the SheMed app with weekly progress monitoring, regular live check-ins, side effect support and care package, access to health content focused on weight loss and your health journey in addition to tailored prescription medication to suit the individual's weight loss journey.

Features of the SheMed Standard Programme

This is a continuing monthly weight loss programme which includes access to the SheMed app with weekly progress monitoring, regular live check-ins, side effect support, access to health content focused on weight loss and your health journey in addition to tailored prescription medication to suit the individual's weight loss journey.

Features of the SheMed Adherence Programme

This is a 12 month subscription to a market-leading low price weight loss programme which may include prescription medication and is suitable for those who are willing and able to comply with strict adherence requirements as detailed in Section 13(a). Health data of the customers participating in this programme will be pseudonymised and used to carry out scientific research to monitor the effectiveness and acceptability of this weight loss programme. To find out more about how we use this information and how we protect your privacy, see our privacy policy. This programme closed to new participants on 1 February 2025, and in order to have continued participation in this programme, you must have completed the onboarding and detailed eligibility call, and have sent blood samples on or before 28th February 2025. If you did not, you will have been moved to the SheMed Standard Programme and pricing under that programme will be applicable.

b. Digital services

These are services that give you health and lifestyle information through our app or websites.

Our digital healthcare services are for information only. They are not designed to diagnose or provide medical advice or treatment. They should never be used as a replacement for a qualified medical professional.

You can access our services in different ways.

• Purchasing one of our Weight Loss Programmes, which may be available on our website and/or app; and/or
• Accessing our digital services through our app or website

4. Important information about our services

a. Weight Loss Programmes

Our Weight Loss Programmes are structured programmes that guide you on your weight management journey. The advice is dependent on the information provided by you during the onboarding journey, your responses to monthly questionnaires and other information provided by you throughout the journey on the Weight Loss Programme. Therefore, please ensure the information provided is accurate and kept up to date. We need you to let us know if any of the information is wrong or out of date by contacting our support team. If you do not answer questions truthfully or omit to provide details about your past medical history, we cannot be held responsible for any liability which may arise as a result and we may suspend your access to our services or cancel your account and you will not be refunded for any fees already paid by you. You may also be jeopardising your health and the efficacy of the treatment: safety is our number one priority.

The Weight Loss Programmes are not designed to diagnose you or provide you with medical advice or treatment outside of the weight loss programme, as deemed appropriate by the medical practitioner. It is only to guide you through the weight loss journey. It is best practice guidance that we share information about your purchase of the Weight Loss Programme, summaries of your check-ins, progress and the medical advice provided to you with your GP. If you do not agree to us sharing this information, you will not be able to use our Weight Loss Programmes. Therefore, please ensure that your current GP details are updated with us at all times.

We make no representations or warranties regarding the specific results or outcomes that you will achieve through your participation in the Weight Loss Programmes. The results or effectiveness of the Weight Loss Programme may vary among individuals and also depend on your adherence to the advice and instructions given.

Weight Loss Programmes, like any programmes with medical treatments, may cause side effects. Most people only experience mild and short-term side effects like nausea, vomiting, constipation, bloating, flatulence, indigestion and stomach pain. These side effects typically improve as your body adjusts to the proposed treatment. If you feel you are not able to manage the symptoms you are experiencing, please report them to us within the symptom reporting function in the app or call 999 or the emergency services immediately. If you are experiencing thought of suicide or harming yourself please call 999 or emergency services immediately. For more detailed information on side effects, you can refer to the patient information leaflet included in your box or contact our support team for our Medical representative to contact you.

If you are enrolled in any of our Weight Loss Programmes, we need some personal information from you (such as your legal name, contact details and information about your health) so that we can give you appropriate advice and services. To find out more about how we use this information and how we protect your privacy, see our privacy policy (SheMed, HeMed).

The information you give us must be true, accurate and in English. We need you to let us know if any of the information we hold about you is wrong or out of date. Please contact our support team if you need a translator or interpreter.

You must:

1. follow any instructions our team member gives to you including in relation to dose instructions;
2. follow any instructions we give to you about how to use or store medicines or healthcare products we recommend or prescribe. This includes use-by dates;
3. keep any medicines we prescribe secure and do not allow anyone other than the patient named on the prescription to use them;
4. only use our services for you;
5. not deviate from the manufacturer’s guidance for the use of any prescription provided to you;
6. report immediately through the symptom reporting function within the app if you have any bad or unexpected effects from anything we have recommended to you; and
7. contact emergency services if you think it is necessary.

Our medical practitioners are based in England and Wales. They are members of the appropriate regulatory body (for example, our doctors are members of the General Medical Council). They are committed to clinical best practice and any related standards. Our medical practitioners might have different opinions on some medical conditions or symptoms. This does not mean that our services are at fault; it is normal for experts to have different views from time to time. The titration or dosage of any medication that may be prescribed to you will be decided by our medical practitioners based on your weight management journey, clinical best practice and related standards. You cannot request for higher or lower titrations or doses of the medication.

Our team members may be in the UK or other countries. They are appropriately trained to help you complete your live virtual check-ins.

Your location - You must let the team member know at the start of your check-in if you are not located in England or Wales. We are not able to offer check-ins if you are located in the USA, Cuba, Canada, Australia, New Zealand, South Africa, Germany, Iran, Syria, Russia, North-Korea, Ukraine or China at the time of your check in. We may also choose not to continue with your consultation in any other part of the world outside England or Wales if we do not think that it is lawful or appropriate for us to do so. A full list of such locations can be provided on request. If you are based in Scotland or Northern Ireland, by using our services you agree to inform your NHS GP about any prescriptions provided to you by us.

b. Digital services

As a part of your Weight Loss Programme or otherwise, you are provided with access to a number of articles on health, wellness and weight management. They are there to give you information relating to your general wellness or health, and to let you know about general causes and risks of obesity and ways to make behavioural changes to support weight loss and maintain a healthy weight. They are not designed to be used instead of a healthcare professional. Do not use any of these digital services in an emergency. Instead, call 999 or access emergency services immediately. Our digital services are available to you through our UK website or app. You can access them through your account on the app or directly on our website. These services are free and available to all users.

5. What you can not do with our services and termination

We work hard to give you the best standard of services. But if there is something you are not happy with, you can contact us. When using our services, you must not use them:

• for commercial purposes, like using them on your own website for profit;
• for any improper, illegitimate or unlawful purpose, like interfering with or reverse engineering our app or website;
• in any way that could damage, disable or impair the operation or security of our services, like installing any virus, malware or harmful material, or making use of our services other than for the intended purpose;
• to gain access (or try to gain access) to any user accounts, data (including customer data) or computer systems or networks, through any method;
• to get medications or blood tests for someone else other than the account holder. Blood test kits must be used by the person participating in the Weight Loss Programmes as the blood test results will be uploaded on your account. If the blood test kit is given to another person, you will be responsible for any personal data breach that may occur;
• you must not create duplicate accounts or register more than once to use our services. This is to ensure that we keep an accurate record of your use of our services and any advice our practitioners have given you.
• in a manner that deviates from any clinical advice like administration/consumption of medications or in a manner that deviates from guidelines issued by the manufacturer of the product that may be prescribed to you; and
• to spread false information regarding any clinical advice, or mislead/encourage other customers to deviate from any clinical advice via social media or any other means.
• if you are participating in a weight loss programme with other providers and you have not notified it to us during your onboarding. All the eligibility information, including your weight and height, shared with us must be current, i.e. as it is on that date.

If you do, we may suspend your access to our services or cancel your account and subscription or purchase and you will not be refunded for any fees or subscription fees payable by you.

We use anti-virus measures on our websites and apps. But we can not promise that our services will always be virus-free.

Termination - we may end our agreement with you (including cancelling your subscription or purchase without a refund) if:

• We are unable to provide our services for reasons outside our control;
• You break these terms and conditions or the law relating to our services;
• You have put us in a position where we might break the law; and
• You have been abusive, aggressive or offensive to any of our staff.

6. Children and young people

Please note, our Weight Loss Programmes are not available for anyone under the age of 18 and above the age of 85. Our SheMed Adherence Programme is not available for anyone under the age of 18 and above the age of 65 in accordance with the parameters of our clinical study. However, we may by exception accept anyone aged between 65 to 85 on the Adherence Programme if we believe that their data may still be partially used for clinical study purposes.

7. If something goes wrong

Please contact us if something goes wrong. We will do our best to fix the problem.

We provide our services as they are described and we do not make any other guarantees.

If we break these terms and conditions we will only be responsible for any losses incurred by you that could have been foreseen when we entered into the terms and conditions.

Some of the things we can not be held responsible for include:

• loss or damage as a result of not following the instructions for using our services or using any of our services for anything other than their intended use;
• business losses to you (our services are for personal use only);
• any loss or damage as a result of your own breach of these terms and conditions or our privacy policy; and
• loss or damage from using other websites we link to from our app or website, including any retail partners we might work with or invite you to access. We do not recommend or endorse any websites or products that we link to. You must make your own decision about whether you want to access or use these.

Unless the law says otherwise, we will not award compensation for any amount higher than what you have paid us.

As far as we can under the law, we do not accept any other terms or rules (direct or indirect) that are outside of these terms and conditions.

If you cannot access our services

There might be times outside our control when we can not provide our services.

We are not responsible if this happens, but if it does, we will do anything we reasonably can to make sure you can use our services again as soon as possible.

8. How to make a complaint

If you have a complaint, please contact us as mentioned below and we will do our best to fix the problem. We believe that all complaints, concerns, and compliments are valuable feedback. They help us to learn from your experiences and improve our services. We always share feedback with our team members. We reply to all complaints in line with the rules and regulations that apply to our services.

a. How to complain

Let us know if you are unhappy with our service. It is best if you can do this at the time the issue takes place so that we can resolve it with you as soon as possible.

You can contact our support team via email - support@shemed.co.uk, support@hemed.com or via telephone - +44 (0) 330 822 8000. Please write “Complaint” in the subject line of your email. If you are complaining on behalf of someone else, please see Section 8(e) for further information.

b. Investigating complaints

To help us investigate your complaint, please give us as much information as possible including the following:

1. Your full name and your email or home address, including your postcode
2. Your date of birth
3. A contact phone number in case we need to contact you for more information
4. A clear description of what you want to complain about and when it happened
5. Any relevant correspondence

We do our best to acknowledge all complaints within 3 working days. We will investigate the complaint and send you our findings within 30 working days. We will let you know our findings, including any changes we will make as a result of our investigation.

If for any reason we cannot reply to you within 30 working days, we will do our best to let you know as soon as possible that our response will be late, the reason for the delay, when we will get back to you.

c. Appeals

If you are still not satisfied with our response, you can ask for an internal appeal. Please do this within 20 working days from when you received the written response. Please send us a clear, detailed description of your complaint in writing, and explain why you were not satisfied with our original response. Your complaint will then enter the second stage of our process.

d. How to complain to ISCAS

If you are unhappy with the result of your complaint from this practice you can appeal to the Independent Sector Complaints Adjudication Service (ISCAS). ISCAS adjudication is only designed to be used once all stages of the complaints process have been exhausted.

Address: Independent Sector Complaints Adjudication Service, 100 St Paul's Churchyard, London, EC4M 8BU
Telephone: 020 7536 6091
Email: info@iscas.org.uk
Web: www.iscas.org.uk

e. How to complain on behalf of someone else

If you want to complain on behalf of someone else, we need to know that you have the customer’s permission to do so. We will need a note in writing from them unless they are unable to provide one due to illness or disability. We will send this consent form to the customer when we receive the complaint. The customer will have 20 working days from when they receive the consent form to give their consent. We will start investigating the complaint after we receive the consent from the customer.

9. Changes to these terms and conditions

These terms and conditions are always available in our app and on our website. We change these terms and conditions from time to time. We may not always tell you when we make a change.

If we make any changes that affect your rights or what we need from you, then we will let you know.

If you do not agree with the changes, you can contact us to cancel your purchase or subscription with us.

If you continue to use our services, we will assume that you are happy with any new terms and conditions.

10. Other things you should know

a. Laws and regulations

The Care Quality Commission regulates the clinical services which SheMed provides which are provided by another company in our group.

Our services follow UK laws and regulations. Some countries have different laws and regulations for healthcare services.

If you are outside the UK, you are responsible for checking if it is legal to use our services in your location. We can not guarantee that our provision of the services outside the UK, or your use of the services outside the UK, will comply with the laws of the country where you are located.

We do not tolerate any abusive, aggressive or offensive behaviour directed towards any of our employees or practitioners. If we think that this is happening, then we may end your services, suspend or cancel your account and subscription and/or take any other appropriate action (including, if applicable, reporting the incident to the police). If you try to register (or re-register) after your account has been suspended or cancelled, we reserve the right to remove you from the service (without a refund) and prevent you from creating a new account.

b. Enforcement

These terms are an agreement between you and us (SheMed). They do not apply to other people. Only you can take legal action on your agreement with us.

c. Legal decisions and judgements

These terms are governed by the laws of England and Wales. If you want to take legal action relating to these terms, it must be through the courts of England and Wales.

d. Our companies

We have a few different companies (known as our 'legal entities') that provide the services. These terms and conditions are an agreement between you and the following companies. When we refer to us/we/our through-out these terms and conditions, we mean the following companies.

Weight Loss Programmes are marketed and sold by:
SheMed Limited trading as SheMed and/or HeMed
184 - 192 Drummond Street
London
NW1 3HP
Company number: 16109597

This means you are a customer of SheMed Limited and consequently all upcoming payments are deducted by SheMed Limited. Digital Services are provided by SheMed Limited.

Our clinical services and advice are provided by:
Babylon Healthcare Services Limited
184 - 192 Drummond Street
London
NW1 3HP
Company number: 09229684

This means that you will continue to receive clinical services and advice from Babylon Healthcare Services Limited and consequently your health data will continue to be collected and processed by this company. To know more about how your data is processed, please see our privacy policy (SheMed, HeMed).

Technology services including the app, website; customer support services; professional services and admin services are provided by:
eMed Healthcare UK, Limited
184 - 192 Drummond Street
London
NW1 3HP
Company number: 15086104

The scientific research conducted as a part of the SheMed Adherence Programme is sponsored by eMed Healthcare UK, Limited and consequently is carried out by this company with the support of Babylon Healthcare Services Limited. To know more about how your data is processed, please see our privacy policy.

Part 2 - Specific Terms

This part contains terms applicable to different Weight Loss Programmes offered by us. Terms listed under the Weight Loss Programme purchased by you are applicable to you and form a part of the agreement between you and us (and terms listed under other Weight Loss Programmes not purchased by you do not form a part of the agreement between you and us).

11. SheMed Insight Weight Loss Programme

a) What we need from you

If you are participating in the SheMed Insight Programme, we need the following from you:

1. Personal information from you (such as your legal name, contact details and information about your health, location and GP) so that we can give you appropriate advice and services.
2. Initial Eligibility - You will initially be assessed to check if you are eligible to participate in the Weight Loss Programme. This is based on the information provided by you in the pre-onboarding questionnaire on our website. If you meet the initial eligibility requirements, you will need to complete the onboarding process and complete the detailed eligibility questionnaire as mentioned below. You must create an account and pay the fee for the first month’s programme including any prescription. You will need to provide your bank details as part of this process.
3. Onboarding and detailed eligibility - If you meet the initial eligibility requirements, you need to complete the onboarding process and complete the detailed eligibility questionnaire. You will be prompted to download our app and create an account (if you have not already) and complete your onboarding check-in.
4. ID & verification - During your check-in through a live video call, you will be required to complete ID verification by producing a copy of an official government photo ID. If you do not verify your identification, we will end the call and ask you to check-in again when you have it. If you do not complete this process, you may not join a Weight Loss Programme.
   After completing identity verification, our team member will verify your height and weight. You must have access to a weighing scale and measuring tape to complete this process. You must also complete a detailed eligibility questionnaire on your medical history.
5. Complete Mandatory Blood Test
1. You must complete a blood test whose cost is included in the first month’s fee. The blood test kit will be dispatched Monday to Friday (excluding bank holidays). Kits will usually be dispatched the same day if ordered before 12pm. Kits ordered after 12pm will usually be dispatched the next working day.
2. You must follow the instructions contained in the kit (if you decide to complete the blood collection process unguided) or instructions provided by our Team member on the live-call during the first check-in call (ID & verification) to complete the testing process. If the blood sample you send is not sufficient or missing, then we will notify you and send another blood test kit at no additional cost to you. If the second test fails for any reason whatsoever, you must purchase another kit at your own cost.
3. You must complete the testing process in accordance with the instructions and post the sample by the next available collection time and do this within 28 days from the date on which you receive the blood test kit; and
4. You will be able to view a copy of your blood test results in the app within the activities log when it is returned from our third-party partner lab. If your blood test results reveal that you require treatment for a condition which means that GLP-1 medication would not be suitable for you at this time, we will let you know and your journey on the Weight Loss Programme will end. Please see Section 11(e) below to know about the refund of the first month’s fee due to ineligibility.
6. Check-ins - you will be required to check-in with us to assess your progress on the weight management journey weekly. You can do this via a live check-in (our live check-ins are available on-demand 24/7 and can be accessed via the SheMed app) or by adding your own details to the app. If you have arranged a virtual check-in, make sure that you are in a suitable place with a good internet connection and are able to turn on your audio and video. If you are not in a suitable place, we may ask you to move, or end your check-in and ask you to start another check-in soon. You may be required to weigh yourself and record the weight during the check-in. We record your audio and video and audio of our team member during check-ins to make sure we're giving you the best service we can. To find out more about how we - use this information and how we protect your privacy, see our privacy policy.
7. Refill questionnaire - you will be asked to fill in a short questionnaire every 28 day cycle to track your weight management journey and to decide the next medical treatment. If you delay filling the questionnaire, it may impact your weight management journey and affect the efficacy of the programme.
8. Customer support - You have access to customer support services as detailed in our Help Centre. You may contact us if you have any questions. We record all conversations with you and the customer support services to make sure we are giving you the best service we can. To find out more about how we use this information and how we protect your privacy, see our privacy policy.
9. Clinical restrictions - in case you are unable to continue on the SheMed Insight Programme as advised by your GP or our medical practitioner, you must discuss this clinical restriction with our medical practitioner. They may need additional information to determine eligibility and remove you if you are no longer medically eligible to continue with it. No further payments will be taken from you. However you will not be refunded for any past payments.

b) Prices and how to pay

After creating your account and before the blood test kit is shipped to you, you must pay a fee of £99 towards your first month’s programme including any prescription. The cost of the blood test kit is included in the first month’s fee. If you cancel your participation in the programme after the blood test is shipped, you are not eligible for a refund unless you are deemed medically ineligible for the programme. You need to collect your blood and return a sample in accordance with the instructions provided before you can begin the programme. We will then check the results together with the health and verification information you provided (“health results”) to determine whether we consider you are eligible to join the SheMed Insight Programme.

If you are eligible, your health results will be passed to our clinical team and you will receive your prescription for the first month.

For the second cycle, a monthly fee of £159 will be deducted from your saved card details when our medical practitioner prescribes the medication for the second month after reviewing your responses to the refill questionnaire. This will continue every payment cycle (payment cycle is defined in Section 11.d.). You are responsible to ensure that sufficient funds are available. We may stop or pause our services to you if we do not receive the fee on time or at all.

Any other costs, including the cost of medications prescribed to treat any symptoms or side effects you are experiencing will be charged separately.

If you do not pay the monthly fee on time, you will be removed from the SheMed Insight Programme. We reserve the right to modify the monthly fee payable under this programme at any time. Any change in price will be notified in advance. We may offer the option to pay for several months upfront, possibly at a discounted rate. We reserve the right to revoke discounts at any time for any reason, provided that the discount has not already been applied and successfully paid for.

c) What happens if you are not deemed eligible?

We will not refund you for a blood test kit sent out as part of the onboarding unless your blood test results reveal that you are not eligible to enrol in our SheMed Insight Programme (detailed in Section 11(e)).

d) How many days are in each “payment cycle”?

Usually, we charge your saved card details every 28 days from your second payment on the Weight Loss Programme.

The 28 days’ payment cycle may change by the number of days if you delay filling the monthly questionnaire from the date on which it is due or by the number of days you delay taking any medications that may be prescribed to you from the date on which it is due by up to 7 days and will then proceed on a 28 day payment cycle based on the new date.

If you successfully complete the monthly questionnaire and obtain any medication earlier, you may be charged earlier than the 28 day cycle. However any future payments will revert to the original cycle.

e) Cancellations and refunds

You may cancel your participation in the SheMed Insight Programme any time before using our services, that means before the blood test kit is shipped to you or before you attend the onboarding and verification call, whichever is earlier. In such a case, we will refund the first month’s fee of £99. Please contact us if you need to cancel.

If you voluntarily join or attend the onboarding and verification call, you will be using our services. Therefore, we cannot refund your payment for the first month’s service, but you will then cancel your ongoing participation in the SheMed Insight Programme and no further charges will be applied.

After your first cycle, you are entitled to cancel your participation in the SheMed Insight Programme by giving at least 21 (twenty-one) full days’ or more notice to our support team contact details before the next payment is due. To know how many days are in each payment cycle, please see Section 11.d. If notice is not provided within 21 (twenty-one) days or more, you will be charged for that payment cycle and your participation and payment will be cancelled for the subsequent payment cycle. In the event those services have already been delivered or medication has been issued and or dispensed, you will be charged for that payment cycle.

Your purchase of a blood test kit cannot be cancelled and refunded after it is shipped to you for health and hygiene reasons unless your blood test results reveal that you are not eligible to purchase SheMed Insight Programme. If your blood test results reveal that you are not eligible, your journey on the SheMed Insight Programme will end and we will refund you £99 paid towards the first month’s programme including any prescription. Please note that to receive the refund the ineligibility must be due to a condition revealed after the blood test results and not due to an error in providing information by you in the questionnaires referred to in Section 11(a)(ii) and (iii). We will not refund in any other scenario.

f) Your prescriptions, medicines and other purchases

Our practitioners follow national evidence-based guidance, such as the Medicines & Healthcare products Regulatory Agency (MHRA). They meet Care Quality Commission (CQC) standards.

Read more on the Medicines & Healthcare products Regulatory Agency

And also on the Care Quality Commission website.

In the UK, we are able to prescribe medicines without face-to-face meetings. We may refuse to prescribe to you if we think it's not medically safe or legal to do so. We are not able to issue prescriptions to you if you are located outside England, Scotland, Northern Ireland or Wales. In the UK, we partner with pharmacies that provide your medicine. These aren't part of SheMed and we don’t take responsibility for their acts or mistakes.

i. Prescription charges

The monthly price includes the cost of any medicines that may be prescribed to you as a part of the Weight Loss Programmes. Our charges are taken prior to any medication being sent through our partner pharmacies. We may stop or pause our services if you do not pay on time. Please note that the monthly fee of the SheMed Insight Programme does not include the cost of medications prescribed to treat any symptoms or side effects you may experience.

ii. Delivery of medicines and other purchases

Any purchases made by you, including the blood test kits or any medicine prescribed to you, will be delivered to the address provided by you. It is your responsibility to be available on the date of delivery to accept the delivery or collect it. If you are not available, then, by accepting these terms and conditions, you authorise the delivery of your purchase to your neighbour’s place or a safe place as determined by the relevant delivery partner and you agree that this amounts to transfer of physical possession of the purchase to you. If the delivered item or medicine goes missing after it has been delivered, neither the delivery partner nor SheMed will be responsible. We can't accept returns or give refunds on medicines.

By choosing home delivery, you agree to the terms and conditions of our relevant partner pharmacy published here.

FAQs: prescription delivery services

12. SheMed Standard Weight Loss Programme

a) What we need from you

If you are participating in the SheMed Standard Programme or are moved to the SheMed Standard Programme from other SheMed Weight Loss Programmes, we need the following from you:

1. Initial Eligibility - You will initially be assessed to check if you are eligible to participate in the Weight Loss Programme. This is based on the information provided by you in the pre-onboarding questionnaire on our website. If you meet the initial eligibility requirements, you will need to complete the onboarding process and complete the detailed eligibility questionnaire as mentioned below. You must create an account and purchase a GLP-1 Screening (blood test) kit.
2. Onboarding and detailed eligibility - If you meet the initial eligibility requirements, you need to complete the onboarding process and complete the detailed eligibility questionnaire. You will be prompted to download our app and create an account (if you have not already) and complete your onboarding check-in. You will need to provide your bank details as part of this process in readiness to join the SheMed Standard Programme.
3. ID & verification - During your check-in through a live video call, you will be required to complete ID verification by producing a copy of an official government photo ID. If you do not verify your identification, we will end the call and ask you to check-in again when you have it. If you do not complete this process, you may not join a Weight Loss Programme.
   After completing identity verification, one of our team members will verify your height and weight. You must have access to a weighing scale and measuring tape to complete this process. You must also complete a detailed eligibility questionnaire on your medical history.
4. Complete Blood Test
1. The blood test kit will be dispatched Monday to Friday (excluding bank holidays). Kits will usually be dispatched the same day if ordered before 12pm. Kits ordered after 12pm will usually be dispatched the next working day.
2. You must follow the instructions contained in the kit to complete the testing process. If the blood sample you send is not sufficient or missing, then we will notify you and send another blood test kit at no additional cost to you. If the second test fails for any reason whatsoever, you must purchase another kit at your own cost.
3. You must complete the testing process in accordance with the instructions and post the sample by the next available collection time and do this within 14 days from the date on which you receive the blood test kit; and
4. You will be able to view a copy of your blood test results in the app within the activities log when it is returned from our third-party partner lab. If your blood test results reveal that you require treatment for a condition which means that GLP-1 medication would not be suitable for you at this time, we will let you know and your journey on the Weight Loss Programme will end. We will not refund the amount paid towards the blood test kit.
5. Check-ins - you will be required to check-in with us to assess your progress on the weight management journey weekly. You can do this via a live check-in (our live check-ins are available on-demand 24/7 and can be accessed via the SheMed app) or by adding your own details to the app. If you have arranged a virtual check-in, make sure that you are in a suitable place with a good internet connection and are able to turn on your audio and video. If you are not in a suitable place, we may ask you to move, or end your check-in and ask you to start another check-in soon. You may be required to weigh yourself and record the weight during the check-in. We record your audio and video and audio of our team member during check-ins to make sure we are giving you the best service we can. To find out more about how we - use this information and how we protect your privacy, see our privacy policy.
6. Refill questionnaire - you will be asked to fill in a short questionnaire every 28 day cycle to track your weight management journey and to decide the next medical treatment. If you delay filling the questionnaire, it may impact your weight management journey and affect the efficacy of the programme.
7. Customer support - You have access to customer support services as detailed in our Help Centre. You may contact us if you have any questions. We record all conversations with you and the customer support services to make sure we are giving you the best service we can. To find out more about how we use this information and how we protect your privacy, see our privacy policy.
8. Clinical restrictions - in case you are unable to continue on the SheMed Standard Programme as advised by your GP or our medical practitioner, you must discuss this clinical restriction with our medical practitioner. They may need additional information to determine eligibility and remove you if you are no longer medically eligible to continue with it. No further payments will be taken from you. However you will not be refunded for any past payments.

b) Prices and how to pay

You need to purchase a blood test kit priced at £49 and return a sample in accordance with the instructions provided before you can begin the programme. We will then check the results together with the health and verification information you provided (“health results”) to determine whether we consider you are eligible to join the SheMed Standard Programme.

If you are, your health results will be passed to our clinical team and you will be charged the monthly fee of £159 from your saved card details before your treatment is dispatched.

For the second cycle, the monthly fee of £159 will be deducted from your saved card details and this will continue every payment cycle (payment cycle is defined in Section 12.d.). You are responsible to ensure that sufficient funds are available. We may stop or pause our services to you if we do not receive the fee on time or at all.

Any other costs, including the cost of medications prescribed to treat any symptoms or side effects you are experiencing will be charged separately.

The monthly fee for the SheMed Standard Programme will not be modified, but you will be removed from it if you do not pay the monthly fee on time. We may offer the option to pay for several months upfront, possibly at a discounted rate. We reserve the right to revoke discounts at any time for any reason, provided that the discount has not already been applied and successfully paid for.

c) What happens if you are not deemed eligible

We collect payments only if you are deemed eligible and have completed the onboarding formalities as mentioned in Section 12 (a)(i) and (ii).

We will not refund you for a blood test kit sent out as part of the onboarding unless your blood test results reveal that you are not eligible to enrol in our SheMed Standard Programme (detailed in Section 12(e)).

d) How many days are in each “payment cycle”?

Usually, we charge your saved card details every 28 days from your second payment on the Weight Loss Programme.

The 28 days’ payment cycle may change by the number of days if you delay filling the monthly questionnaire from the date on which it is due or by the number of days you delay taking any medications that may be prescribed to you from the date on which it is due by up to 7 days and will then proceed on a 28 day payment cycle based on the new date.

If you successfully complete the monthly questionnaire and obtain any medication earlier, you may be charged earlier than the 28 day cycle. However any future payments will revert to the original cycle.

e) Cancellations and refunds

You may cancel your participation in the SheMed Standard Programme any time before using our services, that means before scheduling the first check-in call (ID & verification). In such a case, we will not deduct the first month’s fee. Please contact us if you need to cancel.

If you voluntarily join or attend the first check-in call (ID & verification), you will be using our services. Therefore, you cannot cancel your payment for the first month’s service (and will not get a full refund), but you will then cancel your ongoing participation in the SheMed Standard Programme and no further charges will be applied.

After your first cycle, you are entitled to cancel your participation by giving at least 21 (twenty-one) full days’ or more notice to our support team contact details before the next payment is due. To know how many days are in each payment cycle, please see Section 12(d). If notice is not provided within 21 (twenty-one) days or more, you will be charged for that payment cycle and your participation and payment will be cancelled for the subsequent payment cycle. In the event those services have already been delivered or medication has been issued and or dispensed, you will be charged for that payment cycle.

Your purchase of a blood test kit cannot be cancelled and refunded after it is shipped to you for health and hygiene reasons unless your blood test results reveal that you are not eligible to enrol in the SheMed Standard Programme. If your blood test results reveal that you are not eligible, your journey on the SheMed Standard Programme will end and we will refund you the amount paid towards the purchase of the blood test kit. Please note that to receive the refund the ineligibility must be due to a condition revealed after the blood test results and not due to an error in providing information by you in the questionnaires referred to in Section 12(a)(i) and (ii). We will not refund in any other scenario.

Purchase of a blood test kit is separate from the purchase of the SheMed Standard Programme. Cancellation and refund terms for purchase of the blood test kit and SheMed Standard Programme are different as outlined above.

f) Your prescriptions, medicines and other purchases

Our practitioners follow national evidence-based guidance, such as the Medicines & Healthcare products Regulatory Agency (MHRA). They meet Care Quality Commission (CQC) standards.

Read more on the Medicines & Healthcare products Regulatory Agency.

And also on the Care Quality Commission website.

In the UK, we are able to prescribe medicines without face-to-face meetings. We may refuse to prescribe to you if we think it is not medically safe or legal to do so. We are not able to issue prescriptions to you if you are located outside England, Scotland, Northern Ireland or Wales. In the UK, we partner with pharmacies that provide your medicine. These are not a part of our companies and we do not take responsibility for their acts or mistakes.

1. Prescription charges

The monthly price includes the cost of any medicines that may be prescribed to you as a part of the Weight Loss Programmes. Our charges are taken prior to any medication being sent through our partner pharmacies. We may stop or pause our services if you do not pay on time. Please note that the monthly fee of the SheMed Standard Programmes does not include the cost of medications prescribed to treat any symptoms or side effects you may experience.

2. Delivery of medicines and other purchases

Any purchases made by you, including the blood test kits or any medicine prescribed to you, will be delivered to the address provided by you. It is your responsibility to be available on the date of delivery to accept the delivery or collect it. If you are not available, then, by accepting these terms and conditions, you authorise the delivery of your purchase to your neighbour’s place or a safe place as determined by the relevant delivery partner and you agree that this amounts to transfer of physical possession of the purchase to you. If the delivered item or medicine goes missing after it has been delivered, neither the delivery partner nor we will be responsible. We cannot accept returns or give refunds on medicines.

By choosing home delivery, you agree to the terms and conditions of our relevant partner pharmacy published here.

FAQs: prescription delivery services

13. SheMed Adherence Weight Loss Programme

(Please note - this programme closed to new participants on 1 February 2025. In order to have participated in this programme, you must have enrolled in this Programme on or before 31 January 2025 and completed: a. the onboarding and detailed eligibility call, and; b. sent blood samples on or before 28th February 2025.)

a) What we need from you

If you opted to be enrolled in the SheMed Adherence Programme on or before 31 January 2025, we need you to meet all the requirements listed below. If you fail to meet any of the requirements during the 12 month period, your continuation on the SheMed Adherence Programme may be prevented - please see below:

1. Initial Eligibility - You will initially be assessed to check if you are eligible to participate in the Weight Loss Programme. This is based on the information provided by you in the eligibility questionnaire on our website. If you meet the initial eligibility requirements, you will need to complete the onboarding process and complete the detailed eligibility questionnaire as mentioned below. You must create an account and purchase a GLP-1 Screening (blood test) kit.
2. Onboarding and detailed Eligibility (this must have been completed on or before 28th February 2025) - You will be prompted to download our app and complete your onboarding check-in. Once you receive your GLP-1 screening Kit, you will need to scan the QR code to complete the final stages on your onboarding journey. You must complete a detailed eligibility questionnaire on your medical history.
   Then during your check-in through a live video call, you will be required to complete ID verification by producing a copy of an official government photo ID. If you do not verify your identification, we will end the call and ask you to check-in again when you have it. If you do not complete this process, you may not join a Weight Loss Programme.
   After completing identity verification, the SheMed team member will verify your height and weight. You must have access to a weighing scale and measuring tape to complete this process.
3. Complete Initial Blood test (this must have been completed on or before 28th February 2025) -
• The blood test kit will be dispatched Monday to Friday (excluding bank holidays). Kits will usually be dispatched the same day if ordered before 12pm. Kits ordered after 12pm will usually be dispatched the next working day.
• Follow the instructions contained in the kit to complete the testing process. If the blood sample you send is not sufficient or missing, then we will notify you and send another blood test kit at no additional cost to you. If the second test fails for any reason whatsoever, you must purchase another kit and complete the testing process to continue to be on the SheMed Adherence Programme. In exceptional circumstances, if we receive partial or inconclusive results from your blood tests, we may allow you to commence the SheMed Adherence Programme subject to you completing a second blood test within a deadline as will be notified to you.
• Send the blood samples within 14 days from the date on which you receive the blood test kit; and
• You will be able to view a copy of your blood test results in the app within the activities log.

If your blood test results reveal that you require treatment for a condition which means that GLP-1 medication would not be suitable for you at this time, we will let you know and your journey on the Weight Loss Programme will end.

4. Pay - The SheMed Adherence Programme is for 12 months after you are accepted onto it. A fixed price of £99 will be deducted every payment cycle (explained in Section 13(d)). If we do not receive a payment, we shall not provide any services to you.
5. Stay on the Programme - You must be enrolled on the Programme for 12 months from the date of your first payment of £99 (subject to any clinical restrictions mentioned below). Consequently, if you leave the SheMed Adherence Programme early, we may charge the remainder of the subscription fees or you may elect to pay the remaining cost of the 12 months in one payment.
6. Clinical restrictions - in case you are unable to continue on the SheMed Adherence Programme as advised by your GP or medical practitioner, you must discuss this clinical restriction with our medical practitioner. They may remove you from the SheMed Adherence Programme if you are no longer medically eligible to continue with it and no further payments will be taken from you.
7. Virtual check-ins - You may complete a live virtual check-in every seven days. However, you must complete 3 live virtual check-ins in any 28 day rolling period. If you miss one of these 3 live virtual check-ins in the 4 week rolling period, it will count as a “strike”. If you miss 2 of the compulsory 3 live check-ins in any 28 day rolling period, this will count as 2 “strikes”. If you have 3 strikes in the 12 month period, you will be moved from the SheMed Adherence Programme. We may, at our sole discretion, continue you in the SheMed Adherence Programme if the strikes were due to unforeseeable circumstances. We will notify you every time there is a strike so you can keep a track.
   The virtual check-ins are to assess your progress on the weight management journey. When you are due a live check-in, our live check-ins are available on-demand 24/7 and can be accessed via the SheMed app.
   Throughout your check-in, make sure that you are in a suitable place with a good internet connection and are able to turn on your audio and video. More guidance on this is available in our FAQs. If you are not in a suitable place, we may ask you to move, or end your check-in and ask you to start another check-in soon. You may be required to weigh yourself and record the weight during the check-in. We record your audio and video and audio of our team member during all check-ins to make sure we're giving you the best service we can. To find out more about how we use this information and how we protect your privacy, see our privacy policy.
8. Blood screening - You will be required to complete 2 further complimentary blood screening tests - at the end of 6th payment cycle and the end of the last payment cycle. You must collect blood samples and send them for screening (as per the kit instructions) within 14 days from receiving the test kit.
9. Refill questionnaire - you will be asked to fill in a short questionnaire every 28 day cycle to track your weight management journey. If you fail to fill out any questionnaire on time, you may be late with your medication and if you are late more than twice to take any medication then this may affect the efficacy of the programme and you may be moved off the SheMed Adherence Programme.
10. Customer support - you have access to customer support services as detailed in our Help Centre. You may contact us if you have any questions. We record all conversations with you and the customer support services to make sure we are giving you the best service we can. To find out more about how we use this information and how we protect your privacy, see our privacy policy.

In every case, except v) and vi), if you do not adhere to the requirements mentioned here, you may be moved to the SheMed Standard Programme to continue your weight loss journey with us.

b) Prices and how to pay

After paying for the initial £49 blood screening and you continue to adhere to all the requirements mentioned in Section 13(a), a subscription fee of £99 will be deducted from your saved card details every payment cycle. You are responsible to ensure that sufficient funds are available. We shall not provide any services to you via the SheMed Adherence Programme if we do not receive the subscription fee on time and instead you will be offered the SheMed Standard Programme.

The subscription fee of the SheMed Adherence Programme will not be modified during the 12 calendar month subscription, but you will be removed from it if you do not pay the subscription on time. We may offer the option to pay for several months upfront, possibly at a discounted rate. We reserve the right to revoke discounts at any time for any reason, provided that the discount has not already been applied and successfully paid for.

c) What happens if you are not deemed eligible?

We collect payments for the SheMed Adherence Programme only if you are deemed eligible and have completed the onboarding formalities as mentioned in Section 13(a)(i) and (ii).

We will not refund you for any blood test kits sent out on SheMed Adherence Programme as part of the onboarding unless your blood test results reveal that you are not eligible to participate in our SheMed Adherence Programme (detailed in Section 13(e)).

d) How many days are in each “payment cycle”?

Usually, we charge your saved card details every 28 days from your second payment on the Weight Loss Programme.

The 28 days’ payment cycle may change by the number of days if you delay filling the monthly questionnaire from the date on which it is due or by the number of days you delay taking any medications that may be prescribed to you from the date on which it is due by up to 7 days and will then proceed on a 28 day payment cycle based on the new date.

If you successfully complete the monthly questionnaire and obtain any medication earlier, you may be charged earlier than the 28 day cycle. However any future payments will revert to the original cycle.

e) Cancellations and refunds

You may cancel your participation in the SheMed Adherence Programme any time before using our services, that means before scheduling your first check-in call. In such a case we will not deduct the first month’s fee of £99. Please contact us if you need to cancel.

If you voluntarily join or attend the first check-in call after receiving blood test results, you will be using our services. Therefore, you cannot cancel your payment for the first month’s service (and will not get any refund), but you will then cancel your ongoing participation in the SheMed Adherence Programme and no further charges will be applied.

You can cancel your participation in the SheMed Adherence Programme in case of any clinical restrictions as mentioned in Section 13(a)(vi) and we will not deduct the subscription fee for future payments. However you will not be refunded for any past payments.

If you cancel your participation due to any other reason, we may charge the remainder of the subscription fees or you may elect to pay the remaining cost of the 12 months in one payment.

Your purchase of the screening blood test kit cannot be cancelled and refunded, once it is shipped to you for health and hygiene reasons unless your blood test results reveal that you are not eligible to participate in the SheMed Adherence Programme. If your blood test results reveal that you are not eligible, your journey on the SheMed Adherence Programme will end and we will refund you £49 paid towards the purchase of the blood test kit. Please note that to receive the refund the ineligibility must be due to a condition revealed after the blood test results and not due to an error in providing information by you in the eligibility questionnaire referred to in Section 13(a)(i) and (ii). We will not refund in any other scenario.

Purchase of the screening blood test kit is separate from the purchase of the SheMed Adherence Programme. Cancellation and refund terms for purchase of the screening blood test kit and SheMed Adherence Programme are different as outlined above.

f) Your prescriptions, medicines and other purchases

Our practitioners follow national evidence-based guidance, such as the Medicines & Healthcare products Regulatory Agency (MHRA). They meet Care Quality Commission (CQC) standards.

Read more on the Medicines & Healthcare products Regulatory Agency.

And also on the Care Quality Commission website.

In the UK, we are able to prescribe medicines without face-to-face meetings. We may refuse to prescribe to you if we think it is not medically safe or legal to do so. We are not able to issue prescriptions to you if you are located outside England, Scotland, Northern Ireland or Wales. In the UK, we partner with pharmacies that provide your medicine. These are not a part of our companies and we do not take responsibility for their acts or mistakes.

1. Prescription charges

The subscription fee includes the cost of any medicines that may be prescribed to you as a part of the Weight Loss Programmes. Our charges are taken prior to any medication being sent through our partner pharmacies. We may move you to the SheMed Standard Programme from the SheMed Adherence Programme if you do not pay on time.

2. Delivery of medicines and other purchases

Any purchases made by you, including the blood test kits or any medicine prescribed to you, will be delivered to the address provided by you. It is your responsibility to be available on the date of delivery to accept the delivery or collect it. If you are not available, then, by accepting these terms and conditions, you authorise the delivery of your purchase to your neighbour’s place or a safe place as determined by the relevant delivery partner and you agree that this amounts to transfer of physical possession of the purchase to you. If the delivered item or medicine goes missing after it has been delivered, neither the delivery partner nor we will be responsible. We can not accept returns or give refunds on medicines.

By choosing home delivery, you agree to the terms and conditions of our relevant partner pharmacy published here.

FAQs: prescription delivery services

14. HeMed Insight Weight Loss Programme

a) What we need from you

If you are participating in the HeMed Insight Programme, we need the following from you:

1. Initial Eligibility - You will initially be assessed to check if you are eligible to participate in the HeMed Insight Programme. This is based on the information provided by you in the pre-onboarding questionnaire on our website. If you meet the initial eligibility requirements, you will need to complete the onboarding process and complete the detailed eligibility questionnaire as mentioned below. You must create an account and pay the fee for the first month’s programme including any prescription. You will need to provide your bank details as part of this process.
2. Onboarding and detailed eligibility - If you meet the initial eligibility requirements, you need to complete the onboarding process and complete the detailed eligibility questionnaire. You will be prompted to download our app and create an account (if you haven’t already) and complete your onboarding check-in.
3. ID & verification - During your check-in through a live video call, you will be required to complete ID verification by producing a copy of an official government photo ID. If you do not verify your identification, we will end the call and ask you to check-in again when you have it. If you do not complete this process, you may not join a Weight Loss Programme.
   After completing identity verification, one of our team members will verify your height and weight. You must have access to a weighing scale and measuring tape to complete this process. You must also complete a detailed eligibility questionnaire on your medical history.
4. Complete Mandatory Blood Test
1. You must complete a blood test whose cost is included in the first month’s fee. The blood test kit will be dispatched Monday to Friday (excluding bank holidays). Kits will usually be dispatched the same day if ordered before 12pm. Kits ordered after 12pm will usually be dispatched the next working day.
2. You must follow the instructions contained in the kit (if you decide to complete the blood collection process unguided) or instructions provided by our Team member on the live-call during the first check-in call (ID & verification) to complete the testing process. If the blood sample you send is not sufficient or missing, then we will notify you and send another blood test kit at no additional cost to you. If the second test fails for any reason whatsoever, you must purchase another kit at your own cost.
3. You must complete the testing process in accordance with the instructions and post the sample by the next available collection time and do this within 28 days from the date on which you receive the blood test kit; and
4. You will be able to view a copy of your blood test results in the app within the activities log when it is returned from our third-party partner lab.
   If your blood test results reveal that you require treatment for a condition which means that GLP-1 medication would not be suitable for you at this time, we will let you know and your journey on the Weight Loss Programme will end. Please see Section 14(d) to know about the refund of the first month’s fee due to ineligibility.
5. Check-ins - you will be required to check-in with us to assess your progress on the weight management journey weekly. You can do this via a live check-in (our live check-ins are available on-demand 24/7 and can be accessed via the HeMed app) or by adding your own details to the app. If you have arranged a virtual check-in, make sure that you are in a suitable place with a good internet connection and are able to turn on your audio and video. If you are not in a suitable place, we may ask you to move, or end your check-in and ask you to start another check-in soon. You may be required to weigh yourself and record the weight during the check-in. We record your audio and video and audio of our team member during check-ins to make sure we're giving you the best service we can. To find out more about how we - use this information and how we protect your privacy, see our privacy policy.
6. Refill questionnaire - you will be asked to fill in a short questionnaire every 28 day cycle to track your weight management journey and to decide the next medical treatment. If you delay filling the questionnaire, it may impact your weight management journey and affect the efficacy of the programme.
7. Customer support - You have access to customer support services as detailed in our Help Centre. You may contact us if you have any questions. We record all conversations with you and the customer support services to make sure we are giving you the best service we can. To find out more about how we use this information and how we protect your privacy, see our privacy policy.
8. Clinical restrictions - in case you are unable to continue on the HeMed Standard Programme as advised by your GP or our practitioner, you must discuss this clinical restriction with our medical practitioner. They may need additional information to determine eligibility and remove you if you are no longer medically eligible to continue with it. No further payments will be taken from you. However you will not be refunded for any past payments.

b) Prices and how to pay

After creating your account and before the blood test kit is shipped to you, you must pay a fee of £99 towards your first month’s programme including any prescription. The cost of the blood test kit is included in the first month’s fee. If you cancel your participation in the programme after the blood test is shipped, you are not eligible for a refund unless you are deemed medically ineligible for the programme. You need to collect your blood and return a sample in accordance with the instructions provided before you can begin the programme. We will then check the results together with the health and verification information you provided (“health results”) to determine whether we consider you are eligible to join the HeMed Insight Programme.

If you are eligible, your health results will be passed to our clinical team and you will receive your prescription for the first month.

For the second cycle, a monthly fee of £159 will be deducted from your saved card details when our medical practitioner prescribes the medication for the second month after reviewing your responses to the refill questionnaire. This will continue every payment cycle (payment cycle is defined in Section 14.c.). You are responsible to ensure that sufficient funds are available. We may stop or pause our services to you if we do not receive the fee on time or at all.

Any other costs, including the cost of medications prescribed to treat any symptoms or side effects you are experiencing will be charged separately.

If you do not pay the monthly fee on time, you will be removed from the Programme. We reserve the right to modify the monthly fee payable under this programme at any time. Any change in price will be notified in advance. We may offer the option to pay for several months upfront, possibly at a discounted rate. We reserve the right to revoke discounts at any time for any reason, provided that the discount has not already been applied and successfully paid for.

c) How many days are in each “payment cycle”?

Usually, we charge your saved card details every 28 days from your second payment on the Weight Loss Programme.

The 28 days’ payment cycle may change by the number of days if you delay filling the monthly questionnaire from the date on which it is due or by the number of days you delay taking any medications that may be prescribed to you from the date on which it is due by up to 7 days and will then proceed on a 28 day payment cycle based on the new date.

If you successfully complete the monthly questionnaire and obtain any medication earlier, you may be charged earlier than the 28 day cycle. However any future payments will revert to the original cycle.

d) Cancellations and refunds

You may cancel your participation in the HeMed Insight Programme any time before using our services, that means before the blood test kit is shipped to you or before you attend the onboarding and verification call, whichever is earlier. In such a case, we will refund the first month’s fee of £99. Please contact us if you need to cancel.

If you voluntarily join or attend the onboarding and verification call, you will be using our services. Therefore, we cannot refund your payment for the first month’s service, but you will then cancel your ongoing participation in the HeMed Insight Programme and no further charges will be applied.

After your first cycle, you are entitled to cancel your participation in the HeMed Insight Programme by giving at least 21 (twenty-one) full days’ or more notice to our support team contact details before the next payment is due. To know how many days are in each payment cycle, please see Section 14(c). If notice is not provided within 21 (twenty-one) days or more, you will be charged for that payment cycle and your participation and payment will be cancelled for the subsequent payment cycle. In the event those services have already been delivered or medication has been issued and or dispensed, you will be charged for that payment cycle.

Your purchase of a blood test kit cannot be cancelled and refunded after it is shipped to you for health and hygiene reasons unless your blood test results reveal that you are not eligible to purchase HeMed Insight Programme. If your blood test results reveal that you are not eligible, your journey on the HeMed Insight Programme will end and we will refund you £99 paid towards the first month’s programme including any prescription. Please note that to receive the refund the ineligibility must be due to a condition revealed after the blood test results and not due to an error in providing information by you in the questionnaires referred to in Section 14(a)(i) and (ii). We will not refund in any other scenario.

f) Your prescriptions, medicines and other purchases

Our practitioners follow national evidence-based guidance, such as the Medicines & Healthcare products Regulatory Agency (MHRA). They meet Care Quality Commission (CQC) standards.

Read more on the Medicines & Healthcare products Regulatory Agency.

And also on the Care Quality Commission website.

In the UK, we are able to prescribe medicines without face-to-face meetings. We may refuse to prescribe to you if we think it is not medically safe or legal to do so. We are not able to issue prescriptions to you if you are located outside England, Scotland, Northern Ireland or Wales. In the UK, we partner with pharmacies that provide your medicine. These are not a part of our companies and we do not take responsibility for their acts or mistakes.

1. Prescription charges

The monthly price includes the cost of any medicines that may be prescribed to you as a part of the Weight Loss Programme. Our charges are taken prior to any medication being sent through our partner pharmacies. We may stop or pause our services if you do not pay on time. Please note that the monthly fee does not include the cost of medications prescribed to treat any symptoms or side effects you may experience.

2. Delivery of medicines and other purchases

Any purchases made by you, including the blood test kits or any medicine prescribed to you, will be delivered to the address provided by you. It is your responsibility to be available on the date of delivery to accept the delivery or collect it. If you are not available, then, by accepting these terms and conditions, you authorise the delivery of your purchase to your neighbour’s place or a safe place as determined by the relevant delivery partner and you agree that this amounts to transfer of physical possession of the purchase to you. If the delivered item or medicine goes missing after it has been delivered, neither the delivery partner nor we will be responsible. We can not accept returns or give refunds on medicines.

By choosing home delivery, you confirm that you agree to the terms and conditions of our relevant partner pharmacy published here.

FAQs: prescription delivery services

Part 3 - Special Terms

This part contains terms applicable to special rewards programmes offered by us from time to time. If you are participating in a special rewards programme, the terms listed under that special rewards programme are applicable to you and form a part of the agreement between you and us (and terms listed under other special rewards programmes in which you are not purchasing do not form a part of the agreement between you and us).

15. Refer-a-friend programme

If you have purchased our Weight Loss Programmes and you are participating in the refer-a-friend programme, the following terms are applicable.

1. As a customer who has purchased one of our Weight Loss Programmes, you are eligible to refer your friends or family to our Weight Loss Programmes offered by us and receive referral credit per each successful referral starting from 30/07/2025.
2. Earning referral credits -
1. You get referral credit of £20 per successful referral. A successful referral is when the referred user enters the second month of the Weight Loss Programme and pays the second month’s fee.
2. The referral credit earned per successful referral is credited to your account within a period of one business day from the date of payment of the second month’s fee by the referred user.
3. If you discontinue your purchase of the Weight Loss Programmes, any remaining referral credits will continue to remain in your account until expiry (see below): they will not be paid to you as cash.
4. The user referred by you gets a referral credit of £20 when they pay the second month’s fee and the referral credit will automatically be applied against the user’s second month’s fee.
5. At any point, you cannot have more than £1440 as unused referral credits in your account.
6. Referral credits are non-transferable, non-exchangeable and may not be substituted for any other benefit.
3. Expiry of referral credits - referral credits expire after completion of 12 months from the date of credit to your account unless you are on SheMed Adherence Programme. If you are on SheMed Adherence Programme, referral credits expire after completion of 12 months from the date you are transferred to the SheMed Standard Programme.
4. Redeeming referral credits -
1. If you are on SheMed Standard Programme or SheMed Insight Programme or HeMed Insight Programme, we will automatically apply up to £60 or available lower credit in your account towards payment of your monthly fee on the Weight Loss Programmes. Any remaining referral credits will carry over and be applied to future payments in the similar manner as described here.
2. If you are on SheMed Adherence Programme, you are eligible to use the referral credits after completing 12 months on the SheMed Adherence Programme. We will continue to accumulate the referral credits earned from successful referrals in your account. After completing 12 months on the SheMed Adherence Programme, you will be transferred to one of our other Weight Loss Programmes and we will automatically apply up to £60 or available lower credit in your account towards payment of your monthly fee on the other Weight Loss Programme. Any remaining referral credits will carry over and be applied to future payments in the similar manner as described here.
5. You must keep your referral codes private and share it with your friends and family with their permission. You must not share your referral codes publicly on social media or any other public platforms. Any posts or comments on social media disclosing your referral code publicly will be seen as marketing the Weight Loss Programmes by the regulator and you will be responsible for complying with applicable laws, rules, regulations and other guidelines.
6. We reserve the right to change the amount of referral credit earned per successful referral. The changed amount will apply to any successful referrals made after the date on which we notify you of the change. We reserve the right to modify or discontinue the refer-a-friend programme at any time at our sole discretion.
7. We reserve the right to cancel any referral rewards earned by you, if you, in our opinion, violate our terms and conditions or if we suspect any fraud.