SheMed Terms and Conditions

Table of contents

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

By using our services you agree to these terms and conditions. If you don't 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
• Our cookie policy

You might also be able to find a quick answer to your question in our FAQs.

2. Contacts

a. How to contact us

You can contact us using the details on our Contact Us page.

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. The Standard Weight Loss Programme whose fee is payable every cycle (usually 28 days) (hereinafter the Standard Programme).
2. The Insight Weight Loss Programme whose fee is payable every cycle (usually 28 days) (hereinafter the Insight Programme).
3. The 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 Adherence Programme) which was available to join until 31 January 2025.

Standard Programme, Insight Programme and 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 Adherence Programme, Insight Programme and 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 SheMed reserves 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 SheMed will not be responsible for any processing of Facebook Data by Meta.

Features of the 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 Insight Programme

The Insight Programme is open for participation to new customers who are not already on the Standard Programme or 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 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 5(d). 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.

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 SheMed's 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're not able to manage the symptoms you're experiencing, please report them to us within the symptom reporting function in the app or call 999 or the emergency services immediately. If you're 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 a SheMed Medical representative to contact you.

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're not designed to be used instead of a healthcare professional. Don't use any of these digital services in an emergency. Instead, call 999 or access emergency services immediately.

5. Our services and what we need from you

Weight Loss Programmes

a. 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.

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 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.

You must:

1. follow any instructions our SheMed 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 don't 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 SheMed app if you have any bad or unexpected effects from anything we've recommended to you; and
7. contact emergency services if you think it's necessary.

Our medical practitioners are based in England and Wales. They're members of the appropriate regulatory body (for example, our doctors are members of the General Medical Council). They're committed to clinical best practice and any related standards. Our medical practitioners might have different opinions on some medical conditions or symptoms. This doesn't mean that our services are at fault; it's 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 SheMed 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 SheMed 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 SheMed.

b. If you are participating in the Standard Programme

We need the following from you, in addition to the the information in Section 5(a), for you to participate in the Standard Programme:

i) 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

ii) 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. You will need to provide your bank details as part of this process in readiness to join the Standard Programme.

iii) ID & verification - During your check-in, 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. You must also complete a detailed eligibility questionnaire on your medical history.

iv) Complete Blood Test

• a) 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.
• b) 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.
• c) 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
• d) 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.

v) 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 the SheMed 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.

vi) 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.

vii) 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.

viii) Clinical restrictions - in case you are unable to continue on the Standard Programme as advised by your GP or SheMed medical practitioner, you must discuss this clinical restriction with a SheMed 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.

c. If you are enrolled in the Insight Programme

We need the following from you, in addition to the the information in Section 5(a), for you to participate in the Insight Programme:

i) 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.

ii) 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.

iii) ID & verification - During your check-in, 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. You must also complete a detailed eligibility questionnaire on your medical history.

iv) Complete Mandatory Blood Test

• a. 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.
• b. You must follow the instructions contained in the kit (if you decide to complete the blood collection process unguided) or instructions provided by the SheMed 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.
• c. 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
• d. 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 7(a)(iv) to know about the refund of the first month’s fee due to ineligibility.

v) 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 the SheMed 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.

vi) 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.

vii) 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.

• e. Clinical restrictions - in case you are unable to continue on the Insight Programme as advised by your GP or SheMed medical practitioner, you must discuss this clinical restriction with a SheMed 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.

d. If you are enrolled in the Adherence Programme

If you have opted to be enrolled in the Adherence Programme, we need you to meet all the requirements listed below in addition to the information in Section 5(a). If you fail to meet any of the requirements during the 12 month period, your continuation on the Adherence Programme may be prevented - please see below:

i) 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.

ii) Onboarding and detailed Eligibility - 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, 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.

iii) Complete Initial Blood test -

• a) 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.
• b) 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 Adherence Programme. In exceptional circumstances, if we receive partial or inconclusive results from your blood tests, we may allow you to commence the Adherence Programme subject to you completing a second blood test within a deadline as will be notified to you.
• c) Send the blood samples within 14 days from the date on which you receive the blood test kit; and
• d) 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.

iv) Pay - The 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 7(a)(v)). If we do not receive a payment, we shall not provide any services to you.

v) 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 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.

vi) Clinical restrictions - in case you are unable to continue on the Adherence Programme as advised by your GP or SheMed medical practitioner, you must discuss this clinical restriction with a SheMed medical practitioner. They may remove you from the Adherence Programme if you are no longer medically eligible to continue with it and no further payments will be taken from you.

vii) Virtual check-ins - You must complete 3 live virtual check-ins in any 28 day rolling period. If you miss a live virtual check-in in the 4 week rolling period, it will count as a “strike”. If you have 3 strikes in the 12 month period, you will be moved from the Adherence Programme. We may, at our sole discretion, continue you in the 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 the SheMed 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.

viii) 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.

ix) 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 Adherence Programme.

x) 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), you may be moved to the Standard Programme to continue your weight loss journey with SheMed.

Digital Services

Our digital services are available to you through our UK website or SheMed app. You can access them through your account on the SheMed app or directly on our website.

6. Your prescriptions, medicines and other purchases

Our practitioners follow national evidence-based guidance, such as the National Institute of Clinical Excellence (NICE). They meet Care Quality Commission (CQC) standards.

Read more on the National Institute of Clinical Excellence website.

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.

a. Prescription charges

The subscription fee or 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 are on the Standard Programme or move you to the Standard Programme from the Adherence Programme, if you do not pay on time. Please note that the monthly fee of the Insight and Standard Programmes do not include the cost of medications prescribed to treat any symptoms or side effects you may experience.

b. 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 or the safe place provided by you to the relevant delivery partner. It is your responsibility to accept delivery or collect it. 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 - here.

FAQs: prescription delivery services

7. Prices and how to pay

Some of our services are free and available to all users. To access Weight Loss Programmes, we will charge a subscription or fee, depending on the programme as detailed below.

Please be aware that SheMed retains the right to modify the price of any monthly fees under any programmes unless stated otherwise in these terms. Any change in price will be notified in advance.

a. Paying for your participation in Weight Loss Programmes

i. Standard Programme

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 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 of £159 will be deducted from your saved card details and this will continue every payment cycle (payment cycle is defined in Section 7.a.v). 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 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. SheMed reserves the right to revoke discounts at any time for any reason, provided that the discount has not already been applied and successfully paid for.

ii. Insight Programme

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 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 the SheMed 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 7.a.v). 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 may offer the option to pay for several months upfront, possibly at a discounted rate. SheMed reserves the right to revoke discounts at any time for any reason, provided that the discount has not already been applied and successfully paid for.

iii. Adherence Programme

After paying for the initial £49 blood screening, if you have opted to be enrolled on the Adherence Programme and you continue to adhere to all the requirements mentioned in Section 5(d), 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 Adherence Programme if we do not receive the subscription fee on time and instead you will be offered the Standard Programme.

The subscription fee of the 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. SheMed reserves the right to revoke discounts at any time for any reason, provided that the discount has not already been applied and successfully paid for.

iv. What happens if you are not deemed eligible?

Insight Programme - If you are participating in our Insight Programme and you are deemed not eligible due to the blood test results, your journey on the Insight Programme will end and we will refund you the amount paid towards the first month’s programme. 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 5(c)(i) and (ii). We will not refund in any other scenario.

Adherence and Standard Programmes - We collect payments for the Adherence and Standard Programmes only if you are deemed eligible and have completed the onboarding formalities as mentioned in Section 5 (b)(i) and (ii) if you are on the Standard Programme and Section 5(d)(i) and (ii) if you are on the Adherence Programme.

We will not refund you for a blood test kit sent out on our Standard Programme as part of the onboarding unless your blood test results reveal that you are not eligible to enrol in our Standard Programme (detailed in Section 8(a)(i)).

We will not refund you for any blood test kits sent out on our Adherence Programme as part of the onboarding unless your blood test results reveal that you are not eligible to participate in our Adherence Programme (detailed in Section 8(a)(ii)).

v. 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.

8. Cancelling your purchase

We work hard to give you the best standard of services. But if there's something you're not happy with, you can contact us.

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

• we're unable to provide our services for reasons outside our control;
• you break these terms or the law relating to our services;
• you've put us in a position where we might break the law; and
• you've been abusive, aggressive or offensive to anyone at SheMed.

a. Cancelling your participation on our Weight Loss Programmes

i. Standard Programme

You may cancel your participation in the 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 Standard Programme and no further charges will be applied.

After your first cycle, you are entitled to cancel your participation in the Standard 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 7(a)(v). 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 Standard Programme. If your blood test results reveal that you are not eligible, your journey on the 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 5(b)(i) and (ii). We will not refund in any other scenario.

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

ii. Insight Programme

You may cancel your participation in the 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 Insight Programme and no further charges will be applied.

After your first cycle, you are entitled to cancel your participation in the 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 7(a)(v). 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.

If your blood test results reveal that you are not eligible, your journey on the 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 5(c)(i) and (ii). We will not refund in any other scenario.

iii. Adherence Programme

You may cancel your participation in the 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 Adherence Programme and no further charges will be applied.

You can cancel your participation in the Adherence Programme in case of any clinical restrictions as mentioned in Section 5(c)(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 Adherence Programme. If your blood test results reveal that you are not eligible, your journey on the 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 5(d)(i). We will not refund in any other scenario.

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

9. What you can not do with our services

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 the SheMed account. If the blood test kit is given to another person, you will be responsible for any personal data breach that may occur;
• 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 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 app. But we can't promise that our services will always be virus-free.

10. Children and young people

Please note, our Insight and Standard Programmes are not available for anyone under the age of 18 and above the age of 85. Our 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

11. If something goes wrong

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

We provide our services as they're described and we don't make any other guarantees.

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

Some of the things we can't 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 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. SheMed doesn't 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, SheMed doesn't accept any other terms or rules (direct or indirect) that are outside of these terms.

If you cannot access our services

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

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

12. How to make a complaint

If you have a complaint, please contact us as mentioned below and we'll 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're unhappy with our service. It's 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 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 12(e) for further information.

b. Investigating complaints

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

i. Your full name and your email or home address, including your postcode

ii. Your date of birth

iii. A contact phone number in case we need to contact you for more information

iv. A clear description of what you want to complain about and when it happened

v. Any relevant correspondence

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

If for any reason we cannot reply to you within 30 working days, we'll 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're 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're 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'll need a note in writing from them unless they're unable to provide one due to illness or disability. We'll 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.

13. Changes to these terms

These terms are always available in our app and on our website. We change these terms 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'll let you know.

If you don't 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're happy with any new terms.

14. 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're outside the UK, you are responsible for checking if it's legal to use our services in your location. We can't 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 don't 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.

Our clinical services and advice are provided by:

Babylon Healthcare Services Limited
184 - 192 Drummond Street
London
NW1 3HP
Company number: 09229684

All other services are provided by:
eMed Healthcare UK, Limited
184 - 192 Drummond Street
London
NW1 3HP
Company number: 15086104