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Terms & Conditions
MSH Weight Loss
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Key Points (Summary of Terms & Conditions)
This summary highlights the main things you need to know when using our services. Please read it carefully before placing an order. The full Terms & Conditions apply in all cases.
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1. Eligibility
• You must be 18 years or older to use our services.
• Weight loss medication will only be prescribed if you meet medical criteria (usually BMI ≥30, or ≥27 with health conditions).
• Prescriptions are at the discretion of the prescriber and may be declined for safety reasons.
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2. Prescriptions
• We cannot prescribe more than 3 months’ supply at a time.
• All prescriptions require a clinical consultation and may require supporting health information.
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3. Orders & Payment
• Orders are only accepted once you receive an email confirming your prescription has been approved.
• Payment must be made in full before dispatch.
• Saving your card details allows us to process repeat prescriptions or dose changes automatically.
• Subscriptions renew automatically every 28 days unless cancelled (see Section 5).
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4. Delivery
• Medicines are only dispatched once approved by a prescriber.
• Delivery is normally next-day signed-for (DPD); some regions use Royal Mail.
• Once dispatched, responsibility passes to you.
• Addresses cannot be changed after your order is processed due to prescription rules.
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5. Membership & Subscriptions
• Subscriptions renew automatically every 28 days.
• To cancel, you must notify us at least 2 days before your next billing date.
• Refunds are not available once a payment has been taken and a prescription has been issued.
• Access to medication and support depends on an active membership and completing your wellbeing surveys.
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6. Wellbeing Surveys
• You must complete monthly wellbeing surveys to continue treatment.
• Dosage increases will not be approved without a survey or consultation.
• If you fail to return a wellbeing survey for 3 months, no further prescriptions will be issued and your membership will be cancelled (refund minus £15 admin fee).
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7. Cancellations, Refunds & Returns
• You can cancel an order before dispatch, but a £15 admin fee applies.
• Once dispatched, prescription medicines cannot be cancelled or returned (UK law).
• Non-medicinal items may be returned within 14 days if authorised (return postage at your cost).
• If an item is damaged or incorrect, you must notify us immediately and keep the item until verified by us (usually via video call).
• Refunds (after any fees) are processed back to your original payment method within 5–10 working days.
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8. Communication
• By using our service, you agree to receive updates by SMS, email or telephone notification.
• We will only use your information for safe service delivery and will not share it without good reason (e.g., legal requirement).
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9. Important Notes
• Our services do not replace your GP. We recommend informing your GP about your treatment.
• All consultations and advice are given in English.
• In an emergency, always contact your GP, local pharmacy, or attend A&E.
• We make no guarantee of specific weight loss results — treatment outcomes vary.
10. Fees
• £15 admin fee applies for cancellations before dispatch, missing information, or subscription cancellation after failed survey returns.
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11. Legal
• We are regulated by the NMC, GPhC, CQC, MHRA, and ASA.
• All services follow UK law.
• Full Terms & Conditions are available on our website and form the binding
agreement.
âš This is a simplified guide. For full details, please refer to the complete Terms & Conditions below.
MSH Weight Loss - Full Terms & Conditions
These Terms and Conditions (“Terms”) govern the use of MSH Weight Loss services, website, and purchase of products and/or services. By using our website, signing up for our programs, or placing an order, you agree to be bound by these Terms.
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1. Introduction
1.1 These Terms (together with any documents referred to within them) set out the basis on which you may use our website and services, whether as a guest or registered user.
1.2 By accessing or using our website, you confirm that you accept these Terms and agree to comply with them. If you do not agree, you must not use our website, as all consultations and treatments are subject to these Terms.
1.3 We recommend you print or save a copy of these Terms for future reference.
1.4 Our website provides access to online and remote clinical assessment services, enabling the issuing of private prescriptions and supply of weight loss medications.
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2. Eligibility and Prescription Requirements
2.1 You must be at least 18 years old to use our services.
2.2 Prescription medications will only be issued and dispensed if all of the following conditions are met:
• You meet the clinical eligibility criteria, typically a BMI of 30 or above, or 27 and above with qualifying health conditions;
• You have completed a clinical consultation (online, video, or in-person) with a qualified healthcare professional, where required;
• Your height, weight, medical history, and other required information are verified, either through self-reporting or by providing appropriate supporting records.
2.3 We provide medical consultations based on online questionnaires, telephone conversations and in-person clinic appointments. All medical questions are carefully prepared and follow best practice.
2.4 MSH Weight Loss reserves the right to decline service if you do not meet eligibility criteria or if, in the opinion of the prescriber, the treatment is not clinically appropriate or safe.2.5 Prescription limits: we are unable to prescribe more than 3 months of weight loss medication at any one time. This may be a combination of doses or repeat quantities. Orders that exceed this limit will be automatically refunded.
2.6 All prescriptions are at the discretion of the prescriber, who must be satisfied that the requirements are met prior to issue.
2.7 Information is regularly reviewed by our clinical team and pharmacy. Always read patient information leaflets provided with your medication.
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3. Products and Services
3.1 Images of products on our website are for illustrative purposes only. Actual packaging may vary.
3.2 All products and services are subject to availability. If a product is unavailable, we will notify you and you will not be charged.
3.3 Prices may change at any time, but changes will not affect confirmed orders. Your order is considered ‘confirmed’ once it has been accepted and issued by the pharmacy.
3.4 If a pricing error is identified during our verification process, we are under no obligation to supply products at the incorrect price.
3.5 Our website, products, and services are intended for residents of the UK and Northern Ireland only. If you access our services from outside this area, you are responsible for complying with local laws.
4. Orders, Payment & Delivery
4.1 Prices for our services and medications are displayed on our website and may change without prior notice. No hidden fees apply.
4.2 Placing an order does not create a legally binding contract until the goods have been dispatched. Your order is only accepted one all verification information has been received and reviewed by the prescriber who will then issue a prescription to the pharmacy.
4.3 If we are unable to accept your order, we will inform you, and no payment will be taken, or a full refund will be issued where appropriate. In the instance of orders being placed but no assessment or verification documents provided then an automatic refund will be issued after 7days minus £15 administration fee.
4.4 You will be provided with an order number for reference when contacting us.
4.5 We supply products only within the UK and Northern Ireland.
4.6 Payments must be made in full prior to dispatch of products or commencement of services, unless otherwise agreed. By saving your paymentdetails, you authorise us to charge future prescription renewals, dosage adjustments, or subscription renewals.
4.7 Any recurring membership or subscription will be billed automatically unless cancelled in accordance with Section 5.
4.8 Recurring subscriptions will be billed 28days after prescription issue.
4.9 Orders can be cancelled before dispatch, subject to a £15 administrative fee. Once an order has been dispatched, it cannot be cancelled or returned under UK law (for prescription medications).
4.10 Order changes (including change of dose, delivery address or delivery date) must be requested prior to the prescription being issued by contacting us directly.
4.11 Delivery:
• Medication is dispatched only following clinical approval;
• Delivery times commence from prescription authorisation and pharmacy issue;
• All deliveries are made via next-day signed-for DPD service (or Royal Mail for certain regions);
• Delivery responsibility passes to you once the order is dispatched;
• Due to prescription regulations, address changes cannot be made once an order is processed.
4.12 Refused deliveries: you may only refuse delivery if the parcel is visibly damaged. In such cases, you must notify customer service within 7 days. Refusing delivery for other reasons is not a valid method of return.
4.13 Returned parcels: if a parcel is returned to us by the courier without prior arrangement, you must contact our customer service team to resolve the issue.
4.14 For medication items requiring cold-chain delivery, we dispatch Monday- Friday. Weekend delivery can be organised with an additional fee.
4.15 Discount codes are limited to one per order and cannot be combined. Once an order has been placed it cannot be cancelled to apply a discount code. MSH Weight Loss reserves the right to cancel or void any discount codes.
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5. Membership & Subscription Services
5.1 Purchasing a 28-day subscription plan automatically enrols you into membership.5.2 Membership or subscription services renew automatically on a rolling 28-day basis from prescription issue unless cancelled.
5.3 To cancel, you must notify us in writing at least 2 days before your next billing date.
5.4 Once payment has been taken and a prescription has been issued, no refunds are available.
5.5 Access to consultations, medications, and support services requires an active membership and adherence to your care plan.
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6. Clinical Care & Wellbeing Surveys
6.1 MSH Weight Loss facilitates consultations with licensed healthcare providers but does not replace the role of your GP or primary healthcare provider.
6.2 We are not responsible for clinical decisions made by independent prescribers or third-party pharmacies.
6.3 While we aim to provide safe and accurate advice, we make no guarantees regarding weight loss outcomes or treatment timelines.
6.4 You are responsible for ensuring that all medical information you provide is accurate and up to date. You must inform us of any changes to your health or medication via monthly wellbeing surveys or by arranging consultations with the clinical team.
6.5 A wellbeing survey (or a follow-up consultation) must be completed before any dosage increase is approved.
6.6 Failure to return a wellbeing survey after 3 months will result in no further prescriptions being issued. Any payments made after this point will be refunded minus a £15 administration fee, and your subscription will be cancelled.
6.7 All consultations and treatment are conducted in English. It is your responsibility to ensure you fully understand the information provided.
6.8 In emergencies, you must contact your GP, local pharmacy, or attend a hospital emergency department.
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7. Returns and Refunds
7.1 Orders may be cancelled before dispatch confirmation, subject to a £15 administrative fee. Refunds will be confirmed by email.
7.2 Once an order has been dispatched, prescription medicines cannot be cancelled or returned under UK law. This applies to all prescription-only medicines (POM), including but not limited to Saxenda®, Wegovy®, and Mounjaro®. The statutory ‘cooling off’ period does not apply to prescription medicines.7.3 Medicines (including prescription, over-the-counter, creams, liquids, and weight-loss treatments) cannot be returned for refund due to safety regulations. Unwanted medicines should be taken to a local pharmacy for safe disposal.
7.4 Non-medicinal items may be returned if requested via email within 14 days of receipt. Once authorised, the item must be returned within a further 14 days at your own cost, even if your original order qualified for free delivery.
7.5 Errors or damaged items: if you receive an incorrect or damaged item, you must notify us immediately. A video call may be required to verify the issue. Items must not be disposed of before verification. If approved, you may be asked to return the item using a provided returns label. Failure to provide sufficient evidence will mean we cannot issue a replacement or refund.
7.6 Refunds will be issued to your original payment method within 5–10 business days following email confirmation.
7.7 A £15 administration fee will apply to cancellations before dispatch or if your order is cancelled due to missing or incomplete information provided by you.
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8. Communications & Consent
8.1 By engaging with our services, you consent to receive communications from us via SMS, email or telephone notifications. These communications may include clinical reminders, updates, and service information.
8.2 You acknowledge that electronic communications cannot be guaranteed as fully secure. MSH Weight Loss accepts no responsibility for data breaches outside our reasonable control.
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9. Use of Website & Services
9.1 You are granted a limited, non-exclusive, non-transferable, revocable licence to use our website and services for your personal, non-commercial use.
9.2 You agree not to:
• Attempt unauthorised access to the website or misuse our services;
• Copy, distribute, or modify website content without prior permission;
• Use our services for fraudulent, unlawful, or inappropriate purposes.
9.3 Access to our website is provided on a temporary basis. We reserve the right to withdraw, suspend, or update our website and services without notice.
9.4 You must ensure that anyone accessing our services through your internet connection is aware of and complies with these Terms.
9.5 We may update or suspect the website at any time.9.6 We own all website content and intellectual property rights.
9.7 You must not reuse or modify content without permission.
9.8 Links to third-party sites are for information only, we are not responsible for their content.
9.9 By using our website you agree to our privacy and cookie policy.
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10. Verification & Compliance
10.1 We are regulated by UK authorities including the Nursing & Midwifery Council (NMC), General Pharmaceutical Council (GPhC), Care Quality Commission (CQC), Medicines and Healthcare products Regulatory Agency (MHRA), and Advertising Standards Authority (ASA).
10.2 We may request additional identity documents, medical records, or confirmation from your GP before issuing or dispatching medication.
10.3 Orders may be delayed, suspended, or cancelled if verification requirements are not met.
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11. Data Protection & Privacy
11.1 All personal data is processed in accordance with UK General Data Protection Regulation (UK GDPR) and our Privacy Policy.
11.2 By using our services, you consent to the collection, use, and storage of your personal data for the purpose of providing safe and effective services.
11.3 We may use third-party providers (e.g., Experian) to conduct identity checks. Failure to pass verification will prevent us from issuing prescriptions.
11.4 We will not contact your GP without your consent, but we recommend that you inform your GP of any treatments you receive through us.
11.5 We will not share your information except to prevent crime, comply with the law or to prevent. We are directed by regulators.
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12. Limitation of Liability
12.1 To the fullest extent permitted by law, MSH Weight Loss shall not be liable for:
• Indirect, incidental, or consequential losses;
• Losses arising from reliance on information provided by external prescribers or pharmacies;
• Delays, interruptions, or inability to access services caused by factors beyond our control (including courier delays or damages).12.2 Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under
law.
12.3 All products and services are provided for personal use only and are not intended for resale.
12.4 We are not liable if you fail to consult a healthcare professional or follow guidance.
12.5 We are not responsible for inaccuracies in your information or failure to follow advice.
12.6 We do not guarantee website accuracy and exclude liability as legally permitted.
12.7 We do not accept liability for business losses.
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13. Indemnification
You agree to indemnify and hold harmless MSH Weight Loss, its employees, contractors, and affiliates from any claims, damages, liabilities, or expenses(including legal costs) arising from your breach of these Terms or misuse of our services.
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14. Amendments to Terms
14.1 We may revise or update these Terms at any time to reflect changes in law, regulation, or business practices.
14.2 Updates will be published on our website. Continued use of our services will constitute acceptance of any revised Terms.
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15. Governing Law & Jurisdiction
These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
These terms with referenced documents form the entire agreement between yourself and MSH Weight Loss
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16. Contact Information
For queries or concerns about these Terms, please contact:
MSH Weight Loss Furness Gate, Peter Green Way, Barrow-in-Furness, Cumbria, LA14 2PE
Email: Info@MSHWeightloss.co.uk
Phone: 01229 486700
The Website is operated by MSH Weight Loss, a company registered under the trading name of MSH Medicare Ltd.
We are regulated by the Care Quality
Commission