Terms and Conditions Weight Loss Injections

This is not an emergency service and is not to be used if you are having a medical emergency.

You should call 999 IMMEDIATELY in a critical or life-threatening situation, such as if you or someone has:

  • difficulty breathing;
  • severe bleeding and it can't be stopped;
  • severe chest pain;
  • a severe allergic reaction;
  • severe burns or scalds;
  • loss of consciousness;
  • major trauma such as the result of a serious road traffic accident, a stabbing, a shooting, a fall from height or a serious head injury; or
  • acute confused states and fits which aren't stopping,
  • or if you believe someone is having a heart attack or stroke;
  • suicide attempt by taking something or self-harming 

These terms and conditions may be amended at any time, and the terms and conditions that apply for whenever you use our services will be those on the website at the time you used our services.

These terms and conditions are legally binding and contain important information about your rights. You should print and keep a copy of them for your records.

Introduction and responsibilities

  1. How to contact us

We can be contacted as follows:

You will be registered with a private hospital in London, Essex or Hertfordshire.

  1. Professional standards and qualifications

Harley Street Obesity Clinic involve the provision of information, advice and treatment for obesity. To ensure quality care, our clinicians will also follow up with some patients. Services are provided by qualified doctors, registered nurses and registered dietitians, who are registered with the General Medical Council, Nursing & Midwifery Council or the Health & Care Professions Council in the UK. This registration permits us to prescribe medicines without meeting patients face to face. All of our clinicians comply with the requirements of their professional bodies, the standards set by the healthcare regulators we are registered with and, importantly, the General Medical Council guidelines on remote prescribing.

  1. Privacy

How we use any personal data that you give to us is set out in our ‘Privacy Notice’ webpage.

  1. Use of the Online Questionnaire Form outside of the United Kingdom (UK)

We provide our services in accordance with UK laws and regulations and as such will only prescribe to UK residents who are registered with a UK based GP. Unless otherwise expressly stated, the content, this website and the Online Service are directed solely at users who access the Service from within the United Kingdom.

  1. Our commitment to you

Each of our clinicians commits to:

5a. Professional responsibility
Take professional responsibility for each patient who uses the Online Questionnaire Form to the same extent as a doctor would have responsibility when meeting a patient face to face.

5b. Prescribe in the best interest of the patient
Prescribe medicines only when, in their professional judgement, it is in the patient's best interests to receive the medicine prescribed and refuse to prescribe medicines when they believe it is not in the patient's best interests to receive medicines without the benefit of a face-to-face consultation.

  1. Your commitments when using the Online Questionnaire Form

As the patient, you commit to:

6a. Accurate information
Answer all questions truthfully and fully.

6b. Personal registration
Not register more than once.

6c. Registration for someone other than yourself
Not register or complete questionnaires on behalf of anyone other than yourself.

6d. Comply with instructions
Read carefully, each message uploaded into your secure online patient record before taking any medicines that our clinicians have prescribed and comply with any instructions given for each medicine. If you are uncertain as to how to take any medicine that we have provided to you, you must contact us and you must not use the medicine until you have sufficient information from us and understand the correct instructions.

6e. Decisions at the online service
Accept the online service decision when our clinician determines that it is not in your best interests to receive any requested medicine without the benefit of a face-to-face consultation.

6f. Abusive Behaviour

Treat our clinicians and staff with respect. We do not tolerate abusive behaviour. In the event of such behaviour we are within our rights to deactivate your patient record. 

6g. Notify your GP
With your consent and provided you send us in writing the name and contact information of your GP, we will always inform your GP of any medicines that our clinicians prescribe.

6h. Protect medicines
Ensure that no-one other than yourself has access to any medicines that we make available to you.

6i. Expiry date
Ensure that any medicines prescribed in advance of need are not used beyond their expiry date.

6j. Notify side-effects
Inform us via email if you experience any side-effects from any medicines we make available to you or if you have any concerns.

  1. Information and advice - Ordering Medicines and Completing Online Questionnaire Form

7a. The information and advice provided by the online service is based on the information you supply to us. It is your responsibility to ensure this. You accept that failure to provide information that is correct and complete (whether intentionally or not) will affect the information and advice we give to you and the medicines we supply to you and, as such, may have consequences for which we are not responsible. 

7b. We aim to respond to all requests for information and advice within three business days – business days being Monday to Friday, excluding public holidays.

7c. Follow up:
1.    Our clinical team may contact you to check how you are getting on after using the service.
2.    One of our team may also contact you for feedback about your service experience to help us improve to ensure we meet your needs.

  1. Subscription plans
    8a. By signing up to one of our subscription plans, you agree to be charged the repeat payment of the specified amount from the payment card that you used when signing up to the Service. This is known as a Continuous Payment Authority. If your payment fails and you do not update your card details when prompted to do so, your plan will automatically terminate. 
    8b. You can cancel your plan at any time by contacting the team and you will not be charged a cancellation fee. However, if your treatment has already been sent out when you attempt to cancel, you will still be charged for that treatment. 
    8c. Our clinicians have the right to review your suitability for your subscription plan at any given time and can terminate your plan if they deem you unsuitable for the service. 
  2. Pricing

All prices on our website are in pounds sterling and include VAT unless expressly stated otherwise. We take care to ensure that all pricing information on our website is accurate but occasionally there may be an error.

  1. Concluding a binding contract

When we receive an order from you to purchase goods or services from us, we will confirm that we have received the order by sending a confirmation email to the contact email address that you supplied. Your order is an offer to purchase an item and will not be binding on us until we either prescribe your medicine, or otherwise commence a clinical service, whichever occurs first. Professional codes of conduct and legal restrictions may limit the number and frequency of any item we are permitted to supply to you and, as such, we have no obligation to supply quantities exceeding the relevant permitted maximum and will charge only for those we do supply. We reserve the right to reject any order.

  1. Payment and refunds

In providing payment card details, you confirm that you are authorised to use the card and authorise us, or our payment service provider, to take payment in full for the items in your order and any associated delivery fees and any other charges that become due to us under these terms and conditions. The transaction will appear on your bank or card statement as xxxxxxxx

Refunds, if applicable, will only be made using the payment gateway (e.g.xxxxxxxxx) to the card originally used for payment. Refunds may take up to five working days to appear on a card statement.

If you choose to pay via PayPal, then your use of the PayPal service is governed by the PayPal user agreement in force from time to time. Please refer to the PayPal user agreement for details of the terms and conditions applicable to payments and refunds processed through PayPal.

  1. Authorisation of orders for medicines

Our clinicians can only make a decision as to whether it is in the best interests of the patient to receive a medicine when the clinician has all relevant information. On occasion, this may require the clinician to ask the patient for additional information further to the information that was provided in response to an online questionnaire.

  1. Non-availability/substitutes

If a patient’s chosen pharmacy is unable to fulfil a prescription or supply goods ordered, we will contact the patient to agree an alternative pharmacy that we have already identified as having the item available.  The original prescription/order will be revoked, and a new prescription/order will be sent to the new pharmacy.

  1. Delivery of orders

We will dispense all medicines and supply all goods. Medicines and goods for delivery by post will be dispatched normally within two working days of the clinician authorising the supply of the medicine. 

14a. Mounjaro®

Mounjaro® requires cold storage during transportation (2-8 degrees Celsius).

We use packaging that keeps your treatment at the right temperature for up to 36 hours during transit. If cold storage is disrupted during the delivery process, the medication can still be used for up to 30 days. Once you have received your medication it is important you keep it stored in the fridge.

Mounjaro® must be delivered to your home address to ensure safe storage as soon as possible. Harley Street Obesity Clinic cannot take any responsibility for lost or stolen parcels once delivery has taken place, and no refunds will be issued.  

Please do not use a pharmacy address. It is likely your delivery will be rejected or disposed of. No refunds will be issued if this happens. 

Please do not order Mounjaro® if your delivery address is in the Channel Islands, Scottish Highlands, Northern Ireland, and Isle of Man. Mounjaro® must stay refrigerated in transit and delivery to these areas will be delayed. Unfortunately, you won't be able to safely use the full dose of the prescribed treatment. If you proceed, your order will be cancelled and refunded minus an administrative fee of £25.00 to the payment card that you used for the original transaction.

14b. Wegovy®

Wegovy® requires cold storage during transportation (2-8 degrees Celsius).

We use packaging that keeps your treatment at the right temperature for up to 36 hours during transit. If cold storage is disrupted during the delivery process, the medication will be able to be used for up to six weeks.

Once you have received your medication it is important you keep it stored in the fridge.

Wegovy® must be delivered to your home address to ensure safe storage as soon as possible. Please do not use a pharmacy address. It is likely your delivery will be rejected or disposed of. No refunds will be issued if this happens. 

If you live in Northern Ireland, it is important that you know that Wegovy® will be prescribed for you off label. This means the manufacturers have not licenced the use of Wegovy® in Northern Ireland yet.

We will still ensure Wegovy® is safe for you to take according to the guidelines we use in Great Britain.

  1. Notification of errors

You should check the content of each delivery promptly upon receipt. If you believe that items have been sent to you in error you should contact us immediately via email.

  1. Prescription Medicines

The statutory “cooling off” right does not apply to the supply of prescription medicines and the supply of other medicines by a health care professional as part of a health service. When you place an order for medicines or take up a service that involves the prescribing of medicines this will require us to perform an assessment of your clinical suitability for the medicines before they can be approved for supply (“Clinical Assessment”). When you place an order, you agree to us commencing this Clinical Assessment and once this Clinical Assessment has been completed, you will have no legal right to cancel your order.

Examples of this service are: prescription services or medicated weight loss injection treatments including  Wegovy® and Mounjaro®.

  1. Our right to cancel

17a. It is at our clinicians’ discretion to provide treatment to you. Where a clinician refuses to administer any treatment requested, your patient record will be updated with a full explanation as to why this has been refused. You can obtain a copy of your patient record at any time on request. In this circumstance where payment has been taken, we will issue a refund minus administrative fee of £25.00 to the payment card that you used for the original transaction.

17b. When we provide a Clinical Assessment for the prescription of Wegovy® or Mounjaro®, a condition of issuing a first prescription to you is that you submit to us documentation (BMI slip from a GP surgery or pharmacy) or video call demonstrating your BMI is in accordance with the instructions that we provide to you i.e. BMI 27 or more with obesity associated co-morbidities, or BMI 30 or more. You will be required to resubmit your BMI documentation (BMI slip from a GP surgery or pharmacy) or complete a video call every 12 months whilst receiving this treatment. If you do not provide a BMI slip from a GP surgery or pharmacy, or your BMI at video call is not in accordance to the instructions i.e. BMI 27 or more with obesity associated co-morbidities, or BMI 30 or more, we will issue a refund minus administrative fee of £25.00 to the payment card that you used for the original transaction.

17c. We take payment for the Wegovy® or Mounjaro® prescription before the virtual appointment in anticipation that all your information is correct. If the information you provided is deemed inaccurate or you have made an error whilst completing the online questionnaire, we will issue a refund minus administrative fee of £25.00 to the payment card that you used for the original transaction.

17d. The prescription for Wegovy® or Mounjaro® will only be issued after signing the ‘Consent to Treatment’ document and completing the virtual appointment. If you are unable to or do not sign the ‘Consent to Treatment’ document, we will issue a refund minus administrative fee of £25.00 to the payment card that you used for the original transaction.

17e. In other circumstances we may not be able to accept your order for example where:
-    There is no availability of the medicines you require;

-    There is an issue with us taking your payment; or 
-    The pricing provided by us is incorrect.

In these circumstances, where payment has been taken, we will issue a refund to you to the payment card that you used for the original transaction.  

  1. Discounts

From time to time we will run promotional offers and discounts on our services. Unless otherwise stated:

  • Discounts cannot be applied retrospectively- you can only claim the discounts during the time of the promotion and not before or after 
  • We reserve the right to withdraw such offers at any time
  • We reserve the right to amend the discounts or the terms and conditions applicable to that promotional offer where we consider it reasonable and necessary to do so.
  1. Our liability to you

19.1    We accept full clinical responsibility for all our patients to the full extent that the law requires. We will not be liable for any loss or damage (in contract negligence or otherwise) where:
19.1.1    There is no breach of a legal duty of care owed to you by us or;
19.1.2    The loss or damage is not a reasonably foreseeable result of any such breach or;
19.1.3    Any loss or damage or increased risk of loss or damage results from a breach by you of these Terms and Conditions.
19.2    We are not responsible for:
19.2.1    loss or damage caused by you providing inaccurate or incomplete information;
19.2.2    loss of your emotional well-being including, but not limited to, any embarrassment caused;
19.2.3    loss or damage relating to your trade, business, craft or profession; or
19.2.4    losses suffered by third parties.
19.3    Nothing in these Terms and Conditions affects your statutory rights.

  1. Our complaints policy.Please contact us at: agrawal@d-s-s.co.uk or the private hospital you are registered with for your treatment. We will do our best to resolve any problems you have with us.
  2. Other important terms apply to our contract

21.1    Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

21.2    We can change these terms. We can make changes to these terms and conditions for example to deal with any change in the law or in relation to our business. The new version will be posted on the website and will take effect immediately on posting.

NOTHING IN THESE TERMS AND CONDITIONS SHALL AFFECT YOUR STATUTORY RIGHTS

If you have any queries about the ‘Terms and conditions’ please contact us at: agrawal@d-s-s.co.uk.

This ‘Terms and Conditions’ document was last updated on 16th October 2024.