1. Cancellations
You may request to cancel your order or subscription order provided that the order has not yet been clinically approved by one of our clinicians.
Once an order has been clinically approved, it may proceed to dispensing, processing and dispatch. At this stage, we may be unable to cancel the order.
If you wish to cancel, you should contact us as soon as possible before clinical approval has taken place.
2. Three-month and six-month subscription plans
Where you have purchased a multi-month subscription plan, the treatment supply must be used within the following timeframes:
| Subscription type | Treatment must be used within |
|---|---|
| Three-month subscription | 6 months from the subscription start date |
| Six-month subscription | 12 months from the subscription start date |
If the subscription has not been used within the relevant timeframe, a £50 cancellation fee will apply.
Before applying this fee, we will contact you to let you know that your subscription period is due to expire or has expired. We will ask whether you wish to continue with a further supply, where this is clinically appropriate.
Subscription discounts are subject to these Terms and Conditions.
Discounted three-month and six-month subscription prices are offered on the basis that the subscription plan is completed, subject to ongoing clinical suitability.
If a subscription is cancelled early for non-medical reasons, a £50 cancellation fee will apply. Any treatment supplies already received under the discounted subscription plan will also be recalculated at the standard monthly treatment price. The patient will be required to pay the difference between the discounted price already paid and the standard monthly price for the supplies received.
3. Cancellation due to medical reasons
We understand that some patients may need to stop treatment for medical reasons.
If our clinical team advises that treatment should be discontinued because your medical condition, symptoms, side effects, pregnancy, or other clinical circumstances make treatment unsuitable or unsafe, we will not charge a cancellation fee.
We may ask you to provide information so that our clinical team can review your circumstances and record the reason for discontinuation.
Discount recalculation still applies if a subscription ends early.
Where treatment supplies have already been provided under a discounted three-month or six-month subscription plan, the discount will no longer apply to the supplies already received. Those supplies will be recalculated at the standard monthly treatment price, and the patient will be required to pay the difference between the discounted price paid and the standard monthly price.
This means that where a subscription ends early for any reason, including medical or clinical reasons, any supplies already received will be charged at the standard monthly treatment price rather than the discounted subscription price.
We will contact the patient before collecting any outstanding balance.
4. Returns and faulty medication pens
If you believe that your medication pen is faulty, you must contact us as soon as possible.
We may ask you to attend a free video consultation with one of our clinicians so the issue can be assessed. During this consultation, you may be asked to explain what happened and, where appropriate, show the pen or demonstrate the issue.
A replacement, refund, or further action will only be considered where our clinician is reasonably satisfied that the pen is faulty or has not worked as intended.
5. Missed or wasted doses due to incorrect use
We provide support to help patients use their medication safely and correctly, including:
| Support provided | Details |
|---|---|
| Website guidance | Information on treatment use, storage, side effects and support |
| Patient information leaflet | Manufacturer’s official instructions supplied with the medication |
| First-time treatment email | Key information about treatment and safe use |
| Video consultation support | A free video consultation after approval, where patients can ask questions and receive support |
It is the patient’s responsibility to read the patient information leaflet and follow the instructions supplied with the medication.
If doses are missed, wasted, or used incorrectly because the patient did not follow the instructions, did not seek support, or attempted to use the treatment without understanding the correct process, we will not be responsible for replacing those doses or refunding the cost of the medication.
This includes, but is not limited to:
- using the pen incorrectly
- failing to follow the patient information leaflet
- accidentally wasting one or more doses
- not contacting us for support before using the medication
- struggling with the injection process but not requesting help
- attempting to alter, extract, split, or manipulate doses
We strongly encourage patients to contact us before using the medication if they are unsure how to proceed.
6. When we may arrange a replacement
We may arrange a replacement or further supply only where our clinical team is satisfied that:
- the medication pen is faulty, defective, or has failed to work as intended; and
- the issue was not caused by incorrect use, failure to follow instructions, incorrect storage, or avoidable patient error.
Where the issue relates to user error, missed doses, incorrect storage, failure to follow instructions, or failure to seek support, we will not be responsible for replacement, refund, or compensation.
7. Patient support
Patients are encouraged to contact us as early as possible if they have questions about:
- how to use their medication pen
- missed or delayed doses
- side effects
- storage
- treatment continuation
- dose changes
- concerns that a pen may not be working correctly
If you are unsure how to use your medication, please do not guess.
Contact our clinical team or request a video consultation so we can help you use your treatment safely and correctly.
Contact our team