Terms & Conditions

 By accepting these Terms, you are communicating with us electronically and, in doing so, you are deemed to consent to receiving communications from us or our Associates electronically. Electronic communications include, but are not limited, to emails, notifications, alerts, prompts, disclosures and information fields or other information provided via our site. You agree that any electronic communication made to you by us is sufficient to satisfy any legal requirement that such communication be made to you in writing.

    • If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.
    • We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of these Terms.
    • If you know, or suspect that anyone other than you knows, your user identification code or password, you must promptly notify us at expertsupport@loseweightexpertise.eu
  1. How we use your personal information
    • The use of your personal information is subject to our Privacy and Cookies Policy. Please ensure that you have read and understood our Privacy and Cookies Policy before accessing the Services.
    • We will not use any of your personal information for any purpose other than those contained within our Privacy and Cookies Policy and as set out below.
    • We will use the personal information you provide to us in order to:
      • verify your identity;
      • enable Associates to provide you with Medicines and/or Services;
      • facilitate payments and refunds for Medicines and/or Services;
      • enhance and improve the quality of the Services that we provide;
      • comply with requests made by regulatory bodies and/or as otherwise required by law;
      • provide relevant information to your GP or other regular healthcare providers; and/or
      • for the prevention of fraud and/or other relevant criminal offences.
    • We use various identity verification services in order to check your details, which are checked against multiple sources. By agreeing to these Terms, you are giving us permission to make such If we cannot verify your identity using these checks, we will contact you requesting further evidence of your identity.
    • You give your consent for information about yourself, your health and your current medications including, but not limited to, the information you divulge as part of the online consultation and clinical assessment to be viewed and exchanged by and between us and our employees and Associates for the purpose of supplying Medicines and/or Services to you. 
    • Named associates: Arvi Health Limited – information may be shared with Arvi Health Limited, where necessary for them to provide their services relating to high blood pressure medications.

  2. We may make changes to these Terms or our site
    • We may amend these Terms from time to time.
    • Every time you wish to use our site, please check these Terms to ensure that you understand the terms and conditions which apply at that time.
    • We may revise these Terms from time to time to reflect the following circumstances:
      • changes in relevant laws and regulatory requirements; or
      • where we, in our absolute discretion, deem it necessary or desirable.
    • Notwithstanding clause 1, if we revise these Terms, we will endeavour (but without obligation) to contact you to advise you of the changes.
    • We may also update and change our site from time to time to reflect changes to the Medicines, the Services, our users’ needs and/or our business priorities.
  3. Linking
  • Links to third party websites on our site are provided solely for your convenience. If you use such links, you leave our site. We have not reviewed these third party websites and do not control and are not responsible for them or their content or availability. We therefore do not endorse or make any representations about them, or any material found there, or any results which may be obtained from using them. If you decide to access any of the third party websites which are linked to our site, you do so entirely at your own risk.
  • You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.
  • You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.
  • You must not establish a link to our site in any website that is not owned by you.
  • Our site must not be framed on any other website, nor may you create a link to any part of our site other than the home page.
  • We reserve the right to withdraw linking permission without notice.
  • If you wish to link to or make any use of content on our site other than as set out above, please contact us at expertsupport@loseweightexpertise.eu.
  1. Cancellation by you
  • You can cancel a Service with immediate effect at any time by giving us written notice if:
    • we breach these Terms in a material way and we have failed to remedy the breach not less than 14 (fourteen) days from the day upon which you notified us in writing of such breach;
    • our performance under these Terms is affected by an “Event Outside Our Control” under clause 17;
    • we enter liquidation or upon the appointment of a receiver or administrator over our assets; or
    • at any time up to the commencement of the relevant Service or supply of the relevant
  • Your right to cancel a Medicine or Service ends on the date of the dispatch confirmation (the date on which we notify you to confirm our acceptance of your request for a Medicine or Service), which is when the contract between us is formed.
  1. Refunds – limitations
    • We hope that you will be happy with any product that you request from our site. However, in the event that you wish to return a product because it is:
      • not as described;
      • not fit for purpose; or
      • damaged or faulty,

you must contact us within 30 days of your order being delivered. We will refund the price of the product in full together with any applicable delivery charges and any reasonable costs that you incur in returning the item. If you contact us following the 30 day period, you will not be entitled to the refund.

If you wish to return your medication, you must contact our customer service team prior to returning by emailing expertsupport@loseweightexpertise.eu to discuss your order and return. If your order is returned at your own cost without notifying our customer service team beforehand, we will be unable to process your refund.

If your order is not received due to an admitted error with the courier, you are entitled to a refund.

If the couriers tracking GPS states that your order was delivered to the correct area of the delivery location, you will not be entitled to a refund or replacement.

If the courier have your signed signature as proof of delivery, you will not be entitled to a refund.

If your chosen delivery address is not a home or secure work address, e.g. a Hotel, then this is at your own risk. You will not be entitled to a refund if your order is correctly delivered to that address.

You are not entitled to a refund if your diagnosis has changed, meaning your order is no longer needed or required.

All products are not brand specific, unless stated in either the title or description. Images used are for illustrative purposes only and unless stated, do not dictate the brand you will receive. You are not entitled to a refund if the brand you receive was not desired or if you selected an incorrect medication. This includes if you incorrectly chose a generic medication, when a branded version was required, and vice versa.

If you prefer a certain brand of medication, you must contact customer service prior to placing your order to check if it is available. If you place your order first before contacting customer services, you are not entitled to a refund if the brand sent to you is not the desired one.

If an order does not provide the desired results, then you are not entitled to a refund. We advise that you contact your GP for a review and to discuss why this medication did not provide the desired results.

You are not entitled to a refund if your order was delayed due to a customer error, i.e. an incorrect address.

If you are not present to accept your parcel at the time of attempted delivery, i.e not at home, and do not arrange a redelivery or collection, you are not entitled to a refund of the shipping costs.

If you are not present (i.e not at home) to accept your parcel within the 1hr time slot given by the courier, and have left no safe place for the courier to leave your parcel, you are not entitled to a refund or replacement.

Parcels which are delivered during your 1hr time slot at your chosen safe place, are left at your own risk and you will not be entitled to a refund or replacement. This includes parcels diverted to Parcel Shops or collection points.

If you choose to return your order to us within 14 days of delivery, you are entitled to a resend of the item instead of a refund. This decision is at your discretion.

  • We will refund you by the payment method that you used to pay. If the card that you used to pay with expires before the refund is made, please call us to provide your new card details.
  • You will not be entitled to a refund arising from:
    • the unavailability of any Associate where our site is functioning and an alternative Associate is available;
    • a temporary interruption in the Service; or
    • any interruption in the Service through no fault of ours.
  • By accepting these Terms, you agree that Prescribers may differ in their clinical opinions and, provided that any consultation and/or an online clinical assessment is undertaken in good faith by a Prescriber, you will not be entitled to any refund in respect of any Service provided.
  • You will not be entitled to receive any refund in relation to any Service where the provision of such Service is restricted because of:
    • your absence;
    • insufficient or variable network connectivity;
    • a negligent act or omission by you; or
    • through no fault of ours.

Important – other than as set out in these Terms, you cannot return any Medicines – this is for safety reasons. If you have any unwanted or unused medication, you can take it to a local pharmacy and they will dispose of the Medicine safely.

  1. Missing Items
  • If you believe you are missing items from your order, you will need to notify to our customer service team within 14 days of your parcel being delivered. If you contact us following the 14 day period, you will not be entitled to the refund or resend of the missing goods.
  • For partial missing items, we require a photo of the dispensing label on the box of the items you have recieved in order for us to investigate this further with the pharmacy. Failure to provide a photo of the dispensing label will mean our customer service team are unable to raise the claim further with the pharmacy. 
  • Once you have notified our customer service team regarding your missing item(s), one of our representatives will provide you with a Missing Items Form which you will need to fill out within 3 working days from the day of recieval and send back to us. Failure to complete this form will prevent our customer service team being able to assist further. 
  1. Lost / Undelivered parcels
  • If your parcel has had no tracking update within the last 5 days, you will need to contact our customer support team in order to raise an investigation with the courier.
  • Investigations with couriers can take up to 7 working days, please allow this time for our customer support team to try and locate the whereabouts of your parcel.
  • You are not entitled to a refund until an investigation has been completed and the courier has confirmed that the parcel has been lost.
  • If your parcel is with Yodel, and has not been delivered, then a Yodel customer declaration form must be completed which will be sent to you via our customer service team. Due to the short time frame given by Yodel to complete this process, the form must be completed within 4 working days and sent back to us in order for us to be able to proceed with the investigation. Failure to complete the form within this time frame may make you inelligble for a refund. 
  1. Cancellation by us
  • We may from time to time have to cancel a Service before the provision of such Service has commenced, due to any one of the following:
    • an Event Outside Our Control, as defined in clause 17; or
    • the unavailability of any Associate or Material, without which we are unable to provide the Service.
  • In the event that any Service becomes unavailable pursuant to clause 1, we will notify you as soon as is reasonably practicable in writing.
  • If we cancel a Service pursuant to clause 1 and you have paid in advance but the Medicine or Service has not yet been provided to you, we will provide you with a full refund.
  • We may cancel a Service request at any time with immediate effect by giving you written notice if:
    • you do not pay us when you are required to; or
    • you are otherwise in breach of these Terms and you do not remedy your breach within 7 (seven) days of us asking you to in writing, or sooner if reasonably required.
  • From time to time, we will request certain information from you which may be confidential and/or covered by data protection legislation, for example, details of any medical conditions. If you do not provide us with this information, or you provide us with incomplete, misleading or incorrect information, we may suspend the provision of the Services or the supply of a Medicine by giving you written notice. We will not be liable for any delay or non-performance where you have not provided this information to us and we will not be obliged to provide you with any refund in such circumstances.
  1. Unacceptable Use
  • We reserve the right to deny you access to our site, or terminate the provision of a Service, including removal of your account and information, immediately upon notice, where we determine that you have materially breached the terms of our Acceptable Use Policy or you have been abusive or have behaved in an inappropriate manner towards any Associate or any employee or agent of ours, including:
    • using foul language, threatening, inappropriate, abusive, offensive behaviour or remarks;
    • engaging in any behaviour believed to be time-wasting; or
    • using the Services or purchasing Medicines excessively, as determined in our reasonable opinion.
  1. We may suspend or withdraw our site
  • Our site is made available to you free of charge.
  • We do not guarantee that our site or any Material on it, will always be available or be uninterrupted. We may suspend, withdraw or restrict the availability of all or any part of our site for business and/or operational reasons. We will try to give you reasonable notice of any such suspension, withdrawal or restriction.
  • You are also responsible for ensuring that all persons who access our site through your internet connection are aware of these Terms and other applicable terms and conditions, including those of the Associates at Parts 2 and 3 of these Terms, and that they comply with them.
  1. Delivery of Medicines
    • Medicines will be delivered directly to an address of your choosing. We will inform you of any delivery costs at the time you indicate that you wish to purchase a Medicine and the expected date and time for delivery.
    • Medicines will be charged per item prescribed at the price stated on our site at the time of dispensing.
  2. Display and availability of Medicines
  • Although we make reasonable efforts to update the information on our site, including descriptions of any Medicine or Service, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up to date.
  • The images on our site are for illustrative purposes only.
  • Medicines may vary from the images on our site and we accept no responsibility for any reliance that you may place on the accuracy of the images used on our site.
  • The packaging for the Medicines may vary from time to time to that shown on images on our site.
  • All Medicines shown on our site remain at all times subject to availability. If during a consultation with a Prescriber, you indicate a preferred treatment or a treatment that you have used previously and successfully for the management of your condition, you will be offered a treatment which you and the Prescriber will jointly consider. However, you acknowledge and agree that the final decision as to the Medicine to be offered to you will always be the Prescriber’s.
  1. Price of Medicines and Services
  • The prices of the Medicines and the Services will be as indicated on our site, and shall include the fees payable to the Prescriber and the Pharmacy. We take all reasonable care to ensure that the prices of the Medicines and the Services are correct at the time when the relevant information was entered onto our
  • Prices for the Medicines or the Services may change from time to time but changes will not affect any Medicine that a Prescriber has prescribed for you during a consultation.
  • The price of a Medicine or a Service includes VAT (where applicable) at the applicable current rate chargeable in the UK.
  • The price of a Medicine does not include delivery charges, which shall be as stated on our site before you submit your request for a Medicine.
  • Our site contains a large number of Medicines. It is always possible that, despite our best efforts, some of these Medicines may be incorrectly priced. We will normally check our prices as part of the dispatch procedures so that:
    • where the Medicine’s correct price is lower than the price stated on our site, we will charge the lower amount when providing such Medicine to you. However, if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing, we do not have to provide such Medicine to you at the incorrect (lower) price; and
    • if the Medicine’s correct price is higher than the price stated on our site, we will notify you as soon as possible to inform you of this error and we will give you the option of continuing with purchasing the Medicine at the correct price or cancelling the purchase of the Medicine. We will not process your request until we have received your instructions.
  1. Making payment
  • Payment for all Medicines, Services and delivery charges must be made in full at the time you confirm acceptance to purchase the Medicine pursuant to the issuing of a Prescription. In making the Medicines and the Services available to you on our site, you acknowledge that we are acting as agent for and on behalf of the Associates and are authorised to enter into contracts for the provision of the Services, the sale and delivery of Medicines and collect payments for the same for and on their behalf.
  • Payment can be made by electronic bank transfer, debit or credit card, Apple Pay, PayPal, Klarna or Google Pay.
  • You are responsible for providing valid payment We reserve the right not to provide Medicines or Services to you if your payment details have expired or are invalid. In such cases, we will attempt to contact you to request that you provide updated information.
  • Payments are provided on a ‘continuous authority’ basis, allowing for further payments or refunds to your payment card if necessary.
  • To ensure that your chosen payment method is not being used without your consent, we will validate name, address and other personal information supplied by you against appropriate third party databases. By accepting these Terms, you consent to such checks being made. In performing these checks, personal information that you have provided when you register with our site may be disclosed to a registered credit reference agency, which may keep a record of that information. This is done only to confirm your identity. A credit check is not performed and your credit rating will not be affected. All information provided by you will be treated securely and strictly in accordance with current and applicable data protection legislation.
  1. Our liability to you


  • We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents, subcontractors or Associates and for fraud or fraudulent misrepresentation.
  • We will not be liable, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or for any indirect or consequential loss arising under or in connection with any Medicine or Service.
  • Subject to clause 1, our total liability to you whether in contract, tort (including negligence), breach of statutory duty, or otherwise, arising under or in connection with the provision of any Medicine or Service shall be limited to the amount paid by you in respect of such Medicine or Service.
  • Our site is not designed and is not suitable for the treatment and/or management of a medical emergency or any acute condition or condition that would otherwise warrant analysis, diagnosis or treatment in person or where analysis, diagnosis or treatment would be required on an urgent basis.
  • We will take all appropriate technical and organisational measures against unauthorised or unlawful processing of your personal data and against accidental loss or destruction of, or damage to, personal data but subject to that and our obligations under law as a data controller, we shall not be responsible for any data loss or unauthorised access by other persons, whether a result of unauthorised access, misaddress, technical failure, technical interference, negligence or otherwise.
  • We disclaim all warranties, express or implied (to the extent permitted by law) including, but not limited to, implied warranties of satisfactory quality and fitness for a particular purpose. We do not warrant that our site or any notification sent by us to you will be free of viruses or other harmful components.
  • We do not accept any liability or responsibility for the actions or omissions of any third party, including Associates.
  • We only facilitate access to Medicines and Services for your personal use. You agree not to use the Medicines or Services for any commercial, business or re-sale purpose, and we shall have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity if you use such Medicines or Services otherwise than in accordance with these Terms.
  • Medicines are supplied further to a consultation with a Prescriber in accordance with information you provide to us and to our Associates through online clinical questionnaires that are made available on our site. We are not liable for any loss or damage from your use of any Medicine or receipt of any Service if you supply incorrect, misleading or incomplete information.
  • We are not liable for loss or damage, which arises from your failure to inform your GP or other healthcare professional about any Medicines or Services which you request from our site.
  • We are not liable for any loss or damage, which results from your failure to follow advice given on our site.
  • You accept that the advice provided through our site does not replace the advice provided to you by your GP or other healthcare professional and that you should consult with your GP or other healthcare professionals on the Medicines and/or Services which are supplied through or accessed from our site.
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