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

Contacts

How to contact us

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

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.

What we mean by our services

  • Our services fall into the following categories:

Programmes

  • Our services include programmes delivered to you for particular health matters.
  • We have structured programmes that guide you on your weight loss journey.
  • The Standard Weight Loss Programme whose fee is £199 every cycle (usually 28 days) (hereinafter the Standard Programme).
  • 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).
  • Standard Programme and Adherence Programme are collectively referred to as Weight Loss Programmes.

Features of the Standard Programme

  • This is a 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. This is likely to be available in January 2025.

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(c). 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.

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

Important information about our services

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. You may also be jeopardising your health and the efficacy of the treatment.
  • 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 practitioner to contact you.

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 the emergency services immediately.

 Our services and what we need from you

  • Weight Loss Programmes
  • We need some personal information from you (such as your 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 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:
    • Follow any instructions our SheMed team member gives to you;
    • 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;
    • Keep any medicines we prescribe secure and don't allow anyone other than the patient named on the prescription to use them;
    • Only use our services for you;
    • 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
    • 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 participating in the Standard Programme

  • We need the following from you, in addition to the information in Section 5(a), for you to participate in the Standard Programme:
    • 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 the web.
    • 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.
    • 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.
  • Your live virtual check-ins - From time to time, you will be required to check-in with us 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. 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 the audio and video of 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.
  • 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.
  • 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.

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.
    • 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 the web. 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 (priced at £49).
    • 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.
    • 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.
  • Complete Initial Blood test - The blood test kit will be dispatched Monday to Friday (excluding bank holidays). Kits will be dispatched the same day if ordered before 12pm. Kits ordered after 12pm will be dispatched the next working day.
  • 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.
  • Send the blood samples within 14 days from the date on which you receive the blood test kit.
  • You will be able to view a copy of your blood test results in the app within the activities log.
  • If you opt for the Adherence Programme, you will be entitled to one of the following treatments (for your weight management journey) upon meeting the eligibility requirements:
    • A weight loss injection with GLP-1;
    • Weight management through ongoing support from a SheMed practitioner and assessment via regular check-ins in the app;
    • Ongoing tracking via the SheMed app of weight loss progress, and regular blood tests to assess progress;
    • Adherence support from SheMed staff throughout your programme.
  • 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.
  • We require you to follow the instructions provided by SheMed throughout your participation in the Adherence Programme. Failure to comply with the instructions may result in removal from the programme.

What you can't 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.

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.

Children and young people

Please note, our Standard Programme is 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.

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;
  • 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.

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.

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.

Investigating complaints

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

  • Your full name and your email or home address, including your postcode;
  • Your date of birth;
  • A contact phone number in case we need to contact you for more information;
  • A clear description of what you want to complain about and when it happened;
  • Any relevant correspondence.

We do our best to acknowledge all complaints within 5 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, and what to do if you’re not happy with our response.

Appeals

If you’re not satisfied with our investigation and/or 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.

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

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.

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.

Other things you should know

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.

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.

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.

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