Weight Management Programme Terms and Conditions

1. Definitions and Interpretation

In these Terms, unless the context otherwise requires:

"Additional Clinical Services" means any clinical services provided in addition to those expressly included in your Programme, including but not limited to Occupational Therapy Services, unscheduled consultations, extended clinical messaging, and specialist referrals, as detailed in Section 7, Section 8, and Appendix A.

"Allied Health Professional" or "AHP" means a qualified healthcare professional registered with the Health and Care Professions Council (HCPC) or equivalent regulatory body, including but not limited to occupational therapists, physiotherapists, dietitians, and health coaches employed or contracted by The Wellness.

"Billing Unit" means a 15-minute increment of documented clinical service time, being the standard unit for calculating Additional Clinical Services charges.

"Clinical Messaging Service" means queries directed to our clinical team via WhatsApp, email, or other approved messaging platforms that require review, research, or response by an Allied Health Professional or Clinician.

"Clinician" means a medical practitioner registered with the General Medical Council (GMC) providing services under these Terms.

"Occupational Therapy" or "OT" means therapy services provided by an HCPC-registered occupational therapist to address functional barriers to treatment adherence, lifestyle modification, medication management, and occupational balance, as more particularly described in Section 8.

"Programme" means the Foundation, Complete, or Elite weight management programme selected by you.

"Programme Fee" means the monthly subscription fee for your selected Programme as set out in our current pricing schedule.

"Service Period" means each calendar month of your Programme subscription.

"Treatment Team" means the multidisciplinary team of healthcare professionals providing your care, which may include Clinicians, Allied Health Professionals, care coordinators, and support staff.

2. Eligibility Criteria

To be eligible for our weight management programmes, you must meet all of the following criteria:

• Be aged 18 years or over
• Be a resident of the United Kingdom or have a valid UK address for medication delivery
• Have a BMI of 30 or above (obese), OR a BMI of 27 or above with at least one weight-related health condition
• Not be pregnant, breastfeeding, or planning to become pregnant during treatment
• Not have a personal or family history of medullary thyroid carcinoma (MTC) or Multiple Endocrine Neoplasia syndrome type 2 (MEN 2)
• Not have a history of pancreatitis

Final eligibility will be determined by our clinical team following your medical assessment. We reserve the absolute right to decline or discontinue treatment if, in the professional opinion of our clinicians, the treatment is not suitable, safe, or clinically appropriate for you.

3. Initial Medical Assessment

All weight management programmes require an initial medical assessment. The current assessment fee is £150. This assessment includes:

• Comprehensive health questionnaire review
• Consultation with a qualified prescriber
• Review of your medical history and current medications
• Assessment of your suitability for GLP-1 medication
• Identification of any functional barriers that may require Additional Clinical Services
• Development of a personalised treatment plan

3.1 Assessment Fee Policy

If you proceed with a weight management programme following clinical approval, the assessment fee will be deducted from your first month's Programme Fee. If you are found unsuitable for treatment, or if you choose not to proceed, the assessment fee is non-refundable as the clinical work has been completed.

You must provide complete and accurate information during your assessment. Providing false, incomplete, or misleading information may result in immediate termination of your Programme without refund and could pose serious risks to your health. The Wellness accepts no liability for adverse outcomes resulting from inaccurate information provided by you.

4. Programme Structure and Included Services

4.1 Foundation Programme

The Foundation Programme includes: monthly GLP-1 medication supply, monthly clinical check-in (scheduled appointment), access to WellnessAI 24/7 support portal, and basic dietary guidance materials.

4.2 Complete Programme

The Complete Programme includes all Foundation Programme features plus: bi-weekly scheduled clinical support calls, personalised nutrition plan, regular blood work monitoring (frequency as clinically indicated), and a dedicated patient care coordinator.

4.3 Elite Programme

The Elite Programme includes all Complete Programme features plus: weekly scheduled consultations with a clinician, comprehensive metabolic blood panels, personalised fitness programme, priority scheduling for clinical appointments, body composition analysis, monthly personal training consultation, specialist dietitian consultation, 24/7 medical messaging support, complimentary IV therapy sessions (monthly), and complimentary Oura Ring with 3-month subscription.

4.4 Services Not Included

For the avoidance of doubt, the following services are NOT included in any Programme tier and will be charged as Additional Clinical Services where provided:

• Occupational Therapy evaluations and sessions
• Unscheduled clinical consultations
• Specialist referrals and associated appointments
• Additional blood panels beyond Programme inclusions
• Prescription amendments, additions, or emergency supplies
• Extended clinical messaging requiring research or specialist review
• Insurance documentation, medical reports, and letters

4.5 Service Modifications and Programme Upgrades

The Wellness reserves the right to modify Programme features, service delivery methods, and included components upon 30 days' written notice. Such modifications shall not materially diminish the overall clinical value of the Programme. The Wellness may, at its sole discretion, upgrade your service provision where clinically indicated, provided such upgrades are communicated to you. Continued use of the Programme following notice of modifications constitutes acceptance.

5. AI Support Services and 24/7 Medical Messaging

5.1 Scope of AI Support (WellnessAI)

All Programmes include unlimited access to WellnessAI, our AI-powered wellness support system, available 24 hours a day, 7 days a week. WellnessAI provides general wellness information, programme guidance, appointment scheduling assistance, educational content, and lifestyle recommendations.

5.2 24/7 Medical Messaging Support – Important Clarification

5.3 Limitations of AI Support

You acknowledge and agree that: (a) AI Support is not a substitute for human clinical judgment; (b) The Wellness makes no warranty as to the accuracy, completeness, or appropriateness of AI-generated responses; (c) You assume full responsibility for any decisions made based on AI Support; (d) 24/7 access to the messaging platform does not constitute 24/7 access to free clinical consultations.

6. Clinical Messaging Service

6.1 Service Description

The Clinical Messaging Service allows you to submit queries to our clinical team via WhatsApp, email, or other approved messaging platforms. Queries requiring clinical review, research, or response by an Allied Health Professional or Clinician are subject to the charges set out in this Section and Appendix A.

6.2 Message Classification and Routing

Messages are classified as follows:

• Administrative queries (appointment scheduling, account questions): Handled by AI or administrative staff at no additional charge
• General wellness queries: Handled by WellnessAI at no additional charge
• Clinical queries requiring professional review: Routed to appropriate Allied Health Professional or Clinician and billed as Additional Clinical Services

6.3 Clinical Query Processing

When a clinical query is received, it may be reviewed, researched, and responded to by an Allied Health Professional (including occupational therapists, dietitians, or health coaches) or, where clinically indicated, escalated to a Clinician. All clinical service time is documented and billed in 15-minute Billing Units. Where an Allied Health Professional determines that clinical review by a Clinician is necessary to ensure patient safety and appropriate medical guidance, the query will be escalated. Escalated queries are billed at the applicable Clinician rate. You will be notified of escalation and associated charges.

7. Pricing, Billing, and Additional Charges

7.1 Programme Fee

Your Programme Fee is billed monthly on or around the anniversary of your initial payment. The Programme Fee covers only those services expressly included in your Programme tier as described in Section 4.

7.2 Additional Clinical Services Charges

Services beyond those included in your Programme are billed as Additional Clinical Services. By engaging with the Programme and utilising Additional Clinical Services, you agree to pay the charges set out in Appendix A. The current standard charges include:

7.3 Billing Documentation

All Additional Clinical Services are documented with the date and time of service, the professional providing the service and their qualification, a description of the service provided, and the time spent (in Billing Units). Upon request, itemised statements will be provided showing all Additional Clinical Services rendered.

7.4 Automatic Addition of Services

7.5 Price Adjustments

The Wellness reserves the right to adjust Programme Fees and Additional Clinical Services charges upon 30 days' written notice. Price adjustments may reflect changes in medication costs, regulatory requirements, staffing costs, operational costs, or market conditions. If you do not wish to accept a price increase, you may cancel your Programme in accordance with Section 12.

7.6 Payment Terms

Programme Fees are payable monthly in advance. Additional Clinical Services charges (excluding Occupational Therapy, which is governed by Section 8) are invoiced monthly in arrears and payable within 14 days. Failed payments may result in suspension of services. Overdue amounts may be subject to interest at 4% above the Bank of England base rate.

8. Occupational Therapy Services

8.1 Clinical Indication and Automatic Referral

Weight management with GLP-1 pharmacotherapy often involves functional challenges including medication self-administration, technology integration (such as glucose monitoring), energy management, stress and coping, and occupational balance. Where the Treatment Team identifies that Occupational Therapy intervention is clinically warranted to optimise your treatment outcomes, a referral to our Occupational Therapy service will be initiated automatically on your behalf.

8.2 Consent by Enrolment

This consent remains in effect throughout your participation in the Programme. You may withdraw consent for Occupational Therapy services at any time by providing written notice, however this may impact the effectiveness of your overall treatment programme.

8.3 Scope of Occupational Therapy Services

Occupational Therapy services within the Programme may include:

• High complexity functional evaluation (initial assessment)
• Energy conservation and activity pacing education
• Technology-assisted health monitoring training (e.g., CGM, wearables)
• Medication self-administration education and competency assessment
• Stress management and cognitive-behavioural strategies
• Occupational balance and lifestyle modification support
• Secure messaging support for between-session problem-solving and coaching

Occupational Therapy services are delivered via telehealth (video consultation) with supplementary secure messaging support as clinically appropriate.

8.4 Occupational Therapy Rates

8.5 Occupational Therapy Billing

8.5.1 Patients with Private Medical Insurance

Where you have indicated that you hold private medical insurance covering Occupational Therapy services:

• The Wellness will, on your behalf and at no additional administrative charge, prepare and submit claims to your insurer for Occupational Therapy services rendered;
• Claims will be submitted using appropriate CPT codes (97169) and ICD-10 diagnosis codes (E88) as clinically documented;
• The Wellness will seek direct settlement with your insurer where available;
• Invoicing will occur at the end of the treatment period or upon completion of the authorised sessions, whichever is earlier;
• You remain ultimately responsible for any amounts not reimbursed by your insurer, including but not limited to co-payments, deductibles, policy exclusions, or claim denials.

8.5.2 Patients without Private Medical Insurance (Self-Pay)

Where you do not hold private medical insurance or where Occupational Therapy is not covered by your policy:

• You will be invoiced at the start of each calendar month for a planned schedule of Occupational Therapy sessions;
• The standard monthly package comprises 4 sessions at £275.00 each, totalling £1,100.00 per month;
• Initial evaluation (where applicable) will be invoiced separately at £485.00;
• Payment is due within 14 days of invoice date;
• Failure to pay may result in suspension of Occupational Therapy services pending payment.

8.6 Insurance Authorisation Assistance

Where required by your insurer, The Wellness will assist with obtaining pre-authorisation for Occupational Therapy services, including preparation of clinical justification letters and supporting documentation. The Wellness makes no representation or warranty that authorisation will be granted or that any particular service will be reimbursed. The decision to approve or deny coverage rests solely with your insurer.

8.7 Treatment Records and Documentation

Complete treatment records documenting all Occupational Therapy services, including evaluation findings, treatment goals, session notes, and outcome measures, will be maintained in accordance with professional standards and regulatory requirements. These records will be made available to your insurer upon request and as necessary for claims processing.

9. Medication, Dose Adjustments, and Pricing

GLP-1 receptor agonist medications are prescription-only medicines. By enrolling in our Programme, you acknowledge that:

• Medication will only be prescribed if clinically appropriate
• Dosing will follow approved titration schedules
• You must follow all dosing instructions provided
• You must not share your medication with others
• Medication must be stored according to provided instructions
• Unused medication should be returned to a pharmacy for safe disposal

9.1 Medication Supply

Due to global demand and supply constraints, specific medications may occasionally be unavailable. In such cases, we may offer an alternative clinically appropriate medication, or pause your Programme with a pro-rata credit until supply resumes. Medication cannot be returned or refunded once dispensed, in accordance with pharmacy regulations.

9.2 Dose Increases and Associated Costs

You acknowledge and agree that:

• Dose titration is clinically required: GLP-1 medications must be titrated (gradually increased) over time to achieve therapeutic effect whilst minimising side effects. This is standard clinical practice and is required by the medication's prescribing guidelines;
• Price increases with dose: Higher doses of medication cost more to manufacture and supply. Your Programme Fee will be adjusted to reflect the cost of your current prescribed dose;
• Notification of price changes: The Wellness will notify you in writing (via email or secure messaging) at least 7 days before any dose increase takes effect, specifying: (i) your new dose; (ii) the new monthly cost; and (iii) the effective date;
• Continued participation constitutes acceptance: If you continue with the Programme following notification of a dose increase, you accept the associated price increase. If you do not wish to accept the increase, you may request to remain on your current dose (subject to clinical appropriateness) or cancel your Programme in accordance with Section 12;
• Price reductions: If your dose is reduced for any reason, your Programme Fee will be adjusted downward accordingly from the next billing cycle.

9.3 Increased Monitoring Requirements

Dose increases may require additional clinical monitoring to ensure your safety and treatment efficacy. You acknowledge that:

• The Treatment Team may recommend additional blood tests, consultations, or monitoring appointments following a dose increase;
• Such additional monitoring may be clinically required before a higher dose can be prescribed;
• Additional monitoring services are charged as Additional Clinical Services in accordance with Section 7 and Appendix A;
• Failure to complete recommended monitoring may result in the Treatment Team being unable to prescribe a dose increase or, in some cases, being required to pause or discontinue your treatment for safety reasons.

9.4 Current Dose Pricing Schedule

The current monthly medication costs by dose are available on request and will be provided to you at enrolment. Prices are subject to change in accordance with Section 7.5. By way of indication, higher doses (e.g., 10mg, 12.5mg, 15mg Tirzepatide) may cost significantly more than starting doses (e.g., 2.5mg, 5mg).

9.5 Regulatory Compliance

All prescribing is undertaken by GMC-registered medical practitioners in accordance with General Medical Council (GMC) Good Practice in Prescribing and Managing Medicines guidance, MHRA regulations, and relevant NICE guidelines.

10. Monitoring and Patient Responsibilities

10.1 Clinical Monitoring

Regular monitoring is an essential part of safe weight management treatment. You agree to:

• Attend all scheduled check-ins and consultations included in your Programme
• Complete required blood tests as clinically indicated
• Report any side effects or health concerns promptly
• Inform us of any changes to your health, medications, or circumstances
• Respond to communications from our clinical team within 7 days

10.2 Failure to Engage

Failure to engage with monitoring requirements may result in suspension or termination of your Programme for safety reasons, without refund.

10.3 Patient Responsibilities

You agree to: provide accurate and complete health information; follow prescribed dosing instructions exactly; not seek or obtain GLP-1 medications from other sources while on our Programme; make lifestyle changes as recommended; keep your contact and payment details up to date; and store medication safely away from children and others.

11. Health Risks and Side Effects

GLP-1 medications, like all prescription medicines, carry potential risks and side effects. Common side effects include nausea, vomiting, diarrhoea, constipation, abdominal pain, headache, fatigue, and injection site reactions. Serious but rare side effects may include pancreatitis, gallbladder problems, kidney problems, and severe allergic reactions.

By enrolling in our Programme, you acknowledge that you have been informed of the potential risks and benefits, and you consent to treatment with full understanding of these factors.

12. Cancellation, Refunds, and Termination

12.1 Your Right to Cancel

You may cancel your Programme at any time by contacting us at team@thewellnesslondon.com or by calling 020 3951 3429.

12.2 Cooling-Off Period

You have 14 days from the date of your first medication dispatch to cancel and receive a full refund of your Programme Fee, minus the cost of any medication already dispensed, any Additional Clinical Services already rendered (including Occupational Therapy), and any insurance claims already submitted on your behalf.

12.3 Cancellation After Cooling-Off Period

If you cancel after the 14-day cooling-off period: you must provide at least 14 days' notice before your next billing date; no refund will be provided for the current month's Programme Fee; outstanding Additional Clinical Services charges (including Occupational Therapy) remain payable.

12.4 Early Termination

Cancellation within the first 3 months may incur an early termination fee of £75 to cover administrative costs. If you enrolled at a promotional rate with a minimum commitment period, early cancellation may result in the promotional discount being reclaimed.

12.5 Our Right to Terminate

The Wellness may suspend or terminate your Programme immediately if: you breach these Terms; you provide false or misleading information; continued treatment is deemed clinically inappropriate; you fail to pay amounts due; or you fail to engage with required monitoring. No refund will be provided in cases of termination for breach.

13. Limitation of Liability, Disclaimers, and Indemnity

13.1 Statutory Rights

Nothing in these Terms excludes or limits our liability for: (a) death or personal injury caused by our proven gross negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot lawfully be excluded or limited under English law. Save for these specific exceptions, all other liability is excluded or limited to the fullest extent permitted by law.

13.2 Comprehensive Exclusions of Liability

Subject only to Section 13.1, The Wellness, its directors, officers, employees, agents, contractors, and affiliated professionals shall have no liability whatsoever (whether in contract, tort including negligence, breach of statutory duty, or otherwise) for any loss, damage, cost, expense, or liability arising from or in connection with:

• Patient Conduct: Your failure to follow clinical advice, treatment protocols, dosing instructions, or any other guidance provided by the Treatment Team; your failure to attend scheduled appointments or complete required monitoring; your failure to disclose complete and accurate medical history, current medications, allergies, or other relevant health information; your provision of false, misleading, or incomplete information at any time;
• Treatment Outcomes: The efficacy or lack of efficacy of any treatment, including but not limited to weight loss outcomes, metabolic responses, or any other therapeutic results; individual variations in response to medication; side effects or adverse reactions to medication that fall within the known risk profile of the prescribed treatment; any outcome that is within the range of clinically expected results;
• AI and Technology: Any information, guidance, or recommendations provided by WellnessAI or any other automated system; any decision you make based on AI-generated content; any malfunction, error, or inaccuracy in AI systems, wearable devices, health monitoring technology, or digital platforms; data loss, corruption, or breach affecting third-party technology providers;
• Third Parties: The acts, omissions, products, or services of any third party, including but not limited to: pharmaceutical manufacturers and their products; medical device manufacturers; laboratory and diagnostic providers; delivery and courier services; technology and software providers; your general practitioner or other healthcare providers; your private medical insurer;
• Insurance and Payment: Your insurer's decision to approve, deny, limit, delay, or claw back reimbursement for any service; any dispute between you and your insurer; your failure to verify insurance coverage prior to receiving services; your failure to pay amounts due;
• Delay and Access: Any delay in accessing services, including delays caused by high demand, staffing constraints, or prioritisation of clinical urgency; any delay in responding to messages or queries; the non-availability of specific clinicians or practitioners;
• Consequential Loss: Any indirect, special, incidental, consequential, punitive, or exemplary damages, including but not limited to: loss of income, earnings, or profits; loss of business or business opportunity; loss of anticipated savings; loss of data; loss of goodwill or reputation; emotional distress, anxiety, or psychological harm (except where directly caused by our proven gross negligence); any other loss or damage that was not reasonably foreseeable at the time of enrolment.

13.3 Assumption of Risk

You acknowledge and accept that:

• All medical treatments, including GLP-1 therapy, carry inherent risks which have been explained to you and which you accept by enrolling in the Programme;
• Weight management outcomes vary significantly between individuals and no specific results are guaranteed;
• The occurrence of known side effects does not constitute negligence, breach of contract, or grounds for any claim against The Wellness;
• Telehealth services have inherent limitations compared to in-person care, which you accept by participating in a telehealth-based programme;
• You voluntarily assume all risks associated with your participation in the Programme, including risks that are not specifically identified in these Terms.

13.4 Limitation of Damages

In the unlikely event that The Wellness is found liable for any matter arising under or in connection with these Terms (notwithstanding the exclusions above), our total aggregate liability shall be limited to the lesser of: (a) the direct costs of remedying the specific issue giving rise to the claim; or (b) the Programme Fees actually paid by you in the three (3) months immediately preceding the event giving rise to the claim. This limitation applies to the fullest extent permitted by law and represents the maximum liability of The Wellness under any circumstances.

13.5 Time Limitation on Claims

Any claim arising under or in connection with these Terms must be notified to The Wellness in writing within six (6) months of the date on which you became aware (or ought reasonably to have become aware) of the circumstances giving rise to the claim. Failure to notify within this period shall constitute an absolute bar to any claim.

13.6 Comprehensive Indemnity

You agree to indemnify, defend, and hold harmless The London Wellness Clinic Ltd, its parent companies, subsidiaries, affiliates, directors, officers, employees, agents, contractors, successors, and assigns (collectively, the "Indemnified Parties") from and against any and all claims, demands, actions, suits, proceedings, losses, damages, liabilities, costs, and expenses (including reasonable legal fees and costs of investigation) arising from or in connection with:

• Your breach of any term, condition, representation, or warranty contained in these Terms;
• Your negligent, reckless, or wrongful acts or omissions;
• Any misrepresentation or fraud committed by you;
• Your failure to comply with any applicable law or regulation;
• Any claim by a third party (including your insurer, family members, or dependents) arising from your participation in the Programme;
• Any claim arising from your use of medication in a manner inconsistent with the prescribed instructions;
• Any claim arising from your sharing of medication with third parties.

This indemnity shall survive the termination or expiry of these Terms and your participation in the Programme.

13.7 Force Majeure

The Wellness shall not be liable for any failure, delay, or interruption in performing our obligations where such failure, delay, or interruption results from circumstances beyond our reasonable control ("Force Majeure Event"), including but not limited to: acts of God, natural disasters, or extreme weather; pandemic, epidemic, or public health emergency; war, terrorism, civil unrest, or government action; medication or supply shortages; telecommunications, internet, or infrastructure failures; strikes, labour disputes, or industrial action; cyberattacks or security breaches affecting third-party systems; regulatory changes or enforcement action. During a Force Majeure Event, our obligations shall be suspended without liability, and we may modify service delivery as reasonably necessary.

13.8 No Waiver of Limitations

The limitations and exclusions in this Section 13 are fundamental to the basis on which The Wellness provides its services and have been reflected in the pricing of the Programme. You acknowledge that without these limitations, The Wellness would not be able to offer the Programme at the current price point. Any failure by The Wellness to enforce any limitation or exclusion shall not constitute a waiver thereof.

13.9 Survival

The provisions of this Section 13 shall survive the termination or expiry of these Terms, howsoever caused, and shall continue to bind you and your estate, heirs, executors, administrators, successors, and assigns.

14. Data Protection

Your health information is processed in accordance with UK GDPR and the Data Protection Act 2018. We collect and process your data to: assess your suitability for treatment; provide ongoing clinical care; fulfil our regulatory obligations; communicate with you about your Programme; process payments and billing; submit claims to your insurer (where applicable); and maintain clinical records as required by law.

Your medical records will be retained for a minimum of 8 years following your last treatment, in accordance with medical record-keeping requirements. Full details are set out in our Privacy Policy.

15. General Provisions

15.1 Entire Agreement

These Terms, together with our Privacy Policy and any documents expressly referred to herein, constitute the entire agreement between you and The London Wellness Clinic Ltd.

15.2 Amendments

We may amend these Terms from time to time. Material changes will be notified to you at least 30 days in advance. Continued use of the Programme following notice constitutes acceptance of amended Terms.

15.3 Assignment

We may assign or transfer our rights and obligations under these Terms to a third party, provided this does not adversely affect your rights. You may not assign your rights without our written consent.

15.4 Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

15.5 Waiver

Failure to enforce any provision of these Terms shall not constitute a waiver of that provision.

15.6 Third Party Rights

These Terms do not confer any rights on any third party under the Contracts (Rights of Third Parties) Act 1999.

15.7 Governing Law

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

16. Complaints

If you are unhappy with any aspect of our service, please contact us:

• Email: complaints@thewellnesslondon.com
• Phone: 020 3951 3429
• Post: The London Wellness Clinic Ltd, 10 Portman Square, London W1H 6AZ

We will acknowledge your complaint within 3 working days and aim to provide a full response within 20 working days.

Appendix A: Service and Billing Schedule

A1. Programme Inclusions

A2. Occupational Therapy Rate Card

A3. Additional Clinical Services Rate Card

— END OF TERMS AND CONDITIONS —