Terms of service.
1. Who we are
"The Weight Clinic" is the patient-facing trading name of Salaam Health Ltd, a private limited company registered in England and Wales (company number 11452647). Our registered office is Devonshire House, 582 Honeypot Lane, Stanmore, HA7 1JS, United Kingdom. References in these terms to "we", "us" or "our" mean Salaam Health Ltd.
Medications are prescribed by UK-registered clinicians who are Independent Prescribers, and dispensed by our own pharmacy, North Harrow Pharmacy, 509 Pinner Road, North Harrow, Harrow HA2 6EH (GPhC registration 1034996). Our Superintendent Pharmacist is Andrew Lane (GPhC 2027876).
2. About these terms
These terms apply to your use of the website at theweightclinic.co.uk and any related services we provide. By starting a consultation, placing an order, or creating an account you agree to be bound by these terms together with our Privacy Policy and Cookie Policy.
We may update these terms from time to time. We will give you reasonable advance notice of any changes that materially affect your rights, and the latest version will always be available at this URL.
3. The service we provide
We offer remote pharmacy services to adults living in the United Kingdom who may benefit from MHRA-licensed GLP-1 weight management injections (Mounjaro / Wegovy). The service consists of: (a) an online clinical consultation, (b) a clinical review by a UK-registered clinician, (c) identity verification (through Stripe Identity, with a photo-ID re-check by your prescriber), (d) a video consultation with an Independent Prescriber before any first treatment is approved, and (e) dispensing and delivery of approved medication from our UK pharmacy.
We are not an emergency service. If you are experiencing a medical emergency, call 999 or attend your nearest A&E. For urgent but non-emergency clinical advice, call NHS 111.
4. Eligibility to use our service
To use this service you must be at least 18 years old, ordinarily resident in the United Kingdom, and able to provide accurate and complete information about your health and medical history. We do not prescribe to patients under 18 or to patients ordinarily resident outside the UK.
You must be registered with a UK GP or have an appointment to register with one. As a condition of treatment, you consent to us informing your GP when treatment is prescribed, and to our prescriber viewing relevant information in your NHS record via the National Care Records Service as part of your clinical assessment. These consents are captured when you submit your questionnaire and can be managed in your patient portal.
5. Clinical assessment and approval
All treatments are subject to clinical assessment by our clinician. We may decline to prescribe at any stage if we consider treatment is not clinically appropriate for you. Reasons for declining may include (without limitation) a body mass index outside the licensed range, a contraindicating medical condition, an interacting medication, an unverified clinical history, or any other clinical concern.
You agree to provide accurate, complete and truthful information during your consultation. Providing inaccurate or incomplete information may put your health at risk and may invalidate any treatment we provide.
6. Payments, refunds and returns
Prices are shown in GBP. Tracked UK delivery is charged separately on each order and is shown clearly at checkout before you pay. Payment is processed by Stripe, our payment processor. We do not store full card details on our own systems. Payment is taken when you place your order; your order is then subject to clinical approval.
Before dispatch — if we decline treatment. If our prescriber declines treatment at any stage, your payment is refunded in full — you pay nothing for a consultation that does not result in approved treatment.
Before dispatch — if you cancel. You may cancel your order yourself at any time before dispatch. Email [email protected] with "Cancel my order" and your order number, or message us in your patient portal. What we refund depends on whether a consultation appointment has been booked:
- In most cases we refund your payment in full. That includes where you never booked a consultation, where you cancelled or rearranged your appointment with more than 24 hours' notice, and where the consultation went ahead.
- If you cancel a consultation appointment with less than 24 hours' notice, or you do not attend it, we refund your payment less £25. An appointment reserves a specific time with a prescriber which we hold for you and cannot offer to another patient. At short notice we cannot fill it, so the £25 reflects the clinician time that was set aside and then lost. Rearranging your appointment is not a cancellation, and we never apply this charge to an appointment that we cancelled or moved. Where the total you paid is less than £25, we retain no more than the amount you paid.
Refunds are returned to your original payment method and typically appear within 5–7 working days. We confirm the amount refunded by email at the time we process it. Nothing in this section affects your statutory rights.
After dispatch — no refunds, exchanges or returns. Once your medication has been dispatched, we cannot offer a refund, exchange or return. Prescription medicines are exempt from the usual 14-day distance-selling cancellation right under the Consumer Contracts Regulations 2013, and for reasons of health protection and medicines safety we cannot accept dispensed medicines back into stock or resupply them to anyone else. Please make sure your order, dose and delivery details are right before dispatch — we are happy to help if you are unsure.
Faulty, damaged or incorrect items. The exception is where an item is faulty, damaged in transit, or not what was prescribed. If you believe this applies, do not use the item. Email [email protected] with "Faulty item" in the subject line, your order number, and photographs of the item, its packaging and the batch number. We will investigate promptly, including raising the matter with the manufacturer or supplier where appropriate, and where a fault is confirmed we will provide a replacement or, where a replacement is not possible, a refund. Nothing in this section affects your statutory rights in respect of goods that are faulty or not as described.
7. Your account
You are responsible for keeping your account credentials secure. You must not share your login or allow anyone else to access your medical record. If you believe your account has been accessed without authorisation, contact us immediately at [email protected].
8. Prescribing standards
Our prescribers operate to the standards set by the General Pharmaceutical Council and follow the relevant Royal Pharmaceutical Society and MHRA guidance for weight management prescribing. Prescribing decisions are recorded in an immutable audit log.
9. Your responsibilities while on treatment
You must follow the dosing schedule and storage instructions provided. You must report any suspected side effects to us and via the MHRA Yellow Card scheme. If your circumstances change in a way that affects your suitability for treatment (new medication, new diagnosis, pregnancy, etc.), you must tell us before your next supply.
10. Using our service properly
Medicines we supply are prescribed for you personally. You must not sell, share, give away or otherwise supply them to anyone else, including family members, and you must not offer them for resale. Doing so is unsafe and may be a criminal offence.
You must also not: give false or incomplete information in a consultation or questionnaire; hold more than one account, or use someone else’s; place an order on behalf of another person without telling us; attempt to obtain a medicine you have already been advised against; or use our service in a way that interferes with it or with other patients’ use of it.
Please dispose of used needles and pens safely in a sharps bin and never in household waste. Ask us if you need advice on obtaining one.
11. Where a medicine is used outside its licence
Occasionally a prescriber may recommend a medicine, or a way of taking it, that falls outside the terms of its UK marketing authorisation — for example when moving between treatments. This is lawful and common in clinical practice, but it is your prescriber’s decision and your choice. Where it applies we will tell you clearly, explain why, and ask you to confirm you understand before we supply. We will not supply on that basis without your explicit consent.
12. Delivery
We deliver to addresses in the United Kingdom only, and we cannot deliver to PO boxes. Delivery timescales given at checkout or afterwards are estimates and are not guaranteed; they depend on our carrier.
It is your responsibility to give us a complete and accurate delivery address and to make sure someone can receive the parcel. If a delivery fails because the address was wrong or nobody was available, we will try to arrange redelivery, and we may charge again for postage where a parcel is returned to us undelivered. Responsibility for the medicine passes to you when it is delivered to the address you gave us.
13. Suspending or closing your account
You may close your account at any time by asking us. Closing your account does not delete your clinical record, which we are required to keep — see our Privacy Policy.
We may suspend or close your account, and decline to supply you in future, if you breach section 10, if we reasonably believe information you have given us is false, if continuing to supply you would in our clinical judgement be unsafe, or if you behave abusively towards our staff. Where we do this we will tell you why unless there is a safeguarding or legal reason not to, and we will refund anything you have paid for treatment not yet supplied.
14. Liability
Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, for any breach of your legal rights in relation to the goods or services we supply, or for any matter for which liability cannot be lawfully limited under English law. Subject to that, we are not liable to you for any loss or damage that is not a reasonably foreseeable result of our breach.
In particular, and again subject to the paragraph above, we are not responsible for loss or damage arising because you gave us incomplete or inaccurate information, because you did not follow the dosing, storage or safety instructions we provided, or for any business loss — we supply to consumers for personal use only.
15. Your responsibility to us
If we suffer loss because you have breached section 10 — for example by supplying a medicine we dispensed to you on to someone else, or by giving false information in a consultation — you agree to reimburse us for that loss. This does not affect your rights as a consumer, and we will not seek to recover anything from you for an honest mistake.
16. Events outside our control
We are not liable for a delay or failure to perform caused by something outside our reasonable control — including manufacturer or wholesaler supply shortages, carrier failures or industrial action, severe weather, fire or flood, epidemic or pandemic, failures of telecommunications or power, and acts of government or regulators. If such an event happens we will tell you as soon as we can and our obligations are suspended for as long as it lasts. If it goes on for more than 30 days, either of us may cancel the affected order and we will refund anything paid for treatment not supplied.
17. Our content
The content of this website — including our text, guides, images, branding and logos — belongs to us or is used under licence, and is protected by copyright and trade mark law. You may read it and print or save a copy for your own personal use. You may not republish it, use it commercially, or present it as your own. Brand names of medicines belong to their manufacturers and are used here only to identify those products.
18. Complaints
If you have a concern about your care or our service, please see our Complaints Procedure. We aim to acknowledge a complaint within 2 working days and to give you a full response within 20 working days; if we need longer we will tell you why and when to expect a reply. If you are not satisfied with our response you may raise the matter with the General Pharmaceutical Council, which regulates our pharmacy, or seek advice from Citizens Advice.
19. Changes to these terms
We may update these terms from time to time, for example to reflect a change in the law, in regulatory guidance, or in how our service works. The version published on this page at the time you place an order is the version that applies to that order. We will give you reasonable advance notice of any change that materially affects your rights, and the current version will always be available at this URL with the date it was last updated.
20. General
If part of these terms cannot be enforced. If a court finds any part of these terms unlawful or unenforceable, the rest continues to apply.
Delay is not a waiver. If we do not insist that you do something you are required to do under these terms, or delay in taking action against you, that does not prevent us from doing so later.
Transferring this agreement. We may transfer our rights and obligations under these terms to another organisation — for example if our business is sold. We will tell you in writing at least 14 days beforehand, and it will not affect your rights. You may not transfer your rights or obligations to anyone else without our written agreement, because our service is provided to you personally.
Nobody else has rights under this agreement. These terms are between you and us. No other person has a right to enforce any of them.
The whole agreement. These terms, together with our Privacy Policy, Cookie Policy and Returns & Refunds page, are the entire agreement between us about your use of our service. Nothing here affects your statutory rights as a consumer.
21. Governing law and jurisdiction
These terms are governed by the laws of England and Wales. Any dispute arising from these terms or your use of our service will be subject to the exclusive jurisdiction of the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in the courts there.
22. Contact
Salaam Health Ltd, Devonshire House, 582 Honeypot Lane, Stanmore, HA7 1JS. Email: [email protected].