CANCELLATION POLICY

For the purpose of all our terms and policies, the terms “consultation(s)”, “session(s)” and “appointment(s)” may be used interchangeably. 

1.THE SIMPLYWEIGHT ONLINE PLAN or SIMPLYWEIGHT APP

1.1 If you become a paid member of our “Simplyweight Online Plan”, “Simplyweight App”, “Online Plan” or the “App”, you have a short “cooling off period” when you have the right to cancel your plan for a full refund.

1.2 The right finishes 14 calendar days after enrolling OR after completing your initial medical questionnaire OR after using any of the features of your online plan/app – whichever occurs first. Following the termination of your right to cancel, you will not be entitled to any partial or full refund. You may however cancel your plan through your app settings to avoid further charges. Once cancelled on your end, your plan will remain active until the end of the current billing cycle, whether this is a year or a month. 

1.3 You may cancel directly via the app on your billing page. Please note that when you cancel your membership or switch between monthly or yearly memberships, the change will only take effect at the end of your current billing cycle. For example, your current billing cycle renews on 20th June and you decide to cancel your membership on 10th June. This means you will be able to access your account until 20th June and will not be charged further. You can change your mind and reverse the cancellation at any time before the end of your current billing cycle.

1.4 It is not possible to pause your Online Plan so we recommend cancelling the service for any period where you’re unable to use it. You can rejoin later with the same email and have your stats retained for you where possible. 

1.5 Any feature or content of the app/Online Plan may be edited, retired or replaced at any point in time, at the sole discretion of the Simplyweight Team. We encourage all members to make full use of all available app features during their membership. We do not refund or credit for partially used or unused memberships or billing cycles. 

2.CONSULTATIONS (IN-PERSON OR VIRTUALLY)

2.1 For clinical Consultations all bookings are initially provisional and can only be confirmed when payment is made. With high demand we strongly suggest confirming your Consultation sooner than later so you don’t lose it.

2.2 You will be able to cancel your Consultation for a full refund up to 48 hours before your arranged time. We will also be able to reschedule your Consultation at no extra cost if cancelled within this time frame.

2.3 If you cancel between 24 and 48 hours before your Consultation time you will be entitled to a 50% refund. This is because our rooms are booked in advance.

2.4 If you cancel within 24 hours of your slot or on the day of your Consultation then unfortunately we will not be able to offer you any refund. By cancelling at the last minute neither our team nor our specialists will be able to provide that slot to someone else who is in need of help.

2.5 We would not be able to reschedule an Consultation cancelled within 48 hours and a new booking would need to be made at the normal fee.

2.6 We do not refund or credit for any missed consultations/sessions and these will be charged in full.

3.BESPOKE CLINICAL PLANS & CONSULTATION BLOCKS 

Our clinical plans/packages are generally for 3 months but length may vary due to individual requirements. These bespoke plans may involve the input of our doctors, dietitian/nutritionist team and simpeace emotional wellness coaches. Other specialist input may be required depending on your unique needs. A patient may only join a bespoke plan following an Initial Consultation (either in-person or virtually) and the plans offered will be deemed suitable for that patient.

Bespoke plans may involve the use of weight loss medications. 

3.1 Cancelling your Plan

• All clinical packages have a cooling-off period of 14 days during which you will be able to cancel your package providing you haven’t consulted with any team member (doctor, dietitian/nutritionist or Simpeace coach) either in person or online or engaged in any virtual support features (including Instant Messaging support and E-consults).
• We do not offer any refund or credit for plans that are cancelled mid-way through, after the cooling off period is over. 
• In exceptional cases, for example if a patient is seriously unwell physically or mentally, we may consider allowing an early termination of your plan. In cases, we only offer a partial refund or credit for any unused time remaining on the plan. This is irrespective of whether the services were fully utilised prior to the cancellation request.
• To be eligible for consideration, we must have received an email detailing any exceptional circumstances, including evidence such as a doctor’s note. The patient must make reasonable effort to inform the team of such exceptional circumstances at the time of occurrence.
• Simplyweight reserves the right to reject exceptional circumstances presented in retrospect (more than 2 weeks ago) or presented without sufficient evidence.
• We do not refund or credit for any missed consultations/sessions and these will be charged in full.
  
  

3.2 Pausing & resuming your Plan

• In exceptional cases, such as the patient being seriously unwell physically or mentally, we may allow for a patient to pause their plan for up to 3 months. This is decided on a case by case basis and is solely at our team’s discretion. 
• To be eligible for consideration, we must have received an email detailing any exceptional circumstances, including evidence such as a doctor’s note. The patient must make reasonable effort to inform the team of such exceptional circumstances at the time of occurrence.
• Simplyweight reserves the right to reject exceptional circumstances presented in retrospect (more than 2 weeks ago) or presented without sufficient evidence.
• You must resume your consultations and services included in the bespoke plan within this 3 month period. If the plan is not resumed within this period and we are unable to reach you or hear from you, we reserve the right to end that particular plan. If you then wish to join again, this would be on a new plan. 
• We are unable to process partial or full refunds to patients who miss out on any part of their plan due to lack of engagement or attendance.
• Weight loss results vary from person to person and depend on numerous factors including but not limited to: level of patient engagement and adherence to the guidance given, unforeseen effects of any underlying medical conditions or newly developed or diagnosed conditions etc. Simplyweight cannot guarantee any fixed percentage of weight loss achieved during the period of my plan. We do not offer any refunds on the basis of amount of weight lost during a plan.

   

3.3 Rearranging Consultations/Sessions in your Plan

• Full details of the plan you intend to join will be sent to you before we take any payment. You will be able to see your (generally 3 month) journey split into phases and what you can expect in each phase. There is some degree of flexibility within each phase for you to rearrange consultations if required.
• However, the total length of the plan will not exceed what is stated in your plan and all consultations and support services must be utilised during this time. We will remind you of any outstanding consultations but it is your responsibility to make sure you book and use them in time. If for any reason you do not take up some of the features outlined in your initial package we will not be able to provide any refund for these. It is in everyone’s best interest to make full use of our services during this time and stay engaged with the plan as much as possible so that you get the results you desire.
• For patients on a clinical plan, consultations/sessions may be rearranged at no cost for up to 48 hours prior to the consultations/sessions time. Any cancellations made within 48 hours may be subject to a 50% cancellation fee, particularly if the consultation/session was at a physical clinic.

   

3.4 Block Consultations or Sessions

• Block consultations or sessions may be booked for weight management. This can be with the doctor, dietitian/nutritionist or Simpeace coach. 
• All Block Consultations or Sessions must be utilised and attended within the specified time frame. This may be done in-person or virtually. For blocks of 6, this is 3 months. For blocks of 12, this is 6 months. 
• A grace period of 3 extra months may be allowed for any patient who is unable to attend a consultation/session for any reason such as illness, holiday etc. After this 3 month extension, we will be unable to rearrange or book any pending consultations/sessions or offer a partial or full refund for them. In this case, a new consultation or session block would need to be booked.
• Consultations/sessions may be rearranged at no cost for up to 48 hours prior to the consultation/session time. Any cancellations made within 48 hours may be subject to a 50% cancellation fee, particularly if the consultation/session was at a physical clinic. 
• We do not refund or credit for any missed consultations/sessions and these will be charged in full.

   

4.MEDICATIONS 

Bespoke plans may be offered with medications including, but not limited to: Saxenda, Ozempic, Orlistat. Medications may also be ordered after completing our online medical questionnaire, which will be reviewed by a GMC registered doctor. Please note that The London Obesity Clinic does NOT manufacture any of the medications offered. All medications we offer are dispensed by a UK licensed pharmacy.

4.1 Efficacy & side effects

• Unwanted side effects can occur when taking any medication. We are unable to offer any refund if you’re experiencing side effects from any medication, regardless of whether the side effect(s) are listed by the manufacturers, the UK regulatory body (MHRA) or not. 
• You will be sent and asked to read through the Patient Information Leaflet for your medication, so that you can be aware of the common side effects.
• You are responsible for providing accurate answers during our health screening process (whether in-person, virtually or using our medical questionnaire) to assess your suitability for the medication. If you feel unwell at any time during the course of taking your medication, you must stop taking the medication immediately and contact your GP. In case of serious symptoms such as shortness of breath, chest pain etc. please go to your nearest emergency services.
• We will be unable to accept a return or provide a refund if the medication turns out to be unsuitable for you at any point. This is why we offer starter packs for those who have not tried the medication before. However, it is impossible to predict how any individual will respond to a medication.
• You are not entitled to a refund if the medication doesn’t meet your expectations or you do not lose the desired amount of weight.

   

4.2 Refunds & returns 

• Once payment has been made for the medication, the order will be placed and the medication will be labelled and prepared specifically for you. We will be unable to use this medication or have it sent out to anyone else. Therefore once payment has been made for your order, we will not be able to offer any refund, full or partial.
• Once we receive payment for your order, you will not be able to cancel it, return your medication at any point following this, or be entitled to a refund. Prescription only medication cannot be refunded or returned due to the legislation around the sale and supply of medicines.

   

Please note that after payment is made for your medication, your order will be considered as placed. By ordering medication from The London Obesity Clinic, you are agreeing to the purchase after making an conscious and informed decision that the efficacy may not meet your exceptions and that there may be side effects which you experience that are not listed, and agree that The London Obesity Clinic will not be liable to issue any refunds if the medication does not provide your desired weight loss results or produces any side effects, whether or not they are listed or by the manufacturers in the patient information leaflet or elsewhere.

4.3  Delivery

• It is the responsibility of the patient to provide us with the correct delivery address and ensure that they or someone they trust is available to receive the medication, to preserve its efficacy. 
• If no one is in, Royal Mail/DPD/other courier service is expected to leave a card (and/or notify via text or email) and take your parcel to their depot. Please view the card/text/email for details on how to collect your medication or arrange a redelivery to receive it within 48 hours. You should receive and refrigerate the medication, if appropriate, within 48 hours as this is how long it is expected to last in the temperature controlled packaging provided by the pharmacy. It is your responsibility to collect or rearrange delivery within the given time frame.
• Please note that any time slot you get sent by the courier (e.g. Royal Mail, DPD etc.) is only a guideline and not a strict delivery window. It is important that you or someone else is available at all times during the day of delivery in case they are early or later than expected.
• We are not liable to refund any medication that is returned to the partner pharmacy due to unsuccessful delivery attempts. This is because legally the pharmacy has to dispose of the medication once they receive it. Even if unopened or unused, the medication cannot be recycled.
• We are not liable to refund any medication that is not fit for use due to not being collected in time or stored in appropriate conditions.
• Depending on the pharmacy dispensing your medication, you may receive a 4-digit pin code from DPD which you must show to the delivery driver in order to receive your medication. Please note that it is your responsibility to show the correct pin code to the delivery driver and if someone else is collecting on your behalf, you need to make sure they have the right pin code. Simplyweight will not be liable for any non-deliveries resulting from an incorrect pin code being given.
• It is also the recipient’s responsibility to let Simplyweight know immediately as soon as there is any issue with delivery. This is particularly important as medications are perishable goods. Simplyweight is not liable for damages or expected to provide any refund when the recipient has not notified us of the problem in time (i.e. letting us know too late for a potential redelivery or after the medication is already unusable) as this does not provide any opportunity for us to address the problem.

4.4 Faulty or incorrect product 

• If you have received the wrong product, please contact us at [email protected] no later than 24 hours after delivery and we will investigate the matter.
• If you have received a faulty or damaged device then please contact us at [email protected] immediately, and no later than 24 hours after delivery and we will investigate the matter. 

Please do not return any medication back to us unless we request it from you in writing. Legally we are obliged to dispose of the medication once it’s received by us, and we will not be liable to refund any medication sent back without us asking.