Customer Terms and Conditions - Weight Loss Service

Information about us and our services

We’ve provided a simple summary below. For detailed legal information, please read the full text below the summary section.

Medicspot offers a weight loss service, which includes non-clinical programme support and a digital platform. All medical assessment, prescribing and dispensing are provided by The Independent Pharmacy (“TIP”). It’s important to give accurate health information, follow medication directions, and tell your GP about any new prescriptions, including those from TIP. TIP aims to process orders within 24 hours on weekdays and 48 hours on weekends, but please be patient if there are delays. If required, please promptly respond to requests for further information needed to prescribe and dispense your order, as this may delay dispatch of your treatment. Orders cannot be cancelled and medications cannot be returned once approved and dispatched (by law, prescription medicines are exempt from the standard cooling-off rights). Subscriptions renew every 28 days until you cancel, and by completing your purchase you authorise recurring payments.

All services are provided as follows: Outcome Diagnostics Ltd (trading as Medicspot, company no. 13190700, registered office: 71-75 Shelton Street, London WC2H 9JQ) provides the website and non-clinical customer support. The Independent Pharmacy (ABSM Healthcare Ltd, company no. 08515600, GPhC 9011543, registered office: Units 19-20 Bonville Business Centre, Dixon Road, Bristol BS4 5QR) provides clinical assessment, prescribing, dispensing and delivery.

By purchasing our services, you acknowledge and agree to all terms in these terms and conditions.

Pharmacy and clinician registration

The clinicians engaged by TIP are registered in the UK with the General Pharmaceutical Council and are qualified to prescribe medications online. They are responsible for the prescriptions they issue. Unless stated otherwise at the time of purchase, pharmacy medicines are supplied and operated by The Independent Pharmacy, who are owned and operated by ABSM Healthcare Ltd, registered office: Units 19-20 Bonville Business Centre, Dixon Road, Brislington, Bristol, BS4 5QR, company number 08515600, and registered with the General Pharmaceutical Council, number 9011543. Contact: support@theindependentpharmacy.co.uk, phone: 0333 2200 519.

The current registered Superintendent Pharmacist is Mr Ant Boysan BPharm (GPhC No. 2047716). TIP’s prescribers include:

Daniel Hurley, Registration number: 2078790

Donald Grant, Registration number: 3058367

Steve Stoddart, Registration number: 2050449

Robert Green, Registration number: 2218262

James Prewett, Registration number: 2211295

Kwangjae Chi, Registration number: 2212920

You can check TIP’s registration and pharmacists’ information on the GPhC website.

You must be between 18 and 75 years of age to use this service. Our service can only be provided to patients resident in the UK. We cannot issue medication outside of this area, and we reserve the right to cancel submissions if you are located outside the UK or if you have provided us with a forwarding address.

To buy medication through the Medicspot platform, you’ll first complete a medical assessment. Once approved, your prescription and supply are fulfilled by TIP), our licensed pharmacy partner. By registering with Medicspot, you confirm that your personal data is true, current, and complete. You agree not to register more than once, not to register or fill out forms for anyone else, to follow the instructions for each medicine, and to tell TIP about any new prescriptions or changes to existing ones. If they change, update your registration details by emailing or via your online account once created.

When you register and complete your medical assessment, your clinical record is created and held by TIP, who are responsible for prescribing and clinical governance. Medicspot (Outcome Diagnostics Ltd) also securely stores a copy of this record to support your weight loss programme, handle customer queries, and ensure continuity of care. Medicspot and TIP act as independent data controllers. Each party is responsible for its own processing of your personal data and will provide a clear privacy notice outlining its respective responsibilities, in accordance with Article 26 of the UK GDPR. Clinical records are retained by both parties in line with professional and legal record-keeping standards (typically for a minimum of eight years after your last consultation, or longer if required by law). For full details of how each organisation processes and retains your data, please see Medicspot’s Privacy Policy and TIP’s Privacy Policy.

You will need to complete a medical questionnaire to assess your suitability for prescription based medication services, as well as your preference for treatment options if available. It is important that this questionnaire is completed by you and for your personal treatment only, and that you answer fully and honestly at each stage. The information given will be used to assess your suitability for treatment, and incorrect or false information could risk your health and wellbeing.

Our agreement with you

When you order medication via the Medicspot platform, TIP reviews your assessment, prescribes where appropriate, and supplies your medication directly. A registered prescriber at TIP may contact you if they have follow up questions. Their prescribers can accept or decline orders based on their review of your questionnaire and NHS Summary Care Record. Medicspot facilitates the ordering and payment process but does not itself prescribe or supply medicines. If the medicine is not suitable, you will be notified, and a refund will be issued within ten working days for any undelivered medication.

TIP’s prescribers aim to respond within 24 hours on weekdays and 48 hours on weekends after receiving your completed questionnaire and payment. These timelines are guidelines and cannot always be guaranteed.

You have an obligation to maintain your personal information and medical information where applicable, and to provide information fully and honestly. We use this information to provide the weight loss service we offer, and incomplete, incorrect or falsified information could lead to a risk to your health and wellbeing or to delays in receiving the service purchased.

We can only provide the services in accordance with these terms if you provide us with the information we need to provide our services. You should make sure that:

• any information you give to us is accurate and in English;
• if you have any concerns about the information we provide you or any information on the Site, you seek further medical advice;
• you follow any instructions regarding the use of any medicines or healthcare products we recommend or prescribe (including in respect of use-by dates);
• Rights to accept, reject, or cancel orders & payment information

 

By placing an order, you agree to an assessment of your suitability for medicines. You will not have the right to cancel your order under consumer protection laws, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, because prescription-only medicines are exempt from the standard 14-day cooling-off period.

By law, orders for prescription medications cannot be cancelled or returned once placed. This is because medicines are personal to you and may deteriorate or cannot be reused safely. Please double-check your details before ordering. Medicspot may consider cancellation requests at its discretion, but orders are typically non-refundable. You may cancel future renewals at any time (see below) but we cannot refund or cancel any shipment once a prescription is approved and dispatched.

The Medicspot weight loss plans, which include prescription medication, are billed every 28 days on a rolling subscription to prevent treatment gaps. Subscriptions renew automatically every 28 days until you cancel. By completing your purchase, you authorise recurring payments every 28 days unless you cancel your subscription. You can cancel your subscription anytime, but orders cannot be cancelled or refunded once payment is taken because they are immediately sent to TIP. You will be notified of upcoming payments in advance, and will need to complete a follow up assessment each month in order to have your next treatment dosage dispatched to you. Currently, prescription medications do not attract VAT, so no VAT will be charged as part of your subscription. You can cancel your subscription by contacting us at help@medicspot.co.uk . The subscription price may change; we will inform you via email in advance. If you do not wish to continue at a new price you may cancel before the next billing date.

A subscription does not guarantee that a prescription will be issued. All prescribing decisions are made by a qualified clinician based on medical suitability, and no outcome or clinical benefit is guaranteed. TIP may reject orders. In such cases, you will be refunded for any undelivered medication.

We reserve the right to cancel your subscription and not supply you with any further medication or products if you notify us of any significant side effects or adverse change in your medical condition, and we shall cancel your subscription if you inform us that you do not wish to receive further medication.

We reserve the right to modify or discontinue any product or service. Where changes materially affect your ongoing subscription or rights, we will provide at least 14 days’ notice and the option to cancel before the next billing date.

As part of your programme, should you be successfully prescribed to we will enrol you with our refer a friend scheme, the separate terms and conditions of which can be found here. Should you wish to opt out of this scheme, please contact us at help@medicspot.co.uk.

Medication guarantee

We understand how important it is to stay consistent with your treatment. Our medication guarantee means that, once you’ve started your Medicspot weight loss programme, we’ll prioritise your prescription and make every reasonable effort to ensure you always have access to your medication.

This guarantee does not override the clinical judgment of prescribers or cover national manufacturer shortages. It applies only to active subscribers whose treatment remains clinically appropriate.

In the event of a temporary supply issue, we will:
a) Notify you promptly and provide regular updates;
b) Offer an equivalent clinically appropriate alternative where available; and
c) Ensure you are not charged for any period in which you are unable to receive treatment.

This guarantee applies only to patients with active subscriptions who complete their assessments and payments on time.

This guarantee does not cover supply interruptions outside our reasonable control, including manufacturer shortages or regulatory delays, but we will take all reasonable steps to resolve such issues quickly. If a parcel is lost in transit or unduly delayed, we will arrange a replacement or refund as appropriate.

Disclaimers

Medicspot is not responsible for delays outside its control. If there is a delay in the supply of medicine due to external factors, Medicspot will contact you and try to minimise the delay, but Medicspot is not liable for such delays.

All medication is delivered via tracked courier services, and you will have your tracking information shared with you once your medication order has been approved and dispatched to you. Responsibility for the medicine transfers to you upon confirmed delivery. TIP remains responsible for safe packing and dispatch in accordance with GPhC and MHRA cold-chain standards.

There may be instances where your delivery is delayed due to circumstances out of our control. We cannot assume responsibility for these delays, but we will do everything we can to ensure that the best service is provided to you. If your delivery has been delayed by more than 7 days post dispatch, please contact us at and we will resolve this with you. Your statutory rights to receive your products or a remedy are not affected. For safety reasons, TIP cannot accept returned medicine. If you wish to dispose of unwanted medicine, TIP can advise on safe disposal.

Please ensure that no one else has access to any medicines TIP provides to you and that any medicines prescribed in advance are not used beyond their expiry date. Also, please tell TIP if you experience any side effects.

You are responsible for checking that the medicine is the correct medicine prescribed and that such medicine is not damaged in any way. Do not consume any medicine which is not the medicine prescribed or which is damaged on arrival. Should this happen, please contact us at help@medicspot.co.uk and we will resolve this with you. Always read all product packaging and labels carefully before use.

All product information is for educational purposes and we make no assurances or guarantees as to its completeness, accuracy, or whether it is up to date.

In the event of a medical emergency, call a doctor or 999 immediately.

Should you have a complaint about any aspect of the service, please email us at help@medicspot.co.uk and we will aim to resolve your complaint with you as quickly as possible. Please note, depending on the nature of the complaint, we may need to liaise with our Pharmacy partner to fully resolve. For pharmacy or medication-related complaints you can also contact the General Pharmaceutical Council (GPhC). To report side-effects, use the MHRA Yellow Card scheme. For data protection concerns, you may contact the ICO.

Governance

These terms and conditions, their subject matter and formation, are governed exclusively by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction save that if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.

These terms and conditions and any document expressly referred to in them constitute the whole agreement between us in relation to this programme and supersede all previous discussions, correspondence, negotiations, previous arrangement, understanding or agreement between us relating to the use of our Site. We may transfer our rights and obligations under these Terms to another organisation. We also retain the right to change and update these terms and conditions at any time.

If any of these Terms are found by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.