Website terms and conditions

1. About these terms and who we are

1.1 These terms and conditions (“Terms”) apply to your use of mealign.com and any mealign app (together, the “Site”) and to any assessments, tests, consultations, treatments and products (“Services” and “Products”) you order through it. Please read them carefully. By using the Site or placing an order, you agree to these Terms. If you do not agree, please do not use the Site.

1.2 The Site is operated by mealign Ltd, a company registered in England and Wales under company number 13293157, with its registered office in England (“mealign”, “we”, “us”, “our”).

1.3 mealign is registered with the Care Quality Commission (CQC) for the regulated activities we carry out.

1.4 Prescription medicines are dispensed and supplied by our partner pharmacy, which is registered with the General Pharmaceutical Council (GPhC). Blood tests are analysed by a UKAS-accredited, CQC-registered laboratory.

1.5 These Terms should be read together with our Privacy Policy, Cookie Policy and Complaints Policy. Where a partner pharmacy or laboratory supplies you directly, its own terms may also apply and we will make these available to you.

1.6 You can contact us at info@mealign.com.

2. Eligibility and your account

2.1 To use our Services you must be at least 18 years old, live in the United Kingdom and have a UK delivery address. Some treatments are only available within certain age ranges, for example 18 to 75, for safety reasons.

2.2 You must create an account to take an assessment or order Services. You agree to:

• Give information that is true, accurate, complete and up to date, and let us know if any of your information changes
• Create only one account, and only for yourself, never on behalf of anyone else
• Keep your login details confidential and tell us straight away if you think someone else has accessed your account

2.3 You are responsible for all activity on your account. We may suspend or close your account if we reasonably believe you have broken these Terms, given false information, or if it is needed to protect your safety, other users or the Site.

3. Our Services and important health information

Assessments, tests and consultations

3.1 Our Services may include an online Hormone Health Assessment, at-home or clinic blood tests, a review of your results and, where clinically appropriate, a consultation with a UK-registered clinician (a doctor, or a nurse or pharmacist independent prescriber).

3.2 Our clinicians use the information you share to make safe decisions about your care, so please answer every question as openly and fully as you can, including your medical history, any medicines you take and any symptoms you’ve noticed. If something is left out or isn’t accurate, we may not be able to give you the right advice or treatment, and it could affect your health. We can’t be responsible for any harm that results from information that was incomplete or incorrect.

3.3 Whether a treatment is prescribed is always a decision for your clinician, based on their independent professional judgement. Completing an assessment, paying for a test or paying for a consultation does not guarantee a prescription. If your clinician decides a treatment isn’t right for you, we will always explain why and talk you through your options, which may include other support from us or a recommendation to see your GP.

Using your treatment safely

3.4 If you are prescribed a treatment, you agree to:

• Use it only as directed by your clinician and the patient information leaflet
• Use it only yourself, and never give or sell it to anyone else
• Tell us straight away about any side effects, changes to your health or new medicines
• Complete any follow-up checks, blood tests or reviews your clinician asks for, which may be needed before we can continue your treatment
• Tell your GP that you are using the treatment. We may, with your consent, share information with your GP where it is in your clinical interest

3.5 Everyone’s body is different, so results will vary from person to person, and we can’t promise a particular outcome from any test or treatment. Weight management treatments tend to work best alongside healthy changes to your diet and activity, and our team is here to support you with that.

Not an emergency service

3.6 Our Services do not replace your GP or ongoing care from your usual healthcare providers. They are not suitable for emergencies. If you need urgent help, call 999 or NHS 111, or go to your nearest A&E.

3.7 General content on the Site, including articles, guides and social media, is for information only. It is not medical advice and should not be relied on as a substitute for advice from a qualified healthcare professional about your own circumstances.

4. Orders, pricing and payment

4.1 When you place an order, you are making an offer to buy. We will confirm receipt by email, but a contract is only formed when we (or, for prescription medicines, the clinician and partner pharmacy) accept your order. A prescription order is only accepted once a clinician has approved it.

4.2 All prices are shown in pounds sterling (GBP) and include VAT where it applies. Delivery charges, if any, are shown before you pay.

4.3 We will tell you before you pay when payment will be taken. If a clinician does not approve a treatment, we will refund what you paid for that treatment in full. Fees for an assessment, blood test or consultation that has already been carried out are not refundable, because the service has been provided.

4.4 We try to make sure prices on the Site are correct. If we find an error, we will contact you and you can choose to continue at the correct price or cancel for a full refund. We are not obliged to supply at an incorrect price that was a mistake.

4.5 We may change our prices from time to time. Changes will not affect orders already confirmed. For subscriptions, see section 5.

4.6 We accept the payment methods shown at checkout. Payments are processed securely by our payment provider and we do not store your full card details.

5. Subscriptions

5.1 Some treatments are offered as a subscription. Before you sign up, we will show you clearly the price, how often you will be charged and delivered to (for example, every 1 or 3 months), and how to cancel.

5.2 Your subscription renews automatically at the end of each period, and we will charge your chosen payment method on or around the same date each period until you cancel. We will send you a reminder before each renewal.

5.3 You can pause or cancel your subscription at any time from your account or by emailing info@mealign.com. To stop the next payment and delivery, please cancel at least 72 hours before your next billing date. If you cancel after that, your next order may already have been dispensed, and it will still be sent and charged.

5.4 Continuing your treatment depends on your clinician being satisfied that it remains safe and suitable. You may need to complete regular check-ins, repeat blood tests or reviews. If you do not, or if a clinician decides the treatment is no longer suitable, we may pause or end your subscription. We will not charge you for any order that is not dispensed.

5.5 If we plan to increase your subscription price, we will give you at least 30 days’ notice by email. You can cancel before the new price applies.

5.6 If a payment fails, we will let you know and try again. If payment remains outstanding after 10 days, we may pause your subscription.

6. Delivery

6.1 We deliver to UK addresses only. Orders are sent in plain, discreet packaging with no reference to the contents.

6.2 Delivery times shown on the Site are estimates. Prescription orders are dispatched once approved by a clinician and dispensed by our partner pharmacy. Some medicines, including those that need to be kept cold, may need a signature or a specific delivery slot.

6.3 Please check your order as soon as it arrives. If it is missing, damaged or incorrect, contact us as soon as possible after delivery (or if it has not arrived when expected) and we will arrange a replacement or refund.

6.4 Blood test kits come with instructions and a prepaid return envelope. Please return your sample as instructed so it reaches the laboratory in usable condition. If a sample cannot be analysed because of how it was collected or returned, we may charge a fee for a replacement kit.

7. Cancellations, returns and refunds

7.1 Under the Consumer Contracts Regulations 2013, you normally have 14 days to change your mind about an online purchase. For health and safety reasons, this right applies differently to our Services:

• Medicines: once a medicine has been dispensed, it cannot be returned or refunded, because it has been prepared for you and cannot be resold safely. You can cancel a prescription order for a full refund any time before it is dispensed.
• Blood test kits: you can cancel within 14 days of delivery for a full refund if the kit is unopened and unused, and returned at your cost. Once a sample has been sent to the laboratory, the test cannot be cancelled.
• Assessments and consultations: by asking us to start a service within the 14-day period, you agree that you lose your right to cancel once the service has been fully carried out. If you cancel before it is complete, we may deduct a fair amount for the part already provided.

7.2 Nothing in these Terms affects your statutory rights. If a Product is faulty, damaged, not as described, or dispensed in error, please contact us and we will offer a replacement or refund.

7.3 Refunds are made to your original payment method, once we have agreed the refund.

7.4 Please do not return any medicine to us. If you need to dispose of unused medicine, take it to a local pharmacy.

8. Using the Site and intellectual property

8.1 You may use the Site for your own personal, non-commercial use. You must not:

• Use the Site in any unlawful or fraudulent way
• Try to gain unauthorised access to the Site, its servers or any connected system
• Introduce viruses or other harmful material, or interfere with how the Site works
• Copy, scrape or reuse Site content for commercial purposes without our written permission

8.2 We own, or are licensed to use, all intellectual property in the Site and its content, including the mealign name, logo, text, images and design. You may print or download extracts for your personal reference, but you must not change them or use them commercially.

8.3 We work to keep the Site available and accurate, but we do not guarantee it will always be available, uninterrupted or free from errors. We may update, suspend or withdraw any part of the Site at any time.

8.4 Links to third-party websites are provided for information only. We have no control over those sites and are not responsible for their content.

8.5 If you send us feedback or ideas, we may use them freely without any obligation to you.

9. Our liability to you

9.1 Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law, including your rights as a consumer.

9.2 Subject to 9.1, we are responsible for loss or damage you suffer that is a foreseeable result of us breaking these Terms or failing to use reasonable care and skill. We are not responsible for loss that was not foreseeable, for business losses, or for harm caused by you giving us inaccurate or incomplete information or not following your clinician’s instructions.

9.3 Subject to 9.1, our total liability to you in connection with any order is limited to the amount you paid for that order.

9.4 We are not responsible for delays or failures caused by events outside our reasonable control, such as supply shortages, strikes or courier disruption. If this happens, we will let you know and do what we can to reduce the impact.

10. Your privacy and health records

10.1 We take the privacy of your health information seriously. We collect and use your personal data, including health data, in line with UK data protection law and our Privacy Policy.

10.2 We keep clinical records of your assessments, consultations, test results and prescriptions in line with UK data protection law and NHS England’s Records Management Code of Practice. This is normally 8 years after your care with us ends. We keep these records securely and only for as long as needed, and our Privacy Policy explains how you can request access to them.

11. Changes to these Terms

11.1 We may update these Terms from time to time, for example to reflect changes in law, regulation or our Services. The version on the Site when you place an order applies to that order. We will tell you by email about any significant change that affects an active subscription, and you may cancel if you do not agree.

12. Complaints

12.1 If you are unhappy with any part of our Services, please contact us at info@mealign.com. We will acknowledge your complaint within 3 working days and aim to resolve it within 20 working days, in line with our Complaints Policy.

12.2 If you’re not happy with our final response, we’ll tell you in writing about the independent dispute resolution options open to you, and whether we’re able to use them. You can also contact Citizens Advice for free, impartial guidance. If you have concerns about an individual clinician or pharmacy, you can raise them with the relevant professional regulator: the General Medical Council (GMC), the Nursing and Midwifery Council (NMC) or the General Pharmaceutical Council (GPhC).

13. General

13.1 These Terms are between you and us. No one else has any rights to enforce them. We may transfer our rights under these Terms to another organisation; we will tell you if this happens, and it will not affect your rights.

13.2 If any part of these Terms is found to be invalid, the rest will remain in effect. If we delay in enforcing these Terms, we can still enforce them later.

13.3 These Terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in the courts of your home country.

14. Contact us

mealign Ltd. Email: info@mealign.com.