W8Buddy+ Terms & Conditions

A. Introduction

By accessing or using Gro Health’s weight management services (the “Services”), including our mobile app, website, and virtual consultations, you agree to these Terms & Conditions. If you do not agree, you should not use the Services. Our programme supports sustainable weight loss and lifestyle change, combining medical oversight, coaching, education and community support. These Terms explain who we are, the scope of our Services, your obligations, how subscriptions and payments work, and what to do if there is a problem. Please read them carefully.

• Our credentials: We are a CQC-regulated digital health provider. Our Gro Health W8Buddy+ weight management programme has been evaluated and NICE-recommended. We work with qualified healthcare professionals (doctors, independent prescriber pharmacists, dietitians, etc.) who comply with all professional and regulatory standards (including GMC and GPhC guidelines on remote prescribing).
  
  
• Parties: These Terms form an agreement between you (“you” or “Patient”) and us (DDM Health Ltd, trading as Gro Health, company no. 07975193, registered in England and Wales, VAT GB134123652). We operate the Gro Health platform and provide the Services. Where applicable, we also partner with Chemist4U (Innox Trading Ltd, GPhC reg. 9011784) as our pharmacy and with affiliated prescribers.
  
  
• Contact: Our registered address is 9 Little Park Street, Coventry, CV1 2UR. You can email us at [email protected]. We may contact you by email, SMS or post using the contact details you provide.

Please note: Our Services are not an emergency service. In a medical emergency, do not use Gro Health - dial 999 immediately (UK) or your country’s emergency number. Gro Health provides remote medical support for weight management, but it is not a substitute for urgent care. You must always seek immediate medical attention for emergency symptoms.

B. The Platforms and Our Services

Gro Health provides a digital health platform dedicated to weight management. Our Services include:

• Access to our Platform: You may download and use the Gro Health mobile app (on your personal device) and/or access the Gro Health website. We grant you a limited, non-exclusive right to use the Platform for your personal health needs. You must be an individual user (not a business) and keep any account credentials secure. You may only use the Services if you are physically located in the United Kingdom; we make no representations about use outside the UK.
  
  
• Medical consultations and prescribing: We facilitate virtual consultations with qualified prescribers (doctors or independent pharmacist prescribers) and allied health professionals. Our clinicians are registered with the General Medical Council (GMC) or General Pharmaceutical Council (GPhC) as applicable, and they operate under our protocols and in accordance with professional standards. During a consultation, a prescriber may assess your suitability for treatment, provide medical advice, and, if clinically appropriate, issue prescriptions for weight loss medications. These may include GLP-1 receptor agonists (e.g. semaglutide, tirzepatide) and other obesity medicines. You acknowledge that prescribing decisions are clinical judgments made by the prescriber on a case-by-case basis. Gro Health does not guarantee any particular medication or result - each prescription is at the clinician’s discretion.
  
  
• Pharmacy services: If a medication is prescribed, we arrange for it to be dispensed by our partner pharmacy, Chemist4U (Innox Trading Ltd), under the supervision of their GPhC-registered pharmacist. The Pharmacy must comply with all UK pharmacy laws and professional standards. If Chemist4U cannot supply a prescribed medicine (due to stock or clinical reasons), your prescription may be paused or altered. You agree that availability of medicine is subject to the pharmacy’s processes and legal restrictions.
  
  
• Delivery of medications and products: We coordinate delivery of any prescribed medications and selected products to your shipping address via third-party couriers. Delivery times are estimates and not guaranteed. You are responsible for providing correct address details and for storing medications safely upon receipt (e.g. correct temperature). If a delivery is damaged, incorrect, or delayed, contact us immediately for assistance.
  
  
• Health coaching and support: Our Services include tailored lifestyle coaching by qualified health coaches, dietitians and fitness experts. We provide educational content (articles, recipes, exercise plans) and personalized coaching to help you adopt healthy habits. Any nutrition or exercise advice is general guidance; you should seek medical input for individual concerns.
  
  
• Lab testing: Optional lab tests (e.g. HbA1c, blood pressure) may be arranged through our platform to monitor your health parameters. We may partner with accredited laboratories for sample collection and analysis. Lab results are used to guide your care but are not part of this Agreement; see our Privacy Policy for data use.
  
  
• Community support: We may provide an online community or forum (within the app or third-party platforms) where patients can share experiences. Participation is voluntary and at your own risk. Any content posted by other users is not reviewed by us and does not constitute medical advice. We reserve the right to moderate or remove content that violates our policies. Do not share personal medical details publicly, and always follow our community guidelines.

Examples of compliance and oversight: Our weight management programme is endorsed by NICE and operates under NHS commissioning (for referred patients). We are registered with the Care Quality Commission (CQC) as a healthcare provider. Our partner pharmacy Chemist4U is registered with the GPhC. All Gro Health clinicians adhere to the requirements of their professional bodies and follow UK guidelines (e.g. GMC remote prescribing standards).

C. Consultation and Medication Disclaimer

Medical advice limitations: The information and guidance provided by our clinicians is for weight management purposes only and is based on your disclosed medical history. It is not a substitute for regular healthcare. You must continue to follow your own doctor’s advice and keep them informed of any changes. Do not rely solely on Gro Health for critical health decisions. We expressly disclaim liability for medical decisions - our clinicians are independent and responsible for their own advice.

Health changes: Because weight-loss diets (especially low-carb or medication-assisted diets) can affect your medical needs (e.g. blood glucose, blood pressure), you should have regular check-ups with your GP or specialist. If your symptoms change or you experience side effects, seek medical help immediately (contact your GP, dial 111 or 999 as needed).

Non-emergencies only: Again, Gro Health is not for emergencies. For any life-threatening issue (chest pain, severe shortness of breath, sudden severe pain, etc.), please call 999 without delay.

D. Prescriptions and Product Purchases

• Prescription handling: Any prescription issued by a Gro Health prescriber is for the number of doses and repeats they deem clinically appropriate. You acknowledge that “off-label” prescriptions may be used (medicines outside their official indication) where a prescriber believes it’s warranted; this is done under informed patient consent. We do not guarantee that a prescribed medicine will remain in stock indefinitely. If the Pharmacy must substitute or discontinue a prescribed medicine, you will be notified promptly.
  
  
• Pharmacy fulfilment: Chemist4U (Innox Trading Ltd) will process and dispense prescriptions. All dispensing pharmacists are GPhC-registered. The Pharmacy’s clinical judgment (e.g. patient suitability, medicine supply) governs the final decision to dispense. If an order is canceled after dispensing due to clinical reasons or stock issues, the Pharmacy will not refund the medication cost and treatment may be paused.
  
  
• Delivery and returns: Medicines and products will be sent to you via courier. Delivery dates are estimates. You must be available or have someone at your address to receive items. We are not liable for courier delays or errors beyond our control. If you receive a product that is damaged, incorrect or defective, contact us (via support email) immediately. Except for faulty products, refunds or returns of medicines are generally not allowed once dispatched, for safety reasons. (Unused non-prescription items may be returned at your expense within 14 days in original condition.)
  
  

E. Subscriptions, Fees and Referrals

• Eligibility: To register for and use Gro Health, you must be at least 18 years old and legally capable of consent. You must also be a UK resident and physically using our Services within the UK. Minors cannot independently subscribe. We reserve the right to verify age and identity.
  
  
• Registration: You must create a personal Gro Health account, providing accurate, current and complete information. You agree to keep your account credentials (username/password) confidential and not share them. You are responsible for all activity on your account. If you suspect any unauthorized use of your account, notify us immediately.
  
  
• NHS referrals: Many Gro Health patients are referred by their NHS Integrated Care Board (ICB) or healthcare provider. For these patients, the NHS funds the service, so you pay nothing. You still must register and agree to these Terms, but no subscription fee is charged.
  
  
• Self-pay (Direct-to-Consumer): If you are not referred by an NHS programme, you may subscribe privately. We offer fixed-price subscriptions for a defined period (e.g. monthly or multi-month plans). Prices are shown on our website and include VAT where applicable. Payment is made in advance (via the methods we support) before your subscription begins. Once paid, fees are generally non-refundable, except as required by law or as described below.
  
  
• Subscription term and auto-renewal: Your subscription begins on the date we email confirmation of your account. It continues automatically (usually on a monthly basis) until canceled by you or terminated under these Terms. By subscribing, you authorize us to automatically renew your plan and charge you for each period. We will send you reminders before each renewal date.
  
  
• Cancellation (Consumer Rights): You have a 14-day right to cancel under UK law, but this only applies before the service has started. If you have already accessed any content or received any medication, you acknowledge that this right is waived. To cancel within 14 days before use, email us with your request. After that, you may cancel at any time (via your account or by contacting support), but no refunds will be given for the current paid period. Your subscription will simply not renew at the next period.
  
  
• Special cases: If we terminate your subscription due to clinical or regulatory reasons (for example, if a clinician deems you unsuitable for treatment), we will refund any unused portion of the fee on a pro rata basis. Likewise, if we significantly change the price or core terms of the Service, we will notify you 30 days in advance; if you do not accept, you may cancel and receive a refund for any unused period.
  
  
• Payments for medications and products: Medication costs (for private patients) are charged per prescription dispensed. Any non-prescription products (supplements, test kits, etc.) are charged per order. All such charges are payable by you. Payment details (e.g. credit card) are stored securely by our payment processor. We may use Stripe, PayPal or similar services for transactions. Refunds on products and medications follow UK consumer law (e.g. unused items in original condition may be returned within 14 days), but no refunds are given once a medication has been dispensed and shipped (except if the product is faulty or not as described).
  
  
• Third-party payment: If you pay through a third party (e.g. employee benefits platform, insurer), you remain responsible for the contract and terms of payment, and any rights to refunds are between you and that third party.

F. Your Account and Privacy

You will need a Gro Health account to access personalized Services. During registration you will provide personal and health information (name, age, weight, medical history, etc.). You agree that all information you submit is truthful and complete. If your information changes (e.g. address or health status), you must update your account promptly.

Our use of your data is governed by our Privacy Policy (available on the website). In brief: we use your data to provide and improve the Services, to facilitate care (including sharing necessary information with clinicians and the Pharmacy), and to comply with legal obligations. We implement appropriate security measures to protect your data, but no online service is 100% secure. We do not sell your personal data. Please read our Privacy Policy for details.

G. Acceptable Use

You must use Gro Health responsibly and lawfully. Prohibited actions include (but are not limited to):

• Using the Services in any unlawful or fraudulent way (e.g. hacking, piracy, transmitting viruses).
  
• Impersonating any person or entity, or misrepresenting your affiliation.
  
• Violating any intellectual property rights (copying or sharing our content beyond normal personal use).
  
• Uploading or sharing illegal, defamatory, obscene, offensive or harassing content. For example, do not post anything that is racist, abusive, threatening, pornographic, or that invades someone’s privacy.
  
• Transmitting any spam, phishing, or unsolicited promotions.
  
• Providing medical services or advice through the platform (only our qualified staff may do so).
  
• Using the Services to procure medications or services for anyone else without authorization.

If you misuse the Services or breach these Terms, we may (without limiting other rights): suspend or terminate your account, remove any offending content, issue you a warning, and/or report you to authorities. For instance, we have the right to involve law enforcement if we suspect criminal activity (the Computer Misuse Act 1990, for example, makes hacking or denial-of-service attacks a crime).

Community guidelines

If you use any patient community or forum we provide, you must comply with its rules. Remember that content posted there does not reflect our medical advice. You should never share sensitive personal data (yours or others’) publicly. We may remove any post or ban users who violate community standards (abuse, advertising medical products, etc.). We disclaim all responsibility for content posted by other users; use community forums at your own risk.

H. Intellectual Property

All content on the Gro Health platform (text, images, videos, software, trademarks) is owned or licensed by us. You have a personal, non-transferable license to use the content and platform as intended by these Terms. You may print or download extracts for your personal use only (e.g. health articles for your reference), provided you leave all copyright and trademark notices intact. You may not copy, reproduce, republish, upload, post, transmit or distribute any material from our platform for any commercial purpose without our written permission.

I. Updates to the Services and these Terms

We may update the Gro Health app and website from time to time (for security fixes, new features, etc.). We may require you to download updates; if you do not, some Services may stop working. We aim to ensure updates do not reduce the overall functionality of your existing subscription.

We may also change these Terms (for legal/regulatory reasons or new features). If we do, we will give you at least 30 days’ notice (via email or our platform). If you do not agree to the updated Terms, you must stop using the Services and may request a refund for any unused paid period.

Important: We follow all relevant health regulations. This includes NICE guidelines (our programme is NICE-evaluated), pharmacy regulations (our partner Chemist4U is GPhC-registered), and all UK healthcare professional standards. If any term here is held unenforceable, the rest will continue in effect. We may transfer our rights under these Terms (e.g. if our service is acquired by another provider), but you will always be notified and not lose your rights.

J. Our Liability to You

To the extent permitted by law, we disclaim all liability for loss or damage caused by use of our Services. This means we do not guarantee the Platform is error-free, or that any content or advice is suitable for you. In particular, Gro Health does not warrant results or improvements; success varies by individual. We are also not responsible for any damage to your device or data from downloading materials (you should use antivirus software).

However, by law we cannot exclude liability for death or personal injury caused by our negligence. We also remain liable for fraud. Subject to that, our liability (and that of our staff and affiliates) is strictly limited. We will not be liable for indirect or consequential losses (like lost earnings, business losses, or other economic loss) even if such losses were foreseeable.

We are not liable for the conduct of any third parties (e.g. couriers, or clinicians, except as regulated above). For example, if a user community member gives bad advice, or a courier delays a package, Gro Health is not responsible.

As a condition of using our Services, you agree to indemnify us against any claims or damages arising from your breach of these Terms (e.g. if you misuse the platform or provide false information).

K. Governing Law and Dispute Resolution

These Terms are governed by English law. Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the English courts. If you live in Wales, Scotland, or Northern Ireland, you may also bring proceedings in your local courts under local jurisdiction rules.

L. Changes to These Terms and Contact Information

We may update these Terms occasionally. If significant changes are made, we will notify you (by email or via the app). You agree that by continuing to use the Services after updates, you accept the new Terms.

If you have questions or concerns about these Terms or the Services, or wish to cancel your subscription, please contact us at [email protected] (for general support) or call 0330 133 0307 during business hours. We will aim to respond promptly.

Thank you for choosing Gro Health. Your health and trust are important to us, and we are committed to supporting you on your weight management journey in a safe, effective and compliant manner.