Terms and conditions

These terms cover:

• our website, www.thrivefully.co.uk, and any booking or patient pages linked to it;
• any Thrivefully app or online portal we provide now or in future;
• our social media pages;
• emails we send you that link to these terms; and
• any other Thrivefully products and services that link to these terms.

Together these are the “Thrivefully Services”. “We”, “us” and “our” mean Thrivefully Health Ltd. “You” means the person using our site or services.

Thrivefully Health Ltd is a company registered in England and Wales (company number 17510083). Our registered office is 71–75 Shelton Street, Covent Garden, London WC2H 9JQ.

Thrivefully Health Ltd provides doctor-led wraparound care for adults taking weight-loss medication. Our clinical lead is Dr Chetna Patel, a GMC-registered GP and certified Lifestyle Medicine Physician.

Clinical governance. Clinical care is delivered under the CQC-registered governance of The Wellbeing Doctors (Lynch Health Enterprises Ltd). CQC rating: Good.

Our services may include:

• an initial consultation with a doctor;
• blood tests, including heart, kidney and liver health checks in line with NICE guidance;
• body composition tracking;
• nutrition and physical activity assessment, with a focus on protein intake and keeping muscle;
• lifestyle review covering sleep, stress and mental wellbeing;
• help managing side effects of weight-loss medication;
• ongoing monitoring and six-monthly reviews; and
• a structured plan for maintaining your results after you stop medication.

The exact contents, length and price of each service or programme are shown on our site or confirmed to you when you book.

We are not an emergency service. If you have a medical emergency, call 999 or go to your nearest A&E. For urgent advice, call NHS 111.

We do not prescribe or supply medication. Thrivefully Health Ltd supports you alongside weight-loss medication prescribed by your own GP, specialist or another prescriber. Decisions about starting, changing or stopping your medication stay with your prescriber. We may share recommendations with them, with your consent.

We work alongside your GP. Our services do not replace your NHS GP or other healthcare providers. With your consent, we may write to your GP with a summary of our findings and advice.

Your information must be accurate. Our advice depends on what you tell us. You agree to give us full, honest and up-to-date information about your health, medication and medical history. You must tell us promptly about any changes, including new symptoms or side effects.

Results and outcomes vary. We will provide our services with reasonable care and skill. We cannot guarantee any particular result, such as a set amount of weight loss or muscle retention.

General content is not personal advice. Articles, guides and other general content on our site are for information only. They are not a substitute for a consultation.

You must be 18 or over to use our services. By booking, you confirm that you are at least 18.

All content on our site belongs to Thrivefully Health Ltd or our licensors. This includes text, images, logos, guides, programme materials and downloadable files. You may use it for your own personal care. You may not copy, sell or republish it without our written permission.

You agree to use our site and services lawfully. You must not:

• harass, abuse or threaten our staff, clinicians or other users;
• break the rights of other users;
• break our intellectual property rights or anyone else's;
• access another person's account or try to break into our systems;
• act fraudulently, including giving false health information to obtain a service; or
• post anything unlawful, offensive or inappropriate.

If you break these terms, we may limit, suspend or end your access to our site and services. We may also take legal action where needed.

If you create an account with us, you agree that:

• you are responsible for keeping your login details safe and private; and
• the personal and health information you give us is accurate, and you will update it if it changes.

We may suspend or close your account if you use it unlawfully or break these terms. We will keep your clinical records for as long as the law requires, even if your account is closed.

We handle your personal and health data in line with UK data protection law, including the UK GDPR and the Data Protection Act 2018. Our Privacy Policy explains what we collect, why, who we share it with and your rights.

These terms apply to every service and programme shown on our site when you book. We take care to describe our services accurately, and what we provide will match that description.

Your booking is confirmed when we email you to accept it. We may decline or cancel a booking if, after reviewing your health information, a clinician decides our service is not suitable or safe for you. If that happens, we will refund what you paid in full.

Some services rely on third parties, such as laboratories that process blood tests. We choose these partners carefully, but their own terms may also apply to their part of the service.

Prices are shown on our site or given to you before you book. Unless we say otherwise, services are paid in full when you book.

We accept:

• credit and debit cards;
• Direct Debit, for programmes and subscriptions; and
• bank transfer.

By giving us your payment details, you authorise us to charge the amount due to that payment method. If we believe a payment is fraudulent or unlawful, we may cancel or reverse it.

Some programmes are paid monthly. These renew automatically, and you will be billed each month until you cancel. To cancel, give us notice through your account or by emailing support@thrivefully.co.uk. Any minimum term is shown when you sign up.

⚑ number of days' notice — value pending (draft says [30])

Where a service includes a blood test, we will send you a home testing kit with instructions for taking your sample and returning it to the laboratory. Kits are sent by standard post and usually arrive within the delivery window shown below. Please give us a full and accurate delivery address. We are not responsible for a kit that goes astray because the address you gave was wrong or incomplete.

⚑ usual delivery time — value pending (draft says [3–5] working days)

If a sample cannot be processed because it was not taken or returned as instructed, a repeat kit may be charged.

If you are a consumer in the UK, you have the right to cancel a service within 14 days of booking, without giving a reason. To cancel, email support@thrivefully.co.uk or write to us at Thrivefully Health Ltd, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ.

If you ask us to start a service within the 14 days, for example by booking a consultation that takes place during that time, you will pay for the part already provided. We will refund the rest. Once a service has been fully provided within the 14 days, you can no longer cancel it.

The cooling-off period does not apply to blood test kits once the sample has been taken or sent to the lab, for health and hygiene reasons.

We will refund you within 14 days of being told you are cancelling, using the payment method you used. You will not be charged any fee for the refund.

• 48 hours or more before your appointment: you can cancel for a full refund, or move the appointment free of charge.
• Less than 48 hours before: see the placeholder below. We may waive this where there are exceptional circumstances.
• Missed appointment without notice: the fee is not refunded.
• If we cancel: you can choose a new time or a full refund.

⚑ the fee is non-refundable / one free reschedule allowed — choose one wording

If you think a service was not provided with reasonable care and skill, please contact us. Under the Consumer Rights Act 2015, we will put it right or give you a partial or full refund.

Nothing in these terms affects your statutory rights as a consumer, including under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. If anything in these terms conflicts with those laws, the law applies.

Our site may link to websites we do not own or control. We are not responsible for their content, policies or practices. Please read their terms and privacy policies before using them.

Nothing in these terms limits or excludes our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation; or
• anything else that cannot be limited or excluded by law.

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 or damage that was not foreseeable.

We are not responsible for:

• decisions made by your own prescriber about your medication;
• outcomes caused by information you gave us that was incomplete or inaccurate; or
• business losses. Our services are for personal use only.

We want to hear if something has gone wrong. Please email support@thrivefully.co.uk with your complaint. We will acknowledge it within the first timescale shown below, and aim to respond in full within the second.

⚑ acknowledgement timescale — value pending (draft says [3] working days)

⚑ full response timescale — value pending (draft says [20] working days)

All complaints, including those about clinical care, are handled under our internal complaints policy. If you are not satisfied with our final response, you can also share feedback about your care with the Care Quality Commission (CQC).

These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

If a court decides that any part of these terms is invalid, the rest of the terms stay in force.

We may update these terms from time to time to reflect changes in the law or in how we work. We will tell you about important changes by email or with a notice on our site. The terms in force when you book a service apply to that booking.

If you have any questions about these terms, please contact us:

• General enquiries: hello@thrivefully.co.uk
• Bookings, cancellations and support: support@thrivefully.co.uk
• Post: Thrivefully Health Ltd, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ
• Website: www.thrivefully.co.uk