Terms and Conditions

By using our website and associated applications, and engaging with our services, it is acknowledged that you have read, reviewed and accepted these terms and conditions. We reserve the right to amend these terms and conditions over time, and any new versions will be deemed to take effect immediately when they are published on this website.

Section A- Introduction and General Terms

About Us

The Lotus website (lotusweightloss.co.uk) is owned and operated by Lotus Health Co. Ltd, a company (we, us) registered in England and Wales (company number 13982460). Lotus Health Co. Ltd is registered with the UK healthcare regulator, the CQC (Care Quality Commission), to legally provide safe and effective weight loss services to residents of the UK- CQC number- 1-21252840589. Lotus Weight Loss Clinic is a trading name of Lotus Health Co. Ltd. All of our healthcare team are registered with their respective UK regulatory bodies (The General Pharmaceutical Council (GPhC), The General Medical Council (GMC) and The Nursing and Midwifery Council (NMC)). We act as a telemedicine prescribing service and facilitate access to third parties including UK registered pharmacists, doctors and nurses and our UK based GPhC registered partner pharmacies (CloudRx GPhC: 9011284 and SignatureRx, GPhC: 9012267) each has a role for undertaking the digital consultation and prescribing service, and pharmacy service, respectively.

Our Services

During the digital consultation process (either via questionnaire, telephone or video) the prescriber will offer a range of treatment options which may or may not include the issue of a private prescription. There is no obligation for the prescriber to offer a prescription and if deemed unsafe or inappropriate the prescriber is within their rights to refuse to write a prescription and refer you to another appropriate health-care service such as your G.P.

Once a questionnaire – based consultation has taken place or an order has been made which has resulted in the request for a POM, P or GSL medicine, the prescribers will only authorise this medicine if they have all the necessary information required to make a safe and appropriate decision to prescribe or not. This may occasionally require the prescriber to contact the patient for additional information by electronic or phone methods before prescribing. Upon receipt of a completed questionnaire-based consultation or a repeat order for a medication, we will send you an email confirming receipt of this. This consultation or order is an offer to purchase a product, medication or services from us and is not contractually binding until your product or medication is prescribed or your service has started.

We reserve the right to refuse an order that we believe may be inappropriate or clinically unsafe. Before engaging with our services, you must acknowledge that it is the responsibility of the prescriber to conduct a consultation and to issue or not to issue a private prescription, and the responsibility of the partner pharmacy to dispense and ship any medications to you.

The Prescription – only Medications (POM) and Pharmacy-only Medications (P) displayed on our website and any associated applications are for representative purposes only. Access to these medications is dependent on the patient undertaking a consultation process with a prescriber and the issue of a private prescription, which is sent to our partner pharmacy for dispensing and shipping. Lotus does not store or dispense any POM or P medications displayed on it’s website as it is not a registered pharmacy- the images and product information are for representative purposes only and is designed to facilitate the consultation process with the prescriber. Lotus may also sell General Sales List (GSL) products on its website and the purchase of GSL products does not require a prescription to be issued or the legal requirement to be sold from a registered UK pharmacy.

Any prescriptions that are issued by a third-party prescriber are transmitted securely to our third-party partner pharmacy who are responsible for the supply of POM and P medicines against a valid private prescription. The preceding information in this paragraph is written in accordance with the Medicines Act 1968 and the guidance as set out by the General Pharmaceutical Council, General Medical Council, Care Quality Commission (CQC) and Health Inspectorate Wales (HIW).

All services, products and medications supplied directly or indirectly by Lotus are directed only for users based within the United Kingdom. If you access this service from outside the United Kingdom, then you do so at your own risk and Lotus will accept no liability for any negative consequences that occur because of this access. You must be located within the United Kingdom at the time of your consultation.

Lotus works with a partner pharmacy called ‘CloudRx’ which is a UK Pharmacy registered with the General Pharmaceutical Council (GPhC: 9011284). It’s Superintendent Pharmacist is Fayaz Lunat (GPhC 2224747). This pharmacy is responsible for the dispensing, assembly and shipping of medication against the receipt of a valid private prescription as produced by Lotus’s third-party prescribers. CloudRx is a UK registered distance-selling pharmacy and therefore provides other services that would be expected of a distance- selling pharmacy, including the provision of medication advice and signposting, as per it’s contract with the GPhC. By engaging with our services, you consent to any prescriptions generated by a prescriber to be sent securely to CloudRx for the purposes of dispensing, assembly and shipping. By engaging with Lotus Health Co. Ltd services, you understand you must also accept CloudRx terms and conditions found here: https://www.cloudrx.co.uk/terms-of-use

Section B- Contact Us

For enquiries you can contact us via the ‘contact form’ on the contact us page, email- support@lotusweightloss.co.uk, live chat, or telephone (07928528269- Mon-Sat 8am-8pm) and we will get back to you as soon as possible.

Urgent Care– Lotus does not provide advice for urgent, severe or life-threatening clinical queries or incidents. If your problem is a medical emergency and you suspect that you require urgent care then:

If you or someone you know is seriously ill or injured and their life is at risk- call 999.

If a medical emergency is non-life threatening, call 111.

If you have a non-life-threatening illness or injury then either see you GP or if outside of opening hours, then either call 111 or visit your nearest Minor Injuries Unit or Accident and Emergency Hospital Department.

See our Urgent Care page for more information.

We have partnered with the registered pharmacy, CloudRx to make sure you get the medicines you need delivered as quickly as possible. We recommend you contact us first with all queries, however if needed, you can contact CloudRx via the info below: Tel- 01135312942 or Email- pharmacy@cloudrx.co.uk.

CloudRx Opening Hours: 9-5pm Mon-Fri. 9am-1pm Sat.

Section C- Further Terms

Delivery

All our medications and products are shipped in very discreet, plain packaging with minimal information so you can be sure privacy is maintained. Once you have completed your questionnaire-based consultation your medication must be authorised by a prescribing clinician before it can be sent out by our dispatching pharmacy. Prescribers will aim to approve all suitable orders ASAP (normally within 2 working hours) or within 24 working hours maximum of submitting your consultation- this timeframe may vary during busy periods. Once your medication has been approved you will receive an email confirming this. At this point your prescription will be sent to our partnered dispatching pharmacy who will dispense your medication and assemble for delivery- they aim to do this ASAP and within 24 working hours. Once your item has been shipped you will receive another email confirming this- this email will contain tracking information so you can track your delivery to your door. The above timeframes are estimates only and whilst we do our best to get things approved and assembled as soon as possible, sometimes these times may take longer.

Delivery is also subject to availability of stock in our partner Pharmacy. If your parcel requires a signature upon delivery by the courier, we will attempt to notify you when you receive your shipping confirmation email. The person signing for the parcel containing your medications/ products does not need to be the named patient.

Our partner pharmacy, CloudRx, uses next day delivery on all of our medications and products (24hr DPD/Royal Mail). If your parcel is damaged, lost or opened without your consent (e.g., if left with a neighbour) and the courier has provided proof of delivery then Lotus will have sole discretion about whether to re-send, refund or compensate an order. If you believe the contents of your parcel are incorrect or there has been an error made, then please contact us as soon as possible.

Returns, Refunds and Cancellations

Lotus or our partner Pharmacy do not accept returns of prescription-only medications (POM’s) or Pharmacy-only medications (P’s). This is because we cannot guarantee that they have been stored in the correct conditions e.g., temperature, and hence cannot guarantee their safety for re-use. We are unable to re-use or resell medications by law. If your prescription-only medication (POM) or pharmacy-only medication (P) is damaged or faulty, or not as described- then please return it to our partner pharmacy, CloudRx, and we will be happy to refund the cost in full, plus any reasonable costs for return delivery, as agreed by us. Refunds will be made via your original payment method and within 7-10 working days of the date of return. We will accept returns of General Sale (GSL) products such as needles or sharps bins if they have proven to be ‘faulty’, ‘damaged’ or ‘not as described’ and once returned we will refund any monies paid to us including any reasonable costs of return delivery within 7-10 working days of the date of return. If you have changed your mind after purchasing a General Sale (GSL) product, then you have 14 days from the purchase date to return it and we will refund the cost of the product (we will not refund any delivery charges or return delivery charges in this scenario) within 7-10 working days of the return date.

All returns must be sent by recorded delivery and proof of postage must be retained. Failure to do this may result in us being unable to offer a refund or reimburse delivery costs. Please contact us, by telephone or email to arrange a return. All refunds will be made to the original payment card and normally take 3-10 working days to appear on a bank statement.

Lotus will have the sole discretion to issue refunds for questionnaire-based, telephone or video consultations and we will only issue refunds if we believe a reasonable effort has been made by the patient to cancel the consultation at least 24 hours in advance. Requests for refunds of prescription only medications, pharmacy only medications and general sales list products will only be granted if a cancellation request has been received before the prescription/order has been sent to our partner pharmacy for dispensing. If you want to cancel an order please contact us as soon as possible after placing your order. We will make every effort to cancel your order and you have the right to cancel your order up until the point your prescription has been received by our partner pharmacy.

Lotus also has the right to cancel an order at our sole discretion- this may be for example: if your medication is anticipated to be out of stock long-term and there is no suitable alternative, if the incorrect price has been advertised on our website, you are ineligible to use our services, if we cannot verify your identity or if our prescribers or partner pharmacy believe it is unsafe or inappropriate for you to use a prescribed medication or product. In these circumstances we will issue a full refund to the original payment method within 7-10 working days.

If you receive a delivery and you suspect it is missing an item- please contact us as soon as possible and we will investigate this for you and resend the item if appropriate.

Privacy

Lotus operates with the utmost care and attention when it comes to patient and data Privacy and Security. We operate under General Data Protection Regulations (GDPR) and we comply with the Data Protection Act 1988. Lotus clinicians are registered as Data Controllers as part of the Data Protection Act. We keep all records of any data held according to article 30 of GDPR in a secure and responsible manner. You have the right to request a copy of any data we hold about you.

Any information that a Lotus service user supplies is used to provide the goods and services you request. Unless explicit user consent has been provided for marketing purposes, Lotus only shares any personal information of our service users with third parties that are involved in providing our services such as the prescribers, our partner pharmacy and their delivery couriers.

Lotus’s website, associated applications and operational systems has a high level of security such as SSL (Secure Socket Layers) to protect information that is used within these systems. As a Lotus service user, you agree to ensure that any device you use to access our services are at least equally as secure and protected from data and security breaches. Please see our Privacy Policy for additional information. If you have any questions about Privacy, Security or Data, then please contact us.

Account Registration

As part of the process of using Lotus services you will be required to register an account which will involve providing some personal details such as name, age and date of birth. You may also be asked to provide some basic previous medical history such as weight, height and any known allergies to medications. When registering an account, you agree to supply information that is accurate, full and honest. You agree that you are over 18 years of age at the time of registration and you confirm you will be the only person accessing your account. Lotus will not take responsibility or be liable for any negative consequences that come from someone else using your account with or without your knowledge. You can cancel your registration at any time by emailing support@lotusweightloss.co.uk- please note that we will keep you medical records for eight years after your last treatment as is standard practice in the UK healthcare sector. If you want us to erase your records before this timeframe, then please contact us.

Identity Verification

We will verify every patient that engages with our services for the purposes of safety, legality and good practice. When you engage with Lotus services, you consent to truthfully providing your name, address and date of birth before or during the consultation process as a means of confirming your identity and ensuring that any prescriber is consulting with the right patient for the right reason and is using the right patient healthcare record. We use an identity verification service, AgeChecked, to check your details. Your details may be checked against credit reference agencies or fraud prevention agencies. A credit reference check may appear on you credit record however it is for identity purposes only and will not affect your credit score.

By registering with us and using our services you agree as follows:

a. AgeChecked and/or any of their appointed agents can carry out all necessary searches, including searches of consumer credit records, in order to verify my information.
b. It is your responsibility to have read AgeChecked’s Privacy Notice and agree to all relevant personal information being processed in accordance with AgeChecked’s Privacy Notice.
c. You confirm to the best of your knowledge to having exercised all due skill and care that the information you have given is complete, true and correct.

Professional Standards and Regulation

Lotus and it’s service partners are all overseen by qualified healthcare professionals that are registered in the UK with their respective regulatory bodies (GPhC, NMC). Our clinicians maintain the high regulatory standards set out by the GPhC standards for professionals including: providing person-centred care, working in partnership with others, communicating effectively, maintaining, developing and using their professional knowledge and skills, using professional judgement, behaving in a professional manner, respecting and maintaining patient confidentiality and privacy, speaking up when they have concerns or when things go wrong and demonstrating leadership.

Lotus clinicians also follow GPhC and NMC guidance on prescribing and remote prescribing. Lotus clinicians are acutely aware to only work within their competence and scope of practice as outlined in the GPhC Guidance for Prescribers. Our clinicians have the necessary undergraduate and post-graduate qualifications, skills, knowledge and experiential learning-in-practice to carry out Lotus services and consultations with autonomy and safety. However, if something is outside of the prescriber’s competency then they will inform the patient and they will be directed to another appropriate service, such as their NHS GP.

Our prescribers will only prescribe in the best interests of patients and will always use their professional judgement. Lotus prescribers do not prescribe controlled drugs or medications that require specialist prescribing or monitoring. If you have any questions about our professional standards or regulation, please contact us.

Lotus partners with a GPhC registered UK pharmacy (CloudRx GPhC: 9011284) who act to provide pharmacy services on our behalf, including the dispensing and shipping of medications to our patients.

Customer/ Patient Obligations when engaging with Lotus Services

You agree to inform your registered G.P of any medications, products or advice you have received from or via Lotus. Lotus is not responsible or liable for any harm, loss or damages which arise from your failure to inform your G.P or another healthcare professional about medications, treatments or advice you receive from Lotus or your failure to follow advice given by Lotus. Lotus will ask for permission to contact your G.P on your behalf to inform them of any medications, advice or treatments provided by us or our partners- If permission is provided we reserve the right to contact your G.P if deemed necessary by the prescribing clinician- this is usually for safety reasons and to ensure good continuity of care. If you do not provide explicit permission for Lotus to contact your G.P, then we will not be able to inform them of any advice or treatments provided- however, as a patient, you are expected to inform your G.P yourself as per these terms and conditions. When engaging with Lotus Services you agree to only create one registered account, to not consult on behalf of another person, to be honest and accurate with information you supply, to refrain from abusive behaviour, to read all information and adhere to instructions, to read any Patient Information Leaflets (PILs) before using a medication to ensure it is safe for you to use, to store any prescribed medications and products securely and away from children or vulnerable adults, and to only use medications that are within their expiry date. You agree that if you do not fully understand any questions from the consultations (including questionnaire-based consultations) or any information offered on the Lotus Website, associated applications or from the clinicians themselves- then you will seek to clarify this information with the Lotus clinicians or another suitably qualified healthcare professional before proceeding to follow any treatment or advice.

You agree that if you experience any serious adverse reaction or side effect to any prescribed medications or products you will stop using the product immediately and promptly seek medical advice. You also agree to promptly inform our partner pharmacy and the prescriber of any serious adverse effects or side effects from any medications or treatments. You may also wish to alert the UK Medicines & Healthcare Regulatory Agency (MHRA) by filling in a ‘Yellow Card’ – for more information on the Yellow Card Scheme please visit: https://www.yellowcard.mhra.gov.uk

Prices

Any prices listed on Lotus’s website or as part of our service offering are as GBP (Great British Pound) and are inclusive of Value Added Tax (VAT). If a product or service has an incorrect price attached to it, Lotus reserves the right to cancel an order at any point during the process and reclaim or refund the difference as would be reasonable to obtain a fair transaction between both the patient and Lotus.

Payment

Lotus accepts the following payment methods: Debit Card, Credit Card, Amex. Payments use a ‘continuous authority’ which will allow for future payments or refunds to your payment card as appropriate. Transactions will appear on your account as Lotus or Lotus Health Co Ltd. Lotus uses the well-known Stripe payment gateway which offers high levels of security, accuracy and reliability.

When you provide your payment details, you confirm that it is your card, and you authorise us to take the relevant payment including any associated costs such as delivery costs. Payments for all Lotus related services, medications and products are made in full at the time of purchase (you accept that there is no contractual obligation for a prescriber to issue a prescription if it is deemed unsafe or inappropriate).

You acknowledge that Lotus is facilitating the patient-prescriber consultation and the consequential dispensing and delivery of medications by a partner pharmacy, and that we are collecting payments for them and on their behalf. Lotus may validate payment information securely and confidentially by using other verification services, which may check the information against credit reference agencies- this may appear on your credit report but will not affect your credit score.

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Lotus Loyalty Terms & Conditions

These Terms and Conditions govern participation in the Lotus Loyalty Program (“the Program”) offered by Lotus Weight Loss Ltd. By joining or participating in the Program, customers agree to the following terms:

1. Eligibility

The Program is open to all active Lotus Weight Loss customers who maintain a valid subscription and registered account. Customers will be able to access the Loyalty Scheme, view their balance, redeem points etc by logging into their Lotus account via the website and clicking on ‘My account’ to access the account dashboard. We use Gratisfaction by AppsMav to help us run the Lotus Loyalty Programme and by participating you also agree and accept AppsMav terms & conditions.

Points will begin accruing from the date of the customer’s first qualifying purchase.

2. Earning Points

Customers can earn points in the following ways:

a. Purchases:

Earn 5 points for every £1 spent on all purchases. Points are automatically applied to your account after your order is successfully processed.

b. Social Media Engagement, Bonuses, Birthdays:

Earn 50 points per approved action. Eligible actions include:

– Liking or commenting on Lotus Weight Loss social media posts

– Sharing personal progress and tagging our official account

– Creating relevant and authentic content featuring Lotus products

– Bonus points campaigns will be released periodically at the discretion of Lotus and will consist of a variable number of points e.g. double points for engagement on Halloween

– On a customers birthday they will receive 500 points.

Engagement points are reviewed for authenticity. Duplicate or spam comments, bot activity, and fake accounts are not eligible and may result in removal from the Program. Each month the ‘eligible actions’ are updated to include new ways to earn points. The maximum amount of new eligible actions and points each month is at the discretion of Lotus but their will be a minimum of an additional 500 points available each month (this is in addition to points achieved from repeat purchases and bonus points campaigns).

c. Referrals:

Customers may refer up to 10 friends or family members.

When a referred person places their first order:

– The new customer receives 1,500 points (£15 value)

– The referring customer also receives 1,500 points (£15 value)

In order to prevent spamming and misuse of referral codes, they must only be shared with friends and family and with those you believe would genuinely benefit from our services.

Referral activity is monitored for fairness. Customers found to be:

– Mass posting referral codes

– Creating fake accounts

– Misusing the system

may have their referral privileges revoked and all points forfeited.

Lotus Weight Loss reserves the right to suspend or remove any customer from the Program in cases of suspected misuse or violation of these terms.

3. Redeeming Points

Every 100 points equals £1 off your future order.

Points may be used to pay for an order at checkout.

Customers can convert points into instant checkout credit—every 100 points knocks £1 off their order.

Points are not refundable, have no cash value, and cannot be transferred between users.

Points do not expire as long as the customer maintains an active account with Lotus Weight Loss.
If a customer is deemed no longer clinically suitable or safe for treatment by our clinicians then we reserve the right to refuse treatment and in that case all accrued loyalty points will be forfeited without compensation.

5. Program Changes and Termination

Lotus Weight Loss Ltd reserves the right to modify, pause, or terminate the Program at any time.

If changes are made, we will update these Terms & Conditions and notify customers via email or their online account dashboard.

Any unredeemed points at the time of program termination will be forfeited.

6. Advertising Compliance and Prescription Medication Guidelines

All participants must adhere to the UK Advertising Standards Authority (ASA) and MHRA Blue Book guidance, particularly regarding the advertising of prescription-only medications (POMs).

Customers must not name or reference specific medications (e.g., product brand names) in any public content, including but not limited to social media, blogs, videos, or referral messages.

The focus of all communications should be on the Lotus Weight Loss service, not the medication. Content should reflect personal experiences with the service, support, and journey, not promote specific treatments.

Misleading or non-compliant advertising may result in suspension from the Program and the forfeiture of loyalty points.

7. Support and Contact

For any questions or concerns about your points, referrals, or Program participation, please contact our customer support team at:

support@lotusweightloss.co.uk

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Out of Stock Items

Lotus makes the best effort to maintain accurate stock availability status on our website and associated applications. However, from time to time, it is possible that a medication may be out of stock in our partner pharmacy at the time payment has been accepted. This may be due to several factors, the fast-changing and unpredictable nature of the UK pharmaceutical wholesaler supply chain being a main factor- this has been exacerbated by current European and world events. If an item is out of stock, we will let you know as soon as possible by email or telephone. We will try our best to suggest a suitable alternative product, however, if we are unable or you would like a full refund then we will process this within 7-10 working days.

Medications Errors

We take medication safety very seriously and pride ourselves on our high standards of medication safety and accuracy. However, the reality is that mistakes do happen in all areas of healthcare in the UK. When they do happen, we will act promptly to investigate, rectify and offer support and advice to our patients and colleagues. At Lotus, we have a ‘no blame’ culture when it comes to medication and prescribing errors- this helps us maintain transparency and learn from our mistakes, so we can improve our practice and reduce the chance of errors re-occurring in the future- minimising potential harm to our patients and the public.

If you receive a delivery that contains a medication that has been either prescribed or dispensed in error, then please contact us as soon as possible. We will listen, investigate and offer advice and support. If you suspect you may have come to harm from using the wrong medication then please seek prompt medical advice. If you feel you need urgent care, then please see our Urgent Care page for more information or call 999 in an emergency.

Consent

When engaging in a digital consultation with the Lotus prescribers you consent for the recording, storage and use of you identity and registration details (including name, DOB and address etc.) for the purposes of conducting a safe and appropriate consultation and the dispensing and delivery of any medications by the partner pharmacy. You consent to this information being stored in a secure clinical system and used for the purposes of clinical care only unless explicit consent is obtained otherwise for alternative use such as promotional activities, under General Data Protection Regulation (GDPR) guidance. Each prescriber that Lotus facilitates access to is registered with a UK regulatory professional bodies (GMC, NMC or GPhC) and you understand that their registration details can be checked on the respective regulators website. A list of Lotus clinicians and their registration details can also be found on the ‘About us’ page of the website.

Patient Consent

Lotus is dedicated to providing high-quality care through innovative telemedicine technology, allowing you to receive expert care without needing to visit a clinic in person. Telemedicine is a proven and effective method for diagnosing and managing a variety of healthcare conditions remotely including obesity.

While telemedicine offers significant advantages, including convenience and safety, it is important to understand that it may not always serve as a complete substitute for an in-person assessment. If you feel your condition would be better assessed face-to-face, we recommend seeking care from your GP in a traditional clinical setting. Please be aware that choosing in-person care might lead to delays in your treatment.

Information Use and Consent

To accurately assess your condition and provide appropriate treatment recommendations, Lotus requires certain information from you. This may include written descriptions, clinical photographs, and/or videos, which may be requested at different stages of your consultation- before, during, or after the online consultation, whether through live interaction or a photo submission.

By consenting to use Lotus services, you agree that your information, including photographs and/or videos, will be used solely for managing your health records and providing care. If we wish to use your information for any other purpose, such as training or academic research, we will request your explicit consent.

Booking a consultation or submitting a case through Lotus implies your consent to these terms. All patient information is securely stored on Lotus’s cloud-based servers and is accessible only to authorised professionals. Care is provided virtually from secure locations, either within healthcare facilities or from clinicians’ private workspaces.

Patient Consent Form

By using Lotus’s services, you (the patient and/or service user) confirm the following:

The ID verified during your registration with Lotus is accurate, and you are the person you claim to be. Your are not submitting a case on behalf of another person without authorisation, nor are you impersonating another individual. You agree to Lotus using an online verification agent to confirm your identity when needed to ensure patient safety.

You agree to provide Lotus with the necessary information, including photographs and/or videos, to help in the assessment of your condition.

You understand that telemedicine involves the delivery of care over the internet, which may have technical limitations or occasional disruptions.

You are aware that online consultations may not fully replace a face-to-face assessment.

You acknowledge that the accuracy of diagnoses based on photographs may differ from those obtained through an in-person examination.

You understand that you have the opportunity to ask questions before submitting your case for review- you can contact us at any time for help and support.

You understand that live consultations will not be video recorded, except in exceptional circumstances where the clinician feels threatened or abused, or if you request the recording because you feel threatened or abused.

You understand that your contact details and prescription information will be securely forwarded to our partner pharmacy to issue your medication unless you choose to have the prescription sent to a different pharmacy or a private paper prescription sent to you in the post (writing and posting a private paper prescription to you attracts an additional fee of £20).

You acknowledge that you may be prescribed medication for your medical condition or another/ related condition. Your clinician will explain its purpose, any required monitoring (if applicable), and potential side effects. You are aware that some medications may be used “off-label” or “unlicensed.” You retain the right to refuse prescriptions and request further information or evidence before proceeding.

You understand that you can withhold or withdraw your consent at any time without affecting your right to future care or treatment. If you wish to retract you consent later, you will contact Lotus directly.

You understand that Lotus does not automatically inform your GP about the consultation, advice or medications/products provided unless for high risk medications such as weight loss injections, where we will gain your explicit written consent. The information shared during your consultation with Lotus remains confidential between you and our clinic. However, we strongly encourage that you share the details of the consultation and any treatments with your registered NHS GP within an appropriate timeframe, to ensure continuity of care and patient safety. You also accept that Lotus may contact you GP or another relevant party (such as social services or the police) without your consent only in exceptional circumstances such as when we have reasonable evidence to believe that yours or another person’s health or life is in danger, or for purposes of preventing or reporting crime.

Lotus does not treat patients under the age of 18.

If a patient aged is unable to sign for themselves but has indicated their consent, a guardian may sign on their behalf.

Liability

Lotus and its third-party prescribers, accept full clinical responsibility for any patients that engage in our services for the purposes of consultation and prescribing services related to the conditions which we have treated them for. Lotus does not accept liability or responsibility for any harm that is related to errors in the dispensing service as provided by our partner pharmacy, CloudRx, or any harm, loss or damage caused because of the actions of other third-party providers or organisations reasonably outside of our control. Lotus will not be liable for any loss or damage (in contract, negligence or otherwise) unless such loss or damage is caused by a breach by us of our Terms and Conditions or a breach by us of an established duty of care owed by us to you; and the loss or damage is a reasonably foreseeable result of any such breach. Lotus is not responsible or liable for harm, loss or damage caused by the result of not informing a patients G.P or other medical care-giver of services, treatments, advice or medications provided to the patient by Lotus; you (the patient), accept it is the patient’s responsibility to fully inform their GP or other healthcare professional, where appropriate, of information of this nature.

Complaints and Feedback

If you feel you have been let down by any part of our service, we welcome your feedback. We promote an open culture of learning and improving. If you would like to offer some feedback (positive or negative), or make a complaint, please do so in writing and email support@lotusweightloss.co.uk – put the subject header as ‘Feedback’ or ‘Complaint’. We will respond to your complaint in writing by no later than 7 working days after we have received it. We take all complaints seriously and we would like to work with you to resolve it and offer our understanding and support.

Referral Letters

We can provide referral letters to other healthcare professionals including GPs and consultants. As this is a private service we charge £30 per referral letter. If you require a referral letter you can request one by emailing support@lotusweightloss.co.uk and we aim to process all referral letters within 5 working days. We will send you a copy of the referral letter by email only- we do not send any by post.

Telephone and Video Consultations

Our prices are for the consultation fee only and do not include the price of any prescribed medications or products. Any medications or products we may recommend during the consultation will be made available for you to purchase after the completion of an online consultation questionnaire. There is no obligation for you to purchase these medications or products. We may offer telephone or video consultations at our own discretion and may charge a fee for this.

Cancellation Policy

If you would like to cancel your appointment then please do so at least 48 hours before the appointment time and we will offer you the chance to reschedule or claim a full refund. Any cancellations within 48 hours of your appointment will not be refunded but may be rescheduled. You can cancel or reschedule your appointment by emailing support@lotusweightloss.co.uk

Age & Location

We only offer consultations to those aged 18 or over and those resident in the UK.

Privacy and Cookies Policies

Our website uses cookies. We will ask you to consent to our use of cookies in accordance with the terms of this policy when you first visit our website. A cookie is a file containing an identifier (a string of letters and numbers) that is sent by a web server to a web browser and is stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server.

Cookies may be either “persistent” cookies or “session” cookies: a persistent cookie will be stored by a web browser and will remain valid until its set expiry date, unless deleted by the user before the expiry date; a session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed. Cookies do not typically contain any information that personally identifies a user, but personal information that we store about you may be linked to the information stored in and obtained from cookies.

We use cookies for the following purposes: (a) personalisation. We use cookies to set your preferred colour scheme for this website (b) cookie consent. We use cookies to display our cookie policy banner when you first visit this website (c) security & status. We use cookies to enable the display of a captcha security image on our online forms. In addition, we also track your progress while navigating online forms. Our service providers do not add cookies to this website.

Most browsers allow you to refuse to accept cookies and to delete cookies. The methods for doing so vary from browser to browser, and from version to version, and can be looked up by searching for the relevant browser’s cookie policy using a search engine. Blocking all cookies will have a negative impact upon the usability of many websites. If you block cookies, you will not be able to use all the features on our website. This website does not currently allow you to manage your preferences relating to the use of cookies. This is because the site only sends necessary cookies for the basic operation of the website, it does not send statistic gathering or marketing or other unnecessary cookies.

Please see our Privacy Policy (link at the bottom of the homepage) for more information on Privacy.

Third Party Rights

No person who is not a party to this Agreement will have any right to enforce it pursuant to the Contracts (Rights of Third Parties) Act 1999.

Waiver Rights

Any delay, omission, indulgence or forbearance by either party to exercise any of the rights nor any non-compliance by a party under this agreement shall not be construed as a waiver of that right, not shall it impair such right on future occasions.

Legal Jurisdiction

Each party to this agreement irrevocably agrees that the courts of England and Wales shall have exclusive jurisdiction to hear, settle and/or determine any dispute, controversy or claim (including any non-contractual dispute, controversy or claim) arising out of or in connection with this agreement, including any question regarding its existence, validity, formation or termination. For these purposes, each party irrevocably submits to the jurisdiction of the English and Welsh courts.

Terms and Conditions

Section A- Introduction and General Terms

Section B- Contact Us

Section C- Further Terms

Patient Consent

To have an account you must first purchase a medication.