Terms of using Novya.

Payment does not guarantee prescription treatment. Clinical suitability is reviewed before any prescribing decision is made.

After payment is confirmed, assessment answers are transmitted through Cliniko for review by The London Weight Loss Clinic. Novya is not the clinic, pharmacy or prescribing service.

Product availability, pricing and next steps are shown before you continue where they apply to your route.

Pricing for the online consultation route is paid for before a clinical assessment submission is sent. If an assessment shows the route is not suitable, we will support next steps and discuss available alternatives before any treatment decisions continue.

If treatment is not supplied, requests for refunds are assessed by Novya with support input from the clinical partner and paid according to applicable law, your payment method chargeback rights and any separate written policy supplied in the support journey.

You may end the process before submitting assessment answers. If a card payment is collected, any return is handled under the separate refund and chargeback process agreed at the point of payment.

If you need to raise a complaint, use the published complaints route and we will keep records for timely review by relevant staff.