Policies

Refund Policy

We are committed to providing you with high-quality products and clear information on their safe and correct use. Please read our Refund & Returns Policy carefully before placing your order.

1. No Refunds After Dispatch

Once your order has been dispatched, we do not offer refunds under any circumstances. This includes (but is not limited to):

• Change of mind
• Unused or unopened items
• Reported lack of effectiveness
• Weight gain, no weight loss, or any other undesired outcome
• Side effects or reactions to the product

2. Clinical Discretion & Product Changes

• All medication is prescribed based on a clinical decision made in your best interests following medical assessment.
• The product purchased may differ from the product received if the prescriber deems an alternative more appropriate for your safety or efficacy.
• The clinical decision is final and made in line with professional standards and regulatory guidance.
• Any payment differences (if applicable) will be adjusted accordingly, and no refunds will be issued due to product substitution made on clinical grounds.

3. Orders Not Yet Dispatched

If your order has not yet been dispatched, you may request a refund. However, a £30 administration fee will be deducted from your refund total to cover processing and admin costs.

4. Product Use, Storage & Safety

• Full instructions for safe and correct use are provided with each order. It is your responsibility to read and follow all instructions carefully.
• You are solely responsible for storing products correctly and safely, including keeping them out of reach of children.
• We are not responsible for any accidents, injuries, or misuse of the products once delivered.
• We are also not liable for any breakages, loss, or damage to the products once you have begun using them.

5. Health & Outcome Disclaimer

Your payment is for the products only and does not include any guarantees of weight loss or specific results. As individual results may vary, we do not offer refunds based on:

• Lack of weight loss
• Weight gain
• Side effects or adverse reactions
• Dissatisfaction with results

6. Legal Exemption from Consumer Rights

Please note:

Under UK Consumer Contracts Regulations, prescription-only medications are exempt from standard consumer cancellation rights. This means:

• You do not have the legal right to a “cooling-off” period or automatic refund once the product is ordered and prepared for dispatch.
• Refund rights under consumer law do not apply to medicinal products that are made to order or personalised based on clinical assessment.

7. How to Request a Refund (Pre-Dispatch Only)

If your order has not yet been dispatched and you wish to cancel, please contact us as soon as possible at:

• 📧 info@theskinnyjab.co.uk
• 📞 +44 333 77 22 848

Please include your full name, order number, and reason for the refund request. If the order has already been processed for shipping, a refund will not be possible.

8. Contact Us

If you have any questions about this policy, please contact:

WLO Ltd
📍 The Yewtree, High Street, Wrexham, LL12 8RF
📧 hello@carolinebalazs.com
📞 +44 538 333 080

Medical Responsibility

1. Clinical Oversight & Prescribing Authority

When you join our patient community, you will be paired with a dedicated, highly qualified Nurse Practitioner who will oversee your care throughout your treatment.

Your clinician will be available for direct contact during working hours, and 24/7 support is available for emergency concerns.

We prioritise tailored, supportive care and will communicate with you in a way that suits your preferences—you have full autonomy to choose how much guidance or interaction you want.

All prescribing decisions, including choice of medication and dosage, are made solely by the clinician, who will always act in your best interests and prioritise your safety.

2. Clinical Decision-Making is Final

If a patient orders an incorrect dose or product, they will not automatically be supplied with their request. The clinician will prescribe only what is safe and appropriate, in line with UK safe prescribing guidelines.

If a change in product or dose is required based on clinical assessment, the patient will be refunded for any overpayment, but the clinician’s decision is final and may override any placed order without prior notice.

3. Due Diligence Requirements

Before any prescription is dispatched:

• Patients must complete a video and audio consultation,
• Submit a completed health form,
• And provide evidence of current weight and valid identification (ID).

If any of these steps are incomplete, the product will not be dispatched until the clinician is satisfied that all required safety and regulatory checks have been met.

4. No Medical Guarantees

WLO Ltd does not guarantee:

• Specific weight loss outcomes,
• Absence of side effects,
• Or guaranteed satisfaction with the medication’s effects.

Your results will vary depending on factors such as adherence to instructions, overall health, lifestyle, and metabolism.

5. Medication Use & Storage

Clear usage instructions are provided with all medications. You are responsible for following them accurately.

Misuse, mishandling, incorrect storage, or neglect of instructions is entirely your responsibility.

You must store medication safely, out of reach of children or third parties. We accept no liability for injury or complications resulting from improper storage or use.

6. Emergencies & Adverse Reactions

Any side effects or concerns should be reported to your assigned clinician immediately.

In case of a serious or urgent reaction, seek help from NHS 111 or your nearest A&E.

7. Integration with NHS Care

We advise you to inform your GP or regular healthcare provider of your treatment with us to ensure integrated and safe care. Our services do not replace routine NHS care for long-term or unrelated health conditions.

8. Information Accuracy

You agree that all medical and personal information provided to us is true, accurate, and complete.

Providing false or misleading information may result in:

• Cancellation of treatment,
• No refund,
• And WLO Ltd accepting no responsibility for outcomes resulting from misinformation.

9. Limitation of Liability

WLO Ltd accepts no responsibility for injury, harm, or loss once medication has been dispensed and dispatched.

We do not offer replacements or refunds due to dissatisfaction, side effects, or lack of results.

We are not liable for issues arising from misuse, incorrect information provided, or failure to follow our processes.

Medicines Management Policy - Governance of Medicines Use and Supply

MED-GOV-001-SJ

Effective Date: 01/01/2026

Review Date: 01/01/2027

Version: 1.0

1. Purpose

This Medicines Management Policy sets out the overarching governance framework for the safe, effective, and lawful use, prescribing, supply, storage, and monitoring of medicines, including Prescription Only Medicines (POMs).

The policy ensures compliance with:

• Human Medicines Regulations 2012
• Medicines and Healthcare products Regulatory Agency (MHRA) guidance
• Care Quality Commission (CQC) regulatory requirements and Key Lines of Enquiry (KLOEs)
• Professional standards for prescribing and medicines management

2. Scope

This policy applies to:

• All medicines prescribed, supplied, or managed by the organisation
• All clinical and non-clinical staff involved in medicines-related processes
• All service delivery models, including face-to-face, remote, and online services

3. Principles of Medicines Governance

The organisation is committed to ensuring that:

• Medicines are used only when clinically appropriate
• Patient safety is prioritised at all stages of the medicines pathway
• Prescribing decisions are independent, evidence-based, and free from commercial influence
• Medicines are supplied in accordance with legal and regulatory requirements
• Robust systems exist for monitoring, audit, and continuous improvement

4. Roles and Responsibilities

4.1 Accountable Officer / Registered Manager

• Overall responsibility for medicines governance
• Ensures systems are in place to meet regulatory requirements
• Oversees risk management and compliance

4.2 Clinical Lead

• Provides clinical oversight of prescribing and medicines use
• Ensures prescribing practices align with clinical guidelines
• Reviews incidents, audits, and non-compliance related to medicines

4.3 Prescribers

• Must be appropriately registered and authorised to prescribe
• Are responsible for clinical assessment, prescribing decisions, and documentation
• Must prescribe in the patient’s best interests and within scope of practice

4.4 Staff Involved in Medicines Supply

• Must follow SOPs relating to prescription verification, supply, and record keeping
• Must escalate concerns or deviations immediately

5. Prescribing and Supply of Medicines

10.1 Clinical Assessment and Prescribing

• All medicines, particularly POMs, require an appropriate clinical assessment prior to prescribing.
• Prescriptions may only be issued by authorised prescribers.
• Prescribing decisions must be documented and auditable.

5.2 Separation of Prescribing and Supply

• No medicine may be sold, supplied, or paid for without a valid prescription.
• Payment processes must not influence prescribing decisions.

5.3 Supply of Medicines

• Medicines must be supplied strictly in accordance with the prescription.
• Verification checks must be completed prior to supply.

6. Storage, Handling, and Security

• Medicines must be stored securely and in line with manufacturer guidance.
• Access to medicines must be restricted to authorised personnel.
• Temperature-controlled storage must be monitored and recorded where required.

7. Monitoring, Review, and Follow-Up

• Patients receiving medicines must be provided with appropriate information and follow-up arrangements.
• Monitoring requirements must be proportionate to the medicine prescribed.
• Systems must be in place to identify and respond to adverse effects.

8. Incident Reporting and Risk Management

• Medication errors, near misses, and adverse incidents must be reported in line with the Incident Management Policy.
• Incidents will be reviewed to identify learning and prevent recurrence.
• Serious incidents will be escalated appropriately.

9. Training and Competency

• All staff involved in medicines management must receive appropriate training.
• Training records must be maintained.
• Competency will be reviewed regularly.

10. Audit and Quality Assurance

• Medicines management processes will be subject to regular audit.
• Audit findings will be reviewed by the Clinical Lead.
• Actions will be implemented to support continuous improvement.

11. Record Keeping and Data Protection

• Accurate and complete records must be maintained for all medicines-related activities.
• Records must be stored securely and in accordance with GDPR and data protection legislation.

12. Linked Policies and SOPs

• Prescription Requirement Prior to Purchase of POMs SOP
• Prescribing Policy
• Online and Remote Prescribing SOP
• GLP-1 Prescribing SOP
• Weight Management Service SOP
• Incident Management Policy
• Consent and Capacity Policy
• Data Protection and GDPR Policy

13. Approval

Approved by: Caroline Balazs
Role: Lead Clinical Prescriber
Date: 01/01/2026

Complaints Procedure

At WLO Ltd, we are committed to providing the highest standard of care and service to all our patients. If you are dissatisfied with any part of your experience, we take your concerns seriously and encourage you to share them so that we can address the issue promptly and fairly.

1. How to Make a Complaint

If you wish to make a complaint, please do so in writing by email:

📧 info@theskinnyjab.co.uk

📍 Or in writing to:
Complaints Department
WLO Ltd, The Yewtree, High Street, Wrexham, LL12 8RF, United Kingdom

Please include the following:

• Your full name
• Date of birth
• The email address used when registering
• A clear description of your complaint
• Any relevant dates, names, or supporting evidence

2. What Happens Next

Step 1: Acknowledgement

We will acknowledge your complaint within 5 working days of receipt.

Step 2: Investigation

• Your complaint will be reviewed by our Complaints Manager and relevant team members.
• We may contact you for further information or clarification.
• Where applicable, a clinician may be consulted regarding clinical matters.

Step 3: Response

• A formal written response will be issued within 21 working days.
• If more time is needed, we will inform you and provide an estimated timeframe.

3. Outcomes

We aim to:

• Resolve your complaint fairly and transparently
• Offer an explanation, an apology (if appropriate), and steps taken to prevent recurrence
• Outline any corrective actions or compensation (if applicable)

Please note:

• Clinical decisions are final and cannot be overturned if they were made in line with best practice and prescribing guidelines.
• No refund or replacement will be issued where it contradicts the company's published policies or UK prescription medicine law.

4. Escalating a Complaint

If you are dissatisfied with the outcome of your complaint, you may escalate it by requesting a Senior Review within 14 days of receiving our final response.

5. Unacceptable Behaviour

We operate a zero-tolerance policy regarding abusive, threatening, or aggressive behaviour. If a complaint is submitted using inappropriate or offensive language, we reserve the right to terminate the communication or take further action if necessary.

6. Confidentiality

All complaints are handled confidentially and in accordance with UK GDPR. Your privacy and personal information are protected throughout the process.

7. Contact Information

📧 info@theskinnyjab.co.uk
📍 WLO Ltd, The Yewtree, High Street, Wrexham, LL12 8RF

Privacy Policy

At WLO Ltd (The SkinnyJab), we are committed to protecting your privacy and ensuring that your personal data is handled safely and responsibly. This Privacy Policy explains how we collect, use, store, and share your information in accordance with the UK General Data Protection Regulation (UK GDPR) and other relevant data protection laws.

1. Who We Are

WLO Ltd (The SkinnyJab)
The Yewtree, High Street
Wrexham, LL12 8RF
Company Registration Number: 14781213

2. Information We Collect

We may collect and process the following personal data:

• Contact Information: Name, email address, postal address, and phone number
• Health Information: Medical history and health-related data provided by you in relation to our services
• Payment & Order Information: Purchase history, delivery details, and payment method (we do not store full card details)
• Usage Data: Information on how you use our website, including cookies and browsing behavior
• Communication Records: Any messages, emails, or enquiries you send to us

3. How We Use Your Information

We use your data to:

• Process and deliver your orders or prescriptions
• Provide customer support and respond to your enquiries
• Ensure legal and regulatory compliance
• Send you relevant updates, offers, and health-related information (if you have opted in)
• Improve our services, website, and customer experience

4. Legal Basis for Processing

We process your data on the following legal grounds:

• Consent – for marketing emails or processing sensitive health information
• Contractual Obligation – to fulfil your orders or service agreements
• Legal Obligation – to meet regulatory requirements
• Legitimate Interests – to operate and improve our business

5. Sharing Your Information

We may share your information with:

• Partner pharmacies and licensed healthcare professionals
• Delivery and courier services
• Payment processing providers
• IT, hosting, and admin support providers
• Legal, regulatory, or law enforcement bodies (when required)

We do not sell or rent your personal data to third parties.

6. International Transfers

If your data is transferred outside the UK, we ensure appropriate safeguards are in place, such as Standard Contractual Clauses (SCCs) approved by the UK government.

7. Data Retention

We retain your personal data only as long as necessary for the purposes outlined above or as required by law. Medical and order records are retained in accordance with healthcare and financial regulations.

8. Your Rights

Under UK GDPR, you have the right to:

• Access the personal data we hold about you
• Request correction of inaccurate data
• Request erasure of your data (where legally possible)
• Object to or restrict certain processing
• Withdraw consent at any time (for marketing or health data)
• Lodge a complaint with the Information Commissioner’s Office (ICO)

To exercise any of your rights, contact us at:

• 📧 [Insert privacy contact email]
• 📞 [Insert phone number]

9. Cookies

Our website uses cookies and similar tracking technologies to improve your browsing experience, analyze site traffic, and tailor content. You can control cookie settings in your browser. Please refer to our [Cookie Policy] for more detail.

10. Marketing

If you have opted in, we may send you occasional marketing emails with relevant offers or updates. You can unsubscribe at any time by clicking the link in the email or contacting us directly.

11. Changes to This Policy

We may update this Privacy Policy from time to time. Any significant changes will be communicated to you via email or prominently on our website.

12. Contact Us

If you have questions about how your personal data is handled, please contact us:

WLO Ltd (The SkinnyJab)
📍 The Yewtree, High Street, Wrexham, LL12 8RF
📧 info@theskinnyjab.co.uk
📞 +44333 77 22 848

Cookie Policy

This Cookie Policy explains how WLO Ltd (The SkinnyJab) uses cookies and similar technologies on our website. By continuing to browse or use our website, you agree to the use of cookies as outlined below.

1. What Are Cookies?

Cookies are small text files placed on your device when you visit a website. They help websites function effectively, remember your preferences, and provide information to website owners about user interactions.

2. Types of Cookies We Use

We use the following types of cookies:

Strictly Necessary Cookies

These cookies are essential for the website to function properly. They enable core features like security, page navigation, and access to secure areas.

• Example: Session management, cart functionality

Performance & Analytics Cookies

These cookies collect information about how visitors use our website, such as which pages are visited most often and any errors encountered.

• Tool: Google Analytics (or similar)
• Purpose: Improve user experience and website performance
• Data collected: IP address (anonymised), browsing behavior

Functionality Cookies

These cookies remember your preferences and choices to enhance your experience on the site.

• Example: Language settings, login details (if applicable)

Marketing & Advertising Cookies

We may use cookies to deliver relevant advertisements to you and measure the effectiveness of our campaigns. These cookies may be set by us or by trusted third-party providers.

• Example: Facebook Pixel, Google Ads tracking

3. Managing Your Cookie Preferences

You can manage or disable cookies in your browser settings. However, please note that disabling certain cookies may impact website functionality.

Most browsers allow you to:

• View and delete cookies
• Block cookies from specific sites
• Block all cookies

Visit www.aboutcookies.org or your browser's help section for guidance.

4. Third-Party Cookies

Some cookies on our site are set by third-party services, such as analytics providers or advertising platforms. These third parties may use their cookies to collect data independently. We encourage you to review their respective privacy policies.

5. Changes to This Policy

We may update this Cookie Policy from time to time to reflect changes in technology or legal requirements. Please revisit this page periodically to stay informed.

6. Contact Us

If you have questions about our use of cookies or your data, please contact:

WLO Ltd (The SkinnyJab)
📍 The Yewtree, High Street, Wrexham, LL12 8RF
📧 info@theskinnyjab.co.uk
📞 +44 333 77 22 848

Request Information Policy

This policy outlines how WLO Ltd (“The SkinnyJab”) manages requests for information from patients, third parties, and authorities regarding personal, medical, or service-related data.

1. Requests from Patients

Under UK GDPR and the Data Protection Act 2018, patients retain the right to access their personal data, including elements of their medical record.

We fully respect these rights and continue to provide data access in accordance with the law.

However, prescribing information relating specifically to weight-management medication (including drug name, dose, frequency, titration, duration and prescribing history) carries inherent safety considerations.

We have observed instances in which this information has been used to obtain concurrent prescriptions from multiple providers, leading to unsafe duplication and uncontrolled access to medication.

This represents a material risk to patient safety, professional prescribing standards and regulatory compliance.

To mitigate this risk, we no longer release prescribing information of this type directly to patients.

Instead, and with the patient’s written consent, we transfer the relevant information directly to another registered healthcare provider, pharmacy or medical institution to support continuity of care and safe clinical decision-making.

This approach aligns with responsible prescribing governance, safeguards against duplicate dispensing, and ensures that health professionals involved in treatment have full clinical context when assessing suitability and dose escalation.

The information may include:

• A copy of your health form or consultation record
• A summary of medication prescribed
• Order or delivery history
• Clinical decision or communication logs
• Confirmation of clinician assignment

To request information, email: info@theskinnyjab.co.uk

Include:

• Your full name
• Date of birth
• Email used at registration
• A clear description of the information you are requesting

We may request proof of identity before releasing any information.

There is a charge to cover clinical time compiling this information, the fees are set out in section 4.

3. Response Times

We aim to respond to all valid information requests within 7 calendar days.

For complex requests or large data volumes, this period may be extended by an additional 7 days. You will be informed of any delay.

4. Fees

Standard Administrative Fees Apply for Clinical Information Requests:

Information Requested	Fee
Email confirmation of current medication (issued within 3 months, named patient only)	£60
Emailed copy of one prescription (issued within 3 months)	£90
Full set of medical records (posted hard copy, includes all past prescriptions; not available by email)	£150

Please allow a minimum of 7 days (excluding weekends & bank holidays) to process clinical information upon receipt of payment.

Presenting a copy of your prescription to another organisation to obtain medication without the prescriber’s written consent is illegal and fraudulent, carrying the risk of custodial sentence and legal action.

5. Third-Party Requests

We do not release personal or clinical information to third parties without your written consent, unless required by law.

6. Clinical Clarifications

For clarification regarding a clinical decision, please contact:

• Your assigned clinician directly, or
• Email: info@theskinnyjab.co.uk

All clinical decisions are final.

7. Refusals

We may refuse a request if:

• It breaches another person’s privacy
• It is repetitive, unfounded, or excessive
• Legal or clinical reasons prevent disclosure

You will be informed with an explanation.

8. Data Protection

We are compliant with UK GDPR. All data is handled securely, confidentially, and only by authorised personnel.

9. Contact

📧 info@theskinnyjab.co.uk
📍 WLO Ltd, The Yewtree, High Street, Wrexham, LL12 8RF, United Kingdom