top of page

Terms & Conditions

Effective Date: 05/06/2025 

 

Welcome to Rebalance Health. By using our website, digital services, and/or attending in-person or online consultations, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. These terms may be amended from time to time, and updated versions will take effect upon publication on our website.

​

The Rebalance Health website (rebalancehealth.co.uk) is owned and operated by Asteys Management Limited t/a Rebalance Health and our lead clinician is SCOPE certified, the gold standard in weight loss qualifications. The company is registered in England and Wales (company number 13519256).

​

1. Introduction and General Terms 

About Us

Rebalance Health is an independent, doctor-led SCOPE certified, weight management and metabolic health clinic, based in Wales. We are registered with Healthcare Inspectorate Wales (HIW) ( Registration number >>>>>>) to provide safe and appropriate weight and health services to residents of the United Kingdom.

 

Clinic Contact Details:

  • Address: Station House Health & Wellbeing, The Old Station, St Nicholas, Vale of Glamorgan, CF5 6SH 

  • Phone: 07733 231 670 

 

Our doctors are fully licensed with the General Medical Council (GMC), and any associated clinical partners (e.g. prescribing pharmacists, dieticians, physiotherapists or nurses) are registered with their respective UK regulators, such as the GPhC and NMC.  

 

Our Services 

We provide: 

  • Face-to-face, digital (online) and phone medical consultations for weight management and related metabolic health conditions. Initial consultations are always face to face either in person or via video consultation. 

  • The clinician will assess you to look at the pattern of your weight gain to identify causes and triggers to help you in your weight loss journey by having a better understanding and identify if you are suitable for medical treatments.

  • They will also assess you specifically for the complications of excess weight, eg. Impaired glucose tolerance, type 2 diabetes, hypertension, PCOS, which are often neglected. They may advise further investigations to identify these complications such as blood tests, Ultrasounds or sleep studies, as examples, that can then be accessed privately or the clinician will also be happy to write to your GP but cannot guarantee they will perform these investigations. Treatment and monitoring can also be offered once these have been identified. 

  • The clinician 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 clinician to offer a prescription and, if deemed unsafe or inappropriate, the clinician is within their rights to refuse to write a prescription and can refer you to another appropriate health-care service. 

  • The clinician can also discuss the benefits to weight loss of the multi-disciplinary team and introduce, as appropriate and requested,  to other members of this team that can support the individual on their unique weight loss journey. 

  • Ongoing treatment reviews and follow-ups of weight management and the complication of excess weight. 

  • Ongoing management and monitoring following weight loss surgery. 

  • Erectile dysfunction and HRT treatments. 

  • Onward referral to appropriate specialist services, as required eg. bariatric surgery, sleep clinic, gynaecology etc. 

  • Rebalance Health may also sell non prescription related products for example, but not limited to, vitamins, nutritional supplements, and collagen. 

  • All services, products and medications supplied directly or indirectly by Rebalance Health are for the registered users use only and 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 Rebalance Health 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. 

 

2. Using Our Services 

Eligibility and Identity Verification

You must be: 

  • Aged 18 or over 

  • Located in the UK at the time of consultation 

  • Able to provide accurate identity and medical information 

 

You agree to: 

  • Provide truthful, accurate, and complete information 

  • Only use Rebalance Health services on your own behalf 

  • Inform your GP of any treatments prescribed, or allow us to do so on your behalf 

Rebalance Health uses photo identity verification and you would need to bring a photo id document to your first appointment.  

 

Urgent Care Disclaimer 

Rebalance Health does not provide emergency or urgent care. If you are experiencing a medical emergency, you should call 999 or use NHS 111. 

 

3. Prescriptions, Delivery and Returns 

Prescriptions and Delivery 

Initial prescriptions are only issued after a consultation and are given to you at your appointment or can be sent to our neighbouring pharmacy or posted to you. Postage costs will be chargeable. When stable, repeat prescriptions can be issued for up to 3 - 6 months without scheduled review, depending on where you are in your weight loss journey.

​

Unscheduled review can be booked within that period, as required, and urgent queries can be submitted via the website.

​

Prescriptions issued will be private prescriptions, not NHS, and can be taken to a registered pharmacy where the medication will be dispensed. Prices may vary, depending on the pharmacy; you are paying for the cost of the medication plus a pharmacy dispensing fee.

​

The medications prescribed for weight loss can be very popular and, as such, there can sometimes be supply issues. If you experience this, check with the pharmacist if it is a pharmacy stock issue or whether there is a general shortage, you may be able to get the medication at a different pharmacy or have it ordered. If there is genuinely no availability, please contact us via enquiries@rebalancehealth.co.uk with the pharmacy's telephone number and we will help to resolve your issue.

​

Returns and Refunds

We do not accept returns of prescription medications. You would need to speak to your pharmacy if there are any issues with the medication.

​

We advise you to check your prescription and dose very carefully when it arrives and if you have any queries relating to this, contact us on enquiries@rebalancehealth.co.uk before taking your prescription to the pharmacy. Once the prescription is filled, we cannot rectify any queries. 

Unfortunately, we cannot refund the consultation once it has taken place but are happy to take constructive feedback.  

 

4. Privacy, Data and Consent 

Rebalance Health takes great care when it comes to patient data privacy and security and complies with the UK General Data Protection Regulation (UK GDPR) and Data Protection Act 2018. Your personal data is used solely for the provision of care, unless explicit consent is given for other purposes.

​

Rebalance Health is registered with the Information Commissioner’s Office as a Data Controller. 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 by contacting us at enquiries@rebalancehealth.co.uk. 

All consultations require informed consent. By submitting a consultation or booking an appointment, you agree to: 

  • The collection and secure storage of your data 

  • Being contacted for follow-up care or medical safety 

  • Informing your GP of your care or allowing us to do so on your behalf 

  • We will verify every patient that engages with our services for the purposes of safety, legality and good practice. When you engage with Rebalance Health services, you consent to truthfully provide your name, address and date of birth before the consultation 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. You consent to supplying a photo id to be used to confirm your identity, we cannot proceed to any treatment without id verification. 

  • You understand that the clinician reserves the right not to prescribe medical treatment if deemed inappropriate after your consultation but the reasons will be discussed  

  • If an ongoing referral is made, with your consent, we will share information with this allied health professional about your relevant medical condition and anything else we feel could affect your care from your medical record 

  • As part of the process of using Rebalance Health you will be need to register an account. This involves providing personal details such as name, age and date of birth. You will also be asked to provide some 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. Rebalance Health 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 enquiries@rebalancehealth.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. 

 

5. Professional Standards and Liability

Rebalance Health clinicians follow the regulatory standards of their professional body and HIW. Our clinicians only prescribe within their scope of practice. We will refer you to appropriate NHS or specialist services if necessary.

​

We accept responsibility for the care we provide directly. We do not accept liability for actions taken by independent partner pharmacies or other third parties, except where legally required.

​

Our clinicians will only prescribe in the best interests of patients and will always use their professional judgement. Rebalance Health clinicians do not prescribe controlled drugs. If you have any questions about our professional standards or regulation, please contact us. 

 

6. Cancellations and Appointments

Consultations are subject to availability and clinical suitability and can be booked via the website and must be paid for in advance via online payments. 

To cancel or reschedule, please contact us at least 48 hours in advance. Late cancellations within 48 hours will not be refunded but it may be converted to an online consultation or telephone consultation, provided there is availability and the clinician can accommodate this, it is discretionary but we will do our best to accommodate you.  

 

7. Customer/Patient Obligations when engaging with Rebalance Health  

You agree to inform your registered GP of any medications, products or advice you have received from or via Rebalance Health. Rebalance Health is not responsible or liable for any harm, loss or damages which arise from your failure to inform your GP or another healthcare professional about medications, treatments or advice you receive from Rebalance Health or your failure to follow advice given by Rebalance Health. Rebalance Health will ask for permission to contact your GP 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 GP 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 Rebalance Health to contact your GP, 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 GP yourself as per these terms and conditions.

​

When engaging with Rebalance Health 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 or any information offered on the Rebalance Health website, associated applications or from the clinicians themselves then you will seek to clarify this information with the Rebalance Health 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 your 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 

​

8. Pricing

Any prices listed on Rebalance Health’s website or as part of our service offering are as GBP (Great British Pound). If a product or service has an incorrect price attached to it, Rebalance Health 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 Rebalance Health.

​

Payment

Rebalance Health accepts the following payment methods: Debit Card, Credit Card, Apple Pay, PayPal and Google Pay. 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 Rebalance Health.

​

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 Rebalance Health 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 Rebalance Health is facilitating the patient-prescriber consultation, and that we are collecting payments for them and on their behalf. 

​

9. Feedback and Complaints 

We welcome feedback. If you are dissatisfied with any part of our service, please contact us at enquiries@rebalancehealth.co.uk. We aim to respond within 10 working days.  

If your concern is unresolved, you may contact Healthcare Inspectorate Wales (HIW): 

  • Phone: 0300 062 8163 

 

10. Legal Jurisdiction 

These terms are governed by the laws of England and Wales. Any disputes will be handled by the courts of England and Wales. 

 

For further information, please contact our team via email or phone. 

bottom of page