Terms of Service

1. About us

WMG Meds is the customer-facing brand for our private hair loss treatment service. The service is delivered by two related companies, both registered in England and Wales at 134 Harley Street, London W1G 7JY:

• Westminster Medical Group (Company No. 11237471) is the CQC-registered clinical provider. It is responsible for all clinical services, including clinical review, prescribing, oversight of dispensing under clinical supervision, and ongoing review.
• WMG Health Ltd (Company No. 17127236) provides the booking, payment, and customer-facing commercial services through this website (wmgmeds.com).

These Terms of Service ("Terms") govern your use of the wmgmeds.com website and all services we provide, including the assessment questionnaire, clinical review, prescriptions, online dispensing under clinical supervision, ongoing review, and any associated communications ("Services"). By using our Services, you enter into a commercial agreement with WMG Health Ltd for payment and fulfilment, and a clinical agreement with Westminster Medical Group for the clinical service itself.

By using our Services, you agree to these Terms. Please read them carefully. If you do not agree, do not use our Services.

2. Eligibility

Our Services are available to individuals aged 18 or over who are resident in the United Kingdom.

By completing the assessment questionnaire and submitting your details, you confirm that the information you provide is accurate and complete. Withholding relevant medical information (current medications, existing conditions, known allergies) may compromise the safety of your treatment and may invalidate any prescription issued.

3. The nature of our Services

WMG Meds provides private clinician-led prescribing of hair loss medication. The Service is asynchronous and involves:

• An online assessment questionnaire that you complete in your own time
• A clinical review of your case by a GMC-registered doctor working under Westminster Medical Group, performed asynchronously against the medical history you declare
• Where prescribing is clinically appropriate, a personalised treatment plan and prescription
• Prescription-only medicines (POM), dispensed and delivered to your door
• Scheduled follow-up clinical reviews, performed in the same asynchronous way

No synchronous consultation. The Service does not include a video or in-clinic appointment with a doctor. Clinical review is a documented written assessment of your case by a GMC-registered prescriber. If the reviewing doctor judges that a synchronous conversation is necessary for safe prescribing, they will arrange that with you directly.

Our Services are not a substitute for NHS care, a GP appointment, or emergency medical treatment. In a medical emergency, always call 999 or attend your nearest A&E.

No guarantee of outcome. Hair loss treatment is supported by strong clinical evidence at the population level, but individual response varies. We do not, and cannot, guarantee any specific outcome including the prevention of further hair loss, the regrowth of lost hair, or the timing or extent of any visible change. Where treatment proves ineffective or intolerable, your clinician will discuss alternatives.

Clinical discretion. Prescribing decisions are at the discretion of the GMC-registered doctor reviewing your case. If a doctor concludes that treatment is not clinically appropriate for you, no prescription will be issued. You acknowledge that completing the assessment does not entitle you to receive any specific medication.

4. Assessment and clinical review

No appointment fee. Completing the assessment questionnaire is free. There is no separate charge for the clinical review that follows. You only pay if your prescription is approved and dispensed.

Review timing. We aim to complete the clinical review within two hours during clinic hours (Monday to Friday, 8:15am to 4:00pm). Submissions outside clinic hours are reviewed on the next working day. These are target times, not guarantees.

Decision to prescribe. The reviewing doctor may: (a) approve a prescription, (b) request further information before deciding, (c) recommend bloodwork or another investigation, or (d) decline to prescribe. You will receive the decision in writing.

Withdrawing your assessment. You may withdraw your assessment at any time before a prescription is dispensed and no charge will apply. Your assessment data is retained for the periods set out in our Privacy Policy.

Right to cancel under the Consumer Contracts Regulations 2013. By submitting your assessment, paying for an approved prescription, and requesting dispensing, you expressly request that the Service is performed within the 14-day cancellation period that would otherwise apply under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You acknowledge that once medication has been dispensed and packaged for you, you lose the right to cancel under those Regulations because the goods are personalised prescription medication that cannot be resold. Your statutory rights to cancel before the medication is dispensed, and to require a service performed with reasonable care and skill, are unaffected.

5. Prescribing and dispensing

Prescriptions are issued by GMC-registered doctors employed or contracted by Westminster Medical Group, following an asynchronous clinical review, in line with the General Medical Council's Good practice in prescribing and managing medicines guidance, including the GMC's standards for remote prescribing.

Medication is dispensed and delivered to you in plain, discreet packaging following clinician approval of your prescription. WMG Meds and Westminster Medical Group do not hold a pharmacy premises licence and do not dispense medication directly; full details of our dispensing arrangements will be confirmed on this page before any live orders are taken. By accepting medication from us, you confirm:

• Your assessment answers were accurate and complete to the best of your knowledge
• You have read the patient information leaflet (PIL) supplied with your medication, including the mechanism of action, expected benefits, common and serious side effects, and alternatives, and you provide informed consent to its use
• You will use the medication only as directed by your clinician
• You will not transfer, share, sell, or otherwise supply the medication to any third party
• You will report any side effects, suspected adverse reactions, or changes in your health to your clinician promptly

Dispensed medication is non-returnable and non-refundable once it has left our premises, in accordance with the Human Medicines Regulations 2012 and standard clinical safety practice.

6. Pricing, payment and refunds

All prices are listed in pounds sterling (£) and are inclusive of VAT where applicable. Prices are as displayed at the time of order. We reserve the right to amend prices, but changes will not affect confirmed orders.

Payment is taken at the point you accept your prescription and request dispensing. Where you are on an ongoing plan, you are billed monthly for the medication scheduled for that period.

If you are eligible for a refund, this will be returned to your original payment method within 5 to 10 business days.

Circumstances in which we will issue a refund:

• Order cancellation before dispensing: if you cancel after payment but before your prescription has been dispensed, a full refund.
• Decline by our clinician after payment in error: if a clinician declines to prescribe after a payment has been taken, a full refund.
• Service failure attributable to us: if we fail to deliver the Service for reasons within our control (such as a dispensing error, a system fault that prevents fulfilment, or a documented clinical-team error), a full or partial refund as appropriate.

Circumstances in which no refund will be issued:

• Medication dispensed: in accordance with the Human Medicines Regulations 2012, dispensed medication cannot be returned to stock once it has left the premises, and is non-refundable. This applies regardless of whether you choose to start, continue, or stop the medication.
• Outcome-related dissatisfaction: as set out in §3, individual response to hair loss treatment varies. The absence of a specific outcome (further hair loss, no regrowth, slower than expected progress) is not a service defect and is not grounds for a refund of any medication already dispensed.
• Patient-side information issues: where you provide incomplete, inaccurate, or misleading information in the assessment, or where you do not follow reasonable clinical advice (correct dosing, attending follow-up reviews, declaring concurrent medications), no refund will be issued.
• Declined clinician recommendations: where you decline a clinician's recommendation (recommended bloodwork, recommended alternative regimen, recommended onward referral), any sums already paid for dispensed medication remain non-refundable.

Ongoing prescriptions and reviews. Where you have an ongoing prescription, you may end the arrangement at any time. We will not dispense or charge for any medication not yet supplied. Medication already dispensed is non-refundable as above.

Chargebacks. Where we have performed the Service in accordance with these Terms and you initiate a payment dispute or chargeback with your card issuer, we reserve the right to defend the chargeback with evidence of the Service performed and to recover our reasonable costs in doing so.

7. Delivery

Where you opt for medication to be delivered rather than collected, delivery is provided as a convenience and is subject to the carrier's service. Packaging is plain and discreet, with no medication information on the outside. We are not liable for losses or delays caused by the carrier, but will use reasonable efforts to assist in resolving any delivery issue.

You are responsible for providing an accurate delivery address and for arranging safe receipt of the medication. We will not redeliver lost packages caused by incorrect address details provided by you.

8. Side effects and clinical safety

All prescribed medication carries the risk of side effects, which will be discussed with you at clinical review. By accepting medication, you confirm you have been given the opportunity to ask questions and to consider the benefits and risks.

You must inform your clinician promptly of:

• Any side effects or adverse reactions
• Any new medications, supplements, or recreational substance use you start while on treatment
• Any significant changes in your health, including pregnancy or attempts to conceive
• Any change in your prescribing or care arrangements (such as starting NHS or other private care that may interact with your treatment)

Suspected adverse reactions to medicines can also be reported to the Medicines and Healthcare products Regulatory Agency (MHRA) Yellow Card scheme at yellowcard.mhra.gov.uk.

9. Limitation of liability

To the fullest extent permitted by law:

• WMG Meds accepts no liability for any indirect, consequential, or economic losses arising from your use of our Services.
• Our total liability to you in connection with any clinical review, prescription, or dispensing event shall not exceed the price paid by you for that Service.
• Nothing in these Terms limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under English law.

10. Complaints

We take all complaints seriously. If you are dissatisfied with any aspect of our Service, please contact us first:

• Email: [email protected]
• Phone: 020 3239 3378 (Mon-Fri 8am-8pm, Sat-Sun 9am-6pm)

We aim to acknowledge all complaints within 2 working days and resolve them within 20 working days. If you remain unsatisfied, you may escalate to the Care Quality Commission (CQC) at cqc.org.uk.

11. Intellectual property

All content on this website, including text, images, logos, treatment plan descriptions, and design, is owned by or licensed to WMG Health Ltd or Westminster Medical Group. You may not reproduce, distribute, or use any content for commercial purposes without our written consent.

12. Acceptable use

You agree not to:

• Use our website or Services in any way that is unlawful, fraudulent, or harmful
• Attempt to gain unauthorised access to our systems
• Submit false, misleading, materially incomplete, or fraudulent information at any stage (assessment, registration, clinical review, or follow-up)
• Use automated tools, scripts, or bots to interact with our website, forms, or booking system
• Submit duplicate, bulk, or systematically repeated enquiries
• Impersonate another person, or make an enquiry or booking on behalf of someone without their knowledge and consent
• Engage in abusive, threatening, or harassing conduct toward our staff in person, by phone, or in writing

Breach of any of these may result in immediate termination of Services without refund, retention of any prepaid amounts as liquidated damages for our reasonable costs, and where appropriate, referral to law enforcement.

13. Identity and information

You will be asked to provide a valid form of photo identification (passport, UK driving licence, or other government-issued ID) before any prescription is dispensed. We may refuse to proceed without satisfactory identification, and where we do so no medication will be dispensed and no charge will apply. You confirm that all contact details, medical information, and personal information you provide are your own, accurate, and complete, and that you will update us promptly of any change that may affect your treatment, our ability to contact you, or the safety of your care.

14. Contraindications and patient safety

Certain medications we prescribe carry serious safety considerations that you must understand and accept before treatment:

• Finasteride must not be handled or taken by women who are pregnant, may be pregnant, or are planning a pregnancy. It can cause serious birth defects to a developing male fetus. Tablets should not be handled, even if intact, by anyone in this group. If a woman in your household is pregnant or planning pregnancy, please discuss this with your clinician before accepting a prescription.
• Finasteride, minoxidil, dutasteride, and any other medication we may prescribe have specific contraindications, side-effect profiles, and possible interactions. Your clinician will discuss these at clinical review. You confirm you have received this information and provide informed consent at the point of accepting the prescription.
• You must inform your clinician promptly if you become pregnant, are planning pregnancy, develop a new health condition, start a new medication or supplement, or experience any side effect or change in your health while on treatment.
• Medication is prescribed for your personal use only. Onward supply, sharing, gifting, or resale of prescription-only medicine is a criminal offence under the Human Medicines Regulations 2012 and may also breach the Misuse of Drugs Act 1971 where controlled substances are concerned.
• You are responsible for storing medication safely, out of reach of children, pets, and any other person, and for disposing of unused or expired medication responsibly. Return unused medication to any pharmacy for safe disposal; do not flush or dispose of in household waste.

15. Right to refuse service

We reserve the right to refuse, suspend, or terminate Services to any person at our sole discretion, including (without limitation) where:

• We reasonably suspect fraudulent, abusive, or threatening behaviour
• You have previously initiated unjustified chargebacks or refund disputes
• You decline to provide identification or other reasonable information needed to deliver the Service safely and lawfully
• You have provided false, misleading, or materially incomplete medical or personal information
• We reasonably believe continued treatment is not in your clinical interest, that the medication is not suitable for you, or that we are not the appropriate provider for your needs
• You are concurrently being prescribed the same or interacting medication elsewhere without informing us

Where we exercise this right we will refund any prepaid amounts for Services not yet delivered. Amounts attributable to medication already dispensed are non-refundable.

16. Force majeure

We are not liable for any failure or delay in performing our Services caused by events beyond our reasonable control, including (without limitation) pandemic, government action, public health restrictions, natural disaster, fire, flood, strike or industrial action, civil unrest, internet or utility outage, supplier or courier failure, or supply-chain disruption affecting medication availability. Where such an event prevents us from delivering a Service, we will offer rescheduling, an alternative regimen where clinically appropriate, or a refund at our discretion, and our liability is limited to that.

17. Governing law

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

18. Changes to these Terms

We may update these Terms from time to time. The date at the top of this page reflects the most recent revision. Where changes are significant, including the introduction or discontinuation of any Service, we will notify active patients by email. Continued use of our Services after changes constitutes acceptance of the updated Terms.