Using the LAB MOON service

Clinical suitability

Completing an online questionnaire does not guarantee treatment. Medication is only supplied after appropriate clinical review.

Payment and supply

Payment is handled through secure checkout. Supply only progresses when prescribing and operational checks are complete.

25-day programme fee guarantee

The 25-day programme fee guarantee applies to eligible first-month programme fees. It is a programme fee guarantee, not a guarantee of treatment effect or of weight-loss results.

Treatment is supplied only after clinical review. If treatment is not suitable, it will not be supplied. Completing an online questionnaire does not change that.

Where a first-month programme fee is eligible, any refund is governed by these terms. Clinical suitability and safety decisions remain separate from refund eligibility.

Service standards

Patients should read the privacy notice, refund terms and medicine information before starting. Clinical, pharmacy and legal requirements always take priority over convenience.

Complaints

If you want to raise a complaint about the service, start with our complaints process. The acknowledgement times on that page are a service-policy statement. If these terms set a different process, these terms take precedence.