Effective date: 6 October 2026
1. ABOUT EMERALD AND THESE TERMS
These terms govern Emerald’s medicated weight loss treatments, including assessments, clinical support, medication orders and optional regular-delivery arrangements.
Your programme provider is Emerald Labs Ltd, registered in England and Wales under company number 15776578, with its registered office at 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ.
Emerald is registered with the Care Quality Commission under provider ID 1-23470666662.
Contact us at support@withemerald.com.
You do not need an Emerald health membership to use our medicated weight loss service. Any separately purchased health membership remains governed by its own terms. Where those terms conflict with these terms concerning a medicated weight loss order, these terms take precedence.
2. WHAT YOUR PROGRAMME INCLUDES
Your programme includes clinical assessment and, where appropriate, prescribing, medication supply and access to clinician chat through the Emerald platform.
Clinical support is available while you are actively receiving treatment through Emerald. This includes the treatment period covered by medication supplied to you, even if you have switched off future automatic deliveries.
Prescribing decisions are made by an appropriately registered clinician. Medication is dispensed and delivered through a registered partner pharmacy. We will identify the pharmacy involved in your order and provide its contact and registration details.
Emerald collects the programme payment, including for orders fulfilled through LillyDirect.
Any additional services or tests carrying an extra charge will be explained and agreed before you incur that charge. We do not guarantee a prescription, a particular medication or dose, or a particular weight-loss outcome.
3. ELIGIBILITY AND CLINICAL ASSESSMENT
The programme is available to adults aged 18 or over, subject to clinical suitability. We deliver throughout the United Kingdom.
You must provide accurate and complete information about your identity, health, current medication, previous treatment and any relevant changes.
We may require identity checks, verification of your measurements, a consultation, clinical records or further information before prescribing. We will explain any need to contact your GP or another healthcare professional and obtain consent where required.
Repeat orders are subject to continued clinical suitability. If your previous assessment is no longer sufficiently current, or further checks are needed, we may ask you to re-verify your weight or provide other information before treatment continues.
A clinician may decline, delay, change or stop treatment where it is unsuitable or cannot safely be provided. Previous approval does not guarantee a future prescription.
Your clinician determines the appropriate medication, dose and pace of any dose changes. Agreeing to these terms does not replace the separate discussion and consent required for your treatment.
4. PLACING AN ORDER AND PAYING
Before you commit to an order, we will show the treatment requested, quantity, total price, applicable offer conditions and delivery information.
By placing an order, you request the services and medication shown and authorise the payment described at checkout. We will explain whether payment is collected immediately or authorised for later collection.
Your contract with Emerald begins when we confirm acceptance of your order. Medication supply remains conditional on clinical approval and the pharmacy’s dispensing checks. A payment receipt or acknowledgement of your request does not itself confirm that a prescription has been approved.
If we cannot approve or fulfil your order before dispatch, we will refund the amount paid.
If a different medication, dose or price is proposed, we will explain the change and obtain your agreement before proceeding.
Payments are handled through the methods offered at checkout. Klarna or another finance provider may have a separate payment agreement with you. Cancelling future treatment orders does not automatically cancel instalments owed for an order already supplied. Any refund due will be coordinated through the relevant payment provider.
5. PRICES, QUANTITIES AND INTRODUCTORY OFFERS
Our latest prices are published on the Emerald weight-loss website. The total price applicable to your order, including any introductory offer, will be shown before you confirm your purchase.
Prices are in pounds sterling and include applicable taxes, medication where prescribed, the clinical service described in these terms and standard UK delivery.
Current pen-treatment orders cover four weeks, and oral-treatment orders cover 30 days. The quantity and intended supply period will be shown for each order. Other or future medications may have different supply periods, which will be explained before purchase.
An introductory offer is available once per person across all Emerald medicated weight loss treatments, subject to clinical suitability and the offer conditions displayed before purchase. Switching medication, restarting treatment or opening another account does not create another entitlement to an introductory offer.
After your qualifying introductory order, the standard price for your prescribed medication and dose applies, including if you remain on the starting dose. The applicable repeat price will be explained before your introductory purchase and shown before subsequent orders.
Your dose does not automatically increase each cycle. Dose changes are clinical decisions and may change the price.
Any optional extra must be actively selected or agreed by you. We will not add an undisclosed mandatory clinical, dispensing or delivery fee to the displayed total.
We may update website prices for future orders. Price changes are subject to section 13.
6. LILLYDIRECT MEDICATION AND CLINICAL-SERVICE CHARGES
Where medication is supplied through a LillyDirect arrangement, the total programme price comprises:
1. a medication component, including the associated dispensing and delivery services funded under that arrangement;
2. an Emerald clinical-service component, covering clinical assessment, prescribing decisions, reviews and treatment support as applicable to your order.
We will show and explain this allocation before payment. Your receipt or invoice will separately identify the medication and dose, medication charge, clinical-service charge and total paid.
The medication component will not exceed the applicable maximum resale price for that dose under the LillyDirect arrangement. This limit applies to the medication component; the programme total also includes Emerald’s clinical service.
The clinical-service charge is included in the displayed total. We will not charge separately for dispensing or delivery already funded under the LillyDirect arrangement.
Introductory discounts will be reflected in the actual amounts charged. The itemised components will always add up to the total you pay.
7. REPEAT ORDERS AND OPTIONAL REGULAR DELIVERIES
Ordering each time
Unless you have expressly opted into regular deliveries, you must actively request and pay for each repeat order.
There is no minimum number of orders. We will not automatically charge you or send further medication merely because you previously ordered or saved a payment method.
Optional regular deliveries
Where offered, you may separately opt into regular deliveries and recurring payments.
Before you opt in, we will explain
the medication, dose and quantity covered;
the payment amount, including the standard price following any introductory offer;
the payment and delivery frequency and next scheduled payment date;
the clinical checks needed for continued supply;
how to cancel the arrangement.
Your payment authorisation applies only to the arrangement you expressly agree to. Saving your card or accepting these general terms alone does not enrol you.
We will provide confirmation of your enrolment and send advance renewal information showing the planned treatment, amount, payment date and how to cancel, allowing a reasonable opportunity to cancel before payment and dispatch.
Regular delivery does not bypass clinical checks. We may pause a renewal while awaiting updated measurements, a clinical review or other required information. If payment has been taken and the order cannot proceed, we will refund it.
We will obtain your agreement before moving you to a different medication, a higher-priced dose or a higher programme price outside the payment terms you have already expressly accepted.
Cancelling regular deliveries
You can cancel regular deliveries at any time, without a cancellation fee, using the cancellation method provided with your enrolment or by emailing support@withemerald.com.
Cancellation stops future renewals. If a renewal order has already been charged but has not been dispatched when we receive your cancellation, we will cancel that order and refund it in full.
If the latest order has already been dispatched, cancellation still stops subsequent renewals. The dispatched order is dealt with under section 9.
We will confirm cancellation and stop taking further recurring payments under the cancelled arrangement.
You may also withdraw a recurring card-payment authority through your card issuer. This does not remove payment obligations for medication already supplied.
8. DELIVERY AND HANDLING
We provide tracked delivery throughout the UK. We will explain expected delivery timings and notify you of material delays.
Please provide an accurate address, arrange to receive your delivery and follow the storage instructions supplied with your medication.
For these terms, dispatch means the medication has been handed to the delivery carrier. Creating a shipping label or preparing an order does not, by itself, constitute dispatch.
Where we arrange delivery, responsibility for loss or damage remains with us until you, or someone you nominate, takes physical possession, subject to applicable law.
If an order is missing, damaged, incorrect or appears unsuitable for use, contact us promptly. Do not use medication you suspect is damaged or has been stored incorrectly until you have advice from the pharmacy or clinical team.
9. CANCELLATION AND REFUNDS
Before dispatch
You may cancel an order at any time before dispatch by contacting support@withemerald.com or using an available order-cancellation option.
If we receive your cancellation before dispatch, we will refund the full amount paid for that order, including the clinical-service component, even if an assessment has already taken place.
The same full-refund policy applies if treatment is declined as clinically unsuitable or we cannot fulfil the order before dispatch.
After dispatch
Once medication has been dispatched, we do not offer a change-of-mind refund for the medication component. Prescription medicines are excluded from the ordinary statutory 14-day change-of-mind cancellation right.
This does not prevent you from cancelling future orders or regular deliveries, and it does not remove your rights concerning faulty, damaged, incorrect or undelivered medication.
Do not return medication without instructions. We will explain any safe return or disposal arrangements.
Damaged, faulty, incorrect or missing medication
We will investigate reported problems using appropriate evidence, which may include tracking records, pharmacy records, photographs and information you provide.
Where you are entitled to a remedy, we will provide a refund, replacement or other remedy required by law. A tracking status alone does not remove your statutory rights.
Please report problems promptly so we can investigate and advise you. Reporting later does not automatically invalidate your claim.
Clinical-service cancellation rights
Our full-refund policy before dispatch is additional to your statutory rights.
Where statutory cancellation rights apply to the clinical-service component, you normally have 14 days from entering that service contract to cancel.
If you expressly request that work starts during that period, any lawful charge following cancellation after dispatch must be proportionate to services actually provided and explained beforehand.
The cancellation right ends upon full performance only where the required express request and acknowledgement have been obtained. Completing an initial assessment does not, by itself, mean that ongoing clinical support has been fully provided.
Processing refunds
We will explain the amount and basis of any refund and process it without undue delay and within the applicable legal deadline, normally through the original payment method.
10. SAFE USE AND CONTINUITY OF CARE
Medication is prescribed for your personal use. Do not share it. Tell the clinical team about treatment obtained from other providers so it can assess any risk of overlapping medication.
Follow your prescription, patient information leaflet and clinical advice. Tell us about side effects, relevant health changes and other medication.
Speak to the clinical team before stopping, restarting or switching treatment. A break may require reassessment or a different dose.
We may pause or stop supply for a clinical safety concern, missing information, suspected misuse or another substantial reason. We will explain the reason where appropriate, provide suitable safety advice and refund any cancelled order that has not been dispatched.
The programme is not an emergency service. In a medical emergency, call 999.
11. PERSONAL INFORMATION
We use personal and health information to assess suitability, provide care, arrange dispensing and delivery, administer payment and meet legal and professional responsibilities.
Our Privacy Notice explains the information we collect, who receives it and your rights.
Accepting these terms does not itself constitute consent to marketing.
12. OUR RESPONSIBILITY TO YOU
We will provide clinical services with reasonable care and skill and honour your statutory rights concerning medication and other goods supplied.
Nothing in these terms excludes or restricts liability for death or personal injury caused by negligence, fraud, or anything else that cannot lawfully be excluded or restricted.
Individual treatment outcomes vary. The absence of a guaranteed outcome does not reduce our responsibility to provide proper care.
13. CHANGES TO PRICES AND TERMS
We may update the prices published on our website for future orders. The price applicable to an order is the price shown and agreed when that order is placed.
Changes will not retrospectively increase the price of an accepted order or remove rights already attached to it.
For optional regular deliveries, we will notify you of a proposed price change and obtain your agreement before charging the revised amount. If you do not agree, we will not charge or dispatch a renewal at that revised price. You may cancel future deliveries without a cancellation fee.
Where a material change to these terms affects an existing arrangement, we will explain the change, its effective date and your options, and provide the notice required by the applicable agreement and law.
14. COMPLAINTS AND GOVERNING LAW
Please send complaints to support@withemerald.com. We will acknowledge and investigate your complaint and explain available next steps if it remains unresolved.
These terms are governed by the law of England and Wales. This does not remove mandatory consumer protections available where you live. You may bring proceedings in the courts available to you under applicable consumer law, including your local courts in Scotland or Northern Ireland where relevant.
If part of these terms cannot be enforced, the remaining provisions continue to apply.