Effective Date: 19th November 2025
You must read these Terms and Conditions carefully before using the Sheba Platform. By accessing or using our website, mobile application or any associated services, you confirm that you have read, understood and agree to be bound by these Terms and Conditions in their entirety.
If you do not agree to these Terms and Conditions, you must not access or use the Platform or the Services.
These Terms contain important provisions relating to limitations of liability and dispute resolution which may affect your legal rights.
In these Terms and Conditions (the “Terms”), unless the context otherwise requires, the following definitions apply:
For the purposes of these Terms, the following rules of interpretation apply:
When you access, browse or use the Platform or Services in any way, including by visiting or browsing the Platform, registering for an account or using any Service, you agree to be bound by these Terms and by all Applicable Laws and regulations, and you agree that you are responsible for compliance with any applicable local laws.
By agreeing to these Terms, you represent and warrant that you have the legal capacity to enter into a binding agreement.
You also represent and warrant that you are not prohibited from receiving the Services under the laws of the United Kingdom or any other applicable jurisdiction.
You further represent and warrant that you will use the Services only for lawful purposes and in accordance with these Terms.
We reserve the right, at our sole discretion, to modify, alter or update these Terms at any time.
Any such modifications, alterations or updates take effect immediately upon being posted on the Platform.
If you continue to use the Services after revised Terms have been posted, you will be deemed to have accepted those changes.
The Services comprise a digital health platform that brings together regulated and non-regulated service components, including Clinical Services provided by Prescribers and pharmacy services provided by the Pharmacy Partner.
The Company:
Clinical Services are provided by Prescribers engaged by the Company, who act independently in the exercise of their professional judgement.
Prescribers engaged by the Company:
Bolt Pharmacy, acting as the Pharmacy Partner:
You acknowledge and agree that:
A binding contract between you and the Company is created only when both of the following conditions are satisfied:
Until a Prescriber has confirmed your clinical suitability and authorised a prescription, neither the Company nor the Pharmacy Partner has any obligation to provide medication or to complete your order.
Sheba, acting through Sora Health Limited, provides a digital platform that you can use to:
Once you have submitted your information, the Company securely makes your details available to a Prescriber via the Pharmacy Partner’s prescribing platform.
The Prescriber reviews your information and determines whether medication is clinically appropriate.
The Company notifies you of the outcome after the Prescriber has completed the clinical assessment.
Where your order has been clinically approved and a prescription has been authorised, the Company facilitates the order fulfilment process with the Pharmacy Partner.
Bolt Pharmacy:
The Company does not control or perform the physical dispensing of medication, does not store medicines and is not responsible for the operation of postal or courier services used by the Pharmacy Partner.
All clinical decisions, including any decision as to whether a prescription can be authorised or medication supplied, are made exclusively by Prescribers engaged by the Company, acting via the Pharmacy Partner’s prescribing platform.
The Company cannot and does not guarantee that medication will be prescribed, even after payment has been made.
Each Prescriber is entitled to refuse to authorise a prescription where the Prescriber considers that prescribing would be unsafe, inappropriate or not in your best interests.
In order to assess whether medication can be supplied safely, we securely transmit or make available your questionnaire data and any other relevant information to Prescribers and to the Pharmacy Partner using encrypted systems.
Prescribers and the Pharmacy Partner use this information solely for suitability screening, safety checks, prescription authorisation, dispensing, delivery and statutory pharmacy and clinical record keeping.
The Company does not interfere with or override any clinical assessment or prescribing decision made by a Prescriber.
All prescription medicines are dispensed, packaged and shipped by Bolt Pharmacy.
Bolt Pharmacy is responsible for ensuring the accuracy of dispensing, for medicine safety and quality control, and for ensuring that medicines are supplied lawfully and in accordance with all relevant regulations and professional standards.
Bolt Pharmacy is also responsible for cold-chain handling where cold-chain handling is required and for arranging courier despatch and fulfilment.
The Company is not responsible for delays or issues relating to pharmaceutical dispensing or postal or courier delivery once an order has been accepted for dispensing by Bolt Pharmacy.
Bolt Pharmacy dispenses and ships all prescription medication solely through its registered pharmacy premises.
Any delivery times that are shown during checkout are estimates only. Exact delivery times depend on Bolt Pharmacy’s dispensing schedule, on the courier’s delivery times, on stock availability and on the timescales required for clinical review.
You are responsible for:
The Company is not responsible for any delay that is caused by postal or courier services, by adverse weather conditions, by customs or regulatory checks, by incorrect address information or by any other event that is outside our reasonable control.
The risk of loss of or damage to medication passes to you once Bolt Pharmacy has despatched the item to the address you provided, subject to any replacement or refund that may be available under clause 10.11.
If a parcel is lost or damaged in transit, you must notify Bolt Pharmacy or the courier as soon as reasonably possible and follow any instructions they provide. You may be asked to provide evidence or photographs that show the damage. You must make any claim relating to damage or loss within the time limits specified by the courier.
Medication cannot usually be returned or refunded if the packaging has been opened, if the item has been tampered with, if the medication has been stored incorrectly or if legal or regulatory requirements prohibit the return of medication.
Prescription-only medicines cannot be reused or returned into stock and therefore cannot generally be refunded once dispensed, except where this is required by law or expressly provided for in clause 10.
The Company is not responsible for any damage that results from improper storage after delivery, for any loss that occurs after the courier confirms that the item has been delivered, for any theft that occurs at your property or for delays that are caused by courier or postal disruptions.
To be eligible to use the Services, you must:
To access certain Services, you must complete the registration process. You must:
You must notify us immediately if you become aware of any unauthorised use of your account.
The Company reserves the right to:
You are solely responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.
You must notify us immediately if you become aware of any security breach or unauthorised use of your account and ensure that you log out of your account at the end of each session if you access the Platform from a shared device.
All Clinical Services are provided exclusively by qualified healthcare professionals (Prescribers) engaged by the Company.
Prescribers act independently in the exercise of their professional judgement and are responsible for complying with their professional, ethical and regulatory obligations.
The clinical assessment process may involve:
In relation to Clinical Services, you must:
Where prescription medication is clinically appropriate for you, prescriptions are authorised solely at the discretion of Prescribers.
You must read and make sure that you understand all medication information that is provided to you, use medications strictly in accordance with the prescribing instructions, not share prescription medication with any other person and ensure the safe storage and disposal of medications.
If you are prescribed GLP-1 receptor agonist medications, you acknowledge that you are aware of potential risks, which include:
Clinical consultations may be conducted remotely through video consultations, telephone consultations, asynchronous message-based consultations or reviews of digital questionnaires.
You acknowledge that:
You are responsible for:
You acknowledge that the Services are not suitable for medical emergencies, urgent conditions or situations that require immediate clinical attention and that the Platform and Services do not provide emergency medical care or urgent clinical advice.
If you experience severe symptoms, sudden illness or any of the circumstances listed below, you must immediately contact emergency services.
These circumstances include chest pain or pressure, difficulty breathing or severe shortness of breath, severe abdominal pain, sudden weakness or numbness, loss of consciousness, severe allergic reactions, thoughts of self-harm or suicide, feeling unwell after taking medication and any condition that you believe requires immediate medical attention.
In an emergency you must immediately call 999, attend the nearest Accident and Emergency department and seek immediate in-person medical care.
If you have an urgent but non-emergency medical concern, you should contact NHS 111 or your GP surgery.
Prices for products and services are stated on the Platform and may change from time to time.
All prices include VAT where VAT is applicable.
Payment is taken at the time you place your order and payment is processed using CorePay, Stripe or another payment method that we make available.
By making a payment, you authorise the Company to charge your chosen payment method, to verify and validate your payment details and to process the transaction through our payment partners.
Payments made through the Platform may cover:
The precise components included in your payment will be set out on the Platform at the point of purchase.
You represent and warrant that:
Payment does not guarantee that you will be prescribed medication.
All prescribing decisions are made exclusively by Prescribers in accordance with their clinical judgement and regulatory obligations.
If a Prescriber determines that medication is not clinically appropriate, the Company remains responsible for issuing any applicable refund in accordance with this clause 10.
Certain services become non-refundable once they have commenced or been delivered. In particular:
These services cannot be refunded because they are provided immediately after payment or are irrevocably consumed once delivered.
If a Prescriber determines that medication is clinically unsuitable for you, you may be eligible for a partial refund.
The Company may deduct the assessment fee and any reasonable administrative charges which cover the clinical evaluation and processing already undertaken.
Any partial refund will only be issued after a Prescriber has confirmed that a prescription will not be authorised.
You may be eligible for a refund if you are unable to access the Platform due to a verified technical fault caused by the Company.
You must notify us promptly so that the issue can be investigated.
Technical issues arising from your device, your internet connection or third-party services outside the Company’s control will not qualify for a refund.
You may request a refund if you accidentally make a duplicate payment. You must provide evidence of the duplicate charge.
We will issue the refund once the payment processor confirms that a duplicate transaction has occurred.
Prescription medication cannot be refunded once it has been dispensed or prepared for despatch by Bolt Pharmacy, except where a refund is required by law.
This restriction applies because prescription medications cannot legally be returned to stock or resold, even if unopened.
The Company cannot issue a refund for medication that has been dispensed or prepared for despatch, unless expressly provided otherwise in these Terms or required by Applicable Law.
Cold-chain medications, including GLP-1 receptor agonists, require strict temperature control throughout storage and delivery.
Cold-chain medication cannot be refunded once it has been dispensed because its temperature integrity cannot be guaranteed after release from the pharmacy.
The Company cannot refund cold-chain medication that is returned due to missed delivery or that becomes spoiled because you were unavailable to receive it or failed to follow delivery instructions.
If medication is lost or damaged in transit, Bolt Pharmacy will investigate the incident with the courier.
We will arrange a replacement or issue a refund only if Bolt Pharmacy confirms that the medication is unusable and that replacement is clinically and legally permissible.
The Company is not responsible for failed or delayed deliveries caused by incorrect address information, your unavailability, refusal to accept a delivery or events outside the reasonable control of the Company or the Pharmacy Partner.
You may request cancellation before a Prescriber has begun the clinical assessment.
If the Prescriber confirms that clinical review has not yet started, you may be eligible for a refund of the relevant charges.
A refund cannot be issued once a Prescriber has initiated the clinical assessment in relation to your order.
You must submit any refund request in writing within fourteen (14) days of the relevant transaction.
Your request must include your name, your order number, the reason for your request and any supporting evidence that we reasonably require.
We will review your request in accordance with this clause 10 and will respond within a reasonable timeframe. Where necessary, we may obtain confirmation from a Prescriber or from Bolt Pharmacy before processing the refund.
If you initiate a chargeback without first contacting us to attempt to resolve the issue, we may suspend or terminate your access to the Platform.
You must not pursue a chargeback for any payment that falls within the non-refundable categories set out in these Terms.
We will process approved refunds using the same payment method used for the original transaction, unless we agree otherwise with you.
Refunds will be issued within a reasonable period of time, although the timeframe for funds to appear in your account may depend on your bank or payment provider.
We are not responsible for processing delays caused by financial institutions or payment processors.
We may update or amend the refund provisions in this clause 10 from time to time. Any changes will take effect immediately once they are published on the Platform.
Your continued use of the Platform after any update constitutes acceptance of the revised refund provisions.
All Intellectual Property Rights in the Platform and in its Content are owned by the Company or are licensed to the Company. These rights include software, code and algorithms, text, graphics and images, audio and video content, trade marks and logos, database rights and design rights and layout.
Subject to your compliance with these Terms, we grant you a limited, non-exclusive, non-transferable and revocable licence to access and use the Platform for your own personal and non-commercial purposes.
We also grant you a limited licence to download and print Content for your personal reference. You may share Content only through functionality that is provided on the Platform for that purpose.
You must not:
If you submit any content to the Platform, you retain ownership of your content.
By submitting content, you grant us a worldwide, non-exclusive, royalty-free licence to use, display, reproduce, modify and distribute that content in connection with the operation and promotion of the Platform and the Services.
You warrant that you have all rights necessary to grant this licence.
You agree that we may moderate, edit or remove content in our discretion where we consider that it is inappropriate, unlawful or in breach of these Terms.
We process Personal Data in accordance with the UK General Data Protection Regulation, the Data Protection Act 2018 and our Privacy Policy, which is available at [insert link].
Without prejudice to the detailed information in our Privacy Policy:
We may share your data:
We implement appropriate technical and organisational measures to protect Personal Data against unauthorised or unlawful processing and against accidental loss, destruction, damage, unauthorised disclosure or unauthorised access.
You have the right, in accordance with data protection law, to:
By using our Services, you agree that we may send notices, confirmations, prescription updates and other important information electronically.
We may send such communications by email to the email address that you have registered, by text message to your registered mobile number, by notifications within the website or mobile application or by system messages sent by the Pharmacy Partner in relation to your prescription.
You agree that:
You must:
We may use electronic communications to send:
You acknowledge that, although medication and associated programmes may support weight management or other health outcomes, individual responses vary significantly. We do not guarantee:
Your progress depends on a range of personal factors. These factors include, without limitation:
You acknowledge that:
You must not use the Platform or Services:
If you breach these prohibited use provisions, we may:
We provide the Services on an “as is” and “as available” basis and we do not make any warranties of any kind, whether express, implied, statutory or otherwise, except where such warranties cannot be excluded by law.
The Company does not itself provide medical advice through its non-clinical staff, and does not provide Clinical Services.
All clinical decisions are made by Prescribers acting in a professional capacity. You must always seek the advice of a qualified healthcare provider with any questions you may have regarding a medical condition.
We do not guarantee any specific health outcome, including but not limited to weight-loss results, fitness improvements, treatment success or improvements in health conditions. You acknowledge that individual results vary and that many factors influencing outcomes are outside our control.
We do not warrant that the Platform will operate without interruption or error, that defects will be corrected, that the Platform is free from viruses or other harmful components or that the Platform will meet your particular requirements or expectations.
You agree to indemnify, defend and hold harmless the Company, its affiliates and its and their officers, directors, employees, agents, licensors and suppliers from and against all claims, losses, expenses, damages and costs, including reasonable legal fees, that arise out of or in connection with:
If we seek indemnification from you, we will:
You must not settle any claim in a way that imposes any admission of liability or any obligation on us without our prior written consent.
To the maximum extent permitted by law, the Company will not be liable for any indirect, incidental, special, consequential or punitive damages, or for any loss of profits, loss of revenue, loss of business, loss of data or loss of use, or for any emotional distress or similar damages.
Subject to clause 18.5, our total aggregate liability to you for all claims that arise out of or in connection with the Services, whether in contract, tort (including negligence) or otherwise, will not exceed the total amount that you have paid to us for the Services in the twelve (12) months immediately preceding the event giving rise to the claim.
All liability for the clinical care that you receive, including clinical assessments, prescribing decisions and ongoing clinical monitoring, rests with the relevant Prescribers.
We are not liable for clinical decisions or medical outcomes, for prescription-related issues, for diagnostic accuracy or for treatment effectiveness.
We are not liable for the acts or omissions of third-party service providers, including the Pharmacy Partner, laboratory partners and payment processors.
We are not liable for pharmacy dispensing or delivery issues, laboratory testing errors or payment processing problems.
Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under Applicable Law, including liability for death or personal injury caused by negligence and liability for fraud or fraudulent misrepresentation.
Nothing in these Terms affects your statutory rights.
You may terminate your account at any time by using the account closure functionality on the Platform or by contacting our customer support team with a written request.
We may terminate or suspend your access to the Platform or Services immediately and without prior notice if:
If your account is terminated:
Termination of your Platform account does not affect prescriptions that have already been issued, ongoing clinical obligations owed by Prescribers or the Pharmacy Partner, or your responsibility to follow medical advice that has already been given.
We may suspend, withdraw or restrict access to any part of the Platform or Services if:
Where it is reasonably possible to do so, we will give you notice before we suspend services.
We may not be able to give advance notice in urgent situations, including where safety concerns, security threats, suspected fraud or legal requirements require immediate action.
During any period of suspension:
We may reinstate Services when:
These Terms and any dispute or claim that arises out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) are governed by and construed in accordance with the laws of England and Wales.
You agree that the courts of England and Wales have exclusive jurisdiction to settle any dispute or claim that arises out of or in connection with these Terms or the Services.
Before you commence legal proceedings, you agree to try to resolve the dispute by contacting our customer support team in the first instance.
If the dispute cannot be resolved through our customer support team, you agree to consider mediation or another alternative dispute resolution process that we both agree to use.
Any claim or cause of action that you may have which arises out of or is related to these Terms or the Services must be brought within one (1) year after the date on which the cause of action arose, unless Applicable Law requires a longer limitation period.
These Terms, together with our Privacy Policy, our Cookie Policy and any additional terms that apply to specific Services, constitute the entire agreement between you and the Company in relation to your use of the Platform and the Services and supersede any prior agreements or understandings.
If any provision of these Terms is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision will be treated as deleted, and the remaining provisions will continue in full force and effect.
If we do not insist that you perform any of your obligations under these Terms, this does not mean that we have waived our rights against you.
If we do not enforce our rights against you, or if we delay in doing so, this does not mean that we have waived those rights and it does not mean that you are released from your obligations.
If we do expressly waive a default by you, we will only do so in writing, and that written waiver will not operate as a waiver of any later default.
We may assign, transfer or subcontract our rights and obligations under these Terms to another organisation. If we do so, we will take reasonable steps to ensure that this does not materially disadvantage you.
You may not assign, transfer or subcontract any of your rights or obligations under these Terms to any other person without our prior written consent.
Neither you nor we will be liable for any failure or delay in performing any obligation under these Terms where that failure or delay is caused by events, circumstances or causes that are beyond the reasonable control of the affected party.
Such events may include acts of God, natural disasters, war, terrorism, riots, civil commotion, embargoes, acts of civil or military authorities, fire, flood, accidents, pandemics, strikes, industrial disputes, interruption or failure of utility or telecommunications services or shortages of transportation, facilities, fuel, energy, labour or materials.
If an event of force majeure occurs, the affected party will take reasonable steps to minimise its effects and to resume performance as soon as reasonably practicable.
We may provide notices to you by email to the email address that you have registered with your account, by notifications within the Platform or by posting notices on the Platform.
Any notice that we send to you by email will be deemed to have been received at the time of transmission, unless we receive a delivery failure notification.
Any notice that we post on the Platform will be deemed to have been received when you next access the Platform.
You must send any formal notices to us using the contact details set out in clause 23 (Contact Information), unless we specify a different address for a specific purpose.
Any notice that you send to us will be deemed to have been received on the next business day after it is sent, provided that it has been correctly addressed.
These Terms are made between you and the Company, and no other person has any rights to enforce any of their terms, except as expressly stated in this clause.
The Pharmacy Partner and Prescribers may rely on and enforce the provisions in these Terms that expressly refer to their clinical, dispensing or professional responsibilities.
Except as set out above, the Contracts (Rights of Third Parties) Act 1999 does not apply to these Terms and no other person has rights under that Act in relation to these Terms.
Nothing in these Terms is intended to create, or is to be treated as creating, any partnership, joint venture, agency, fiduciary or employment relationship between you and us.
You and we act as independent contracting parties. You must not represent that any such relationship exists between you and us.
We may change or update the Platform from time to time. We may:
Where changes are material, we will take reasonable steps to inform you, which may include updating these Terms or providing you with an electronic communication.
You must use the Platform and the website in a lawful manner and in accordance with these Terms.
You must not misuse the Platform or any of its Services in any way. In particular, you must not:
You must not use the Platform in any way that could damage our reputation or the reputation of our partners.
Any provisions of these Terms which, by their nature, are intended to continue in force after termination or expiry of your relationship with us will continue in full force and effect. Such provisions include, without limitation, provisions relating to intellectual property, payment obligations that have already accrued, disclaimers, indemnities, limitations of liability, dispute resolution and governing law.
You may contact us for general enquiries and support using the following details.
The provider of the Sheba Platform is:
We welcome your questions, comments, and concerns about this Privacy Policy and our data protection practices. If you would like to contact us, please use the following information:
Data Protection Officer
Sora Health Limited (trading as Sheba)
Collingwood Buildings
38 Collingwood Street
Newcastle Upon Tyne
NE1 1JF
United Kingdom
Email: support@joinsheba.com.
We aim to respond to all data protection inquiries within 30 days. For complex requests, we may need additional time, in which case we will keep you informed of our progress.
The provisions in this section apply in addition to the main Terms where you participate in a GLP-1 weight management programme.
You acknowledge that:
The provisions in this section apply in addition to the main Terms where you receive digital coaching services.
You acknowledge that:
The provisions in this section apply in addition to the main Terms where you use community features such as forums, groups or chat spaces.
You must:
You acknowledge that we may:
You must not provide medical advice to other users or present yourself as a healthcare professional unless you are appropriately qualified and authorised and we have expressly permitted such activity.
This Acceptable Use Policy sets out rules that apply to your use of the Platform, the Services and any community features.
You must not:
We may suspend or terminate your access to the Platform and Services if you breach this Acceptable Use Policy.