If you complete the 12-month SemaPen Programme and fail to lose at least 5% of your Starting Weight, we will offer a full or partial refund of the money you have paid us (see point 7 below).
Here are the terms of the refund deal:
- ‘Starting Weight’ is defined as your first recorded weight on our system after registering the Withings scales on your SemaPen account (subject to compliance with points 2 and 3 below).
- You must register your smart scales on the SemaPen app within 1 week of delivery.
- You must weigh yourself using the smart scales provided within 1 week of receiving them.
- You must complete the full 12-month SemaPen programme without any breaks in treatment, confirmed by your order history.
- You must provide a Final Weight recording via the SemaPen app within 7 calendar days of the 12-month anniversary date of your registration on the app.
- You must demonstrate that you have engaged with the programme. This would include evidence that you have followed advice given by our support team and that you have submitted weight data to us from the smart scales via the SemaPen app at least once a week throughout the 12-month programme.
- If you lose 5% body weight or more at any time during the 12-month SemaPen Programme you will not be eligible for a refund should you subsequently regain weight.
- In the event of a claim received at the end of the 12-month SemaPen Programme we will calculate the % of your Starting Weight lost, and give a pro-rata refund of the total fees paid to SemaPen over the 12 months you were on our programme. This means that (compared with your Starting Weight) you have lost no weight 12 months later, you would be entitled to a 100% refund. If you had lost 2.5% of your Starting Weight after 12 months, you would receive a 50% refund. If you had only lost 1% it would be an 80% refund.
- To claim your refund you must notify us via the SemaPen app within 14 calendar days of the 12-month anniversary date of your registration on the app. Claims received after this date will not be eligible for the Money Back Guarantee scheme and no refund will be due.
- In the event of any dispute regarding your compliance with the above terms and your eligibility for any refund (including the % refund given), provided that SemaPen have acted reasonably and in accordance with these terms and conditions we will determine whether your claim is genuine (based on amongst other things an analysis of your pattern of weight loss over the course of the programme) and you agree to accept our decision as final.