Terms of service
These Terms and Conditions govern your use of the Diennet Institute UK website ("diennet.eu") and its services. By accessing the website or placing an order, you agree to be legally bound by these terms. If you do not agree, please do not use the website.
1. Regulation
The Diennet Institute is a UK-registered organization regulated by relevant UK medical bodies. We offer medical information, advice, and treatment. Services are provided by qualified EU, UK, and USA doctors registered with the General Medical Council (GMC), adhering to GMC 'Good practice guidelines'. Our dispensing pharmacies are regulated by the General Pharmaceutical Council (GPhC) in the UK.
2. Security & Privacy
Your privacy is paramount. Diennet Institute uses security technology like firewalls and Secure Socket Layers to protect website information. We do not access your financial data; it's securely transferred directly to our card processing agents.
We collect necessary personal information (account setup, billing, delivery, queries) during your visit. We retain this data only as long as needed for order processing, refunds, complaints, or subscribed promotional information.
Electronic transmissions are not entirely private. Ensure your device is protected when accessing your online patient record.
Diennet Institute complies with Data Protection legislation. We use your information to administer and provide requested goods/services. We will not share your personal information with organizations not directly involved in service delivery (i.e., dispensing pharmacy and courier). We are not responsible for informing your regular GP of prescribed medication unless you provide consent and GP details.
3. Commitment Agreement
A.)Our Commitment to You: We are committed to your welfare and protecting your health to the best of our ability.
B.) Provide a professional and transparent service. We are committed to providing you with timely updates to your orders and feed back on your submitted medical paperwork.
C.)Prescribe in the best interest of the patient. Our Medical Doctors reserve the right to prescribe or deny you a prescription in your best interest and under the guidelines of the General Medical Council rules and regulations of the United Kingdom.
D.) Take all reasonable steps to protect patients' personal information. You information is strictly held in confidentiality under GDPR guidelines.
E.) Ensure a safe and secure patient experience. We are committed to providing you with a safe and secure patient experience, and providing you with medicine and treatments that are legally dispensed from our White City Pharmacy and your overseeing Medical Doctor.
F.) Your Commitment to the Diennet Institute: When ordering or opting in to the Diennet Weight loss program, or monthly subscriptions you agree to commit to our terms and conditions including upkeeping your monthly payments in the case of subscribing until you decide to cancel with a 30 days written notice by email or text message.
G.) Provide accurate information. It solely the responsibility of the customer (patient) to provide accurate and up to date information.
H.)Confirm you are aged 18 or over. You are responsible for confirming that your age is above 18 years old.
I.) Comply with instructions. You agree to comply with all Medical Doctor instructions communicated to you through this website and medical services customer services.
J.) Notify your General Practitioner MD of medication (your responsibility). It is your responsibility to notify us of all medicinal treatments you are currently taking and to notify our doctors of any side-effects.
4. Information and Advice
Information and advice provided are based on the information you supply. You are responsible for ensuring this information is accurate. Inaccurate information may affect advice and supplied medicines, and we are not responsible for consequences arising from such inaccuracies.
5. Pricing
All website prices are in GBP and include VAT unless stated otherwise. While we strive for accuracy, errors may occur. If overcharged, we will identify affected customers and refund the difference.
List of Possible Extra Costs associated with the Diennet Slimming Program:
A.) Bi-Annual Medical Consult and Prescription Renewal. (Twice a year your medical information is required to undergo a review before a prescription is issued. there maybe followup tests required and costs associated with these. Medical Consults for a duration of 6 months are currently: GBP150 per consult and paid to the Diennet Institute for an on behalf of your Medical Doctor. We reserve the right to refuse delivery of your Diennet Slimming Program depending on the opinion of the prescribing Medical Doctor.
B.) Annual Blood Test Results are required at least once a year and perhaps more depending on your health condition at the discretion of Your Medical Doctor. Costs Vary depending on type of blood tests and locations. We reserve the right to request an additional Blood Test depending on the opinion of the Medical Doctor.
C.) Logistics Costs. there maybe more logistics costs associated to your delivery depending on the location of your delivery address. Due to Customs Duties in the EU and UK after Brexit there maybe delays in delivery and this may also depend on the time of year and holiday seasons. We reserve the right to to add costs to your delivery depending on the situation.
6. Completed Orders and Delivery
Ordering medical services or treatments requires a clinical suitability assessment by a medical professional before approval. By placing an order, you agree to this assessment. If you cancel an order after prescription issuance, you are liable for the prescription fee but will be refunded the cost of the treatment plan and delivery.
Standard delivery time is 6-8 weeks. By using our services, you agree to this schedule and are responsible for ordering in advance to ensure timely delivery within your treatment plan. Diennet Institute does not offer credit on future orders.
Further delays are possible due to world events (e.g., pandemic, war, catastrophic events, strikes, death of a national leader).
7. Concluding a Binding Contract
Upon receiving an order, we will send a confirmation email. Professional codes and legal restrictions may limit supply quantities and frequency. We are not obligated to supply quantities exceeding permitted maximums and will only charge for supplied items. We reserve the right to reject any order.
8. Payments
A.) By providing payment card details, you confirm authorization to use the card and authorize us, or our payment service provider, to take full payment for your order, including postage, packaging, and any other due charges.
B.) By Subscribing to our monthly payment plans you agree to maintain agreed payment amounts in a timely manner on the 1st of every month and you further agree to give us notice of cancellation of your subscription 30 days in advance of your next concurrent payment otherwise the payment for the next month will be due.
C.) Cancellation of Subscriptions must be made 30 days before the next payment. If paying an agreed monthly subscription your cancellation must be written by email or whatsapp text message and sent and delivered to us at least 30 days prior to your next payment.
9. Authorization of Medical Treatments
Doctors can only authorize medicine prescriptions when they have all relevant information. This may require them to request additional information from you beyond what was provided in online questionnaires. ALL Personalised Items and Prescriptions must be approved by a medical doctor prior to delivery. If you have Paid for a personalised treatment, you must fulfill all requirements including paying extra Consultation Costs, Carrier Costs and Testing Costs prior to delivery. Personalised Medical Prescriptions that have been created in the pharmacy and are ready to be delivered but remain without permission due to your failure to provide information or payment of extra costs, cannot be refunded. Your can pay the final costs or provide the information required, receive delivery and then ask for a refund and return your prescription.
10. Postage Costs
Postage and packaging are charged extra on all medicine orders.
11. Delivery of Orders
Our partner pharmacy dispenses all medicines. Medicines are typically dispatched within 6-8 weeks of prescription authorization. Deliveries are sent via Royal Mail 1st class signed for or FedEx Next Day guaranteed (depending on your selection). DHL Express is sometimes used for EU orders, with details provided after order placement.
12. Returns Policy
You can return unopened, unused, untampered, and originally packaged items within 7 days of receipt for a refund or replacement. Email dr@diennet.eu to inform us of returns. Cosmetic or personal items cannot be returned due to hygiene. Customers are responsible for postage and tracking costs for returned items; registered post is recommended. Diennet Institute reserves the right to decline a refund for damaged, opened, or unoriginal packaging.
To cancel an order, call or email as soon as possible. If a prescription is issued shortly after ordering, you are liable for the prescription fee but eligible for a full refund of remaining costs (medicine and postage).
13. Refunds Policy
Refunds are processed within 3-5 working days, though they can take up to 14 days. If unsatisfied, return the product to the dispensing pharmacy for an exchange or refund to the original payment method. Exclusions apply. Under Distance Selling Regulations, online/phone purchases entitle you to a full refund if requested in writing within 7 working days of receipt, provided the item is undamaged, unopened, in original packaging, and seals are unbroken.
14. Complaints Procedure
Diennet Institute aims for 100% customer satisfaction. If you are unhappy, contact us immediately. For complaints, direct concerns to Diennet Institute; we aim to respond within 48 hours. For urgent matters, please call.
15. Signed for Deliveries
Signed for: Diennet Institute is liable for misplaced items and redelivery.
Standard Delivery: You are responsible for ensuring someone is available to sign for medicines at your chosen address or for collecting them from Royal Mail. The person signing does not need to be the named patient. We have no control over the postal system and no liability for items not received after dispatch. You are responsible for ensuring the person signing delivers the items to you.
16. Notification of Errors
Promptly check delivery contents. If you believe items were sent in error, contact us immediately at +447711711086 or dr@diennet.eu. Our products are compounded, and human error may occur; you will not hold us liable for reasonable errors.
17. Information on This Website
We strive for accuracy of website information about our business, services, and products. However, information may become outdated due to developments or changes. General medical information on the website is not a substitute for personalized medical advice. Links to third-party websites are for convenience only; we have no control over or liability for those websites.
18. Third Party Rights
These Terms and Conditions do not grant benefits to any third party under the Contracts (Rights of Third Parties) Act 1999. A person not party to these terms has no rights to enforce them.
19. Our Right to Vary T&Cs
We reserve the right to revise and amend these terms periodically. You will be subject to the terms in force when you order goods, unless:
Changes are required by law or government authority, in which case they may apply to previous orders; or
We notify you of changes before accepting your order, and we assume your acceptance unless you notify us otherwise within seven (7) working days of receiving the goods.