HeMed Opiniões 97

Resposta da HeMed

Há 2 dias

Thank you for taking the time to share your feedback. We’re sorry to hear that the reviews and our responses have led you to this decision.

We always aim to be transparent and consistent in how we communicate, and we understand that this may not resonate with everyone.

If you have any specific concerns or questions, we would be happy to address them directly and provide more personalised information.

We appreciate your consideration, and we would welcome the opportunity to change your mind and demonstrate the standard of service we strive to deliver.

Resposta da HeMed

Há 3 dias

We are sorry to hear that your experience did not meet your expectations.

To clarify, you are able to cancel your subscription with us by giving us 21 days’ notice prior to your next scheduled payment, which takes place every 28 days. If you inform us outside of the 21 days’ timeframe, you will unfortunately be charged for the upcoming payment cycle. Your cancellation will then take effect for the cycle after that.

We understand that timely communication is crucial and we are sorry you felt you had to chase us for updates as this is not the level of service we aim to provide.

Regarding the medication, we would like to advise you that all our medication is fully licensed and directly supplied by the known manufacturers of GLP-1 medication. That said, medication works differently on everyone and sometimes it may take some time to find the necessary adjustments and see what works best for you. Please do not feel discouraged about this at all - this is a normal part of the process.

We can confirm that our team has reached out to you to provide you with further support and discuss your situation. Please do get in touch if you have any other queries.

Resposta da HeMed

17/04/2026

We’re sorry to hear that your experience did not meet your expectations.

As outlined in our Terms and Conditions, unless a refill request is manually submitted with a specific dosage, an automatic request will be processed. In those cases, our clinical team determines the most appropriate dosage based on the information available in your account, including your weight loss progress.

For more information on our terms, please visit our website. If you have any further questions, please do not hesitate to contact us.

Resposta da HeMed

17/04/2026

We’re sorry to hear that this experience has not lived up to your expectations, and we appreciate the space to clarify.

The price you have received includes the standard price of the screening kit and the medication offer.

On the website, the screening process, and in the checkout process, they all clearly state that a blood test stage needs to be completed before issuing a prescription. All customers are required to review and accept our terms and conditions before completing their first purchase. These outline how our service works, including the mandatory steps for the screening process and our refund policy. As we provide prescribed medications and regulated medical products, including the screening kit, we are legally required to follow strict prescription and dispensing guidelines.

That said, we are providing a partial refund for the medication as a gesture of goodwill, which goes outside the scope of our terms and conditions.

If you have any further questions, please feel free to respond to us via the app where you can find our contact information.

Resposta da HeMed

17/04/2026

We’re sorry to hear that your experience did not meet your expectations.

There are several reasons why the same dosage may be prescribed again, including limited weight loss with the previous pen or the presence of side effects. As outlined in our Terms and Conditions, unless a refill request is manually submitted with a specific dosage, an automatic request will be processed. In those cases, our clinical team determines the most appropriate dosage based on the information available in your account, including your weight loss progress.

For more information, please visit our website. If you have any further questions, please do not hesitate to contact us.

Resposta da HeMed

16/04/2026

We are sorry to hear that your experience did not meet your expectations.

As outlined in our terms and conditions, our prescribing process operates on an auto-refill basis. This means that every 28 days, payment is processed and medication is issued automatically to ensure continuity of treatment, unless a cancellation or delay request is submitted within the appropriate timeframe prior to the next billing date. If no questionnaire is completed prior to the 28-day cycle, our clinical team will review and process the prescription based on the most recent information available from your previous refill questionnaire.

We understand how easy it can be for communication or app notifications to be missed and we are continually working to improve how we keep patients informed across all channels.

Regarding dosage, any adjustments are made following a clinical review of your progress and treatment response. If you would like your dose to be reviewed, you are welcome to state this on your questionnaire ahead of your next refill so this can be assessed appropriately.

We are sorry that the timing and circumstances of your experience left you feeling unheard. If you would like us to look into your account further, please contact our support team and we will be happy to assist.

Resposta da HeMed

16/04/2026

We’re sorry to hear that your experience didn’t meet expectations.

As per our terms, we’re unable to accept returns of any packages once they have been shipped. This is because all of our products are subject to strict health and safety standards. Our blood test kits are sealed goods which are not suitable for return due to health protection and hygiene reasons. However, we can provide you a free replacement kit for you to have another attempt of the blood test.

During the checkout process, all customers are required to review and accept our terms and conditions before completing their first purchase. These outline how our service works, including our refund policy. As we provide prescribed medications and regulated medical products, we are legally required to follow strict prescription and dispensing guidelines.

If you would like further clarification about your individual case, our support team is available to help via the app and will be happy to review this with you.

Resposta da HeMed

14/04/2026

We’re sorry to hear that your experience left you feeling this way, particularly around communication and pricing, as this is not the standard we aim to provide.

Promotional offers are applied based on the terms available at the time of sign-up and are not always transferable to existing plans once a contract has been agreed. We understand how frustrating it can feel to see a new offer shortly after joining, and we’re sorry if this was not explained clearly.

In terms of prescribing, all medication and dosages are determined by our clinical team in line with safety guidelines and individual factors. This means that the dose provided may differ from expectations, where a higher dose is not considered clinically appropriate at that stage.

We’re also sorry to hear that communication felt lacking during your experience. You should always feel informed and supported throughout your journey, and we take this feedback seriously.

If you would like us to review your case in more detail, including your account access and the queries you raised, we have requested your details via Trustpilot so that we can review your case in full and assist you further.

Resposta da HeMed

13/04/2026

We’re sorry to hear that this experience has not lived up to your expectations, and we appreciate the opportunity to clarify.
One of the things that sets our programme apart is our comprehensive onboarding blood test. This step is part of our onboarding process, and it allows for every new member, as it allows our clinical team to ensure that the treatment is both safe and the right fit for you. We aim to be as transparent as possible about this, which is why we highlight this requirement at several stages, from our homepage through to checkout.
Beyond safety, these tests provide incredible value; they have helped many of our patients identify underlying health conditions they were previously unaware of. To make the process as seamless as possible, we use the Tasso device, which is designed for a simple and comfortable experience at home.
While we include a straightforward guide to help you every step of the way, we also offer 24/7 proctor calls. This means you can join a video call with a specialist at any time of day or night, and they will walk you through the process in real-time to ensure you feel confident and supported.
That said, we are happy to provide a gesture of goodwill that goes outside the scope of our terms and conditions by issuing a partial refund for the portion of the service you have not yet received.
If you have any further questions, please reach out to us via email or our dedicated phone line, and our support team will be happy to assist you further.

Resposta da HeMed

13/04/2026

We’re sorry to hear that this experience has not lived up to your expectations, and we appreciate the opportunity to clarify.
One of the things that sets our programme apart is our comprehensive onboarding blood test. This step is part of our onboarding process, and it allows for every new member, as it allows our clinical team to ensure that the treatment is both safe and the right fit for you. We aim to be as transparent as possible about this, which is why we highlight this requirement at several stages, from our homepage through to checkout.
Beyond safety, these tests provide incredible value; they have helped many of our patients identify underlying health conditions they were previously unaware of. To make the process as seamless as possible, we use the Tasso device, which is designed for a simple and comfortable experience at home.
While we include a straightforward guide to help you every step of the way, we also offer 24/7 proctor calls. This means you can join a video call with a specialist at any time of day or night, and they will walk you through the process in real-time to ensure you feel confident and supported.
We value your feedback and would love to help further. If you’d like to discuss your specific case, please reach out to our support team via the app, and we’ll be happy to review this with you.

Resposta da HeMed

11/04/2026

We’re sorry to hear that your experience hasn’t met your expectations, and we truly appreciate you taking the time to share your concerns. If your blood test results show that you’re not eligible for treatment, your journey on the HeMed Programme will come to an end, and we will arrange a refund for the relevant fee paid towards your first month’s programme, including any prescription. A member of our team has already been in touch, but if you have any further questions or need any additional support, please don’t hesitate to contact our dedicated support team. We’re always here to help.