1. Outline of Parties and Services
1.1.1 Mission MNT is the provider of the services described in these Terms, providing an integrated health and wellbeing service incorporating nutrition and dietetic support, training and exercise support, and access to prescription weight-management medication through Phlo Clinic.
1.1.2 Nutrition, dietetic and training services are delivered by individual healthcare and other appropriately qualified professionals engaged by Mission MNT (whether as employees, workers, or contractors), who act on behalf of Mission MNT without creating a separate contractual relationship between the client and the individual professional; Mission MNT is responsible for the delivery and governance of these services in accordance with applicable legal, regulatory and professional requirements.
1.1.3 Professionals engaged by Mission MNT are expected to practise within their qualifications, training, competence, registration requirements and scope of practice at all times, and Mission MNT will take reasonable steps to verify this, including HCPC registration where applicable, before engagement and on an ongoing basis; nothing in these Terms restricts a professional's independent judgement or regulatory duties, including any duty to escalate a concern or decline to act outside their competence, and this individual accountability does not reduce Mission MNT's own responsibility for maintaining appropriate systems, supervision and clinical governance.
1.1.4 Mission MNT does not prescribe prescription medicines; these are prescribed, dispensed and supplied through Phlo Clinic.
1.2 Phlo Clinic
1.2.1 Phlo does not act on behalf of Mission MNT. Mission MNT does not control Phlo's prescribing decisions, does not guarantee any client will be prescribed any particular medicine, and is not liable for Phlo's clinical decisions or outcomes. A client's use of Phlo's services is governed by Phlo's own separate terms, which must be accepted independently of these Terms.
1.3 Healthcare professionals
1.3.1 References to "healthcare professionals" mean any individual engaged by Mission MNT (as an employee, worker, or contractor, including self-employed practitioners) who holds a relevant healthcare qualification and, where applicable, registration with a professional regulatory body, including registered dietitians, nutritionists, nurses and other regulated practitioners; this definition applies equally regardless of the individual's profession or the basis on which they are engaged.
1.3.2 Healthcare professionals will provide services in line with applicable legal, regulatory and professional requirements, while retaining full professional autonomy and independent clinical judgement within their scope of practice at all times, and Mission MNT will not require or expect a healthcare professional to act, or refrain from acting, in a manner that conflicts with that professional's own regulatory or ethical obligations.
1.3.3 Self-employed healthcare professionals are solely responsible for the accuracy, completeness and content of their own clinical records and clinical decisions, in accordance with their own professional and regulatory obligations, and bear no liability for that content or decision-making being relied upon by Mission MNT or any other party beyond their own professional duty of care to the client.
1.3.4 Mission MNT is solely responsible for the provision, security and maintenance of the online systems used to store clinical records, for verifying professional qualifications and registration, and for the wider operational and commercial infrastructure through which services are delivered; a healthcare professional bears no liability for any loss, corruption, unauthorised access to, or failure of records or systems arising from that infrastructure, and Mission MNT bears no liability for the accuracy or content of a professional's own clinical notes or clinical judgement.
1.3.5 A healthcare professional's engagement by Mission MNT does not make that professional liable for the acts, omissions, systems, marketing, or commercial representations of Mission MNT, or of any other professional or third party engaged by or associated with Mission MNT.
1.4 Training professionals
1.4.1 "Training Services" means training and exercise services provided by Mission MNT, and "training professionals" means any individual engaged by Mission MNT (as an employee, worker, or contractor, including self-employed practitioners) holding a relevant fitness or exercise qualification; training professionals retain full professional judgement and autonomy necessary to provide safe and appropriate training within their competence, and this applies equally regardless of engagement basis.
1.4.2 Where a training professional also holds a healthcare qualification, the capacity in which they provide advice at any given time is determined by the content and purpose of that advice itself, regardless of how the session is described or structured, and the professional bears no liability arising from advice properly given within a capacity for which they are qualified.
1.4.3 A training professional bears no liability for the acts, omissions, systems, marketing, or commercial representations of Mission MNT, or of any other professional or third party engaged by or associated with Mission MNT.
1.5 Medication services
1.5.1 Mission MNT provides access to prescription weight-management medication through Phlo Clinic, which is solely responsible for clinical suitability, prescribing decisions, dispensing and supply, and accepts full clinical responsibility for its patients to the extent required by law; medication will only be supplied where the relevant prescriber determines treatment is clinically appropriate, and neither Mission MNT nor any healthcare or training professional engaged by Mission MNT guarantees any particular medicine, dose or treatment or is liable for Phlo's clinical decisions.
1.5.2 Access to medication services is conditional on the client separately accepting Phlo's own terms and providing accurate information; clients should be aware that statutory cancellation rights may not apply once an order is placed and clinical assessment begins, in accordance with Phlo's own terms.
1.6 Nutrition and dietetic services
1.6.1 Mission MNT provides Dietetic Services including nutritional assessment, personalised advice, dietary education and intervention delivered by an HCPC-registered dietitian in accordance with applicable legal, regulatory and professional requirements, as determined clinically appropriate by the dietitian, exercising their own independent professional judgement, based on the client's individual needs.
1.6.2 Mission MNT may also provide group Q&A sessions and webinars ("Group Sessions") covering nutrition and dietetic topics, which provide general information only, do not constitute individualised advice, and cannot account for an individual's personal circumstances; the dietitian bears no liability for a client's reliance on Group Session content in place of individualised advice. Dietetic Services may be provided alongside medication and Training Services where appropriate.
1.6.3 The dietitian's advice and intervention is based on the information provided by the client at the time it is given; the dietitian bears no liability where advice was reasonable and appropriate based on that information, where a client fails to follow the dietitian's advice, or where a client's undisclosed medical history, allergies, medication or other relevant circumstances affect the suitability or outcome of that advice.
1.7 Training and exercise services
1.7.1 Mission MNT provides Training Services including exercise assessment, individualised programming and instruction as determined appropriate by the training professional, exercising their own independent professional judgement, delivered remotely for all 1:1 sessions; the training professional is not liable for injuries or accidents arising from the client's home environment, equipment or execution of exercises where instructions were reasonably clear, save for liability that cannot lawfully be excluded.
1.7.2 Group Sessions covering training topics provide general information only and do not constitute individualised instruction, and the training professional bears no liability for a client's reliance on such content in place of individualised instruction; Training Services may be provided alongside nutrition, dietetic and medication services where appropriate.
1.7.3 The training professional's programming and instruction is based on the information provided by the client at the time it is given; the training professional bears no liability where instruction was reasonable and appropriate based on that information, where a client exceeds, modifies, or disregards prescribed exercise intensity or technique, or where a client's undisclosed injury, medical condition or physical limitation affects the suitability or outcome of that instruction.
1.8 How the services operate together
1.8.1 Where a client accesses medication, dietetic assessment takes place after Phlo has completed its own clinical assessment and prescribing decision; Training Services and Dietetic Services may be taken up together or separately, and Mission MNT will take reasonable steps to support coordination between professionals where a client receives more than one service, without imposing liability on one professional for the acts or omissions of another.
1.8.2 Integration between services does not affect the independence of Phlo's clinical responsibility and each professional remains subject only to the applicable legal, regulatory and professional requirements relevant to that professional's own discipline.
1.9 Independent professional responsibilities
1.9.1 Professionals must exercise independent professional judgement at all times, free from any instruction or pressure from Mission MNT that would conflict with their professional or regulatory obligations; where a professional modifies, declines, pauses or refers a service based on that judgement, including for reasons of client safety, this is not a breach of these Terms by Mission MNT or the professional, and does not, of itself, entitle the client to a refund or to bring a claim against the professional, provided the service was otherwise carried out reasonably.
1.9.2 A professional's independent judgement does not reduce Mission MNT's own responsibility for the systems, governance and oversight it maintains in respect of its services, and Mission MNT indemnifies its engaged professionals against claims arising solely from Mission MNT's own systems, infrastructure or governance failures, save where the professional's own negligence or misconduct contributed to the matter.
1.10 Dual professional roles and scope of practice
1.10.1 Where a professional holds qualifications in more than one discipline, Mission MNT may design its services so that the professional's combined expertise delivers an integrated service; regardless of how the service is combined, each element of advice remains subject to the professional standards and scope of practice applicable to that discipline, integration does not permit any element to depart from the standard that would apply if given separately, and the professional bears no liability for advice properly given within the discipline applicable to it.
1.11 Capacity in which professional advice is provided
1.11.1 The professional capacity in which advice is given, and the standards applicable to it, are determined by the content and purpose of the advice itself, regardless of how a session is described; a single consultation may include dietetic, nutrition, training or exercise advice where appropriate and within the professional's scope of practice.
1.11.2 Where advice moves between professional capacities, the professional will make this reasonably clear to the client, and this does not alter the professional, legal or regulatory requirements applicable to each element; the professional bears no liability where they have made the capacity reasonably clear to the client, and no liability for a client's actions taken outside the scope of the capacity in which advice was actually given.
2. What the Terms Cover
2.1 Purpose and Scope
2.1.1 These Terms set out the basis on which Mission MNT provides its nutrition, dietetic, training and medication-facilitation services, delivered through the professionals it engages and, for medication, through Phlo Clinic; no individual professional is personally a party to the contract, and third parties such as Phlo Clinic remain subject to their own terms and do not act on behalf of Mission MNT. By registering for or using any Mission MNT service, the client agrees to be bound by these Terms.
2.2 Acceptance of the Terms
2.2.1 A client accepts these Terms, forming a binding agreement with Mission MNT, by completing registration, consent or booking and proceeding to use the service, from which point these Terms apply to all subsequent use. Acceptance does not constitute acceptance of Phlo Clinic's own terms, which must be accepted separately to access medication services.
2.3 Changes and Additional Terms
2.3.1 Mission MNT may update these Terms where reasonably necessary, giving reasonable advance notice of any material change unless an earlier change is required by law or client safety, with a client who does not agree entitled to terminate before it takes effect without penalty. Certain services may be subject to additional terms which will not override these Terms unless expressly stated otherwise.
3. Relationship with Phlo
3.1 Roles and Responsibility for Prescribing
3.1.1 Phlo Clinic provides the prescribing and medication services associated with the Mission MNT service and retains sole clinical responsibility for all decisions relating to that medication, including suitability, dosing, titration, switching and discontinuation, accepting full clinical responsibility for its patients to the extent required by law. Mission MNT provides Dietetic Services and Training Services, does not prescribe, dispense, supply or alter medication, and does not direct or determine Phlo Clinic's decisions; no healthcare or training professional engaged by Mission MNT bears any liability for those decisions. Any query about a client's medication, dose or treatment must be directed to Phlo Clinic, which is also solely responsible for dispensing, supply and delivery.
3.2 Coordination, Information Sharing and Escalation
3.2.1 Following Phlo Clinic's prescribing decision, the dietitian or training professional may collect relevant health information and share it with Phlo Clinic where appropriate, lawful and with the client's explicit consent, without overriding or replacing Phlo Clinic's clinical decisions. Where a dietitian or training professional identifies a concern requiring further assessment, including a possible adverse reaction or medication-related side effect, they will escalate safety-critical concerns to Phlo Clinic, the client's GP or another appropriate healthcare professional without delay, bearing no liability for doing so in good faith. Information may be shared without consent only where there is a risk of serious harm or as otherwise required by law, and, where practicable, the client will be informed beforehand.
3.3 Differences in Advice and Following Instructions
3.3.1 Where advice from a Mission MNT professional appears to differ from Phlo Clinic's advice, the professionals will clarify and communicate to support safe care, with any matter within Phlo Clinic's prescribing authority taking precedence without affecting dietetic or training advice given within its own scope. Clients must follow Phlo Clinic's prescribing, dosing and medication instructions and must not alter, stop or restart medication except as directed, save that urgent or emergency concerns should be addressed immediately. Mission MNT may provide related nutrition, lifestyle or training advice, but this does not replace Phlo Clinic's instructions, and neither Mission MNT nor its professionals bear liability for a client's failure to follow them.
4. Registration and Eligibility
4.1.1 Mission MNT services are available only to individuals aged at least 18 who meet the applicable eligibility, health and clinical suitability requirements for the relevant service, and who provide accurate age and identity information; Mission MNT may decline, delay or restrict access where these requirements are not met, without liability for relying on inaccurate information. Where prescription medication is involved, eligibility, including BMI and contraindications, is determined solely by Phlo Clinic under its own clinical criteria, and meeting Mission MNT's general requirements does not guarantee access to any service or treatment.
4.2 Health Disclosures
4.2.1 Clients must promptly disclose and keep current any pregnancy, medical conditions, allergies, contraindications and all medicines or supplements used, as these may affect the services provided. Phlo Clinic alone determines the clinical significance of this for prescribing, including pausing or modifying treatment, while Mission MNT may use it to inform its own services; neither is liable for any consequence of a client's failure to disclose accurately or promptly.
4.3 Clinical Suitability and Right to Decline
4.3.1 Mission MNT and Phlo Clinic may each, within their own remit, modify, pause, decline or end a service on an ongoing basis where necessary for client safety or clinical appropriateness, including where a client fails to disclose information or engage with a recommended referral; exercising this right in good faith is not a breach of these Terms.
5. Contract Information
5.1 Formation, Acceptance and Confirmation
5.1.1 A contract is formed when the client accepts these Terms by completing registration, booking or enrolment, and a client who does not accept cannot access the service; where clinical assessment is required, acceptance does not guarantee any treatment or medication will be offered, and medication services also require separate acceptance of Phlo Clinic's own terms. Mission MNT will confirm the service and contractual arrangements via the client's contact details, though this does not indicate Phlo Clinic has approved any treatment.
5.2 Duration and Scope
5.2.1 The contract runs for the period specified, or on a subscription basis until cancelled or terminated, and includes only the services specified at purchase; access to one service does not automatically include any other. Mission MNT may make reasonable changes to reflect clinical, legal or delivery requirements, giving reasonable notice of any material change and the client's right to terminate without penalty.
5.3 Electronic Communications
5.3.1 Mission MNT may provide contractual, service and clinical information electronically, and the client consents to this by accepting these Terms and is responsible for maintaining accurate contact details and account access.
6. Contact
6.1 General and Clinical Enquiries
6.1.1 Mission MNT will provide current contact details for general, clinical, training and service-related enquiries through its website, client account or service documentation, and will aim to respond within the timeframes communicated, which may vary with the nature and urgency of the enquiry. General enquiries about services, account or registration, and clinical enquiries relating to Dietetic or Training Services, should be directed to Mission MNT through the designated channels.
6.2 Medication Enquiries
6.2.1 Any enquiry relating to prescription medication, including prescribing, dosage, side effects, supply, delivery or treatment changes, must be directed to Phlo Clinic through its own communication channels, not to Mission MNT.
6.3 Urgent and Out-of-Hours Concerns
6.3.1 Mission MNT does not provide continuous or emergency clinical support outside its stated service hours, and urgent or emergency concerns of any kind must be addressed by contacting appropriate NHS or emergency services rather than awaiting a response from Mission MNT or Phlo Clinic.
7. Website Content
7.1 General and Educational Content
7.1.1 Information and educational content on the Mission MNT website is intended to provide general information about nutrition, health, medication-related topics, physical activity and training, and should not be treated as personalised clinical advice or a substitute for individual assessment unless expressly identified as such; clients should obtain personalised advice through the relevant Mission MNT service where appropriate. Mission MNT aims to keep this content accurate and up to date but does not guarantee it will remain current, complete or applicable to every individual, particularly where professional guidance, clinical evidence or regulatory requirements change.
7.2 Intellectual Property and Permitted Use
7.2.1 Content and resources created by an individual healthcare or training professional in the course of providing services, including written materials, programmes and educational resources, are jointly owned by that professional and Mission MNT in equal shares, and each may use, reproduce and share such content independently without the other's consent, including after the professional's engagement ends. Clients may access and use content provided as part of the service for personal, non-commercial use only, and must not copy, reproduce, publish, distribute, sell, modify or commercially use it without Mission MNT's prior written permission.
7.3 Third-Party Websites and Links
7.3.1 Mission MNT may provide links to third-party websites or services for convenience but does not control those websites and is not responsible for their content, availability, terms or privacy practices.
8. Customer Accounts
8.1 Creating and Securing Accounts
8.1.1 Clients must provide accurate and complete information when creating an account, keep it up to date, and keep account credentials secure, without sharing access with another person. Clients must take reasonable steps to prevent unauthorised access and notify Mission MNT promptly if they believe their credentials have been compromised.
8.2 Account Protection and Suspension
8.2.1 Mission MNT may take reasonable steps to protect accounts from unauthorised access, restricting access where a security concern is identified, and may suspend or close an account where necessary for security, legal, clinical, contractual or operational reasons. This does not affect the client's refund rights or Mission MNT's data retention obligations under these Terms.
9. Privacy and Clinical Records
9.1 Processing Personal and Special-Category Data
9.1.1 Mission MNT is the data controller responsible for determining the lawful basis, consent and compliance obligations for processing personal and special-category data; a healthcare or training professional engaged by Mission MNT bears no personal responsibility or liability for Mission MNT's data protection compliance, and processes client information solely as directed by, and under the governance of, Mission MNT.
9.2 Data Security and Clinical Records
9.2.1 Mission MNT is solely responsible for the security, integrity and maintenance of the online systems used to store records, and bears full liability for any loss, corruption, unauthorised access or failure of those systems; a professional's only responsibility is the accuracy of the clinical content they personally record, exercised through their own independent professional judgement, and they bear no liability for that content being lost, altered or exposed once submitted to Mission MNT's systems.
9.3 Healthcare Professional Record-Keeping
9.3.1 Healthcare professionals engaged by Mission MNT must create and maintain their clinical records in accordance with the record-keeping standards set out in the HCPC Standards of Conduct, Performance and Ethics, as an obligation owed personally to the HCPC by virtue of their own registration, separate from and unaffected by Mission MNT's responsibility for the storage systems on which those records are held.
9.4 Data Rights, Breaches and Privacy Notice
9.4.1 Mission MNT is solely responsible for assessing, managing and reporting personal-data breaches and for upholding client data rights, including access and correction, and no healthcare or training professional bears any personal liability in connection with a data breach unless it results directly from that professional's own deliberate misconduct; further information is provided in the Mission MNT Privacy Notice.
10. Clinical Consent and Professional Boundaries
10.1 Informed Consent
10.1.1 The relevant professional will obtain appropriate, voluntary and informed consent before providing assessment, treatment, training or other services, and a client may withdraw consent at any time, subject to any safety implications being explained; the professional bears no liability for a client's decision to withdraw consent once properly explained.
10.2 Professional Judgement, Scope and Confidentiality
10.2.1 Professional services are provided by appropriately qualified professionals who exercise their own independent professional judgement at all times, practising within their knowledge, skills, competence and scope of practice, and who may adapt, modify or refer a service where necessary for safe and appropriate care without incurring liability for doing so. Each professional will protect client confidentiality and maintain appropriate professional boundaries in accordance with their own applicable legal, regulatory and professional requirements.
10.3 Referral, Withdrawal and Separation of Roles
10.3.1 A professional may recommend referral, or modify, pause or withdraw a service, where continuing would be inappropriate or unsafe, and bears no liability for doing so in good faith. Where a professional provides services across more than one area of expertise, the professional standards, qualifications and scope of practice applicable to each element apply independently, and the professional bears no liability for advice properly given within the discipline applicable to it.
11. Services Provided by Healthcare Professionals
11.1 Nature and Remote Delivery of Dietetic Consultations
11.1.1 Dietetic consultations, including nutritional assessment, personalised advice and intervention, are provided as determined appropriate by the dietitian, exercising their own independent professional judgement based on the client's needs and the information provided, within the dietitian's scope of practice; this judgement will not be overridden by Mission MNT. Where delivered remotely, the dietitian will use appropriate communication methods, but neither Mission MNT nor the dietitian is liable for any limitation in assessment arising from the remote format or from incomplete or inaccurate information provided by the client.
11.2 Multidisciplinary Working and Referral
11.2.1 The dietitian may liaise with Phlo Clinic, GPs and other appropriate healthcare professionals, and may recommend or make a referral where a client's needs fall outside their own scope of practice; making such a referral, or a client's decision not to pursue it, does not create liability for the dietitian or Mission MNT.
12. Clinical Safety, Escalation and Referral
12.1 Identifying and Escalating Concerns
12.1.1 Mission MNT and its professionals will prioritise client safety, taking appropriate action where a concern relating to a client's medication, nutrition, health or exercise is identified; a professional who identifies and acts on a safety concern in good faith, including by seeking clinical input, is not liable for doing so. Where a significant adverse event, deterioration or other safety concern arises, the relevant professional will escalate the matter without delay to Phlo Clinic, the client's GP, another appropriate healthcare professional or emergency services as the circumstances require, bearing no liability for escalating in good faith.
12.2 Referral and Right to Pause or Decline
12.2.1 A professional may refer or signpost a client to Phlo Clinic, their GP or another appropriate healthcare professional where assessment or treatment falls outside the services that can safely be provided, and may pause, modify or decline a service where continuing would be inappropriate or unsafe; neither making such a referral, a client's decision not to pursue it, nor exercising this right in good faith creates liability for Mission MNT or the professional, or amounts to a breach of these Terms, subject to the client's applicable statutory rights.
13. Client Responsibilities
13.1.1 Clients must provide accurate, complete and honest information relevant to their health, medication, nutrition, exercise and circumstances, and promptly report significant changes or adverse effects; medication-related concerns must be reported to Phlo Clinic. Mission MNT and its professionals are entitled to rely on this information and bear no liability for any consequence arising from inaccurate, incomplete or withheld information.
13.2 Following Instructions and Appropriate Use
13.2.1 Clients must follow appropriate professional and prescribing instructions, attend agreed consultations, assessments and training sessions, use Mission MNT services appropriately, and keep contact and account information accurate and up to date.
14. Prescriptions and Medication
14.1 Phlo's Sole Clinical and Prescribing Responsibility
14.1.1 Phlo Clinic retains sole responsibility for all clinical and prescribing matters relating to medication provided through the Mission MNT service, including clinical assessment, prescribing, dose, titration, escalation, reduction, switching, discontinuation, off-label prescribing (including obtaining the client's informed consent to this where applicable), dispensing and delivery, all subject to Phlo Clinic's own terms and conditions.
14.2 Following Instructions
14.2.1 Clients must follow Phlo Clinic's instructions regarding prescribed medication and must contact Phlo Clinic regarding missed doses, side effects or other medication-related concerns, save that urgent or emergency concerns should be addressed in accordance with the emergency provisions of these Terms; Mission MNT does not prescribe, dispense, supply or independently alter prescription medication and does not replace the clinical role of the Phlo Clinic prescriber.
15. Training and Exercise Services
15.1 Qualifications, Competence and Screening
15.1.1 Mission MNT will provide Training Services through appropriately qualified and competent professionals, who will undertake appropriate screening and consideration of relevant health information before providing or progressing training, and will individualise programmes to the client's circumstances, goals, abilities and relevant health information, modifying exercises and progression where appropriate.
15.2 Individualised Training, Modification and Progression
15.2.1 Training programmes will be adapted to the client's individual circumstances, goals, abilities and relevant health information, with exercises and progression modified where appropriate.
15.3 Exercise Safety, Home-Based Delivery and Equipment
All 1:1 Training Services are delivered remotely; clients are responsible for using appropriate equipment and maintaining a safe environment when completing home-based training, and neither Mission MNT nor the training professional is liable for injuries or accidents arising from the client's home environment, equipment, or execution of exercises, where the training professional's instructions were reasonably clear and appropriate.
15.4 Limitations of Training Advice and Referral
15.4.1 Training and exercise advice is not a substitute for medical assessment or treatment, and Mission MNT may recommend referral to an appropriate healthcare professional where a client's needs fall outside the scope of the Training Service; such a referral, or a client's decision not to pursue it, does not create liability for Mission MNT or the professional.
15.5 Client Responsibility and Separation from Dietetic Advice
15.5.1 Clients must follow training instructions appropriately and report relevant changes or concerns, and Training Services and Dietetic Services remain subject to the respective professional requirements applicable to each.
16. Price and Payment
16.1 Prices, Packages and Subscriptions
16.1.1 Prices for our services will be stated in pounds sterling inclusive of VAT if applicable. Charges for medication services provided through Phlo Clinic are separate, priced and payable in accordance with Phlo Clinic's own terms. Payment is due at the time of completing eligibility questionnaire via debit/credit card.
16.2 Refunds and Disputes
16.2.1 Where a client is entitled to a refund, Mission MNT will process this within 10 business days to the original payment method, or under its own refund policy. A payment dispute should be raised with Mission MNT at support@missionmnt.com within 7 days of the disputed charge for investigation. Nothing in this section affects the client's statutory rights, and refunds relating to Phlo Clinic's services are governed by its own terms.
17. Cancellations, Rescheduling, Refunds and Termination
17.2 Refunds Following Cancellation
17.2.1 Where a client is entitled to a refund, this will be processed within 10 business days in accordance with these Terms and consumer law, normally to the original payment method, and may be reduced to reflect any service already provided or work already undertaken at the client's request. Where Mission MNT cancels an appointment that cannot reasonably be rescheduled within 14 days, it will provide any refund required under applicable law or the relevant service terms.
17.3 Cancellation or Suspension by Mission MNT
17.3.1 Mission MNT may cancel, suspend or restrict a service where reasonably necessary for clinical safety, legal or regulatory requirements, operational reasons, serious or repeated breach of these Terms occurring on 1 or more occasions, or inappropriate behaviour towards staff or professionals, and will consider whether a refund, partial refund, credit or alternative service is appropriate where the reason is within its control. Where a healthcare or training professional pauses, modifies or declines a service because continuing would be clinically inappropriate or outside their scope of practice, this does not constitute a breach of contract by the professional or by Mission MNT, and no personal liability attaches to the professional for that decision.
17.4 Termination by Mission MNT or the Client
17.4.1 A client may terminate a service by not reordering for the following month.
17.5 Termination Due to Clinical Unsuitability or Medication Discontinuation
17.5.1 A healthcare or training professional may recommend that a service is paused, modified, discontinued or referred elsewhere where the client's health, medication or level of risk means continuing would no longer be clinically appropriate, without incurring liability for that professional judgement. Mission MNT programme is automatically cancelled if medication is discontinued.
17.6 Payments and Records Following Termination
17.6.1 Any amounts properly due to Mission MNT remain payable following termination, subject to applicable refund rights, and termination does not result in deletion of records that Mission MNT is legally or professionally required to retain for a period of 8 years. Clients may request access to their personal information in accordance with Mission MNT's Privacy Notice and applicable data protection law.
17.7 Continuing Obligations After Termination
17.7.1 Provisions intended by their nature to continue after termination, including payment obligations, intellectual property, confidentiality, liability, disclaimers and data protection, will remain in effect, and termination does not affect any statutory rights or remedies available to the client.
18. Our Responsibility for Loss and Damage
18.1 Responsibility for Services and Excluded Losses
18.1.1 Mission MNT is responsible for providing its services with reasonable care and skill, but is not responsible for loss or harm arising from inaccurate, incomplete or withheld client information, a client's failure to follow professional or prescribing advice, or, to the extent permitted by law, indirect or consequential losses, losses arising from third-party services including Phlo Clinic, or losses from the use or unavailability of third-party websites or platforms; no individual healthcare or training professional bears personal liability for any such excluded loss.
18.2 Consumer Statutory Rights
18.2.1 Nothing in these Terms excludes or limits any liability or statutory rights that cannot lawfully be excluded or limited.
19. Limitation of Liability
19.1 Scope of Liability and Statutory Exceptions
19.1.1 Mission MNT's total liability arising from a client's use of its services, other than liability that cannot lawfully be excluded, will not exceed the total fees paid by the client in the 12 months preceding the claim; nothing in these Terms excludes or limits liability where doing so would be unlawful, including for death or personal injury caused by negligence, fraud, or any other liability, right or protection that cannot legally be excluded or restricted.
19.2 Clinical and Third-Party Liability
19.2.1 Mission MNT accepts responsibility for the negligent acts or omissions of the healthcare and training professionals it engages, and will not exclude or limit that liability where doing so would be unlawful; Phlo Clinic remains solely responsible for its own prescribing, dispensing and medication services, and no individual healthcare or training professional bears personal liability for Phlo Clinic's clinical decisions or Mission MNT's own systems and infrastructure.
20. Disclaimers
20.1 General Health Information and No Substitute for Emergency Care
20.1.1 General information provided by Mission MNT is not a substitute for personalised healthcare or emergency medical assessment; clients experiencing a medical emergency should seek immediate emergency care in accordance with the emergency provisions of these Terms.
20.2 No Guarantee of Outcomes — Weight Loss, Medication, Nutrition and Training
20.2.1 Mission MNT does not guarantee any specific outcome from its nutrition, dietetic or training services, or from medication prescribed through Phlo Clinic, as outcomes vary between individuals, and all prescription medication carries inherent risks and potential side effects, further information on which is provided by Phlo Clinic.
20.3 Individual Variation
20.3.1 Results may vary depending on individual health, circumstances, adherence, medication response and other factors outside Mission MNT's control.
20.4 Website and Educational Content
20.4.1 Mission MNT website and educational content is provided for general information and may not reflect an individual's specific circumstances or remain current where evidence, guidance or regulations change.
20.5 Limitations of Remote Services
20.5.1 Remote services may limit the information available for assessment compared with in-person care, and Mission MNT may recommend an alternative assessment or referral where appropriate.
21. Other Important Terms
21.1.1 These Terms are governed by the laws of England and Wales; the courts of England and Wales will have non-exclusive jurisdiction, meaning a client resident in Scotland or Northern Ireland may also bring proceedings in the courts of their own jurisdiction, and nothing in this clause affects any mandatory consumer protections available to the client under the law of the part of the United Kingdom in which they reside.
21.2 Severability, Entire Agreement and Waiver
21.2.1 If any provision of these Terms is found unlawful or unenforceable, the remaining provisions will continue to apply, and these Terms, together with any expressly applicable service-specific terms, constitute the entire agreement between Mission MNT and the client; a failure or delay by Mission MNT to enforce any provision does not constitute a waiver.
21.3 Assignment, Third-Party Rights and Force Majeure
21.3.1 The client must not assign or transfer their rights or obligations under these Terms, while Mission MNT may do so where permitted by law, including in connection with a business transfer; a person who is not a party to these Terms has no right to enforce them, and Mission MNT will not be responsible for failure or delay caused by circumstances reasonably beyond its control, including significant IT or platform failure or industrial action.
21.4 Changes, Notices and Survival
21.4.1 Mission MNT may make reasonable changes to its services, systems or operating arrangements to reflect legal, regulatory, clinical, technological or operational requirements, and may communicate with clients electronically using the contact details provided; provisions which by their nature are intended to continue after termination will remain in effect.
22. Complaints
22.1 Making a Complaint and Investigation Process
22.1.1 A client wishing to raise a complaint should use the contact details provided, giving sufficient detail for the matter to be investigated; Mission MNT will acknowledge the complaint, investigate it fairly, and provide a full response within a reasonable time, keeping the client informed throughout. A complaint concerning an individual dietitian or training professional will be investigated in a manner consistent with that professional's own regulatory standards, with the professional given a fair opportunity to respond before any outcome is reached, and raising or investigating such a complaint does not itself constitute a finding of fault. A complaint relating to Phlo Clinic's prescribing, dispensing or delivery must be directed to Phlo Clinic under its own complaints procedure, as Mission MNT has no authority over Phlo Clinic's clinical or operational decisions.
22.2 Complaints About Mission MNT, Dietetic or Training Services
22.2.1 A client is not required to complain to, or exhaust any complaint with, Mission MNT before raising a concern about an HCPC-registered dietitian directly with the Health and Care Professions Council, and may do so at any time regardless of the status or outcome of any internal Mission MNT complaint; nothing in these Terms, and no action by Mission MNT, will discourage, delay or prevent a client from doing so. The fact that a concern has been raised with the HCPC is not, of itself, evidence of wrongdoing and does not affect the dietitian's engagement with Mission MNT pending the outcome of any investigation; the dietitian will cooperate fully with any HCPC investigation as required by their professional obligations, and Mission MNT will provide reasonable support to the dietitian in doing so, including access to relevant records and information held by Mission MNT.
23. Applicable Regulatory Authorities
23.1 Mission MNT's Regulatory Framework (HCPC, BDA, ICO, Consumer Protection)
23.1.1 Mission MNT and the professionals providing services on its behalf will operate in accordance with applicable legal, regulatory and professional requirements, including those relevant to the Health and Care Professions Council (HCPC), British Dietetic Association (BDA), Information Commissioner's Office (ICO) and applicable consumer protection legislation.
23.2 Phlo Clinic's Regulatory Framework
23.2.1 It is Phlo Clinic's sole responsibility to determine and comply with the professional and regulatory frameworks applicable to its own prescribing and medication services, and Mission MNT has no role or responsibility in relation to Phlo Clinic's regulatory compliance.
24. Emergencies
24.1 Mission MNT Is Not an Emergency Service, and What to Do in an Emergency
24.1.1 Mission MNT is not an emergency service and does not provide continuous or emergency clinical monitoring; a client experiencing a medical emergency, including a serious adverse reaction to medication, severe exercise-related injury, or any life-threatening symptom, must contact 999 or attend their nearest A&E immediately, and should not wait for a response from Mission MNT or Phlo Clinic.
24.2 Referral to Emergency Care
24.2.1 Where a client contacts Mission MNT or a healthcare or training professional about a symptom that may indicate a medical emergency, the professional will advise the client to seek emergency care without delay; neither Mission MNT nor the professional is liable for a client's decision to delay seeking emergency care contrary to that advice, and this Section does not affect the escalation obligations of a professional acting on a safety concern in good faith.