Our service.
Our responsibilities.

Shelly Brackner trading as Lumina Health (LoseWell)
Unit 7 Derby Road, Stapleford, Nottingham NG9 7ED, United Kingdom.
Email: hello@losewell.co.uk.

1. What LoseWell provides

LoseWell supports adults aged 18 and over with food, movement, everyday habits and progress tracking, during prescribed GLP-1 treatment, after a treatment change or without medication. Personalised suggestions use the answers you give us. Food values, calorie guides, exercise demonstrations and recipe images are guides, not exact measurements or individual clinical advice.

We will provide the service with reasonable care and skill. We do not promise a particular weight change, health outcome or timescale. We do not supply medication, diagnose conditions or advise you to change a dose or stop treatment. Take those decisions to your prescriber.

2. Early access and gifted membership

Creating an account does not collect payment. If you already have early-access membership, that access stays free. It does not automatically become a paid subscription, and we will not convert it to paid access without your express agreement. The launch prices are in section 3. A complimentary lifetime membership means there is no recurring membership charge for that account while the LoseWell membership service continues; it is not a guarantee that the service will operate forever.

Creating an account does not take a card. When payments are open and you choose a plan, we take a card at signup and you start a 7-day free trial. The first charge is at the end of day 7 unless you cancel before then. These terms do not, by themselves, take a payment or retry a payment.

3. Membership prices

These are launch prices. First week free, then Standard for one person: £9.99 a month or £89.99 a year (about £7.50 a month). Paying yearly is Save about 25%.

Premium is for you + a partner: £14.99 a month or £134.99 a year (about £11.25 a month). Paying yearly is Save about 25%.

Premium is everything in Standard for you and a partner. Each person has their own login, their own plan, and their health information stays private. Shared dinners are the same recipe, with individual portions, kept safe for both people's allergies, and one shared shopping list. Premium is not a second independent subscription, and it does not cover more than those two people.

The price, whether it renews monthly or yearly, the 7-day free trial and the cancellation terms below are shown before you choose to pay.

Premium partner

Premium covers you and one partner. Each person gets their own plan. The payer is responsible for payment. The partner's access depends on the payer's subscription: if the payer cancels, moves to Standard, or a payment fails so the paid period is no longer current, the partner's Premium access ends at the same time. Each person's health information stays private. Ending Premium access does not delete the partner's account or the information already saved on it. The partner can leave, and the payer can remove or replace the partner. Shared dinners are the same recipe each evening, with each person's own portion. Breakfast, lunch and snacks stay individual. Only the food names needed to hide an unsafe dinner are used for that filter. Shared dinners end when the partner link ends.

Trader: Shelly Brackner trading as Lumina Health (LoseWell).

4. Renewal, cancellation and refunds

A new paid membership includes a 7-day free trial. We take your card at signup. The first charge is at the end of day 7 unless you cancel before then. Cancel any time before your free week ends and you will not be charged. You can cancel in the Stripe customer portal from the Billing page on the website. You can also email hello@losewell.co.uk and say which membership you are cancelling. Cancelling later stops the next renewal. You keep access until the end of the period you have already paid for. We do not charge a cancellation fee. The app does not take payment; pay on the website.

A monthly membership renews each month, and a yearly membership renews each year, until you cancel.

If a payment does not go through, Stripe may retry it. You keep access while those retries are running and the paid period is still current. Please update your card. If the subscription is unpaid or cancelled, access stops at the end of the paid period unless you reinstate it.

If you cancel after the free week, that cancellation stops the next renewal. Fees already paid for the current period are not refunded, and access continues until that period ends. If we cannot provide the membership because of our own failure, contact us and we will refund the unused part of the period you have paid for. Nothing in this section removes rights that UK consumer law does not allow us to exclude.

5. Your account and choices

Give accurate information, keep it up to date and use only your own account. Keep your password and invitation links private. Tell us if you think someone else has accessed your account. Tell your coach when a plan is unsuitable; stop an exercise that causes pain or concerning symptoms and seek appropriate advice.

Do not use LoseWell to harass others, upload unlawful content, access another person’s information or interfere with the service. You retain ownership of the content you provide. You permit us to use it only to provide and administer the service as described in the privacy notice.

6. Coaching and health information

Ask a coach is a support channel, not unlimited one-to-one care or an emergency service. We reply within 24 hours. Replies are not instant or continuously monitored. Personalised health-related features need the health information you choose to provide and your separate explicit consent. You can refuse or withdraw that consent; those features will then be unavailable, but public information and privacy requests remain available.

7. Leaving or suspending an account

You can stop using free early access or a gifted membership at any time without a cancellation charge. Paid membership cancellation and refunds are in section 4. Contact hello@losewell.co.uk to close your account or request deletion. Withdrawing health-data consent is not the same as closing an account or deleting all its records.

We may restrict access where reasonably necessary to protect people, accounts or the service, or address a serious breach of these terms. Where it is safe and lawful, we will explain the reason and give you a chance to resolve the issue. You can contact us to challenge a decision.

8. Changes and availability

Early-access features are still being improved and occasional interruptions may occur. We will explain material changes affecting your membership and give reasonable notice where practicable. Urgent security or safety changes may be needed without advance notice. Changes do not retrospectively remove rights you already have.

9. Your legal rights

Nothing in these terms excludes responsibility for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or removes rights or responsibilities that cannot lawfully be excluded. We remain responsible for foreseeable loss caused by our breach of contract or failure to use reasonable care and skill. These terms do not impose a blanket waiver for using LoseWell.

10. Questions and disputes

Contact LoseWell first so we can try to resolve a problem. English and Welsh law governs these terms, without taking away mandatory consumer protections available where you live. You may bring a claim in the courts available to you under applicable consumer law; these terms do not require you to use only a court near us.

Version 2026-10-09. Contact and complaints · Privacy notice