Frequently asked questions

CheqUp has exclusively partnered with WeightWatchers (WW) to offer our members access to the WW app tailored for people taking GLP-1 medications. You’ll be able to track your food, weight, activity, and progress with support that’s personalised for your weight loss journey.

This app is tailored specifically for people using GLP-1 medications and is not a points based system. It adjusts your nutritional targets based on your weight and tracks your protein, fibre, fats and energy along with other key macros. You can also track your activity levels and your weight to support your medication and weight loss goals. It’s been produced using years of nutritional and weight loss insight from WW.

Access to the WW GLP-1 Support App is included in your CheqUp membership at no extra charge.

You’ll receive an email from CheqUp with a special link to activate your WW account. Click the link and follow the steps to set up your profile. If you don’t see the email, check your spam or promotions folder. Alternatively, you can access the link through your My Account page.

You’ll have free access to the WW app as long as your CheqUp membership is active. However, if you cancel your CheqUp membership you will lose free access to the nutritional tracker from WW. You will be able to continue your WW subscription but will need to pay WW directly to do so.

No, the GLP-1 nutrition tracker from WW is only available for customers with an active CheqUp membership. If you unpause your subscription you will need to sign up to the app again using the same details. All of your previous data will still be in the app.

The app tracks your food intake (calories, protein, fibre, fats, carbs and salt) plus activity, weight, and water consumption, adjusting your nutritional targets based on your weight over time. The app also tracks your activity levels, manually or by syncing with another device, and your weight loss progress.

You can log your meals directly in the app by searching for foods, scanning barcodes or taking a photo of your plate.

Using the app to track your nutrition and activity is recommended to help you understand your weight loss and health goals while taking medication.

This version of the WW programme is different to the traditional WW programme you may have tried before. It’s customised to work alongside your GLP-1 medication and is not about tracking points (unless you want to). You’ll be able to easily track what each of your meals contain such as protein and fruit and vegetables as well as hydration which can help you create a more balanced diet that supports your body whilst taking medication.

We only share the necessary information to activate your account – your name, email address and CheqUp customer number . All of your medical information remains with CheqUp and all of your tracking data remains private within the WW app.

No. Your food logs, weight updates, and activity tracking in the WW app are private and not shared with CheqUp unless you choose to discuss them with your Health Coach.

Yes, you will need to cancel your existing WW subscription to be able to create a new account but you will lose your existing data.

If you have a plan that is not on an offer subscription price, you can cancel your account on the app. If you are tied into an offer you will need to contact WW customer services to be able to cancel your subscription.

No, your CheqUp-linked WW subscription is intended for your personal use only and cannot be transferred to another person.

Make sure you are accessing the setup from your My Account page or the email sent from CheqUp as you should not have anything to pay. If you’re still having trouble, contact CheqUp customer support for help at [email protected]

Make sure you are accessing the setup from your My Account page or the email sent from CheqUp. If you’re still having trouble, contact CheqUp customer support at [email protected]

You can contact WW Customer Services for technical support.

Our medical questionnaire will help assess your eligibility for our weight loss programmes.

You will need to declare any health conditions as part of the consultation.

The questionnaire is a crucial part of the process as it ensures that weight-loss medication is safe and suitable for you. It evaluates important factors such as BMI and medical history. Once you complete the questionnaire and verification process, our clinicians review all answers and data provided to ensure eligibility.

If you’ve been declined based on your questionnaire, your order is cancelled and a full refund is issued simultaneously.

ID verification and full-body photos are required as part of the onboarding process for several important reasons:

Identity confirmation: The ID ensures that the individual receiving the prescription is the one who has completed the questionnaire and payment. This helps prevent misuse or fraud.

Medical compliance: A full-body photo is needed to verify physical characteristics that align with the medical information provided (eg BMI). It ensures the accuracy of the details submitted and helps our clinicians make safe and informed decisions about prescribing medication.

Regulatory requirements: As a pharmacy service, we are required to adhere to legal and medical guidelines. This includes thorough identity checks and assessments to ensure compliance with healthcare regulations.

Safety assurance: These measures add an extra layer of security, ensuring that treatment is being provided responsibly and to the correct person.

You must begin with the lowest dose if you haven’t been on the medication within the last 60 days or your current prescription is dated longer than 60 days ago.

If you are changing suppliers and had your last dose within 60 days, you would need to upload a proof of dose in the form of a prescription, invoice or an order summary of your last dose. Proof of dose must include your full name, name of the medication and the dose, dated within the last 60 days. This means if you wish to, you can continue with CheqUp on a higher dose than the starting dose. Proof of dose for Wegovy 7.2mg must be within 30 days and needs three months of 2.4mg with CheqUp under clinical guidance.

Anyone new to the medication is required to start at the lowest dose, as it helps your body adapt to the medication and reduces the risk of side effects. The medication is designed to increase gradually every month, allowing you to monitor your progress, make sure it is effective and you are tolerating it well.

Yes, we can contact your GP but only if you give us permission to do so. We ask for their details when we approve your prescription. We recognise this is your health journey, and we respect your preferences regarding communication with your GP.

At CheqUp, we support you every step of the way. You’ll have unlimited access to our Health Coaches throughout your journey. You are also able to ask questions directly to our Clinicians whenever you may need to. In addition at each monthly dose review we will ask how your previous month has been and assess your suitability for any dose changes.

Before prescribing any medication, our fully qualified Clinicians conduct a thorough evaluation of your medical history, current health status and individual needs. Our Clinicians are experienced in weight loss medication and committed to delivering safe, effective care.

As a General Pharmaceutical Council-registered pharmacy, we only source medications directly from manufacturers or their approved suppliers. This ensures that every product you receive is guaranteed to be 100% genuine and safe. The GPhC strongly advises people against buying medicines only through non-legitimate routes or without a prescription. You should make sure that any private prescriptions are dispensed from a GPhC registered pharmacy.

Absolutely. We offer in-depth instructions via videos, blog articles, and a detailed leaflet included with every pack. If you have further questions you can contact our Customer Service team at [email protected] or you can chat to our Clinicians in your account.

While we strive to remain highly price-competitive, we believe that focusing solely on cost can compromise patient care. Some companies may cut corners to lower prices, potentially putting patients at risk. At CheqUp, we prioritise quality support and patient safety, ensuring you receive professional guidance and ongoing assistance throughout your weight loss journey.

It’s easy to switch to CheqUp:
1. Complete our quick medical questionnaire.
2. Upload your proof of dose.
3. If your last prescription was issued in the past 60 days, you can continue with your current dose.

Switching to Wegovy 7.2mg is only possible with three months of 2.4mg with CheqUp under clinical guidance.

If you’ve started with weight loss treatment elsewhere and your last prescription was issued within the past 60 days, there’s no need to begin again. Just upload proof of dose during your consultation and we’ll help you continue your journey.

Switching to Wegovy 7.2mg is only possible with three months of 2.4mg with CheqUp under clinical guidance. Proof of dose for 7.2mg must be within 30 days.

We accept members with a current BMI of 25 or above, provided they began their weight loss journey with a BMI of 30 or above and received a prescription within the past 60 days (30 days for Wegovy 7.2mg). An exception applies if you have an existing weight-related condition, in that case, you may be eligible if your starting BMI was 28 or above.

GLP-1 medications work in three ways:

By mimicing the body’s natural GLP-1 and GIP hormones, reducing how much food you crave and eat.

Slowing the pace of stomach emptying, making you feel fuller for longer.

Reducing blood sugar levels by promoting the release of insulin.

Using weight loss medications with the support of our Health Coaches, you should expect to see results within a few weeks with notable weight loss within the first few months.

Your body will take some time to adjust to the changes but please be patient and trust the process.

Some people do experience side effects. The most common ones are vomiting, nausea and diarrhoea but they’re usually mild and settle within a couple of weeks.

Our Clinician chat option in My Account is available to guide you through any side effects and provide 1:1 advice.

To learn more about side effects, you can read the full medical information sheet.

Yes, this is quite common. The early months are allowing your body to adjust to the medication more so than about weight loss. Each body reacts differently though, so it is better to focus on your own journey and not compare yourself to others.

Some side effects are common with weight loss medication and often aren’t cause for alarm. If you are experiencing side effects and are concerned, you can speak directly with our Clinicians in your account, or contact NHS 111.

While individual results vary, insights from our members suggest that many begin to see more noticeable changes by month three to four. Consistency is key to reaching this stage and beyond.

Yes, switching between GLP-1 medications is possible under clinical supervision. Our team manages the transition to ensure it’s appropriate for your health profile. However, you must only take one weight loss medication at a time.

Orlistat works by blocking the absorption of about 25% of the fat from the food you eat by preventing the breakdown of fat in your digestive system. This unabsorbed fat is then naturally excreted from your body.

Yes, these are usually linked to the digestive system due to how the medication works. Common side effects can be things like diarrhoea and oily discharge, bloating or wind and some abdominal discomfort.

Alli can be a helpful short-term aid to support weight loss, but long-term success depends on sustaining changes to eating habits, activity levels and overall lifestyle.

To achieve the best results, and make changes more long term, it is recommended that you eat a balanced diet. Our Health Coaches can help assess your current diet and suggest changes that are suited to your goals and lifestyle.

You can update your personal details through in your CheqUp account. For address changes, please make sure you update your address on the account before your next payment is due.

You can change your password in your CheqUp account. If you’ve forgotten your password, use the “Forgot Password?” link on the login page and enter your email -you will receive an email with a link to change the password.

To log into your CheqUp account, simply visit this link, enter your email and password, and click “Log In.” If you’ve forgotten your password, select “Forgot Password?” to reset it.

You can change your payment date in your CheqUp account. Go to “Manage My Account,” select “Change Payment Method” and follow the prompts. Once updated, you will receive a confirmation email.

You can update your payment method in your CheqUp account. Go to “Manage My Account,” select “Change Payment Method” and follow the prompts. Once updated, you will receive a confirmation email.

You can cancel your subscription in your CheqUp account. Go to “Manage My Account,” select “Cancel My Subscription,” and follow the prompts. The cancellation will be actioned immediately once approved.

When it’s time for your subscription to renew, you will need to advise how your last month has been and you can choose what dose you would like next. Once approved by our clinical team, if you have increased, you will be charged the difference in cost or refunded the difference if you have decreased.

You can pause or resume your subscription in your CheqUp account. Navigate to “Manage My Account,” select “Pause My Subscription” to pause it or if it’s already paused, you will be asked if you wish to resume right after logging in.

Your subscription renews automatically every 28 days. When it’s time for your subscription to renew, you will need to advise how your last month has been and you can choose what dose you would like next which will be reviewed by our clinical team. You may cancel your subscription at any time.

If for any reason you feel that it would be best to change the medication you’re on you will need to discuss this with our clinical team, which you can do in your CheqUp account.

When changing from Wegovy to Mounjaro, you would need to start from the lowest dose as it contains an additional component in the active ingredient.

When changing from Mounjaro to Wegovy, we will recommend the most appropriate Wegovy dose in line with your current prescription and health information. (Proof of existing prescription is required for new CheqUp members).

The renewal schedule follows a 28-day cycle to ensure that there is no gap in your medication supply. This timeline aligns with the clinical recommendation of administering doses at regular intervals every four weeks. A monthly cycle might result in slight delays over time due to varying month lengths, whereas a 28-day cycle ensures consistency.

You can always amend the date for your next dose in your CheqUp account to suit your needs.

If there has been a break of more than 60 days, restarting at the lowest dose is a safety measure. Your body can re-adapt to the medication gradually, minimising the risk of side effects that could arise if you were to resume at a higher dose. It’s also consistent with clinical guidelines to avoid overwhelming your system after a prolonged pause.

Once a Clinician has approved your prescription, you can expect to receive the delivery within three business days for standard delivery or one business day for special delivery.

You’ll receive an email confirmation once your order is approved and another email with your tracking number as soon as it has been dispatched.

If it’s been more than three business days (or one if you selected special delivery) since your order was approved and there are no updates on your tracking link, please contact us at [email protected]

If you believe there are contents missing from your parcel, please take a photo of the contents received and include it in an email to [email protected]

If your tracking link states delivered but you haven’t received your order, please follow the steps below:

Check in with your household in case anyone else may have accepted the delivery for you.

Check the surrounding area outside and any safe place around your house that may have been used by the courier.

Ask your neighbours if they may have accepted the delivery for you.

If your building has a concierge service, please check there.

If you’ve done all of the above and your order is still nowhere to be found, please contact [email protected] confirming your full delivery address.

We work with two trusted delivery partners: Royal Mail and DPD.

It typically takes up to three business days to receive your order once it’s approved. We’ll send you an email with a tracking link once your order is on its way. Simply click on the link to track your delivery.

You can also select Special Delivery to receive the order faster. If your order gets approved before 2pm (Monday to Friday), your order will be dispatched the same day for next-day delivery.

You will receive an email with a tracking link once your order has been dispatched. Please click on the link to track your order and manage your delivery preferences.

If the tracking link does not work immediately, please try again later that day as the courier may not have scanned in your delivery yet. If the link continues to be unavailable the next day, please contact us at [email protected]

You can update your shipping address in your CheqUp account.

Please update your address before the next payment is processed to ensure your order is dispatched to the correct location.

Once your order has been dispatched, the delivery method cannot be changed.

With your order you will typically receive:

The medication

For Mounjaro and Wegovy you will also receive: Needles, alcohol swabs and an ice pack for the medication, along with a leaflet about your CheqUp membership.

Please note that while we do not provide a sharps bin, we encourage our customers to safely dispose of the needles by using a hard plastic container, such as a laundry detergent bottle.

Bank holidays are subject to delays, as neither our courier or our pharmacy operate during this time. Orders dispatched near bank holidays may also experience delays.

If you are concerned about a possible delay, we recommend adjusting your next payment date in your CheqUp account to avoid the bank holiday period.

For Mounjaro or Wegovy, if your order gets returned to us (due to an incorrect address or missing two separate deliveries), we will only be able to re-dispatch it if it hasn’t been 30 days in transit. After 30 days out of refrigeration, the medication can no longer be used.

If that is the case, please note we will not be able to reimburse or send a replacement – please ensure the address is entered correctly upon purchase and make necessary arrangements to accept the delivery once it has been dispatched.

Preparation: Ensure your pen is at room temperature before use and that the liquid inside is clear and colourless.

Priming: Follow the steps to prime the pen correctly before every injection. This is very important and means the correct amount of medication will be injected.

Injection: Follow the steps to inject into the recommended area, (thigh, back of the arm or stomach).

Disposal: Dispose of needles safely into a hard plastic container.

Watch the video on how to use the Mounjaro pen

Watch the video on how to use the Wegovy pen.

Once you have finished your pen, some of the liquid will remain and it is completely normal. The leftover liquid is part of the pen’s design to ensure accurate dosing and indicates the pen has been finished.

Before using your pen, thoroughly inspect it first to make sure there is no damages or cracks and the liquid is clear and transparent.

If your pen won’t twist or push down, please check that the needle is securely attached, centered and the security cap is off. Changing the needle at this point is sometimes helpful.

If your pen seems to be leaking, this is likely to have been caused by attempting to use the pen without attaching the needle first.

Please refer to this link on how to troubleshoot the pen.

If you’ve tried all the troubleshooting steps and the pen still does not work, please take a video of the pen with the needle on and the security cap off trying to use it. Please send the video which clearly shows all of the pen, from top to bottom to [email protected]

You can purchase packs of five needles using this link.

You can book a call with a Health Coach in your CheqUp account. For further assistance, you can also email [email protected]

Health Coach calls typically last around 30 minutes. During the call, the coach helps set healthy goals, provides nutritional guidance, and discusses strategies for weight maintenance tailored to your needs. If you’d like to book a session, log in to your account.

Booking a Health Coach call provides personalised support to help you set achievable goals, improve nutrition, and maintain progress on your weight management journey. It’s a great way to optimise results and receive expert guidance tailored to your needs. In fact, CheqUp members who do work with a Health Coach lose 15% more weight. You can schedule a session in your account.

Health Coach calls are included as part of your CheqUp membership, so there’s no additional cost to book.

If your payment failed and you wish to either change the payment method or to try again, please email us at [email protected] and our support team will assist you further.

Please ensure that your payment method details are up-to-date and that sufficient funds are available in your account.

CheqUp accepts the following payment methods:

PayPal

American Express (Amex)

Mastercard

Visa

Apple Pay

Google Pay

You may be eligible for a refund if the medication hasn’t been prescribed to you yet. If you have received a notification that your order has been approved, it means that a refund is no longer available as per our refunds policy.

If your subscription has renewed but you have not filled in the monthly review questions, you may receive a refund. If you have already filled out your answers confirming which dose you’d like to continue with, a refund is no longer possible.

Pharmaceutical regulations prevent the return or refund of prescription-only medications. This policy ensures the safety and integrity of the medication supply chain, protecting both consumers and the public from risks associated with the resale or reuse of prescription medications.

Once the medication gets prescribed, it becomes non-refundable as per our refunds policy agreed upon purchase.

You can read more in our Terms and Conditions.

CheqUp adheres to all applicable data protection laws, including the UK Data Protection Act 2018 and the General Data Protection Regulation (GDPR). These regulations are designed to ensure that your personal data is processed securely, transparently and for legitimate purposes.

CheqUp complies with the UK Data Protection Act 2018 and GDPR, ensuring your personal data is secure and confidential. Sensitive information is encrypted during transmission and storage, protected by advanced security measures like firewalls and intrusion detection.

Any access to personal information is restricted to authorised personnel only, limited to what is necessary for service delivery. We retain data only as long as required for services and legal compliance, securely deleting it when no longer needed. Regular audits ensure our systems meet stringent security standards.

CheqUp uses your data solely to provide services, verify eligibility for medication, offer personalised health guidance, communicate with you and meet legal requirements. Data is shared only with trusted partners, like pharmacies and never sold to third parties.

Under the Data Protection Act 2018 and GDPR, you have rights to access, correct, or delete your data where allowed, withdraw consent for certain uses, and file a complaint with the ICO if needed.

Yes, switching between these GLP-1 medications is possible under clinical supervision. Our team manages the transition to ensure it’s appropriate for your health profile. However, you must only take one weight loss medication at a time.

No. With CheqUp you do NOT need to start from the lowest Wegovy dose if you’re already on a Mounjaro weight loss journey. We will recommend the most appropriate Wegovy dose in line with your current prescription and health information. (Proof of existing prescription is required for new customers).

You may experience a slight slowing of weight loss initially as your body adjusts to the new medication. Wegovy is clinically proven to achieve significant long-term weight loss of up to 21%.

The decision balances long-term cost vs weight loss results. You can read more in our blog

The main difference is their active ingredients. Wegovy uses semaglutide (a GLP-1 agonist), while Mounjaro uses tirzepatide (a dual GIP and GLP-1 agonist). This can lead to different average weight loss results and side effects.

Both medications share similar potential side effects, primarily gastrointestinal issues like nausea, diarrhoea, and constipation. These are usually most noticeable when starting or increasing a dose and tend to subside over time. We provide support to help you manage any side effects.

If it’s appropriate to switch, your prescription will need to be updated after a thorough clinical review. Existing CheqUp members can manage this in your account by requesting to switch to Wegovy. New customers can request to switch to Wegovy through our online consultation, proof of existing prescription will be required to start above the starter dose.

We advise against stopping weight loss treatment suddenly, as this can often lead to weight regain. Please speak to our Clinicians before stopping any prescribed medication.

Wegovy is a proven weight loss medication offering up to 21% weight loss along with a balanced diet and lifestyle changes. Read our blog to find out more.

Yes! As long as you have an active CheqUp membership, you’ll have full access to the WW app.

Unlike other providers, we offer a comprehensive weight loss programme with a blended range of weight loss support including clinical oversight, and personalised 1:1 support from expert Health & Wellness Coaches.

With our holistic approach, you’ll get the guidance, accountability, and tools to achieve sustainable, long-term weight loss.

Everyone’s journey is different. Some people experience noticeable changes over time when combining our programme with healthy lifestyle choices, such as improved diet and increased physical activity. Your progress depends on many factors, including your starting point, individual health profile, and how consistently you follow the plan. Our clinical team will monitor your journey and provide support throughout.

Our health and weight management programme starts from £109 per month. This includes personalised support, regular check-ins with our clinical team, and tailored plans based on your needs and goals. Your monthly cost will always be shown to you upfront before any payment is taken, and you’ll have the opportunity to review and approve any changes to your plan.

To see the full breakdown of what’s included and understand how pricing may vary depending on medication or dosage, you can explore our transparent pricing here.

Yes. Many women find treatment helpful because it supports appetite control and stabilises blood sugar levels, both of which can be affected during menopause.

In most cases, yes. Your clinician will review your medication and confirm whether treatment is suitable.

Your Health Coach will guide you towards balanced, enjoyable eating that supports your goals. Eating mindfully will help you get the best results.

Your clinician will review your progress and make adjustments. If the current plan is not delivering what you expect, we will help you explore other safe options.