Go Back

Weight Loss Guarantee – Terms & Conditions

1. Eligibility

The Weight Loss Guarantee is available solely to members enrolled in the 4-Month GLP-1 Plan offered by MetaGo. The Guarantee does not extend to any other plan, trial, promotional offer, or service provided by MetaGo.


2. The Guarantee

Subject to the conditions set out herein, if an eligible member completes the full duration of their Plan and does not achieve the minimum weight loss specified below, MetaGo shall refund the program subscription fees only paid by such member for the Plan.

  • 4-Month GLP1 Plan: minimum weight loss of 10% of Starting Weight.
  • 6-Month GLP1 Plan: minimum weight loss of 15% of Starting Weight.

For the purposes of this Guarantee, “program subscription fees” refers strictly to the core service fee. The scope of eligible refund coverage is structured as follows:

Included in Refund Coverage:

  • Net consideration paid directly to MetaGo for the core Plan subscription (after applying discounts, coupons, or credits).

Excluded from Refund Coverage:

  • Prescription medications and supplements (medications and the Plan are separate offerings; no amounts paid for medications are refundable under any circumstances).
  • Lab tests and diagnostic charges.
  • Separately billed consultations, devices, shipping, and applicable taxes.
  • Products or services procured through third-party platforms or external sources.


3. Starting Weight

“Starting Weight” means the official weight recorded in MetaGo's system during the initial coach call and doctor consultation at the start of the Plan. To maintain consistency and fairness, this verified baseline record serves as the official Starting Weight for all Guarantee calculations.


4. Adherence Requirements

To remain eligible for the Guarantee, members must actively engage with their Plan. Meeting the 70% threshold in every pillar is mandatory throughout the entire Plan duration across each of the following areas:

  • Diet
  • Exercise
  • Stress management
  • Sleep
  • Medication, where prescribed as part of the Plan.

Because holistic engagement is critical to success, falling below the 70% threshold in even a single pillar will void eligibility for the Guarantee, regardless of higher adherence in other areas.

For operational clarity, adherence is measured as follows:

  • Daily goals (including but not limited to logging meals, water, steps, sleep, stress check-ins, and medication intake): to be completed on at least 5 days per week, averaged across the Plan duration.
  • Weekly goals (including but not limited to weigh-ins, coach check-ins, and other prescribed weekly tasks): to be completed in at least 7 out of every 10 weeks.
  • All scheduled doctor and coach consultations must be attended.
  • All blood tests should be completed.
  • All weight, inches or other measurements requested for the purposes of monthly progress reports must be submitted in a timely manner.

For standardized verification, adherence calculations rely solely on data captured in the MetaGo platform and internal coaching logs. MetaGo's system records serve as the single source of truth for eligibility verification.


5. Timing of Claims

A claim under the Guarantee may be made only after the full duration of the Plan has been completed. Claims submitted prior to the conclusion of the 6-month or 12-month Plan term, as applicable, shall not be entertained. Mid-Plan progress, perceived slow progress, or dissatisfaction at any point during the Plan term shall not constitute valid grounds for a claim under the Guarantee.


6. Early Termination

If a member cancels, pauses beyond permitted limits, or discontinues their Plan before completing its full duration, the Guarantee becomes void and no refund will be issued. Pro-rated refunds are not available for partial plan durations, regardless of the reason for early termination or pause.


7. Claim Procedure and Payment

Eligible members may submit a claim under the Guarantee within 30 days of the end date of their Plan by writing to support@metagohealth.com or by contacting the MetaGO helpline at 9653305925. Each claim shall be reviewed against the member's adherence records, consultation attendance, and final verified weight measurement. When a claim is verified and approved by MetaGo, the refund shall be processed to the original mode of payment within 30 days from the date of submission of the claim. For the avoidance of doubt, no payment of any nature shall be made to the member prior to the approval of the refund claim under this clause.


8. Exclusions

Notwithstanding anything to the contrary, the Guarantee shall not apply in any of the following circumstances:

  • where the Starting Weight or final weight of the member cannot be verified through MetaGo records;
  • where the member has furnished inaccurate, incomplete, or misleading health, lifestyle, or personal information that affects the suitability or outcome of the Plan;
  • where the member has been advised by the MetaGo medical team to discontinue or modify the Plan on medical grounds and, as a result, has not completed the full duration of the Plan;
  • where the member becomes pregnant, commences breastfeeding, or develops a medical condition during the Plan term that affects the weight loss outcome, in which case the guidance of the medical team shall prevail over the Guarantee;
  • where the Plan was procured through a third-party offer, corporate arrangement, complimentary issuance, or partial payment plan, unless expressly stated otherwise in writing by MetaGo.
  • If the user was already on GLP-1 for 3 months or above.