Terms of Service

Carisma Medical is operated by Carisma Aesthetics Ltd. (company number C 106006, registered address 35/16B Hever Court, Triq Moletta, Swieqi SWQ 3532, Malta), operating as Carisma Medical (carismamedical.com). In these terms, "the service" means the Carisma Medical website and the care provided through it; an "assessment" is the set of questions you answer before you book; a "consultation" is the 20-minute video appointment with a Malta-registered doctor that every patient attends; and a "programme" is one of the areas of care we offer, each sold on the term set out in clause 5.

Carisma Medical is a doctor-led medical service for adults in Malta and Gozo. It is not a pharmacy and it is not an emergency service.

Carisma Medical is not for emergencies. If you are unwell now, call 112.

To use the service you must be 18 or over, and resident or located in Malta or Gozo at the time of your care. You must provide accurate identity information, and we may ask you to verify your age or identity.

Every patient is seen by a Malta-registered doctor on a 20-minute video consultation. There is no version of the service in which a prescription is issued without one, and completing an assessment or paying for a consultation is not a purchase of medicine. The doctor may decline to prescribe, or refer you to in-person care, at their sole clinical discretion. A decision not to prescribe is a clinical decision, and these terms do not give anyone a right to a prescription.

The online pre-assessment is free and asks for no payment details. The fee for a consultation is €59, payable when you book, and that is what covers your 20-minute video consultation with the doctor. A consultation is €59 whenever it takes place, on every programme, so a later month in which you have another consultation is €59 rather than €29.

Ongoing care between consultations is €29 a month, and it starts only after your consultation has taken place. It applies to weight loss, hair growth and mental well-being. Sexual health and testosterone are sold one consultation at a time and carry no monthly fee at all.

What you commit to depends on the programme, and it is not the same commitment in each:

• Weight loss. Sold as a 3, 6 or 12-month course, and three months is the minimum. Less than that and there is not enough time to judge whether the treatment is working for you.
• Hair growth. Sold as a 3, 6 or 12-month course. Hair answers slowly, so we do not sell it a month at a time and let you conclude too early that nothing happened.
• Sexual health. One consultation at a time. Book again when you need to, with no plan running quietly in the background.
• Testosterone. One consultation at a time. Test first, read the result with a doctor, and decide from there rather than committing in advance.
• Mental well-being. Month to month. Stay as long as it is helping, and cancel the moment it is not.

Weight loss and hair growth are therefore sold as a fixed course of 3, 6 or 12 months, with 3 months as the minimum, and a course is payable for the full term you choose: the consultation once, then €29 for each month of the course, which comes to €146 for 3 months, €233 for 6 months or €407 for 12 months. Mental well-being is month to month and may be cancelled at any time under clause 8. Prices are as displayed at the time of purchase.

On the testosterone pathway the doctor arranges your morning blood panel. The laboratory prices and charges that separately: it is not part of the consultation fee and it is not one of ours. It is charged on the testosterone pathway only, and no other programme carries any charge beyond the fees set out in this clause.

If the doctor decides treatment is not right for you, the consultation has still taken place and the fee for it is not refunded; what it pays for is the doctor's time, their assessment and their answer, which you receive either way. You are not placed on a treatment plan, no course begins, and no further amount is charged.

If the doctor prescribes, the medicine is a separate purchase. Collect at any pharmacy in Malta or Gozo. You pay the pharmacy directly, at its own price. We never sell or ship medicine.

• Answer honestly and completely. Your answers are a medical record, and inaccurate answers can make treatment dangerous.
• Use the service only for yourself.
• Keep your contact details current.
• Complete age and identity verification when asked.

If the doctor prescribes, the medicine is a separate purchase. Collect at any pharmacy in Malta or Gozo. You pay the pharmacy directly, at its own price. We never sell or ship medicine.

If the doctor prescribes, the prescription is issued as a signed digital document and emailed to the address on your account as soon as the doctor issues it, usually straight after the consultation. It is also available in your patient portal. You take it to any pharmacy in Malta or Gozo.

Prescriptions issued through the service are private prescriptions dispensed by independent pharmacies, which set their own prices. We do not sell, dispense or ship medicines, and we receive no payment from pharmacies. No fee in clause 5 has the cost of a medicine inside it.

What you can cancel depends on how your programme is sold, and the answers are genuinely different from one another.

• Mental well-being. Month to month. Message our team on WhatsApp or email us and the cancellation takes effect at the end of the month you have paid for, with no exit fee.
• Weight loss and hair growth. Sold as a fixed course of 3, 6 or 12 months and payable for the full term you chose, so a course cannot be ended part-way for a refund of the months remaining. We state this before you pay rather than after. If a doctor stops your treatment on clinical grounds during a course, contact us and we will confirm the position on the remainder of the term to you in writing.
• Sexual health and testosterone. Bought one consultation at a time, so there is nothing to cancel: if you do not book again, nothing continues and nothing further is charged.

To move or cancel an appointment you have already booked, message us before the appointment time. Your statutory rights under Maltese and EU consumer law are unaffected by these terms.

If you have a concern about your care, contact us at info@carismaaesthetics.com or through WhatsApp and mark it as a clinical concern. We acknowledge complaints promptly, aim to respond in full within 14 days, and escalate clinical matters to the responsible doctor. If you remain unsatisfied, you may raise the matter with the Medical Council of Malta, the regulator for doctors practising in Malta.

We are responsible for providing the service with reasonable skill and care, and nothing in these terms excludes or limits any liability that cannot lawfully be excluded or limited. The service does not replace emergency care, and it does not replace your GP for conditions we do not treat.

These terms are governed by the laws of Malta, and the Maltese courts have jurisdiction over any dispute arising from them.

When these terms change, we update the date at the top and keep prior versions available on request. If a change materially affects a programme you are already on, we give you notice before it takes effect, and you can cancel before it does. A change of price never applies to a course you have already started.