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; a "review" is a doctor's individual consideration of your assessment; and a "plan" is an ongoing monthly care subscription.

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 case is individually reviewed by a Malta-registered doctor. Completing an assessment is not a purchase of medicine. The doctor may decline to prescribe, require a video consultation, 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 assessment is free. Initial review fees are €29 for men's health and €25 for hair loss. Plan fees are €49 per month for weight loss, from €39 per month for men's health, and from €19 per month for hair loss, as displayed at the time of purchase.

Our refund-on-decline policy: "If our doctor decides treatment is not right for you, you pay nothing for that review." Where a review fee has already been paid and the doctor declines treatment, it is refunded in full.

Plans are billed monthly. You can pause or cancel anytime, effective at the end of the paid period, with no exit fees.

• 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.

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.

To cancel a plan, message our team on WhatsApp or email us; the cancellation takes effect at the end of the paid period. Your statutory rights are unaffected by these terms. If you cancel while a review is in progress, the review is completed or refunded according to section 5, and we will confirm which applies to you in writing.

If you have a concern about your care, contact us at hello@carismamedical.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 an active plan, we give you notice before it takes effect, and you can cancel before it does.