This policy covers appointments, treatment plans and medication orders.
Appointments
A booking is held once payment is made. We release unpaid provisional bookings.
More than 48 hours before your appointment — cancel or reschedule for a full refund, at no charge.
Between 24 and 48 hours before — we can refund half the fee. Clinician time, and where applicable a clinic room, is committed in advance, which is why we cannot refund it in full.
Within 24 hours, or on the day — we are not able to offer a refund, and the appointment cannot be rescheduled. A new appointment can be booked at the usual fee.
Missed appointments are charged in full.
If treatment is not prescribed
Your consultation is an assessment, and part of its purpose is to establish whether treatment is appropriate for you.
Where your doctor decides not to prescribe — because of something that comes to light at the assessment, because information was not given when you registered, or because something has changed — the consultation fee is not refunded. The assessment has taken place and the clinical time has been given.
Treatment plans
Our plans are arranged individually. The Specialist Weight Management Plan runs for a minimum of three calendar months and is subject to its own patient agreement, signed before the plan begins.
You have fourteen days from the start of a plan to cancel it for a full refund, provided you have not yet used any part of it — including appointments, calls, messaging and reviews between appointments.
After that we are not able to refund a plan part-way through. The plan is scheduled, the time is reserved and the clinical work has begun.
Pausing. Where there is good reason, we may agree to pause a plan for up to one calendar month. This is at our discretion and agreed case by case. If the plan has not resumed within that period we may close it, and restarting would mean a new plan.
Appointments within a plan can be moved at no cost up to 48 hours beforehand. Within 48 hours, a 50% charge may apply.
Everything included in a plan is to be used within its term. Anything left unused cannot be refunded or carried over.
Medication
Where treatment is prescribed following your consultation, it is dispensed by a licensed pharmacy.
Prescription medicines cannot be returned or refunded once dispensed. This is a legal requirement, not a clinic policy — a dispensed medicine cannot be returned to stock or supplied to anyone else. Once your order is placed and labelled for you, it cannot be cancelled.
Side effects. We cannot refund a medicine because you have experienced side effects, whether or not they are listed in the patient information leaflet. Please read that leaflet before you start. If you feel unwell, stop taking it and contact us or your doctor. If it is serious, contact emergency services.
If it does not work as you hoped. We cannot refund a medicine that has not produced the result you wanted. Where you have not taken a treatment before, we can usually start you on a smaller supply.
Delivery
Treatment is delivered in the United Kingdom, and in some areas around our Chennai clinic.
Please give us the correct address and make sure you or someone you trust can receive the parcel. Some treatments must be refrigerated promptly on arrival.
If your treatment has not arrived, tell us by 6pm on the day it was expected. We can usually resolve a delivery problem the same day. We are not able to refund or replace treatment where we are told after that point.
We cannot refund treatment where a delivery fails because nobody was available to receive it, because the address given was wrong, or because the courier's code was not available.
Collection
Where treatment is collected in person, please collect it within the period we give you. Some treatments must be refrigerated promptly and we are not able to hold them indefinitely. Treatment not collected within that period cannot be refunded.
Please bring identification. If someone is collecting on your behalf, tell us in advance; they will need their own identification. We cannot release a prescription medicine to anyone whose identity we cannot confirm.
If something is wrong with your order
Tell us within 24 hours of delivery or collection if you receive the wrong item, or if a device is damaged or faulty.
We will need evidence — photographs are usually enough. The pharmacy requires this before it will replace anything, and a replacement depends on their assessment. Please do not return anything unless we ask you to in writing.
Last updated: November 2026