If you have booked and paid for your appointment but have not completed our pre appointment questionnaire and you wish to cancel your appointment, you will receive a refund. Bank and admin charges will be deducted from your refund (typically 10%).
If you have booked and paid for your appointment and completed our pre appointment questionnaire, you will have received important information that has value. Therefore, if you wish to cancel after receiving this information and you are giving us more than 48 hours notice, you will receive a 60% refund. This includes our bank and admin charges.
If you have booked and paid for your appointment and inputted your email address into our pre appointment questionnaire and you wish to cancel after receiving this information and you are giving us less than 48 hours notice, you will not be eligible for a refund.
If you have purchased one of our session packages and give us less than 48 hours noticed to change or cancel your appointment, that appointment will be forfeited and taken from your package.
If you arrive up to 10 minutes late to a booked appointment, the appointment will take place, but will end at the originally booked time. If you arrive more than 10 minutes late to a booked appointment, the appointment will not take place and that appointment will be forfeited from my package allowance.
Clients are only eligible for a refund within 14 days of purchase.
Lab Tests
If you wish to request a refund for your lab test and the order has already been processed, a £20 admin fee will be deducted from your refund.
Support Packages
All our support packages are non refundable and non exchangeable once purchased. You have one year to use all packages purchased from Hormone Wellness. All packages, including testing and associated services, will expire 12 months after the date of the original package purchase. Once the Support Package is underway, you are liable to pay for it in total, regardless of whether you use the services or attend the appointments.
You have 14 days after date of purchase to cancel and receive a refund, unless the package has begun within this time. In this case a refund is not available as services have been received.
If you are on a monthly payment agreement, you will need to pay the monthly amount in a timely manner and understand there will be charges for
late payment / non-payment.
There is a 48 hour appointment cancellation/rescheduling policy. This means that If 48 hours or more notice is not given by you, prior to a booked appointment, to either cancel or reschedule, then the appointment will be forfeited from a pre-paid Support Package.
- If you arrive up to 10 minutes late to a booked appointment, the appointment will take place, but will end at the originally booked time.
- If you arrive more than 10 minutes late to a booked appointment, the appointment will not take place and that appointment will be forfeited from your package allowance.
You have one year to use the package purchased from Hormone Wellness. The package, including testing and associated services, will expire 12 months after the date of the original package purchase.’
Requesting a Refund
To request a refund please click here to complete our refund request form. Please note, we take every request seriously and investigate the issues internally. This process can take up to 21 days.
Feedback or Complaints
We are committed to delivering a high quality service. If you have feedback on how we can improve or wish to raise a complaint, please complete a form below and email our admin. Your comments will be discussed with the directors and you will be contacted directly to discuss next steps.
If you wish to discuss anything with us, please contact us.