Cancellations, refunds and returns.

What This Covers

This page explains refunds and returns for everything you can pay for at LoveMyLife: appointments, treatment programmes, dispensed medication and any goods you buy from us. If anything here is unclear, contact us and we will help.

In-Person Appointments

Nothing has been paid yet, so there is no refund to process.

If you cannot make it, please let us know so we can offer the appointment to someone else. We trust you to turn up; you trust us to deliver.

Video and Phone Appointments

These are paid for at booking, because there is no easier way for an appointment to slip than a video call that does not happen. The refund depends on when you cancel:

Cancelled at least 1 hour before your appointment: full refund.

Cancelled within the hour, before the appointment was due to start: 50% refund.

No-show: no refund.

Programmes Paid in Advance

Some treatments, like the Sinclair Method programme, are a single payment for a year of care, taken when you start. If, after assessment, the doctor finds the treatment is not suitable for you, we refund your payment less a £95 assessment fee for the clinical review you have received. Once treatment has begun the programme fee is not otherwise refundable. The pay-as-you-go routes carry no such commitment: you pay only for each prescription or consultation as you take it.

Medication and Prescription Orders

Medicines are prescribed for you personally. For your safety, and because the law does not allow it, we cannot take medication back or reissue it once it has been dispensed and dispatched or handed to you. Dispensed medication is therefore not refundable once it has left our pharmacy.

If you have paid for medication that has not yet been dispensed and you no longer want it, contact us and we will refund you in full.

If a doctor or pharmacist reviews your order and decides a medicine is not clinically suitable for you, you are not charged for the medicine, and we refund it in full if you have already paid. Where a clinical assessment has taken place, an assessment fee may apply. We will always tell you about any such fee before you pay.

Other Goods

Items that are not medicines, such as wearables, home test kits and travel supplies, can be returned within 14 days of delivery for a full refund, provided they are unused and in their original sealed packaging.

For health and hygiene reasons, test kits and similar sealed items cannot be returned once the seal is broken, unless the item is faulty.

You cover the cost of return postage for items you simply no longer want. We will tell you where to send them.

Faulty, Damaged or Incorrect Items

If something arrives faulty, damaged or not what you ordered, tell us within 14 days and we will put it right. You can choose a replacement or a full refund, including any postage you paid. We cover return postage in these cases.

If We Have to Cancel

Sometimes a doctor is unwell or something else moves outside our control. We will let you know as soon as we can and offer you the next available appointment.

If you would rather have a refund than rebook, we will refund you in full.

Something Unavoidable

Illness, an emergency, a child off school. Get in touch.

We would rather rebook you than fight over a refund.

How to Request a Refund

Email [email protected] with your order or booking details and what you would like us to do. Refunds are paid to the card or payment method you used, normally within 14 days of us agreeing the refund or receiving the returned item, whichever is sooner.