Refund Policy

Introduction

This Refund Policy explains how refunds are handled for Keltoi Clinic services, including clinical assessments, doctor-led appointments, weight loss programmes, subscriptions and packages that include medication where clinically appropriate.

By booking an appointment, purchasing a package or starting a subscription, you agree to this Refund Policy.

Clinical Assessment and Treatment Suitability

Payment for a Keltoi service does not guarantee treatment, a prescription, medication, or ongoing treatment eligibility.

All prescribing and treatment decisions are made by an appropriately qualified clinician following clinical assessment. A clinician may decide that treatment is not suitable, or that a prescription should not be issued.

Clinical assessment fees are charged for clinician time, professional review, clinical judgement and expertise. Once a clinical review has commenced, the clinical assessment fee is non-refundable regardless of the outcome of that review.

Patient Responsibilities

Patients must provide accurate, complete and truthful information during eligibility checks, booking forms, clinical assessments and any follow-up communication.

Inaccurate, misleading, omitted or incomplete information may result in treatment being refused, delayed, suspended or cancelled. It may also affect refund eligibility where clinician time, prescription processing, medication dispensing, preparation or dispatch has already taken place.

Packages Including Medication

For packages that include medication, the total price may include both a clinical assessment element and a medication-related element.

If a clinician determines that treatment is unsuitable before a prescription is issued, Keltoi may refund the medication-related element only. The clinical assessment fee remains non-refundable once clinical review has commenced.

Where a prescription has been issued, medication has been dispensed, prepared for dispatch, or shipped, medication-related charges are not normally refundable unless required by law.

Prescription-Only Medication

Prescription-only medication cannot be returned or refunded once it has been prescribed, dispensed, prepared for dispatch, or shipped.

This is because prescription medication is supplied specifically for an individual patient and cannot be reused, resold or returned to stock once dispensed or prepared.

Subscriptions

Subscription cancellation stops future payments from the point of cancellation, subject to the cancellation terms shown at purchase and in your account or payment provider portal.

Current billing periods are non-refundable once payment has been taken, unless required by law or where Keltoi has made a billing error.

Cancelling a subscription does not automatically cancel or refund any clinical review, prescription processing, medication preparation, dispensing or dispatch already underway.

Damaged, Faulty or Incorrect Items

Damaged, faulty or incorrect items must be reported to Keltoi within 48 hours of delivery.

Patients may be asked to provide photographs, packaging information and delivery details so the issue can be investigated.

Where an item is confirmed to be damaged, faulty or incorrect, Keltoi will arrange an appropriate remedy in accordance with applicable consumer law.

Failed Delivery

Failed deliveries caused by an incorrect address, failure to accept delivery, failure to collect a parcel, missed delivery attempts, or other patient-related delivery issues are not normally refundable.

Patients are responsible for ensuring delivery information is accurate and that they are available to receive medication where required.

Billing Errors

If a billing error occurs, Keltoi will investigate and correct the error where appropriate.

Where an overcharge or duplicate payment is confirmed, the relevant amount will be refunded to the original payment method where possible.

How to Request a Refund Review

Refund requests should be submitted to clinic@keltoi.co.uk with your full name, booking details, payment date and a clear explanation of the issue.

Keltoi will review refund requests individually, taking into account clinical review status, prescription status, medication dispensing or dispatch status, subscription status and applicable consumer law.

Statutory Rights

Nothing in this Refund Policy affects your statutory rights.

Where applicable law requires a refund, replacement or other remedy, Keltoi will comply with those legal obligations.

Contact Us

Keltoi Clinic. Email: clinic@keltoi.co.uk. Telephone: 028 9433 6992. Website: www.keltoi.co.uk.