Cancellation Policy

1.

Purpose

This policy explains how you can cancel a consultation, order, or subscription with SynovaMed across any of our prescribing services (including weight loss, hair loss, erectile dysfunction, women's health, skin, and sexual health).

It reflects your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and complies with UK consumer protection law.

2.

Cancelling a Consultation (Before It Has Been Reviewed)

You can cancel a consultation at any time before it has been clinically reviewed by our prescribing team. There is no charge, and you will receive a full refund of any consultation fee paid.

Email us at info@synovamed.co.uk or use the patient portal to request cancellation.

3.

Cancelling an Order (Before It Has Been Dispatched)

You can cancel an order at any time before it has been dispatched, with no charge and a full refund. Once an order has been clinically reviewed, prescribed, and dispatched, the situation changes see Section 4.

4.

Cancelling an Order (After Dispatch) - Prescription Medication

For reasons of patient safety and under the Medicines Act 1968, we cannot accept returns of prescription medication once it has been dispensed. This is a regulatory requirement not a commercial policy. Once your prescription leaves our pharmacy, we cannot re-supply it to another patient.

If you have unwanted medication, please take it to any community pharmacy for safe disposal.

This does not affect your statutory rights if the medication you receive is:

• Damaged in transit
• Faulty or defective
• Not as described
• Delivered outside its expiry date

In these cases we will provide a replacement or refund see our Returns & Refunds Policy (POL-014).

5.

Subscription Plans Overview

We offer two types of subscription plan:

• Monthly plans - billed every 28-30 days, no minimum commitment, cancel any time with no fee.
• Committed plans (3-month, 6-month, 12-month) offer a reduced monthly rate in exchange for a commitment to the full plan length.

The longer plans come with a discount because we can offer a better price when we know the patient is committing to a longer course of treatment. The cancellation terms reflect that commercial reality.

6.

Cancelling a Monthly Plan

You can cancel a monthly plan at any time with no fee.

• Email us at info@synovamed.co.uk or cancel via your patient portal.
• Cancellation takes effect from your next billing cycle.
• You will not be charged for any future months.
• Any medication already dispensed from a paid cycle will still be delivered to you.
• You can restart your subscription at any time (subject to fresh clinical review).

7.

Cancelling a Committed Plan (3, 6, or 12 Months)

7.1 First 30 days free cancellation

If you have signed up to a 3-, 6-, or 12-month committed plan, you can cancel free of charge during the first 30 days from the date your plan starts. We will not charge a cancellation fee if you cancel within this window. Any medication already dispensed will still be delivered; no further charges will be taken.

This 30-day window gives you time to try the treatment and decide whether the committed plan is right for you, without commitment anxiety.

7.2 After the first 30 days - £50 early-cancellation fee

After the first 30 days, if you cancel a committed plan before the end of its term, a £50 early-cancellation fee applies. This fee reflects the discount you received against the monthly rate in exchange for committing to the longer plan. It is disclosed clearly at sign-up and forms part of your agreement with us.

• The £50 fee is charged once, at the point you cancel.
• You will not be charged for any future months of the committed plan.
• Any medication already dispensed from a paid cycle will still be delivered.
• The fee is not applied if we are the party who cancels for clinical, safety, or supply reasons.
• The fee is not applied where the cancellation is a result of fault on our part (faulty product, failed delivery, etc.).

7.3 Cancelling at the end of your committed plan

You can cancel at the end of your committed plan with no fee. We will contact you around the end of your plan to ask whether you'd like to:

• Renew onto a new committed plan
• Switch to a monthly plan
• End your subscription

If you take no action, your plan ends automatically we do not auto-renew committed plans onto another committed term.

8.

14-Day Cooling-Off Period (Consumer Contracts Regulations 2013)

Under the Consumer Contracts Regulations 2013, you have the right to cancel many distance-sold contracts within 14 days of the contract being formed. For SynovaMed services:

• You may cancel a consultation within 14 days if it has not yet been reviewed - full refund.
• You may cancel a subscription within 14 days of sign-up if no medication has been dispensed full refund, no £50 fee applies.
• Prescription medication, once dispensed, is exempt from the 14-day return right (Regulation 28) because it is a sealed medical product that cannot be returned once supplied.

The 14-day cooling-off period and our 30-day free-cancellation window for committed plans run concurrently in other words, within the first 30 days of a committed plan you always have the stronger of the two rights.

9.

Refunds

Where a refund is due, we will process it within 14 days of receiving your cancellation request, to the same payment method used for the original purchase. If your original card has expired, please contact us and we will update your details before processing.

10.

Ending the Relationship

You can request that we delete your account at any time. We will retain your clinical records in line with our Data Retention Policy (POL-003) this is a regulatory requirement and cannot be waived. All marketing data will be deleted in line with your request.

11.

Circumstances Where We May Cancel

We reserve the right to cancel a consultation, order, or subscription where:

• Our prescribing team judges that treatment is not clinically appropriate.
• We have reasonable grounds to suspect fraud, identity misrepresentation, or onward supply.
• You have not responded to a request for information needed to continue safe treatment.
• A medicines shortage prevents us from supplying the prescribed dose.

In these cases we will notify you, provide reasons, and refund any charges for medication not supplied. No £50 cancellation fee applies when we are the party cancelling.

12.

Your Rights

This policy does not affect your statutory rights under UK consumer law. If you believe we have not honoured your rights, please follow our Complaints Policy (POL-001).

13.

Policy Review

Reviewed every 2 years. Next review: April 2028.

SynovaMed (trading name of Nihaal Limited) | 11 Blaby Road, South Wigston, Wigston, LE18 4PA | GPhC: 9012552 | 07822 002914 | info@synovamed.co.uk Document Ref: POL-002 | Version 2.0 | Effective: 19 April 2026 | Next Review: April 2028 Superintendent Pharmacist: Chirag Desai (GPhC: 2079415)