Cancellation Policy
1. Introduction
This Cancellation Policy explains how you can cancel consultations, orders and subscription plans with SynovaMed across all of our prescribing services, including weight management, men's health, hair loss, erectile dysfunction, women's health, skin health, sexual health and any other treatment category we make available from time to time (“Services”).
This policy reflects your rights under applicable UK consumer protection legislation, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and forms part of the agreement between you and SynovaMed when you use our Services.
2. Cancelling a Consultation Before Clinical Review
You are free to cancel your subscription at any point before one of our clinicians has reviewed your consultation and issued a prescription. This means you can cancel any time up until you receive confirmation from us that your consultation has been accepted.
If you cancel before this point:
• No cancellation charge will apply
• You will receive a full refund of any consultation fee paid
To request cancellation, please contact us:
• Email: info@synovamed.co.uk
• Patient portal: secure message through your account
3. Cancelling an Order Before Dispatch
You can cancel an order at any time before it has been dispatched.
If you cancel before dispatch:
• No cancellation charge will apply
• You will receive a full refund
Once an order has been clinically reviewed, a prescription approved, and the order dispatched, different rules apply, as explained below.
4. Cancelling Orders After Dispatch
Prescription Medication
For patient safety and regulatory reasons, we cannot accept returns of prescription medication once it has been dispensed and supplied.
This is a regulatory requirement and not a commercial policy. Once prescription medication has left our pharmacy, it cannot be returned to stock or supplied 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 where medication is:
• Damaged during delivery
• Faulty or defective
• Not as described
• Supplied beyond its expiry date
In these circumstances, we will investigate and may provide a replacement or refund in accordance with our Refunds and Returns Policy.
5. Subscription Plans
We offer two types of subscription plan across all of our treatment categories:
Monthly Plans
Monthly plans are billed every 28-30 days and have no minimum commitment.
Committed Plans
Committed plans are available for 3, 6 or 12 months and provide a reduced monthly rate in exchange for committing to the agreed plan duration.
The discounted pricing reflects the commitment to a longer treatment period, and the cancellation terms in section 6 apply accordingly.
6. Clinical Approval and Cancellation Fees
6.1 Once your consultation has been clinically reviewed and a clinician has approved your treatment and issued a prescription for the current billing cycle, SynovaMed begins work on your behalf. This includes generating and issuing your prescription, sending it to our pharmacy, preparing your medication for dispatch, and our clinical team taking on ongoing responsibility for monitoring the safety of your treatment.
6.2 Because of this, what happens if you cancel depends on whether you are still within your initial 14-day cooling-off period, and on the type of plan you hold.
6.3 Cancelling Within Your 14-Day Cooling-Off Period
If you ask us to begin your treatment before your 14-day cooling-off period ends, you will be asked to confirm this request and to acknowledge that doing so may affect your right to a full refund if you later cancel within that period. This is confirmed with you as part of signing up.
If you cancel within the 14-day cooling-off period before a clinician has reviewed and approved your treatment, no charge will apply and you will receive a full refund.
If you cancel within the 14-day period after your treatment has been approved and a prescription issued, we will refund your payment for that cycle less an amount that reflects the value of the consultation, clinical review, prescribing and dispensing already carried out, in proportion to what has been supplied. In practice, because dispensed prescription medication cannot be returned or resupplied to another patient (see section 4), this generally means the cost of that cycle’s medication is not refundable, but no separate or additional cancellation charge is applied on top of this during the 14-day period.
6.4 Cancelling a Monthly Plan After the 14-Day Period
Once your 14-day cooling-off period has ended, you can cancel a Monthly Plan at any time without a cancellation fee, in line with section 6 of this policy. Cancellation takes effect from your next billing cycle, and any medication already dispensed from a paid cycle will still be supplied to you.
6.5 Cancelling a Committed Plan After the 14-Day Period
Committed Plans (3, 6 or 12 months) are offered at a reduced monthly rate in exchange for your commitment to the full plan duration. If you cancel a Committed Plan part-way through its agreed term, after your 14-day cooling-off period has ended, an early Cancellation Fee of £40 will apply.
The Cancellation Fee reflects the value of the discount provided to you in exchange for your commitment to the plan, together with our administrative costs in ending it early. It is explained to you at the point of sign-up and forms part of your agreement with us.
• The Cancellation Fee is charged once, at the point of cancellation
• The Cancellation Fee does not result in any further subscription charges
• The Cancellation Fee does not affect delivery of any medication already dispensed from a paid cycle - this will still be supplied to you
• We will confirm the amount of the Cancellation Fee and explain how it applies before processing your cancellation
6.6 When No Cancellation Fee Applies
No Cancellation Fee will apply where:
• We cancel your plan for clinical, safety or supply reasons
• Cancellation is caused by an issue on our part, such as a faulty product or failed delivery
6.7 Once your cancellation is confirmed, you will not be charged from the next billing cycle onward and no further medication will be dispatched.
7. Ending a Committed Plan at Term End
At the end of your committed plan, you may cancel without charge.
Near the end of your plan, we may contact you to ask whether you would like to:
• Continue with another Committed Plan
• Move to a Monthly Plan
• End your subscription
Committed plans do not automatically renew into another committed term.
8. 14-Day Cooling-Off Period
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel certain distance contracts within 14 days of the contract being formed, without giving a reason.
For SynovaMed services:
• Consultations may be cancelled within 14 days where clinical review has not started, with a full refund
• Subscriptions may be cancelled within 14 days where no prescription has been approved and no medication has been dispensed, with a full refund
Where you have asked us to begin treatment during the 14-day period and a prescription has been approved and/or medication dispensed, section 6.3 explains how your refund is calculated. Prescription medication itself is excluded from the right to return once dispensed, as it is a regulated medical product that cannot be returned once supplied.
9. Refunds
Where a refund is due, we will process it within 14 days of receiving your cancellation request.
Refunds will be returned to the original payment method used.
If your original payment method is no longer available, please contact us so we can arrange an alternative method of refund.
10. Closing Your Account
You can request closure of your SynovaMed account at any time.
We will delete marketing information in accordance with your request.
However, clinical records must be retained for the required regulatory period in line with our Data Retention Policy. This is a legal and professional requirement.
11. Circumstances Where We May Cancel
We may cancel a consultation, order or subscription where:
• Our prescribing team determines that treatment is not clinically appropriate
• We have reasonable concerns regarding fraud, identity verification, or onward supply
• You do not provide information required to continue safe treatment
• A medicines shortage prevents us from supplying prescribed treatment
Where we cancel:
• We will explain the reason where appropriate
• We will refund charges relating to medication not supplied
• No Cancellation Fee will apply
12. Your Statutory Rights
This policy does not affect your statutory rights under UK consumer protection law.
If you believe your rights have not been upheld, please follow our Complaints Policy.
13. Policy Review
This Cancellation Policy is reviewed every two years or sooner if there are significant changes to legislation, regulatory guidance, or our services.
Next review date: April 2028
Customer Care