Cancellation Policy
1. Introduction
This Cancellation Policy explains how you can cancel consultations, orders, and subscription plans with SynovaMed across our prescribing services, including weight management, hair loss, erectile dysfunction, women’s health, skin health, and sexual health services.
This policy reflects your rights under applicable UK consumer protection legislation, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
2. Cancelling a Consultation Before Clinical Review
You can cancel a consultation at any time before it has been clinically reviewed by our prescribing team.
If you cancel before clinical review:
- 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, prescribed, and 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 plans:
Monthly Plans
Monthly plans are billed every 28–30 days and have no minimum commitment.
You can cancel at any time without a cancellation fee.
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 cancellation terms apply accordingly.
6. Cancelling a Monthly Plan
You can cancel a monthly plan at any time without a cancellation fee.
Cancellation can be requested by:
- Emailing info@synovamed.co.uk
- Using your patient portal
Your cancellation will take effect from the next billing cycle.
After cancellation:
- You will not be charged for future months
- Any medication already dispensed from a paid cycle will still be supplied
- You may restart your subscription in the future, subject to a new clinical review
7. Cancelling a Committed Plan
7.1 Cancellation Within the First 30 Days
If you have started a 3, 6, or 12-month committed plan, you may cancel without charge within the first 30 days from the start date of your plan.
During this period:
- No cancellation fee will apply
- No further payments will be taken
- Any medication already dispensed from a paid cycle will still be supplied
This allows you time to decide whether the committed plan is suitable for you.
7.2 Cancellation After the First 30 Days
If you cancel a committed plan after the first 30 days but before the end of the agreed term, a £50 early cancellation fee will apply.
This fee reflects the discounted monthly pricing provided in return for committing to the longer plan period. The fee is explained at the point of sign-up and forms part of your agreement.
The cancellation fee:
- Is charged once at the point of cancellation
- Does not result in any further subscription charges
- Does not affect delivery of medication already dispensed from a paid cycle
The cancellation fee will not 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
7.3 Ending a Committed Plan
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 Regulations 2013, you may have the right to cancel certain distance contracts within 14 days of the contract being formed.
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 medication has been dispensed, with a full refund and no early cancellation fee
Prescription medication is excluded from the 14-day cancellation right once dispensed because it is a regulated medical product that cannot be returned once supplied.
Where applicable, the 14-day cooling-off period and the 30-day cancellation window for committed plans operate together. During the first 30 days of a committed plan, you will receive the greater applicable protection.
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 early 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