Cancellation policy
Applies to: uk.medetone.com Last updated: 11 September 2026
This policy explains your cancellation and refund rights for each type of purchase available on this Site. It should be read together with our Terms of Service, which take priority if anything here conflicts with them. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
Your rights differ depending on what you are cancelling. Find your situation below.
Quick reference
| What you bought | Can you cancel? | Refund |
|---|---|---|
| A prescription medicine, not yet dispensed | Yes, any time | Full refund, or partial refund if clinical review has started (see below) |
| A prescription medicine, already dispensed and dispatched | No — change-of-mind cancellation is not available once dispensed | No refund, except where something has gone wrong (faulty, wrong item, damaged) |
| Programme Membership (clinical care subscription) | Yes, any time; 14-day cooling-off applies to a new subscription | Full refund in the 14-day cooling-off period, less a deduction for clinical work already done; otherwise ends at the next renewal |
| Treatment Plan (recurring medicine subscription) | Yes, any time, but only affects future supplies | No refund for medicine already dispensed |
| A booked consultation | Yes, up to 2 hours before, for a full refund if cancelled 24+ hours ahead | See "Booked consultations" below |
1. Prescription medicines
1.1 Before your medicine is dispensed
You can cancel an order for a prescription medicine at any time before it has been dispensed and dispatched. To cancel, email info@medetone.com.
- If you cancel before a Prescriber has begun reviewing your case, you will receive a full refund.
- If you cancel after a Prescriber has begun reviewing your case but before dispatch, we may keep a reasonable, proportionate amount to cover the clinical work already done. We will always tell you what that amount is before you pay, so there are no surprises. The rest of your payment will be refunded.
1.2 After your medicine has been dispensed and dispatched
Once a prescription medicine has been dispensed and dispatched, we are not able to accept it back or offer a refund for a change of mind. This is not a store policy choice — it is a legal and patient safety requirement. Dispensed medicines, including unopened boxes, cannot be reintroduced into the pharmacy supply chain and must be destroyed. This reflects the exemption for sealed goods that are not suitable for return for health or hygiene reasons, and for goods made to your specification, under Regulation 28 of the Consumer Contracts Regulations 2013.
1.3 If something has gone wrong
The position in 1.2 does not apply if there is a problem with what you received. If your medicine is:
- faulty or damaged,
- incorrectly dispensed,
- not as described,
- supplied in error, or
- has not been kept at the right temperature in transit,
contact us and we will investigate. We may offer a replacement, a corrected order, a full or partial refund, or another appropriate remedy. Where a medicine or device appears to be defective, we will also report it to the manufacturer and, where required, to the MHRA.
2. Weight Management Programme
The Programme is billed as two separate parts, which are cancelled separately.
2.1 Programme Membership (the clinical care subscription)
- Cooling-off period: you can cancel within 14 days of first subscribing under the Consumer Contracts Regulations 2013. If you asked us to begin your clinical assessment during that period, we will refund your Membership fee minus a proportionate amount for the clinical work already carried out (for example, a completed initial assessment). We will tell you that amount in advance.
- After the cooling-off period: you can cancel at any time, with effect from the end of your current billing period. Cancel through your account under "My Subscriptions", by emailing info@medetone.com, or by live chat.
- To avoid the next charge, cancel at least 2 days before your next renewal date.
- Cancelling your Membership automatically cancels any active Treatment Plan.
2.2 Treatment Plan (the recurring medicine subscription)
- You can cancel your Treatment Plan at any time, in the same ways as above.
- Cancelling your Treatment Plan is treated as your instruction to us to cancel your weight-management prescription. You will not receive any further medicine after your cancellation date, but you will not be charged again either.
- Cancelling your Treatment Plan does not automatically cancel your Programme Membership — that continues to renew until you cancel it separately.
- No refund is given for medicine that has already been prescribed, dispensed or dispatched — see section 1.2 above. If you cancel before that period's medicine has been dispensed, you will not be charged for it, or will be refunded if you already have been.
2.3 Refunds are not guaranteed for partially used periods
Outside the situations above, we do not routinely refund the unused portion of a billing period, though we may do so at our discretion where the circumstances warrant it.
3. Other subscriptions
Where you subscribe to any other recurring product or service:
- You can cancel at any time, taking effect at the end of your current billing period.
- Cancel at least 2 days before your next renewal date to avoid being charged again.
- Each repeat supply of a prescription medicine within a subscription is always conditional on your Prescriber confirming it remains clinically appropriate — a subscription is not a guarantee of ongoing supply.
- We will remind you by email before a renewal where the law requires it, and always before a renewal that follows a price change.
4. Booked consultations
Where your service includes a consultation with a Prescriber booked as a specific appointment:
| Situation | Outcome |
|---|---|
| You cancel 24 hours or more before the appointment | Full refund of the consultation fee |
| You cancel within 24 hours, don't attend, or arrive too late for the appointment to go ahead | The fee is not refunded and you will need to rebook |
| You reschedule up to 2 hours before the appointment | No charge |
| The connection fails due to a fault on our side | We rebook at no extra cost |
| The connection fails due to your device or internet connection and cannot be restored | The fee may still apply |
| You end the call early, for any reason | The fee still applies |
This section applies only to appointments that are booked and charged as a specific slot. It does not apply to the ordinary online questionnaire-based assessment, which has no appointment to cancel.
5. How refunds are paid
Wherever a refund is due under this policy, we will:
- pay it without undue delay, and in any case within 14 days of the day we are told you want to cancel, agree to refund you, or receive a returned item (whichever applies);
- refund you using the same payment method you used to pay; and
- make no charge to you for processing the refund.
6. Your statutory rights are always protected
Nothing in this policy limits your rights under the Consumer Rights Act 2015: goods must be of satisfactory quality, fit for purpose and as described, and services must be carried out with reasonable care and skill. If any product or service falls short of that standard, contact us and we will put it right — this applies regardless of anything else in this policy, including the change-of-mind exclusions in sections 1.2 and 5.
7. How to cancel or ask for a refund
- Email: info@medetone.com
- Account: "My Subscriptions" in your online account, for any active subscription
Please include your order number or account email so we can find your order quickly.
8. Questions or complaints
If you're not happy with how a cancellation or refund has been handled, see our Complaints Policy, or contact us at [complaints@medetone.com]. If we can't resolve it between us, you can contact:
- General Pharmaceutical Council — about the pharmacy or a pharmacist: https://www.pharmacyregulation.org/raising-concerns
- Citizens Advice — about your consumer rights: www.citizensadvice.org.uk or 0808 223 1133
This policy forms part of, and should be read together with, our Terms of Service. Where there is any conflict between this policy and the Terms of Service, the Terms of Service apply.