Specifications for Treatment
(a) We will offer bespoke prescriptive hormone medication to patients experiencing symptoms of hormone imbalance after a full medical consultation and following the results of blood analysis.
(b) For your safety, the clinician must be sure of any medical contraindications to your treatment. Failure to disclose any medical conditions, current medications or supplements taken could result in immediate termination of your treatment and agreed hormone programme, without a refund
Refunds and Cancellations
Our bespoke treatment programmes combine all private prescriptions, appointments and blood testing as required and outlined on commencement.
Refund of Programme:
Bespoke treatment programmes are non-refundable unless exceptional medical circumstances can be proven, or you are deemed medically unsuitable by our medical team to continue treatment. Requests are dealt with on a case-by-case basis and all refunds are at the discretion of our Bioidentical Hormone Therapy Clinicians and Senior Management Team. Refunds are applicable to programme components that have not been provided to you and do not apply to prescriptions dispensed as outlined in the next section.
We understand that a person’s situation may change. If you are thinking about cancelling your subscription for your programme, please call us via Tel: 0330 460 9999 as you will need to book and attend a mandatory exit consultation with a team member to discuss your reasoning. Please note, your payment schedule will continue to generate the agreed recurring instalments until the exit consultation has been completed. Your recurring payment instalments will be cancelled when all payment for prescription medicine dispensed and patient care delivered has been collected.
Refunds of Prescriptions:
Once a prescription has been dispensed and the medicinal product has been dispatched to you, you are not entitled to a refund, exchange, or return for the prescription(s), except in the limited circumstances set out below.
This policy is implemented in accordance with:
• The Human Medicines Regulations 2012;
• Professional standards set by the General Pharmaceutical Council (GPhC); and
• Applicable health and safety regulations.
Dispensed medications are exempt from the right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, as they are:
• Medicinal products for human consumption;
• Individually prescribed and dispensed; and
• Unsuitable for return due to health protection or hygiene reasons, where the seal is broken or the product has left the pharmacy’s control.
The integrity, safety, and efficacy of a medicinal product cannot be guaranteed once it has been dispensed and dispatched. For this reason, no returns or refunds can be accepted where:
• You change your mind;
• You no longer require the medication;
• You ordered in error; or
• You fail to collect or receive the product.
Refunds may be issued only in the following exceptional circumstances:
(a) The medication supplied was not the product prescribed;
(b) The product was delivered damaged, defective, or expired upon receipt;
(c) A dispensing or clinical error occurred that is attributable to our service.
If you believe you are eligible for a refund under clause above, you must contact our customer support team in writing within three (3) working days of receiving the product, providing:
• Your details;
• A full description of the issue;
• Supporting evidence (e.g. photographs, packaging details).
We reserve the right to request the return of any packaging or product for inspection before a refund is processed. Refunds, where applicable, will be made to the original payment method within 14 days of our confirmation of eligibility. This clause does not affect your statutory rights where applicable under English law.
Refer & Reward Promotion
(a) This does not apply to any referrals that have occurred prior to the start of the campaign (01/01/25)
(b) There is no cap on the number of successful referrals
(c) Once the ‘new’ patient has purchased a programme, the referrer will receive a £50 credit on their account.
(d) Once the ‘new’ patient has purchased a programme, they, too, will receive a £50 credit on their account.
(e) If either patient is on a direct debit payment plan the credit will either be added to the patient’s account for future payments or be deducted from future direct debit payments depending on when the next payment is due to be taken.
Cashback Guarantee
(a) The cashback guarantee is only applicable to initial consultations
(b) If you book an initial consultation and do not show up, you are not entitled to a refund.
(c) If you are not able to attend your initial consultation, you will need to provide at least 48 hours notice to us by calling on 0330 460 9999 or emailing info@bioidhealth.com to reschedule your appointment.
(d) If you choose not to attend after booking your initial consultation, you will need to reach out to our team at info@bioidhealth.com or by calling 0330 460 9999 to cancel your appointment at least 48 hours ahead of your booked appointment to receive your refund
(e) Refunds can take up to 7 working days to reflect in your account, if there are any issues, please reach out to us on 0330 460 9999 or info@bioidhealth.com
Call recording
At BioID, we record consultations to enhance the training, assessment, and development of our health professionals, ensuring safe and effective patient care. These recordings are securely stored as part of your medical record for 7 years, unless you request earlier deletion. Your consent will be confirmed at the start of each consultation, and you may request to stop recording at any time. Only qualified health professionals will review recordings for training purposes—never for marketing or public use. If you do not consent please let the team know.
Cancelled or Missed Appointments
(a) If you cannot attend your booked consultation, you must notify us with a minimum of 48-hours before your consultation time and date by calling us on Tel: 0330 460 9999. Messages via email and other channels may be missed therefore please ensure that you call us directly.
(b) If you do not attend your initial consultation without giving us 48 hours prior notice via telephone, you will lose you the £50.00 paid when booking. You must pay an additional £50.00 for a further initial consultation appointment.
(d) If you do not attend your main consultation without giving us 48 hours prior notice via telephone, we will be unable to disclose the results of your blood test analysis. To receive your blood test results, you must reschedule and attend a main consultation for which a DNA fee of £50.00 (single payment) applies.
(e) If you eligible for a tailored hormone treatment program at your re-scheduled main consultation, you will be credited for the £50.00 deposit by receiving a discount for the first month only.
(f) If are discharged following the results of your blood test due to medical ineligibility, we will credit back your £50.00 paid for the DNA charge.
(g) If you are treatable following the results of your blood test but choose to decline treatment, we will retain the £50.00 paid for the DNA charge.
(h) If you do not attend your follow-up consultation without giving us 48 hours prior notice via telephone, you will be charged a one-off DNA fee of £50.00 for non-attendance to the card we hold on file via our financial software platform.
Credits
(a) Credits added to a patients account will be valid for 6-months from date of issue. After 6-months this credit will not be able to be used against any further treatment.
Consultation Compliance
(a) During the initial consultation, confirmation of our BioID Health Terms & Conditions will be explained at the beginning of their BioID journey. This will be backed up by updated Terms and Conditions on the available via our website and links in all appointment booking confirmation emails.
Medication
Due to the legislative and regulatory requirements for the safe handling of prescriptive medication, no prescription medication can be returned or exchanged once purchased.
