Refund and Returns Policy

At Lyphe Clinic, we want to make sure our appointment and refund policies are clear and fair for everyone.

Summary

This policy outlines the policy and procedure for refunds and cancellations at Lyphe Clinic 

Relevant Legislation

Author: GOV.UK, Accepting terms and giving refunds: The Law [Online]: Accepting returns and giving refunds: the law – GOV.UK

Author: Money, your refund rights explained [Online]: Your refund rights explained | money.co.uk

Purpose

This policy outlines the terms for appointment cancellations, prescription services, and refunds at Lyphe Clinic, a specialist medical cannabis clinic operating in the United Kingdom. It ensures fairness, clarity, and adherence to applicable laws and CQC standards.

Policy

Appointment Cancellations

Patient-Initiated Cancellation

  • Patients may cancel or reschedule appointments up to 48 hours prior to the scheduled time without charge.
  • Cancellations within 48 hours of the appointment may be subject to a cancellation fee of up to 50% of the consultation cost, cancellations within 24 hours will be subject to a full cancellation fee of 100%
  • Missed appointments without prior notice (no-shows) are non-refundable.

Clinic-Initiated Cancellation

  • If the clinic must cancel or reschedule, patients will be offered the next available appointment or a full refund if they choose not to reschedule.

Refunds

Consultation Fees

  • Refunds for consultations are only issued in full if the appointment is cancelled more than 48 hours in advance, if it is cancelled between 24 hours and 48 hours in advance a 50% refund will be provided, if 24 hours or less, no refund will be given.
  • No refunds are issued once the consultation has occurred, regardless of prescription outcome.

Prescription Fees

  • Once a prescription has been issued by the prescriber, no refunds are available, even if the patient decides not to proceed with the medication.
  • Prescription service fees are charged for the clinician’s time and decision-making, not for the guaranteed issuance of a prescription.

Medication Costs

  • The clinic does not dispense medication. Refunds for dispensed medical cannabis are subject to the dispensary/pharmacy’s refund policy. The clinic is not responsible for medication returns.

Exceptional Circumstances

Refunds or waivers may be granted in exceptional circumstances (e.g. bereavement, emergency hospitalisation) at the discretion of the Clinic Manager. Evidence may be requested.

How to Request a Refund

Patients should email info@lyphe.com within 7 days of the missed appointment or issue, with full details and relevant supporting documents.

Processing Time

Approved refunds will be processed within 30 days via the original payment method.

Contact

For further queries, please contact:

Email: info@lyphe.com

Phone: 0204 538 2273