Cancellations and Refunds
What happens to your money at each stage: the consultation fee, cancelling before dispatch, stopping a program, and anything that arrives wrong.
The consultation fee
The consultation is AED 350, paid by card when you book. It is credited in full against the cost of a program agreed within 30 days of your consultation. It is not otherwise refundable, because it pays for the assessment itself — and that assessment may conclude that no program is appropriate for you, which is a legitimate outcome rather than a failed purchase. After 30 days the credit lapses.
Cancelling before dispatch
You can cancel an agreed program at any point before it is dispatched, for a full refund of anything already paid towards it. Tell your consultant or the care team and nothing further is charged.
Pausing or stopping a program
You may pause or stop at any time. Speak to your consultant first so they can talk you through doing it safely. You pay monthly as each cycle ships, so any cycle that has not yet been dispatched is simply not charged — there is nothing to claim back.
Once a program has been dispatched
Because these are temperature-sensitive medical products whose integrity cannot be verified once they have left us, we do not accept returns or exchanges after dispatch. This applies whether or not the packaging has been opened.
Damaged or incorrect deliveries
If what arrives is damaged, or is not what your consultant agreed with you, contact us within 48 hours of delivery with photographs. We will replace it or refund it in full, at no cost to you. This is separate from the rule above: it is our error, not a return.
How a refund is processed
An approved refund goes back to the card it was paid from, within 5 to 10 business days of approval. Delivery is included in the program your consultant quotes, so there is no separate shipping charge to refund.
How to reach us
Message the care team on WhatsApp, or through the contact page. Someone answers within 24 hours.