Refunds Policy
Level Up: Physiology & Fitness Clinic (“we”, “our”, “us”) is dedicated to providing high-quality services and products to our clients. We understand that issues may occasionally arise, and this Refund Policy outlines our approach to cancellations, refunds, and rescheduling for our services and products. This policy is designed to be fair and transparent while ensuring compliance with applicable consumer protection laws, including the UK Consumer Rights Act 2015.
1. General Principles
We strive to ensure client satisfaction with our services and products. Refunds or rescheduling options are available under specific conditions outlined below. All refund requests are evaluated on a case-by-case basis, and we reserve the right to refuse refunds where the criteria in this policy are not met. Exceptional circumstances (e.g., serious illness or bereavement) may be considered at our discretion.
To request a refund or discuss concerns, please contact us at levelupclinic@outlook.com. We aim to respond within 48 hours.
2. Digital Products
Due to their intangible and non-returnable nature, digital products (e.g., digital training programmes, fitness plans, or downloadable resources) are non-refundable once accessed or downloaded. This is in line with the UK Consumer Contracts Regulations 2013, which state that digital content is exempt from the 14-day cooling-off period once delivery has begun with your consent.
Key Points:
Before purchasing, ensure the digital product meets your needs. We provide detailed descriptions and, where applicable, previews.
If you experience technical issues accessing a digital product, contact us immediately, and we will assist in resolving the issue or provide an alternative delivery method.
We do not offer refunds for any digital programmes.
3. Consultations & Personalised Programmes
We offer a free initial 1:1 consultation to discuss your needs and develop a personalised programme. This consultation is provided at no cost, and you are under no obligation to proceed with a paid plan afterward.
Paid Consultations & Programmes:
If you choose to proceed with a paid consultation or personalised programme, payment is required in advance or on-site, as specified at booking.
Cancellations: You may cancel a paid consultation or programme session with at least 24 hours’ notice to receive a full refund or reschedule without additional cost. Cancellations made with less than 24 hours’ notice are non-refundable but may be rescheduled at our discretion, subject to availability.
Non-Attendance: If you fail to attend a scheduled session without prior notice (“no-show”), no refunds or rescheduling options will be offered.
4. Health Screenings
Health screenings (e.g., fitness assessments or physiological evaluations) are paid on-site at the time of service, unless otherwise specified.
Cancellation and Refunds:
Cancellations: You must provide at least 24 hours’ notice to cancel a health screening appointment. If timely notice is given, you will not be charged, or any prepayment will be refunded in full. Cancellations with less than 24 hours’ notice may result in rescheduling limitations or forfeiture of prepayments.
Non-Attendance: No-shows for health screenings are not eligible for refunds or rescheduling.
Refunds: Once a health screening is completed, payments are non-refundable, as the service has been fully rendered. Refunds may be considered in exceptional circumstances, such as if the screening could not be completed due to our error.
5. Blood Analysis Appointments
Blood analysis appointments involve a two-part payment structure: an appointment fee and additional package costs.
Appointment Fee:
A £30 appointment fee is payable in-person.
Cancellations: If you cancel with more than 24 hours’ notice, the appointment fee is fully refundable. Cancellations with less than 24 hours’ notice or no-shows are non-refundable.
Rescheduling: You may reschedule with more than 24 hours’ notice at no additional cost, subject to availability.
Additional Packages:
Additional costs for blood analysis packages (e.g., lab processing or detailed reports) are paid on-site at the time of service.
Refunds: Once blood has been drawn, payments for additional packages are non-refundable, as the service has been rendered and lab processing costs have been incurred.
Cancellations: If you cancel before blood is drawn with more than 24 hours’ notice, no additional package fees will be charged.
6. No-Shows
For all services (consultations, programmes, health screenings, and blood analysis appointments), failure to attend a scheduled appointment without prior notice (“no-show”) will result in:
Forfeiture of any prepayments or appointment fees.
No eligibility for refunds or rescheduling.
To avoid no-show charges, please notify us as soon as possible if you cannot attend a scheduled appointment.
7. Exceptional Circumstances
We understand that unforeseen events may occur. Refund or rescheduling requests due to exceptional circumstances (e.g., serious illness, bereavement, or other significant events) will be reviewed on a case-by-case basis. Please provide supporting documentation where possible (e.g., a medical note) to assist us in processing your request.
8. Faulty or Non-Conforming Services
If a service or product does not meet the standards described at the time of purchase or is defective, you may be entitled to a refund, replacement, or alternative remedy under the UK Consumer Rights Act 2015. Please contact us within 14 days of receiving the service or product to report the issue. We may request evidence (e.g., screenshots for digital products or a description of the service issue) to process your claim.
9. Payment Processing
Refunds, where applicable, will be processed to the original payment method within 10 business days of approval. Processing times may vary depending on your bank or payment provider. We are not responsible for delays caused by third-party payment processors.
10. Changes to This Refund Policy
We may update this Refund Policy to reflect changes in our practices or legal requirements. Significant changes will be communicated via email or a notice on our website. The updated policy will be effective from the date posted.
11. Contact Us
If you have questions, concerns, or requests regarding this Refund Policy, please contact us:
Email: levelupclinic@outlook.com
We aim to resolve all inquiries promptly and fairly.