Refund and Cancellation Policy

Last updated: 2 November 2026

1. About this policy

This Refund and Cancellation Policy applies to consumer services purchased directly from Remedē Health online, by telephone, by email or through another remote means.

Remedē Health is the trading name of Remede Health Ltd, registered in England and Wales under company number 12984687.

Registered office:
108 8 Shepherd Market
London
United Kingdom
W1J 7QE

This policy covers, where applicable:

Healthcare-navigation and concierge services;
Provider searches and healthcare research;
Consultations and case assessments;
Appointment and treatment coordination;
Memberships and subscriptions;
Digital reports, guides and downloadable materials;
Events and programmes; and
Other services purchased directly from Remedē Health.

This policy does not remove or restrict any statutory rights available to a consumer under UK law.

2. Your 14-day right to cancel

If you are a consumer and purchase a Remedē Health service online, by telephone, by email or through another distance-selling method, you will normally have the right to cancel within 14 days without giving a reason.

For a service contract, the cancellation period begins when the contract is entered into and ends 14 days after the following day.

For example, if a contract is entered into on 1 November, the cancellation period normally ends at 11:59pm on 15 November.

To exercise this right, you must send us a clear statement that you wish to cancel before the cancellation period expires. You may use the cancellation form at the end of this policy, but you do not have to use it.

3. Asking us to begin work immediately

Many Remedē Health clients require prompt or urgent assistance and may not want us to wait until the end of the 14-day cancellation period before beginning work.

We will therefore ask you to expressly request that we begin providing the service during the cancellation period.

If you make this request and subsequently cancel during the 14-day period:

You will remain entitled to cancel;
We may charge a reasonable and proportionate amount for work completed up to the time we receive your cancellation;
We may deduct that amount from any refund due; and
We will provide an explanation of the work undertaken and the amount retained if requested.

The amount charged will be based on the agreed price, the time spent, the services supplied, committed third-party costs and the proportion of the overall service already performed.

If the service has been fully performed during the cancellation period, your right to cancel may end once the service has been completed, provided that:

You expressly requested that the service begin during the cancellation period; and
You acknowledged that you would lose the right to cancel once the service had been fully performed.

We will not charge for work performed during the cancellation period if we began without the express request required by law.

4. Consultations and scheduled Remedē appointments

You may cancel or reschedule a consultation or other scheduled appointment by contacting us.

More than 48 hours’ notice

If you provide more than 48 hours’ notice, Remedē Health will normally:

Reschedule the appointment once without charge; or
Refund the Remedē Health consultation fee, subject to any work already undertaken at your express request and any applicable statutory rights.

Less than 48 hours’ notice

If you cancel with less than 48 hours’ notice, or do not attend:

We may retain or charge a reasonable amount reflecting the reserved time, preparatory work and losses we cannot reasonably avoid;
This may be up to the full Remedē Health appointment fee where the time cannot be reallocated; and
We will not charge more than our reasonably expected or actual loss.

We will consider exceptional circumstances, including a medical emergency, serious illness or bereavement, fairly and reasonably.

Different cancellation terms may apply to an independent doctor, clinic, hospital or other provider. Those terms should be disclosed before their appointment is confirmed.

5. Provider searches, research and case-management services

Remedē Health services may include research, provider identification, pathway development, enquiries, introductions, document organisation, scheduling and coordination.

Once you have expressly requested that this work begin:

Charges may accrue as the work is completed;
Completed research, searches, enquiries, introductions, reports and coordination work are not refundable merely because you later decide not to proceed;
If you cancel before the service is completed, you will be charged only for work already performed and reasonable costs or commitments that cannot be recovered; and
Any unused balance will be refunded where appropriate.

The outcome of a provider search cannot be guaranteed. A completed service is the research, navigation, introduction or coordination work agreed with you, rather than a guarantee that a particular provider will accept a case, offer treatment or achieve a particular medical result.

6. Memberships and subscriptions

Initial cancellation period

A consumer purchasing a Remedē Health membership or subscription online will normally have a 14-day cancellation period from the day after joining.

If you have not used any membership benefits, you will normally receive a full refund when cancelling within that period.

If you expressly requested immediate access and used membership benefits during the cancellation period, we may deduct a reasonable and proportionate amount for benefits or services already supplied.

Monthly memberships

After the initial cancellation period, a monthly membership may be cancelled at any time before the next renewal date.

Cancellation will stop future renewal charges. Unless otherwise required by law:

The membership will remain active until the end of the paid billing period; and
We do not normally provide partial refunds for an incomplete month after the cancellation period.

Annual memberships

After the initial cancellation period, an annual membership may be cancelled to prevent its next annual renewal.

Unless otherwise required by law or agreed by Remedē Health:

The membership will remain active until the end of the paid annual term;
Cancellation will stop the following annual renewal; and
The unused part of the current annual term is not normally refundable.

We will make cancellation reasonably straightforward and will provide advance notice of annual automatic renewals where appropriate.

Membership terms, price, renewal frequency and minimum commitment will be displayed before purchase.

7. Concierge retainers and ongoing case management

Monthly concierge or case-management retainers may be cancelled before the next billing date unless a separate signed service agreement specifies a different notice period.

Cancellation will:

Prevent the next recurring payment;
Take effect at the end of the current paid period; and
Not normally create a right to a partial refund for the current period where services and team availability have already been provided.

If the arrangement includes a minimum term, dedicated staffing, committed third-party expenditure or a bespoke scope of work, the applicable service agreement will explain the cancellation terms before purchase.

No cancellation charge will exceed the reasonable loss resulting from the cancellation.

8. Digital content and downloadable products

Digital content may include reports, guides, templates, e-books, digital care-planning materials, courses or other downloadable content.

You will normally have a 14-day right to cancel a digital-content purchase unless you expressly consent to receiving or accessing the content during that period and acknowledge that your right to cancel will be lost once supply begins.

Where the required express consent and acknowledgement have been obtained, the right to cancel ends when access, streaming or downloading begins.

This does not affect your rights if digital content is faulty, not as described or does not meet statutory requirements.

9. Events and date-specific programmes

Tickets for events, retreats, conferences, workshops or other leisure services scheduled for a specific date or period may be excluded from the statutory 14-day cooling-off right.

Unless the event-specific terms state otherwise:

Tickets are not refundable if you change your mind or can no longer attend;
A ticket may be transferred to another eligible person with our prior approval;
Any transfer request must be received within a reasonable time before the event;
Remedē Health may charge only reasonable administrative or third-party costs relating to a transfer; and
The organiser’s specific terms will apply where Remedē Health is acting as an intermediary.

If Remedē Health cancels an event it is responsible for delivering, you will normally receive a refund of the Remedē Health ticket price.

We are not responsible for separate travel, accommodation, insurance or other consequential expenses unless the law requires otherwise. We recommend purchasing appropriate travel or cancellation insurance.

10. Independent healthcare and travel providers

Doctors, hospitals, clinics, laboratories, pharmacies, wellness providers, accommodation providers, airlines, transport providers and other third parties are independent organisations.

Their own cancellation and refund policies may apply to:

Consultations;
Diagnostics;
Treatments;
Procedures;
Deposits;
Hospital charges;
Prescriptions;
Accommodation;
Flights and transport; and
Other independently supplied services.

Before confirming a third-party service, we will endeavour to make the relevant cancellation terms available to you.

Where Remedē Health has collected money solely on behalf of a third party, any refund may depend on the third party returning the funds to us.

Remedē Health coordination or research charges are separate from third-party provider charges. Cancellation of a third-party appointment does not automatically create a refund entitlement for Remedē work already completed.

Nothing in this section limits any legal responsibility Remedē Health may have for its own acts or omissions.

11. Deposits and advance payments

Where a deposit or advance payment is required:

The purpose and amount will be explained before payment;
It will normally be applied towards the total price;
It will not automatically be treated as non-refundable in every circumstance; and
Any amount retained following cancellation will be reasonable and proportionate to work performed, costs incurred and losses that cannot reasonably be avoided.

We will take reasonable steps to minimise losses resulting from cancellation.

If the cost or loss is lower than the deposit or advance payment, the remaining balance will be refunded.

12. Services that do not meet statutory requirements

Under the Consumer Rights Act 2015, consumer services must be performed:

With reasonable care and skill;
In accordance with information about the service that you relied upon;
For a reasonable price where no price was agreed; and
Within a reasonable time where no completion time was agreed.

If a Remedē Health service does not meet these statutory requirements, you may be entitled to:

Repeat performance at no additional cost and within a reasonable time; or
An appropriate price reduction where repeat performance is impossible or is not completed within a reasonable time and without significant inconvenience.

A price reduction may, where appropriate, be up to the full amount paid.

Nothing in this policy excludes Remedē Health’s responsibility where doing so would be unlawful.

13. If Remedē Health cancels

We may need to cancel or suspend a service because of:

Provider unavailability;
Safety or safeguarding concerns;
Incomplete or inaccurate information;
Non-payment;
Abusive, threatening or inappropriate conduct;
A legal, regulatory or professional obligation;
A conflict of interest;
Circumstances outside our reasonable control; or
Another serious reason preventing safe or lawful performance.

Where cancellation is not caused by your breach or conduct, we will normally offer:

A suitable alternative;
Rescheduling;
A refund for the part of the Remedē service not supplied; or
Another fair and proportionate remedy.

We will not retain payment for services that we have not provided where retaining it would be unfair or unlawful.

14. How to cancel

You may cancel by:

Email: hello@remedehealth.com

Please include:

Your full name;
The email address used for the purchase;
The service or membership purchased;
The date of purchase;
Your booking, invoice or transaction reference, if available; and
A clear statement that you wish to cancel.

You do not need to give a reason when exercising a statutory cancellation right.

Cancellation takes effect when your communication is sent, provided it is sent before the relevant deadline.

We will acknowledge your request and may ask for reasonable information to verify your identity.

15. Refund payments

Where a refund is due, we will make it:

Without undue delay;
Normally within 14 days of receiving the valid cancellation request or agreeing that a refund is due;
Using the original payment method, unless you expressly agree otherwise; and
Without charging a refund administration fee.

Banking and payment-provider processing times are outside our direct control.

Any lawful deduction will be explained.

16. Business clients

The statutory consumer cancellation rights described in this policy generally apply to individuals acting wholly or mainly outside their trade, business, craft or profession.

Services purchased by:

Companies;
Healthcare providers;
Family offices;
Employers;
Professional members;
Corporate partners; or
Other business customers

will normally be governed by the relevant proposal, order form, membership terms or signed commercial agreement.

Nothing in this section affects legal rights that cannot lawfully be excluded.

17. Complaints

If you believe a refund or cancellation has not been handled fairly, please contact:

Email: hello@remedehealth.com

Please include relevant booking, invoice and payment details. We will review the matter and aim to provide a substantive response within 14 days.

You may also obtain independent consumer advice from Citizens Advice or contact the appropriate consumer-protection authority.

18. Changes to this policy

We may update this policy to reflect changes to our services or the law.

The version applying to your purchase will normally be the version provided or made available when the contract was entered into, unless a legal change must apply sooner or a later version is more favourable to you.

19. Model cancellation form

Complete and return this form only if you wish to cancel a qualifying contract.

To: Remede Health Ltd
108 8 Shepherd Market
London
United Kingdom
W1J 7QE
Email: hello@remedehealth.com

I give notice that I cancel my contract for the following service, membership or digital content:

Service or product:
____________________________________

Ordered on:
____________________________________

Customer name:
____________________________________

Customer address:
____________________________________

Email address:
____________________________________

Booking or invoice reference:
____________________________________

Signature, only if submitted on paper:
____________________________________

Date:
____________________________________