Refund Policy
At Calleva Clinic we aim to provide excellent healthcare services to our patients. We understand that circumstances may arise where a refund is appropriate. This policy explains when refunds are available and how to request one. It does not affect your statutory rights.
1. Contact us first
If you are unhappy with any payment or service, please contact us before taking any other step. Most issues are resolved quickly and directly. Email info@callevaclinic.co.uk or ask to speak to our clinic manager.
2. Eligibility for refunds
a. This policy applies to payments made directly to Calleva Clinic, the trading name of Tadley Medical Partnership.
b. Refunds will be provided for overpayments, duplicate payments, and payments for services that have not been provided.
c. Refunds will be provided where a service has not been carried out with reasonable care and skill, or otherwise where required by the Consumer Rights Act 2015. Nothing in this policy limits your statutory rights.
d. Our initial weight management evaluation is provided free of charge. If you are found unsuitable for treatment, or choose not to proceed, no payment is taken and no refund is required.
3. Treatment packages including medication
a. Where you have paid for a bundled treatment package, the fee covers clinical assessment, prescribing oversight, ongoing safety monitoring and review, and the medication itself.
b. Medication that has been dispensed to you cannot be returned, reused or resold, for patient safety reasons and in line with medicines regulations. The medication element of a package is therefore non-refundable once dispensed.
c. If you stop treatment part way through a package, we will refund the value of any clinical reviews or monitoring appointments you have paid for but not yet received, calculated on a pro rata basis.
d. If medication has been paid for but not yet dispensed, it is fully refundable.
4. Appointments and deposits
a. Where a deposit has been taken for an appointment, it is refundable if you give us more than 24 hours' notice of cancellation.
b. Deposits for appointments missed without notice, or cancelled with less than 24 hours' notice, are not normally refunded, as the appointment time cannot be reallocated. We will consider individual circumstances on request.
5. How to request a refund
a. Requests should be made in writing to info@callevaclinic.co.uk, or by completing a refund request form available at the clinic.
b. Please include your full name, contact details, the date and method of payment, the reason for your request, and any supporting information.
c. Requests should normally be made within 30 days of payment. We will still consider requests made later where there is good reason.
6. How we process refunds
a. We will acknowledge your request and review it with any supporting information.
b. Refunds are processed within 15 business days of us receiving everything we need.
c. Refunds are issued to the original payment method unless we agree otherwise with you.
7. If we decline a refund
a. We may decline a request that falls outside this policy. If we do, we will tell you in writing and explain why.
b. If you disagree, you can ask our clinic manager to review the decision. The clinic manager will review it fully and give you a final decision within 15 business days.
8. Changes to this policy
We may update this policy from time to time. Any changes will be published on this page.
Calleva Clinic — a trading name of Tadley Medical Partnership
info@callevaclinic.co.uk