Client Rights & Safeguards
Cancellation & Refund Policy
We understand that unexpected commitments arise. Our cancellation and refund guidelines provide maximum scheduling flexibility while respecting our nutritionists’ clinical preparation time.
1. 24-Hour Notice Cancellation for Full Refund
You may cancel your scheduled video consultation for a 100% refund up to 24 hours prior to the appointment start time. Refunds are automatically remitted to the original payment card within 3–5 business days.
2. Flexible Appointment Rescheduling
Need to change the date or time? You can reschedule any consultation at zero additional charge up to 6 hours before the session using the self-service rescheduling link in your confirmation email or by emailing [email protected].
3. Post-Consultation Satisfaction Review
Once a 50-minute consultation has concluded and personalized dietary documentation has been generated, direct refunds are generally not offered for the professional clinical time delivered. However, if you feel the consultation did not meet reasonable professional standards, contact our clinical director (Dr. Julian Hastings) at [email protected] for an individualized case review or complimentary follow-up.