Money-back guarantee

These are the terms of our money-back guarantee on the initial consultation fee. They should be read together with our Cancellation and Refund Policy and the Releaf Patient Terms.

Our promise to you

Releaf’s money-back consultation fee guarantee ensures that if our team decides treatment with Releaf is not the right fit for you, and you have supplied all the necessary information truthfully, you are entitled to your money back.

Process

To make it as simple as possible, if you are found ineligible during your initial consultation or the multidisciplinary team (MDT) review, you will be automatically issued a refund for this appointment. If you are found ineligible before the consultation, the pre-authorised payment of £29.99 will not be charged, and the money will never leave your account.

Is there any reason why I may not be eligible for the money-back guarantee?

If you have been untruthful, or have not supplied all the required information during the application process, such as medical records and ID verification, you will not be entitled to a refund. The same applies to anyone who is abusive, aggressive, or disruptive to members of staff.

Our Cancellation and Refund Policy states full refunds are issued if:

• The clinic cancels the appointment for reasons not listed in the Cancellation and Refund Policy.
• The patient cancels the appointment before their summary care records (SCRs) have been ordered.
• The patient is not eligible for the service upon full completion of health questionnaires and ID checks.
• The patient accurately answered the eligibility questionnaire but was deemed not eligible during the initial consultation or MDT review due to contra-indications.

Partial refunds are issued if:

• The patient cancels an appointment after their SCR has been ordered, but more than 2 business days before their appointment.
• The patient did not accurately disclose significant medical history (for example, schizophrenia) that would render them ineligible for the service.

In such cases, a cancellation fee of 20% of the appointment fee is retained, and the remainder is refunded.

Frequently asked questions

Who is eligible for the money-back guarantee?

We offer a money-back guarantee to patients who are not deemed suitable for treatment with Releaf, providing they have complied with our policies. If a patient is found not eligible during the triage stage, their appointment will be cancelled, the patient will be notified, and the payment will not be taken. If a patient is found to be unsuitable for treatment during their initial consultation, or during the multidisciplinary team review that takes place afterwards, the price of this consultation will be automatically refunded.

What does the money-back guarantee cover?

Our money-back guarantee ensures that patients who are not found to be suitable for treatment with Releaf will receive their money back for the cost of their first consultation, which is priced at £29.99.

How long is the money-back guarantee period?

Refunds are automatically issued to patients who are not considered suitable for treatment after their appointment has taken place. Refunds are issued within 14 days, but it typically only takes a few days for funds to transfer.

Are there any fees for requesting a refund?

There is no charge for requesting a consultation refund because it is not something patients have to request. A refund of £29.99 will be automatically issued if it has been determined that we cannot meet your needs, provided you have attended a consultation.