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Legal document · Reviewed March 2026Back to home

Cancellation & Refund Policy

We understand that personal schedules and family priorities can change unexpectedly. We ask for reasonable notice so that we can offer your appointment slot to other waiting clients.

Free cancellation
Up to 24 hours before the start
Rescheduling
Free, any time before the start
Refund time
Within 5 business days
Refund method
Same way you paid
Section · 01

Cancellation window

Cancel by phone or email up to 24 hours before the agreed start and nothing is charged. Later cancellations may be charged the cost of materials already bought for you, stated in the quote.

Section · 02

Rescheduling

You can move the date free of charge. We propose the nearest free slot within one business day.

Section · 03

When a refund is due

A refund is due in full when we cancel, when we cannot deliver the agreed scope, or when the result does not match the quote and we cannot fix it within a reasonable time.

  • Cancellations made at least 24 hours prior to the scheduled consultation time receive a full refund of any deposit paid.
  • Cancellations within 24 hours of the appointment forfeit the £30 booking deposit to cover specialist preparation time.
  • If an in-home audit is terminated on arrival due to lack of premises access, the full visit fee remains payable.
  • If we must cancel or reschedule due to practitioner illness, your deposit is refunded immediately or applied to a new date of your choice.
Section · 04

How to request a refund

  1. Call us directly on our main office number or send an email stating your booking reference.
  2. Specify whether you wish to reschedule to another available date or request a deposit refund.
  3. We confirm the cancellation in writing within four hours.
Section · 05

Timeline

Approved deposit refunds are processed by direct bank transfer within three working days.

Section · 06

Questions about this policy

Write to [email protected] or call +44 0117 642 4279 during Mon-Fri 09:00-18:00, Sat 10:00-16:00. We answer every request within one business day.

Merchant
Purelane Nutrition Services Ltd.
Registered address
24 St John's Lane, Clerkenwell, EC1M 4BS London
Email
[email protected]
Phone
+44 0117 642 4279
Working hours
Mon-Fri 09:00-18:00, Sat 10:00-16:00
Registration
Company No. 44592842
Legal contact
Purelane Nutrition Services Ltd.
24 St John's Lane, Clerkenwell, EC1M 4BS London