Terms and conditions

Thank you for choosing The Catalyst Clinic London! We are committed to ensuring your satisfaction. If something isn’t quite right, please review our returns and refunds policy below.

Policy Overview

  • Customized Services: Due to the personalized nature of our medical products and services, once you have completed blood tests and/or diagnostics, had your treatment plan written, and received your products, refunds are not available.

  • Deposit Returns: You may request a refund of your deposit only if you have not collected the products for that month.

Return Eligibility

  • Unused, Undamaged, Original Packaging: Only items that are unused, undamaged, and in their original packaging are eligible for return.

  • Timeframe: Returns must be requested within 30 days of purchase.

Non-Returnable Items

  • Customized treatment interventions

  • Gift certificates

  • Certain health and personal care items (please contact us for specific details)

Eligible Reasons for Return

You may request a return or refund if:

  • You did not receive the product or service you ordered

  • The product or service is defective or malfunctioning

How to Request a Refund

  1. Contact Us: Email hello@thecatalystclinic.com with your order number and a brief explanation of your request.

  2. Additional Information: We may ask for further details or evidence to process your request.

Refund Process

  • Processing Time: Refunds are processed within 7 business days of receiving your request.

  • Payment Method: Refunds will be issued to the original payment method.

  • Notification: You will receive an email update regarding the status of your refund.

Late or Missing Refunds

  • Check with your bank or credit card company if your refund is delayed.

  • If you still have not received your refund, contact us at hello@thecatalystclinic.com.

Sale Items

  • Only regular-priced items are refundable. Sale items are not eligible for refunds.

Exchanges

  • Defective or Damaged Items: We offer exchanges only for defective or damaged items.
    To start an exchange, email hello@thecatalystclinic.com and send the item to:

    The Catalyst Clinic London
96 Kensington High St,
London W8 4SG,
United Kingdom

Consultations

  • Consultations made less than 48 hours to the appointment cancelled or a no-show are not refundable.

Returning Items – Shipping

  • Shipping Costs: You are responsible for return shipping costs.

  • Tracking: We recommend using a trackable shipping service or insurance for valuable items.

  • Liability: We are not liable for lost or stolen return packages.

Exclusions

  • Used, damaged, or altered products/services

  • Purchases from third-party retailers

  • Products/services purchased over 30 days ago

Policy Updates

We may modify this policy at any time. Please check this page periodically for updates.

Contact Us

For any questions regarding refunds and returns, please contact us at:
hello@thecatalystclinic.com

Updated: 03 June 2024

No-Show, Late Cancellation & Discharge Policy

This policy applies to all patients receiving services from The Catalyst Clinic and forms part of the contractual terms of care.

1. Purpose

The Catalyst Clinic operates on a scheduled, clinician-led model. Missed appointments limit access to care for other patients and disrupt clinical operations. This policy ensures fairness, efficiency, and continuity of care.

2. Definitions

  • No-Show: Failure to attend a scheduled appointment without providing at least 24 hours’ notice of cancellation or rescheduling.

  • Late Cancellation: Cancellation made less than 24 hours prior to the scheduled appointment time. Late cancellations are treated as no-shows.

  • Late Arrival: Arrival more than 10 minutes after the scheduled appointment time.

3. No-Show Policy

  • First No-Show
    A written warning will be issued and documented in the patient’s medical record.

  • Second No-Show
    A £300 additional consultation fee will be payable prior to the scheduling of any further appointments.

  • Third No-Show
    The patient will be discharged from The Catalyst Clinic. Ongoing care will be discontinued, except where a statutory duty applies.

4. Late Arrivals

Patients arriving more than 10 minutes late may, at the clinician’s discretion:

  • Have their appointment shortened, or

  • Be required to reschedule the appointment

Such instances may be recorded as a late cancellation or no-show.

5. Fees and Payment

  • All no-show and late cancellation fees are non-refundable.

  • Outstanding fees must be settled in full before further appointments can be booked.

  • Fees reflect administrative costs and clinician time reserved exclusively for the patient.

6. Exceptions

The Catalyst Clinic recognises that unforeseen circumstances may arise. Exceptions may be considered at the sole discretion of the Clinic in cases of:

  • Medical emergencies

  • Serious, unforeseeable events

Supporting evidence may be requested.

7. Discharge and Continuity of Care

Where a patient is discharged due to repeated no-shows:

  • The decision will be documented in the medical record.

  • Reasonable steps will be taken to ensure safe discharge, in line with CQC guidance.

  • Discharge does not entitle the patient to refunds or continued access to services.

8. Consent and Acceptance

By booking an appointment with The Catalyst Clinic, the patient confirms that they:

  • Have read and understood this policy

  • Agree to be bound by its terms

  • Accept responsibility for any applicable fees

This policy forms part of the Clinic’s Terms and Conditions of Service.

9. Policy Review

The Catalyst Clinic reserves the right to amend this policy at any time. The most current version will be available on request and on the Clinic’s website.