Thank you for choosing The Catalyst Clinic. We are committed to ensuring your satisfaction. Due to the personalised nature of our medical products and services, the following terms apply to all returns and refund requests.
Legal Documents
Terms &
Conditions
Document 01 — Returns
Document 02 — No-Show
Document 01
Returns & Refunds Policy
01
Policy Overview
| Situation | Refund Eligibility |
|---|---|
| Bloodwork completed, treatment plan written, products received | Not eligible for refund |
| Deposit — products not yet collected for that month | Refund may be requested |
| Unused, undamaged items in original packaging within 30 days | Eligible for return |
| Customised treatment interventions | Not returnable |
| Items purchased over 30 days ago | Not eligible |
02
Return Eligibility
- Condition — Items must be unused, undamaged, and in their original packaging
- Timeframe — Returns must be requested within 30 days of purchase
- Eligible reasons — You did not receive the product or service ordered, or the product is defective or malfunctioning
03
Non-Returnable Items
- Customised treatment interventions and bespoke protocols
- Gift certificates
- Certain health and personal care items (contact us for specific details)
- Sale items — only regular-priced items are refundable
- Used, damaged, or altered products or services
- Purchases from third-party retailers
04
Refund Process
To request a refund, email hello@thecatalystclinic.com with your order number and a brief explanation of your request. We may ask for further details or evidence to process your request.
- 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 on the status of your refund
- Late or missing refunds — Check with your bank or credit card company first; if still unresolved, contact hello@thecatalystclinic.com
Exchanges — 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.
05
Consultations
Consultations cancelled less than 48 hours before the scheduled appointment time, or where the patient does not attend, are not refundable.
06
Shipping & Exclusions
- Shipping costs — You are responsible for return shipping costs
- Tracking — We recommend using a trackable shipping service or insurance for valuable items
- Liability — The Catalyst Clinic is not liable for lost or stolen return packages
- Purchases from third parties — Products or services purchased via third-party retailers are not eligible under this policy
This policy may be modified at any time. Please check this page periodically for updates. For any questions, contact us at hello@thecatalystclinic.com.
Document 02
No-Show, Late Cancellation & Discharge Policy
01
Purpose
This policy applies to all patients receiving services from The Catalyst Clinic and forms part of the contractual terms of care. 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.
02
Definitions
| Term | Definition |
|---|---|
| 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. Treated as a no-show for the purposes of this policy |
| Late Arrival | Arrival more than 10 minutes after the scheduled appointment time |
03
No-Show Escalation
First No-Show
Written Warning
A written warning will be issued and documented in the patient's medical record.
Second No-Show
£300 Fee
A £300 additional consultation fee will be payable prior to the scheduling of any further appointments.
Third No-Show
Discharge
The patient will be discharged from The Catalyst Clinic. Ongoing care will be discontinued, except where a statutory duty applies.
04
Late Arrivals
Patients arriving more than 10 minutes late may, at the clinician's discretion, have their appointment shortened or be required to reschedule. Such instances may be recorded as a late cancellation or no-show.
05
Fees & 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
06
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 or serious, unforeseeable events. Supporting evidence may be requested.
07
Discharge & Continuity of Care
- The decision will be documented in the patient's 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
08
Consent & 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, and accept responsibility for any applicable fees. This policy forms part of the Clinic's Terms and Conditions of Service.
The Catalyst Clinic reserves the right to amend this policy at any time. The most current version will be available on this page. Continued use of our services following any amendment constitutes acceptance of the revised terms.
Questions about
these terms?
For any questions regarding these terms and conditions, refunds, or our policies, contact us directly.
Email: hello@thecatalystclinic.com
London: +44 (0)20 7801 6347
Zürich: +41 43 456 2 786
New York: +1 (917) 724 8125
You may also wish to review our UK Compliance Statement, Privacy Policy, and Complaints Procedure.
London
96 Kensington High Street
London W8 4SG
United Kingdom
New York
154 Grand St, 5th Floor
New York, NY 10013
USA
Zürich
Bahnhofstrasse 10
8001 Zürich
Switzerland