At Dr. Frank's Weight Loss Clinic, we are committed to providing exceptional service while ensuring a fair and transparent process for all customers. Please carefully review our updated cancellation and refund policy below:
Order Completion Requirements
48-Hour Submission Window (New Customers Only):
- If you are a new customer, you must upload the required images or schedule a video consultation within 48 hours of purchase.
- This ensures our specialist nurses can review your application and proceed with your prescription.
Cancellation Policy
New Customers:
- Within 48 Hours of Purchase – You may cancel your order for a full refund.
- After 48 Hours – If your order remains incomplete or on hold, and you request a cancellation, a 25% administrative charge will apply.
Existing Customers:
- Subscription cancellations must be requested through the customer portal.
- Refunds for active subscriptions are not available once payment has been processed.
- If your subscription renewal has been charged and you no longer wish to continue, you must cancel before the next billing date to avoid further charges.
No Response from Customer:
- If we receive no response within 30 days, despite multiple contact attempts via email and phone, the initial payment will be withheld.
- This covers the time and resources invested by our medical team in reviewing and processing your order.
Refund Eligibility
Refunds will be processed under the following conditions:
- Dispensing Errors: If there is an error in dispensing your medication.
- Faulty Products: If the medication pen is found to be faulty upon receipt.
- Ineligibility for Treatment: If you are deemed ineligible for the prescribed treatment.
- Uncontrollable Side Effects: If you experience uncontrollable side effects from the medication.
Refunds are not applicable for:
- Change of mind once the prescription has been prepared and dispensed.
- Failure to provide required documentation or return items promptly.
- Failure to return requested items when applicable.
Refund Processing Time
- Once approved, refunds will be processed within 7–10 working days.
- Refunds will be credited to the original payment method used during checkout.
Customer Responsibilities
To avoid delays, ensure that you:
- Provide all required documentation and photographs promptly.
- Respond to all communications in a timely manner.
- Return any requested items for verification or refunds.
Refunds cannot be processed until all required materials are received and confirmed.
For any questions or further assistance regarding our cancellation and refund policy, please contact our support team at enquiries@drfranks.co.uk.
This policy is subject to change. Please refer to our website for the latest information.
