Cancellation & Refund Policy

Thank you for choosing Dr Frank’s Weight Loss Clinic. Please read this policy to understand your rights and our process.
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1.   Key Terms

·     Agreement Date: When you complete your purchase and get confirmation.

·     New Customer: First-time buyer.

·     Existing Customer: Has made at least one previous purchase.

·     Prescription Issued: A clinician has finalised your prescription.

·     Order Processed: Payment is confirmed, and we start work (e.g., prescription issuedor item packed).

2.  Cancelling Your Order

NewCustomers: - Within 48 Hours: You may cancel your order for a full refund. If a prescription is issued within this 48 hours, you will not be eligible for a refund.

AdminFee - £25 Fee: Cancel after 48 hours but before any prescription is issued, and we’ll deduct £25.

ExistingCustomers (Subscriptions): - Cancel via theCustomer Portal at least 48 hours before your next payment. - No refunds after payment is processed.

3. Incomplete Orders & No Response

·     If you don’t send the required photos or book your video call within 48 hours, we’ll remind you three times over 30 days.

·     If there’s still no response, we’ll close the order, keep £25 to cover admin costs, and refund any balance.

4.  Refunds for Problems

You can return your order and get a refund if any of these apply:

·     We Made a Mistake: Wrong medication or device.

·     Faulty Equipment: Pen or device broken on arrival.

·     Medical Ineligibility: Our team confirms you can’t use the treatment.

·     Severe Side Effects: Reported within 5 business days and confirmed by us.

·     ReturnProcess: - Send items back unopened within 5working days. - We’ll inspect and refund if applicable within 7–10 working days to your original payment method.

5.  No Refunds

·     Once a prescription is issued or your order is shipped (unless covered above).

·     Change of mind after the prescriptionis prepared.

·     Subscription payments already processed.

6.  Handling Disputes& Chargebacks

·     All orders follow this policy, which you agree to at checkout.

·     If you dispute a payment, we’ll submit:

·    Your order and prescription dates.

·    Records of communications and reminders.

·    Your acceptance of these terms.

·     We may challenge chargebacks using this evidence.

7.   Customer Responsibilities

·     To avoid delays, ensure that you:

·     Provide all required documentation and photographs promptly.

·     Respond to all communications on time.

·     Return any requested items for verification or refunds.

Refunds cannot be processed until all required materials are received and confirmed.

8.  Contact Us

Email enquiries@drfranks.co.uk alternatively, you can call us on 0331 630 1010 if you need to cancel, request a refund, or have questions. We update this policy on our website; continuing to order means you accept any changes.