Refund & Cancellation Policy

1. Introduction and Scope

This Refund & Cancellation Policy applies to services and products provided by Anywell Health UK LTD (also operating under the brands “Blume” and “Blume Health”, where applicable).

Blume Health is the trade name for Anywell Health UK LTD (a company registered in the UK under company number 16511758), (collectively referred to as Blume, we, us, or our, unless otherwise stated). Blume operates an online health and wellness platform focused on weight management, metabolic health, and personalized care pathways (the Services) for patients, users, and customers (you, your, yours).

Blume Health is a telemedicine platform connecting users with qualified healthcare professionals who may prescribe medications when appropriate. All prescriptions facilitated through our service are issued by licensed practitioners and dispensed by an independent pharmacy partner. Blume Health does not operate a pharmacy and does not directly dispense medications.

This policy applies to all subscription treatment plans, consultations, and product purchases made through our platform. It is intended to ensure transparency regarding eligibility for refunds, cancellation rights, and applicable exclusions. This policy applies alongside mandatory UK consumer protection law. It does not give customers the right to refuse payment for services that have already been provided with their consent.

This policy is governed by the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. It is intended to ensure transparency regarding your eligibility for refunds and your rights to cancel.

2. Statutory Cancellation Rights and Exemptions

Under the Consumer Contracts Regulations 2013, you generally have a legal right to cancel an online contract within 14 days (the "cooling-off period"). However, due to the nature of our healthcare services, the following legal exemptions apply:

Services and Consultations: By completing your online consultation and identity verification, you provide express consent for Anywell Health UK LTD to begin providing clinical services immediately. If you cancel after these services have commenced, you acknowledge that you are liable for the costs of the services provided up to the point of cancellation.

Prescription Medication: In accordance with Regulation 28 of the Consumer Contracts Regulations 2013, the right to cancel does not apply to "personalised goods." Prescription medications are prepared specifically for an individual patient based on a clinical assessment and cannot be returned or resold. Furthermore, medications are exempt from return rights under health protection and hygiene grounds once the seal has been broken or the item has left the pharmacy’s control.

3. Cancellation Fees

To cover the costs incurred during the clinical and administrative stages of your order, the following fee structure applies:

Cancellation Before Clinical Review: If you cancel your order before a clinician has reviewed your medical file, you are entitled to a full 100% refund.

Cancellation After Identity Verification and Consultation: If you cancel after you have completed your online consultation and identity verification, but before your medication has been dispatched, we will retain a £50.00 Clinical and Administration Fee. This fee is a genuine pre-estimate of loss as permitted under the Consumer Rights Act 2015. It covers the cost of the GMC/GPhC registered prescriber’s time, third-party identity verification fees, and the administrative costs associated with prescription generation.

Cancellation After Medication Dispatched: Once your medication has been dispatched from our partner pharmacy, no refunds can be issued. Under UK law and General Pharmaceutical Council (GPhC) guidance, pharmacies cannot accept the return of prescription medication for reuse. If you cancel at this stage, any future subscription renewals will be terminated, but the current order cannot be refunded.

4. Subscription Renewals

For users on a recurring treatment plan, you may cancel your subscription at any time via your account dashboard. To avoid being charged for your next cycle, you must cancel at least 5 days before your next scheduled billing date. If a renewal payment is processed and the prescription is sent to the pharmacy before a cancellation request is received, the order will be treated as "provided," and no refund will be available for that cycle.

5. Faulty or Damaged Goods

Under the Consumer Rights Act 2015, you have a legal right to a refund, repair, or replacement if goods are not of satisfactory quality, fit for purpose, or as described. If your medication or delivery kit arrives damaged, you must notify us at [Insert Email] within 72 hours of delivery with photographic evidence. Once verified, we will provide a replacement or a refund for the affected items.

6. Clinical Rejections

If our healthcare professionals determine that a treatment is not clinically appropriate for you after reviewing your consultation, your order will be declined. In this instance, you will receive a 100% refund to your original payment method, and no administration fees will be applied.

7. Contact Us

For all refund and cancellation inquiries, please contact our UK support team:

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