Cancellation Policy

 

Membership

Simplyweight’s Online Plan Membership (or “Membership”) is charged on an annual or monthly basis depending on what you select at checkout. There is no minimum contract period. If you become a paid member of Simplyweight, your membership starts on the date of payment. Within the first 14 days of your start date, you may cancel your membership and receive a full refund by emailing support@simplyweight.co.uk.

We aim to respond to all cancellation requests within 3 business days but as long as you notify us of your cancellation within the first 14 days, we will accept your cancellation.

After the first 14 days, you will still be able to cancel your membership at any time via your online dashboard → billing settings. We will not be able to provide a refund for any cancellations made after the first 14 days and your plan will continue to be active until the last date of your membership. Until your plan expires, you can change your mind any time and undo the cancellation.

Switching between monthly and yearly payment plans

Whether you pay monthly or yearly, you will receive all the same benefits and features of Simplyweight’s Online Plan. You would however save about 17% annually (£25.88) by choosing the yearly plan.

If you’d like to switch between monthly and yearly payment plans, you can do this via your dashboard → billing settings.
Once you confirm the switch, you will continue to stay on your current plan until the last date of the billing cycle and then be switched over to your new plan.

E.g. If your monthly subscription is billed on 12th June and you decide to switch to yearly on 2nd June, you will remain on the monthly plan until the 12th, after which you’ll be charged on a yearly basis.
Your billing page will tell you when your switchover date is in case you wish to change your mind and stay on your current plan.

In-person Consultations

For clinical consultations all bookings are initially provisional and will be confirmed on receipt of payment. We recommend confirming your appointment as soon as possible to avoid losing the slot.

You will be able to cancel your consultation for a full refund up to 48 hours before your arranged time.

If you cancel between 24 and 48 hours before your consultation time, you will receive a 50% refund.

If you cancel within 24 hours of your slot or on the day of your consultation then unfortunately we will not be able to offer you a refund. By cancelling at the last minute neither our team nor our specialists will be able to provide that slot to someone else who may need help.

Please note that we may not be able to reschedule a consultation cancelled within 48 hours of the appointment time and a new booking would need to be made at the normal fee.

Virtual Consultations

Virtual or video consultations can be cancelled up to 24 hours before the appointment time for a full refund. If you cancel within 24 hours of your appointment time, we will be unable to provide a refund.

Clinical Weight Management Plans

Our clinical plans are generally for 12-weeks but length may vary due to individual requirements. Full details of these plans will be provided following the initial consultation.

Cancelling your plan

All clinical plans have a cooling-off period of 14 days during which you will be able to cancel your plan for a full refund, providing you haven’t used any of the services included in the plan. Services include consultations (virtual or in-person) and virtual support such as e-consults and instant messaging. In these cases, we reserve the right to charge a cancellation fee of 15% of the total plan cost.

Pausing your plan

We advise against pausing your plan at any stage as it could damage your progress and make it harder to get back on track. However, in exceptional circumstances, plans may be paused for up to a maximum of 3 months and resumed as normal thereafter.
What constitutes an “exception” will be determined by the Simplyweight team and the final decision will be communicated to you by a team member. We take into consideration serious changes in personal health, bereavement and our team aims to be understanding and compassionate at all times. However, in certain cases we may need you to provide evidence such as a doctor’s note before a decision can be made.

For all plans that are paused, you are requested to re-join as soon as possible and no later than 3 months after pausing. If you wish to join after 3 months, you may be required to restart the plan and be charged for a new plan.
If we are a. unable to justify pausing your plan or b. you do not resume your plan within the 3 month pause period, we will be unable to refund you the remainder of the plan’s cost.

Rearranging or cancelling appointments in your plan

Full details of the package you intend to join will be sent to you before we take any payment. You will be able to see your (generally 12-week) journey split into phases and what you can expect in each phase. There is some degree of flexibility within each phase for you to rearrange consultations if required.

However, the total length of the plan will not exceed what is stated in your plan/package document and all consultations and support services must be utilised during this time. We will remind you of any outstanding consultations but it is your responsibility to make sure you book and use them in time. If for any reason you do not take up some of the features outlined in your initial package we will not be able to provide any refund for these. We encourage everyone to make full use of our services during this time and stay engaged with the plan to achieve the best possible results.

For patients on a clinical plan, appointments may be rearranged at no cost for up to 24 hours prior to the appointment time. Any cancellations made within 24 hours may be subject to a cancellation fee equivalent to the clinic room hire charge. For any in-clinic appointments cancelled within 24 hours, our team reserves the right to swap the appointment for a virtual one instead.