Refund Policy

At Anytime Doctor, we aim to provide our patients with the highest level of care and service. This policy explains your consumer rights, when you may be eligible for a refund, and how the process works.

Your Consumer Rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you normally have the right to cancel distance contracts (such as online orders) within 14 days without giving any reason.

Consultation and Prescription Services


Cancellation Rights for Medical Consultations

Once you place an order for our consultation and prescription services, we will conduct a clinical assessment to determine your suitability for treatment before any prescription or medicines are issued or supplied to you.

By placing your order and proceeding with payment, you explicitly agree to:

  • Immediate commencement of our clinical assessment process
  • The understanding that our clinicians will begin reviewing your case without delay
  • Waiving your 14-day cancellation rights for the consultation service in accordance with Regulation 36 of the Consumer Contracts Regulations 2013 (which permits immediate service delivery with consumer consent)

This waiver applies to the consultation and clinical assessment service. You acknowledge that once our clinical assessment begins, you will not be entitled to cancel the consultation portion of your order.

Prescription Medication Supply

The supply of prescription medications is exempt from cancellation rights under Regulation 28 of the Consumer Contracts Regulations 2013, as these constitute "the supply of a medicinal product under a prescription given by a prescriber."

When We Will Provide Refunds

Despite the above, we will provide a full refund in the following circumstances:

  • Clinical Unsuitability: If our clinicians determine that the requested treatment is not suitable or safe for you
  • Unable to Fulfil Order: If we cannot fulfil your order (e.g., medication out of stock, prescription cannot be issued for clinical reasons)
  • Service Failure: If we are unable to complete the clinical assessment for technical or administrative reasons
  • Payment Processing Errors: If there has been an error in payment processing
  • Identity Verification Issues: If we cannot verify your identity as required by regulations

Refund Processing

  • Approved refunds will be processed within 5 working days of the decision
  • Refunds will be made to the original payment method used
  • It may take up to 10 working days for the refund to appear in your bank account, depending on your payment provider

Returns Policy

  • Prescription Medicines: Cannot be returned once dispatched for safety and regulatory reasons, even if unopened
  • Used/Opened Items: Cannot be returned due to health, safety and hygiene reasons
  • Return costs are at your expense unless the item was damaged or faulty on arrival

Payment Processing

  • Payment Method: Payment is required at the time of ordering
  • Payment Processors: Payments are processed by Anytime Medical Ltd or Shivakem Pharmacy Ltd (GPhC# 1035195) for prescription medications
  • Prescription Costs: Once a prescription is processed and sent to the pharmacy, medication costs are non-refundable except in the circumstances outlined above

How to Request a Refund

If you believe you are eligible for a refund:

  • Contact Us: Email [email protected] or call 0845 366 8524
  • Provide Details: Include your order reference number and reason for the refund request
  • Review Process: Our team will review your request within 2 working days
  • Decision Notification: We will notify you of our decision and, if approved, process the refund accordingly

Important Notes

  • Clinical Decisions: All prescribing decisions are made by qualified, registered clinicians following appropriate clinical guidelines
  • Emergency Situations: Our service is not suitable for medical emergencies - always contact emergency services for urgent medical care

Contact Information

For questions about this refund policy or to request a refund:

  • Email: [email protected]
  • Phone: 0845 366 8524
  • Address: Anytime Doctor, 1 Chalfont Park, Gerrards Cross, SL9 0BG

This policy complies with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and other applicable UK consumer protection legislation. Your statutory rights are not affected.