Refund & Cancellation Policy

1About this policy

Healir Ltd operates the Healir online platform and associated administrative service. Prescription treatment is subject to assessment and approval by an appropriately qualified prescriber. Pharmacy dispensing and fulfilment are provided through our pharmacy partner, APC Labs Ltd.

This policy applies to cancellations, refunds and remedies relating to orders and subscriptions placed through Healir. It should be read with our Terms & Conditions, Pharmacy Terms, Privacy Policy and Complaints page.

Different rules can apply to healthcare services, prescription medicines and other goods or services forming part of an order. We therefore consider each request according to what has been purchased, the stage reached and the rights that apply by law.

2Cancelling an order

If you change your mind, contact support@healir.com as soon as possible. If the relevant part of your order has not yet entered clinical processing, prescribing, pharmacy preparation or dispensing, we will cancel it where it is still reasonably possible to do so.

Where payment has already been taken for an order that is successfully cancelled before chargeable goods or services have been supplied or performed, we will refund the amount due to you.

Sending a cancellation request does not itself guarantee that an order has been stopped. We will confirm the outcome after checking its current status.

3Clinical review and declined treatment

Completing an online consultation does not guarantee that treatment will be prescribed. A qualified prescriber may request further information, recommend another course of action or decide that prescription treatment is not clinically appropriate.

Where Healir's checkout states that you will only be charged if treatment is prescribed, we will follow that payment arrangement. If no prescription is issued, you will not be charged for the medicine under that arrangement. If a payment is captured in error, contact us and we will investigate and refund any amount that should not have been taken.

A clinical decision not to prescribe is not itself a defective service. If you believe there has been an administrative, payment or service error, contact us so that it can be reviewed.

4Prescribed and dispensed medicines

Once a prescription has been issued and pharmacy processing has begun, it may no longer be possible to stop the order before dispensing. Contact us immediately if you want us to try.

Once medicine has been dispensed for an individual patient, it generally cannot be returned to pharmacy stock for reuse or resale. APC Labs Ltd's published policy states that it does not ordinarily offer refunds on dispensed medication because dispensed medicine cannot be reused and must be disposed of appropriately.

This does not remove a remedy that you are legally entitled to because medicine or another item was supplied incorrectly, was faulty, damaged, not as described, or because another statutory right applies.

Do not send prescription medicine back to Healir or APC Labs Ltd unless you have been given specific return instructions. Unwanted or expired medicines should normally be taken to a community pharmacy for safe disposal.

5Cancelling a subscription

You can cancel future Healir subscription renewals through the cancellation method available in your account or by contacting support@healir.com.

Cancellation stops future subscription renewals. We recommend cancelling before the next renewal is processed. If a renewal payment has already been taken or the associated order has entered clinical or pharmacy processing, contact us immediately. Whether that individual order can still be cancelled or refunded will depend on the stage reached and applicable consumer rights.

We do not charge a separate fee simply for cancelling future subscription renewals. Cancelling a subscription does not automatically cancel an order that has already been prescribed, dispensed or dispatched.

A subscription does not guarantee that repeat treatment will continue to be prescribed; continued treatment remains subject to clinical suitability.

6Failed, duplicate or incorrect payments

If a payment fails, we may pause the relevant order or subscription and ask you to update your payment method.

If you believe you have been charged twice, charged after a valid cancellation, or charged an incorrect amount, contact us promptly. We will investigate the transaction and refund any amount shown to have been taken incorrectly.

7Delayed, lost or failed delivery

If an order has not arrived when expected, contact Healir so that we can check its status and, where appropriate, investigate with APC Labs Ltd and the delivery provider.

APC Labs Ltd's published terms currently advise allowing up to two weeks from the dispensing date for UK first-class post before reporting non-receipt to the pharmacy. APC Labs states that where medication sent under that process has not arrived, it will investigate the missing package and issue a replacement. Other tracked or delivery services may have different investigation procedures.

If delivery fails because the address you supplied was materially incorrect or incomplete, we will assess the circumstances before determining whether a replacement or refund is due. This does not affect rights that cannot lawfully be excluded.

8Incorrect, damaged or unsafe orders

Contact us as soon as possible if your medicine or parcel does not match what was prescribed, has incorrect patient or dispensing information, arrives damaged or tampered with, is missing an expected item, or appears faulty, unsafe or otherwise not as described.

Do not use medicine that you reasonably believe has been supplied incorrectly, damaged, tampered with or incorrectly labelled until you have received appropriate advice.

APC Labs Ltd's published refund policy states that if it dispenses medication incorrectly — for example, medication that is not what the prescriber prescribed — it will issue a full refund where notified of the dispensing error within three weeks of dispensing. That published APC Labs timeframe does not reduce any longer or additional statutory right that may apply.

9Unavailable or discontinued treatment

Treatment remains subject to clinical suitability and pharmacy availability. If a prescribed product cannot be supplied, we may contact you about an appropriate alternative where clinical review permits, wait for availability with your agreement, or cancel the affected order.

If we cancel an affected order after taking payment and no equivalent supply or service has been provided, we will refund the amount due for the cancelled part of the order.

10How refunds are paid

Where a refund is due, we will normally return it to the payment method used for the original transaction unless another method is required or expressly agreed.

We will process an agreed refund without undue delay. The time it takes to appear in your account after processing can depend on your bank, card issuer or payment provider.

We do not charge a separate administration fee for providing a refund that you are legally entitled to receive.

11Your statutory rights

This policy explains Healir's practical cancellation and refund process. It does not replace or restrict rights you have under applicable consumer law.

Where consumer law applies, goods must meet the standards required by law, including being as described, of satisfactory quality and fit for their applicable purpose. Consumer services must be performed with reasonable care and skill.

Distance-selling cancellation rights can depend on the nature of the contract, the goods or services involved and any applicable exemption. Prescription and healthcare arrangements can involve additional rules, so we assess each request according to the particular transaction rather than applying a blanket “no refunds” rule.

12APC Labs Ltd refund policy

APC Labs Ltd is Healir's pharmacy partner and is registered with the General Pharmaceutical Council under pharmacy registration number 9012301. The Superintendent Pharmacist is Shazlee Ahsan, GPhC registration number 2046605.

APC Labs Ltd maintains its own pharmacy refund and returns policy for medication it dispenses. Pharmacy-specific decisions may therefore need to be reviewed by APC Labs Ltd. Healir can help route an appropriate query or complaint to the pharmacy.

13If you disagree with a refund decision

If you believe a cancellation or refund request has not been handled correctly, contact complaints@healir.com. Please include the relevant order number and explain why you believe the decision should be reconsidered.

Where the dispute concerns dispensing or another pharmacy function performed by APC Labs Ltd, we may refer that part to APC Labs Ltd. See our Complaints page for further information.