Here’s how cancellations and refunds work, so you know exactly where you stand before you book.
Give us 48 hours’ notice and we’ll move your appointment to another time at no extra cost. Less than 48 hours, we’ll always try our best, but we can’t guarantee we’ll be able to move you.
Because your practitioner starts preparing for your session within the first week of booking (reviewing your intake forms, building your personalised plan), our cancellation policy reflects the work already done on your behalf.
When you cancel | What happens |
|---|---|
More than 7 days before your session | Full refund |
Between 48 hours and 7 days before | 50% refund |
Less than 48 hours before | No refund, but you can move to another date within 30 days at no extra cost |
You don’t attend (no-show) | 50% credit towards rescheduling within 30 days |
Practitioners get sick too. If we need to move your appointment, we’ll reschedule at no cost or refund you in full — your choice.
The Women’s Health Assessment, Optimise6, and De/Code are more involved than a single session, so they work a little differently.
We’ll always be clear about what’s been delivered and what’s outstanding before we calculate anything.
Your WHA includes a nurse home visit for your blood draw. This service is provided by a separate testing provider, not by us directly. Their details are shared with you when your visit is arranged.
Important: if you need to reschedule or cancel your nurse visit, contact the testing provider directly, not us — and please give them at least 48 hours’ notice. We can’t reschedule or cancel the visit on your behalf.
If the nurse visit is cancelled with less than 48 hours’ notice, or if the nurse arrives and can’t complete the draw (for example, if you’re not home or fasting instructions haven’t been followed), a £60 fee may apply.
Second Spring is our digital programme. The moment you buy it, you get full access to every module, guide, and resource. Because of this, it works a bit differently:
Second Spring is included with your purchase for as long as we continue to offer it. If we ever decide to retire the programme, we’ll give you at least 12 months’ notice so you have plenty of time to complete or revisit it.
When a refund is due, we’ll process it within 14 days, back to the card you paid with.
If anything in this policy isn’t clear, or if you’d like to talk through how it applies to your booking, email us at [email protected] and we’ll be happy to help.
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These terms apply to all bookings made with Well Nourished through our website, Practice Better, or by telephone. By booking a session, test, or programme with us, you confirm that you have read and agreed to these terms and our Cancellation Policy.
These terms do not affect your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Who we are: Well Nourished is the trading name of Elizabeth Sergeant Limited, a company registered in England and Wales under company number [number]. Our registered address is 12 Cedar Hythe, Chapel Brampton, Northampton, England, NN6 8BG. You can contact us at [email protected].
We provide women’s health services across three pathways:
We also offer specialist programmes: De/Code (genetic testing with four pathway options), Optimise6 (six-month one-to-one partnership with Liz), Second Spring (a digital perimenopause reset programme), and LUXEhealth (premium health concierge, by application only).
Specific details, pricing, and what’s included are set out on our website and at the point of booking.
A note on the nature of our services: Our work supports your health and wellbeing, but it doesn’t replace urgent medical care, emergency treatment, or the care of your GP or specialist consultant. If you’re experiencing a medical emergency, please contact 999 or attend A&E. For urgent but non-emergency concerns, contact 111 or your GP.
All bookings require payment in full at the time of booking, unless you’ve selected a payment plan. Where a payment plan is offered, the terms — including instalment amounts, dates, and the total you’ll pay over the plan — are confirmed on the checkout page and in your confirmation email.
Payment plans are a way to spread the cost of a defined programme. They are not rolling subscriptions. No payments will continue beyond the total fee stated at checkout. If a payment fails, we’ll contact you to arrange payment. Persistent non-payment may result in your access to the programme being paused until your account is brought up to date.
All fees are displayed inclusive of every mandatory charge. Any optional extras are clearly identified and must be actively selected — we never pre-tick add-ons.
When you book with us online or by phone, UK law gives you 14 days from the day after booking to change your mind. To cancel, email us at [email protected] with your name, the date you booked, and a clear statement that you wish to cancel. You can use the Model Cancellation Form (available at [link]) or any other clear written notice.
At checkout, we ask whether you’d like your practitioner to begin work on your care during those 14 days. If you say yes, your refund during the cooling-off period is calculated the same way as our standard cancellation terms — based on what’s been delivered. Once your session has been delivered in full, the cancellation right is fulfilled.
For Second Spring, immediate access at checkout means waiving the 14-day cooling-off period. See Section 9.
You can reschedule any appointment free of charge with at least 48 hours’ notice before the session start time.
If you need to reschedule with less than 48 hours’ notice, we’ll do our best to accommodate you, but we can’t guarantee a replacement slot will be available. If we can’t move you, the terms in Section 6 apply.
The following applies to Functional Medicine and Nutrition consultations, after the 14-day cooling-off period (or where work has begun during the cooling-off period under Section 4):
When you cancel | What happens |
|---|---|
More than 7 days before your session | Full refund |
Between 48 hours and 7 days before | 50% refund |
Less than 48 hours before | No refund, but you can move to another date within 30 days at no extra cost |
You don’t attend (no-show) | 50% credit towards rescheduling within 30 days |
The 50% figure reflects our genuine costs when a session is cancelled at short notice: your practitioner’s preparation time (including reviewing your intake forms and beginning to shape your plan), the reserved appointment slot we can’t easily refill, and the administrative work already completed on your behalf.
Because these programmes involve significant preparation, testing, and practitioner time committed up front, different terms apply to each. Each programme has its own subsection below covering early termination.
Where testing is involved, your testing costs include three elements, each of which becomes non-refundable as it is incurred:
These costs apply regardless of when you cancel and are calculated alongside any pro-rata refund of the rest of your programme fee.
Your WHA includes a comprehensive blood panel, a nurse home visit, and a one-to-one consultation with your practitioner, who reviews your case before your appointment and interprets your results afterwards.
What your booking means. When you book your WHA, your place is reserved for the full assessment. It is delivered as one integrated service, not separate components.
If you end your WHA early. Your final figure is calculated on a pro-rata basis, reflecting the work already completed on your behalf:
If you’ve paid more than this figure, we refund the difference within 14 days, to the card you paid with.
The £60 nurse home visit cancellation fee in Section 8 applies separately if the visit itself is cancelled or unable to proceed at less than 48 hours’ notice.
Nothing in these terms affects your statutory rights.
Optimise6 is designed as a six-month programme. Because Liz commits substantial time, strategy, and diary space up front, it is a serious commitment on both sides.
What your booking means. When you book Optimise6, your place is reserved for the full six-month programme. If you choose the monthly payment plan, this is a way to spread the cost of the programme; it is not a monthly subscription or six separate monthly decisions.
The commencement fee. £1,500 of your programme fee is a non-refundable commencement fee. This covers your onboarding, Liz’s initial case review and strategic planning, and the diary capacity she has reserved for your six months. The commencement fee is paid as part of your first instalment or your paid-in-full total, and is non-refundable from the point of sign-up.
If you end the programme early. If your circumstances change and you can no longer continue, please tell us as soon as possible so we can support you through closing your programme well. Your final figure is calculated as:
If you’ve paid more than this figure, we refund the difference within 14 days, to the card you paid with. If you’ve paid less, for example on the monthly plan in the early months, any outstanding balance is payable before we close your account.
Nothing in these terms affects your statutory rights.
De/Code involves significant practitioner time in the interpretation of your genetic results, alongside the costs of testing itself.
What your booking means. When you book De/Code, your place is reserved for the full programme. If you choose split pay, this is a way to spread the cost over two instalments; it is not a subscription or two separate decisions.
If you end the programme early. Your final figure is calculated on a pro-rata basis, reflecting the work already completed on your behalf:
If you’ve paid more than this figure, we refund the difference within 14 days, to the card you paid with. If you’ve paid less, any outstanding balance is payable before we close your account.
Nothing in these terms affects your statutory rights.
Your WHA includes a nurse home visit for your blood draw. This is also available for other blood panels as part of other services. This service is delivered by a separate testing provider, not by Well Nourished. The testing provider’s contact details are shared with you when your visit is arranged.
To reschedule or cancel your nurse visit, contact the testing provider directly, not us. Please give at least 48 hours’ notice. We cannot reschedule or cancel the nurse visit on your behalf, as the booking sits with the testing provider.
If the nurse visit is cancelled with less than 48 hours’ notice, or if the nurse arrives and can’t complete the draw (for example, if no one is home or if fasting instructions haven’t been followed), a £60 fee may apply. This fee is set by the testing provider and charged separately from any fees relating to the WHA consultation itself.
Second Spring is a digital programme delivered online, with immediate access to video modules, guides, and supporting resources.
At checkout, you’ll be asked to confirm you want immediate access and to waive your 14-day cooling-off period. This is a legal requirement under Regulation 37 of the Consumer Contracts Regulations 2013 for digital content supplied with immediate delivery. Your confirmation is captured as an active tick-box at the point of purchase.
Once access is granted, Second Spring is non-refundable.
If you’ve bought Second Spring but haven’t logged in yet, email us at [email protected] within 14 days of purchase and we’ll cancel your access and refund you in full.
Access duration: your access continues for as long as we offer the programme. If we ever decide to retire Second Spring, we’ll give all existing members at least 12 months’ notice so you have time to complete the programme or revisit content.
Technical support: if you experience issues accessing your content, email us at [email protected] and we’ll resolve it promptly.
Occasionally we may need to cancel or move your appointment because a practitioner is unwell, or because of circumstances outside our control. If this happens:
If you arrive late to your session, we’ll do our best to see you for the remaining time, but your session may need to be shortened to protect the next client’s time. The full session fee still applies.
If you’re more than 15 minutes late without contacting us, your session may be treated as a no-show under Section 6.
Where a refund is due, we process it within 14 days of your cancellation being confirmed, using the original payment method.
We provide our services with reasonable care and skill, in line with the professional standards of our practitioners’ regulatory and professional bodies. Our practitioners are registered with one or more of the following, depending on their discipline and training: the Association for Nutrition (AfN), the British Association for Nutrition and Lifestyle Medicine (BANT), and the Complementary and Natural Healthcare Council (CNHC). We’re happy to confirm which body a specific practitioner is registered with on request.
While we’re confident in the quality of our care, we can’t guarantee specific health outcomes. How you respond depends on many factors beyond our practitioners’ direct control, including how closely you follow recommendations and your individual biology.
If you feel a service hasn’t been delivered with reasonable care and skill, please contact us at [email protected] within 14 days of the session. Where appropriate, we may offer a repeat session, a partial refund, or another remedy in line with the Consumer Rights Act 2015.
We handle your personal and health information in line with UK GDPR and the Data Protection Act 2018. Our full Privacy Policy is available at [link].
If something hasn’t gone the way you hoped, please tell us. Email [email protected] with the detail and we’ll acknowledge your complaint within 2 working days and aim to resolve it within 10 working days. Some complaints need longer to investigate properly — if yours is one of them, we’ll let you know and give you a clear timeframe.
If we can’t resolve things between us, you can escalate to the relevant regulatory body. This will depend on the practitioner you worked with — we’ll help you identify the right one. You can also contact the Citizens Advice consumer helpline on 0808 223 1133 for independent guidance.
We may update these terms from time to time. The version in force on the date of your booking is the version that applies to your booking. We’ll post the current version on our website with the ‘last updated’ date clearly shown.
These terms are governed by the law of England and Wales. Any disputes will be dealt with by the courts of England and Wales.
