Refund Policy

Last updated: 14 May 2026

PAEAN connects you with independent, registered practitioners — herbalists, homeopaths, acupuncturists, nutritionists and CBT/mindfulness therapists. This policy explains how refunds work for our services and complements our Cancellation & Refund Policy.

Free 15-minute discovery calls

Discovery calls are free of charge — no refund applies. If a practitioner is unavailable on the day, we will reschedule you or match you with another suitable practitioner.

Paid consultations and follow-ups

Refunds for paid consultations follow the timings set out in our Cancellation & Refund Policy:

  • Cancelled more than 48 hours before your appointment: full refund.
  • Cancelled within 48 hours: 50% refund.
  • No-shows or cancellations within 4 hours of the appointment: non-refundable.

Programme bundles

Pre-paid bundles (for example Gut Reset, Hormonal Balance, Fertility Support) are refundable on a pro-rata basis for unused sessions, less a £25 administration fee. Refund requests for bundles must be made within 30 days of purchase.

Bespoke herbal prescriptions

Bespoke herbal prescriptions are formulated and dispensed by independent registered practitioners. Once dispensed, prescriptions are non-refundable except in cases of dispensing error or an adverse reaction reported within 14 days. Please contact your practitioner directly in the first instance, or email us if you cannot reach them.

Practitioner cancellations

If a practitioner cancels your session, you can choose between: (i) a rescheduled appointment at no additional cost, (ii) a session with another suitable practitioner from our network, or (iii) a full refund.

How to request a refund

Email james@paeantherapy.com with:

  • Your full name and the email address you used to book.
  • The date and type of consultation or programme.
  • A brief reason for the refund request.

We will respond within 2 working days. Approved refunds are processed within 5–10 working days and returned to the original payment method.

Your statutory rights

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Contact

If you have questions about this policy, email james@paeantherapy.com.