Refund Policy

Reviewed 03/01/2026

Introduction 

At Pride In Health, we strive to provide excellent service to our clients. This refund policy outlines the circumstances under which refunds are provided for our services, in accordance with Scottish law.

Subscription Cancellation 

If you choose to cancel your subscription, you will continue to receive our services until the end of the day on the last day of the month for which you have paid. This ensures you receive the full value of your subscription.

Request to Leave 

If you decide to leave our services, we will assist you in transferring to your new service provider. This includes providing a full record of your care with us and our partnered services/providers. You will continue to receive our services until the end of the day on the last day of the month for which you have paid.

Missing a Session 

We understand that life happens. If you miss a scheduled session with one of our providers and are able to provide us with at least 48 hours notice you will be provided with a full refund.

However, cancelling a booking with less than 48 hours notice will result in you receiving only a partial refund:

• First instance: 20% of the booking fee will be refunded.
• Second instance: 10% of the booking fee will be refunded.
• Third and subsequent instances or no notice at all: No refund will be issued.
• Our partnered session providers will always do their utmost to provide at least 48 hours notice to rearrange your booking. Should one of our partnered session providers cancel a session with less than 48 hours notice or miss an appointment, you will receive a full refund for that session.

Clinician did not attend, evidence and how we verify 

If you believe your clinician did not attend your appointment, Pride In Health will review the relevant system and appointment logs, and also ask you for simple evidence so we can confirm what happened and resolve it fairly.

To evidence a clinician no show, clients will be asked to provide: 

1. A screenshot taken during the appointment, ideally between 15 and 30 minutes after the scheduled start time, showing:

• The appointment screen with no clinician visible or present, for example, an empty call room, or participant list showing only you 
• The device date and time are clearly visible on screen (for example, the clock on your taskbar, menu bar, or phone status bar)

2. The screenshot must be the original file and should not be edited, filtered, or cropped in a way that removes the date and time or changes what is shown.

3. If you need to hide unrelated personal information (for example, a pop-up notification), you can cover that part only, as long as the appointment screen and the date and time remain clearly visible.

If you cannot provide a screenshot with the date and time visible, we can accept a clear photo of your screen (showing the appointment screen and the device clock), or a very short screen recording showing the empty appointment screen and the date and time.

You should also make sure you: 

• Join the appointment using the correct link, and on time
• Remain in the appointment for at least 15 minutes after the start time (unless you receive a message from us or the clinician advising otherwise).

If we confirm that a clinician missed an appointment, you will receive a full refund for that session.

If we cannot confirm what happened (for example, where neither party attended and there is no supporting evidence), we may be unable to process a refund, but we may offer a discretionary credit in some situations.

Refunds will be processed within 14 business days of being informed of the missed appointment.

We process payments securely through Stripe Payments UK Ltd. In addition to standard debit and credit card payments, we also offer Klarna as an optional payment method, provided through Stripe.

When you choose Klarna, your payment is subject to Klarna's terms and conditions and credit assessment. Pride In Health does not provide credit and is not involved in Klarna's approval process.

Services are not conditional on using Klarna, and alternative payment options (e.g. debit/credit card) are always available.

If a payment fails, services may be paused until the payment is resolved. Refunds for payments made via Klarna are processed through Klarna and follow Klarna's refund timelines.

While we try to absorb some costs for the first two instances, we need to compensate clinicians for their time. As a new service, we aim to ensure sustainability and accessibility for all clients.

Blood Tests 

For appointments with our partnered blood test providers, their refund policy will apply if you miss or cancel an appointment late. These charges are incurred by Pride In Health and must be passed on to you. The costs incurred due to a late cancellation can also differ between clinics, so it is your responsibility to contact the clinic to cancel appointments in a timely manner.

Medication 

For issues related to medication from our partnered pharmacies, you must resolve these directly with the pharmacy. This includes but is not limited to delayed deliveries, incorrect medication, refund requests, and missed deliveries.

Compliance with Scottish Law 

This refund policy complies with the laws and regulations of Scotland to ensure fairness and transparency.

Client Responsibilities 

Clients are responsible for notifying us of cancellations in a timely manner, contacting partnered providers directly for specific services, and adhering to the terms outlined in this policy.

Exceptions 

This refund policy does not cover extraordinary circumstances such as natural disasters, serious illness, or other events beyond your and/or our control. In such cases, please contact us to discuss your situation.

Contact Us 

If you have any questions or need assistance regarding our refund policy, please contact us at:

Email: services@prideinhealth.co.uk

Policy Updates 

Pride In Health reserves the right to update this refund policy at any time. Clients will be notified of any significant changes through our website and via email.