Legal

Cancellation & refund policy

Last updated: 7 September 2026

The 24-hour rule

Cancel directly from your Fylo account. You do not need to call the pharmacy or give a reason. Cancel at least 24 hours before your appointment starts for a full refund or release of your card hold. Before you confirm, we show the exact refund, any retained cancellation fee and the cutoff in UK time. The terms shown when you booked apply to your appointment.

NHS and free services

There is nothing to refund. You can cancel or reschedule without a fee before the appointment starts, while the appointment is still eligible to be changed online. Once it has started, you have checked in, or the appointment time has passed, contact the pharmacy for help. Please give as much notice as you can so the pharmacy can offer the slot to someone else. Repeated no-shows may result in restrictions on future bookings.

Pay-after-consultation services (card authorised at booking)

For some services, such as weight management, your card is authorised at booking. If you attend, nothing is charged until after your in-person consultation, and you are charged only for the consultation and any treatment your pharmacist actually provides. The booking page shows the maximum fee for a late cancellation or missed appointment before you authorise your card.

  • Cancel 24 hours or more before your appointment: the authorisation is released in full. Depending on your bank, it can take 3–7 days to disappear from your statement.
  • Cancel less than 24 hours before, or miss the appointment: the pharmacy may charge up to the cancellation fee agreed when you booked, capped at the consultation fee. The remaining authorisation is released, and any captured amount above the agreed fee is refunded. Treatment is never charged unless it was supplied to you in person.

Prepaid and deposit services

  • Cancel 24 hours or more before your appointment: automatic full refund.
  • For bookings with the deposit policy shown at checkout, cancel less than 24 hours before: the pharmacy may retain up to the agreed booking deposit. If you prepaid more than the deposit, the rest is automatically refunded. No additional cancellation payment is collected.
  • Miss the appointment without cancelling: the same agreed deposit limit applies. Any prepayment above it is refunded; you are not charged for undelivered treatment.

The deposit is set for each service and shown before you pay. It counts towards your treatment cost when you attend. Bookings made under earlier terms keep those terms; your cancellation screen shows the amount that applies. You can also reschedule a prepaid appointment once inside 24 hours without a new charge, if that allowance is still available. Under the deposit policy, a late move keeps your deposit credited to the new appointment but does not restart the free-cancellation period: the original cancellation cutoff still applies.

Any fee retained must reasonably reflect the pharmacy's loss, taking account of saved costs and a replacement booking. The pharmacy can reduce or waive the fee, and Fylo support can arrange a refund of any excess with the pharmacy.

If the pharmacy cancels

You receive a full refund of any payment for the cancelled appointment, or a full release of your card hold, regardless of notice. No cancellation fee is retained. Your slot is released immediately when cancellation is confirmed. If a payment update is still processing, it continues automatically. Refunds go to your original payment method; your bank may take several days to show them.

After your appointment

Services that have been delivered are non-refundable unless the pharmacy failed to provide them. Medicines supplied to you cannot be refunded or exchanged — UK rules require returned medicines to be destroyed. If something went wrong, raise it with the pharmacy first; if it isn't resolved, contact Fylo support and we will help.

Emergencies and exceptional circumstances

If illness or an emergency stops you attending, tell the pharmacy as soon as you can. Pharmacies are expected to apply this policy with common sense and can waive late cancellation charges in genuine emergencies.

Who takes your payment

Payments are collected securely online through our payment provider and are paid to the pharmacy providing your service — the pharmacy is the merchant for your appointment. Fylo is a booking platform, not a pharmacy, and does not sell or dispense medicines. See our Terms of Service for full details.