Refund Policy

Last Updated: 19 April 2026

At Aurion, we offer highly personalised wellness programmes delivered in a private clinical setting. As each booking reserves dedicated appointment time, clinical capacity and preparatory support, our refund policy is designed to be clear, fair and proportionate. This page explains how cancellations, rescheduling and refunds are handled, together with your statutory rights.

1. YOUR RIGHT TO CANCEL

If you purchase an Aurion session, programme or package online, by phone or by email, you may have the right to cancel within 14 days from the date your contract with us is formed, without giving a reason.

If you cancel within this 14-day period and your services have not yet started, we will refund all sums paid in full to your original payment method.

If you arrange and purchase your booking in person at our premises, this 14-day cooling-off period will not usually apply.

2. SATISFACTION GUARANTEE

Complete your package and, if you are not satisfied, we will reimburse you in full.

This guarantee applies once you have completed every session included in your Aurion package (Core or Intensive). If, after completing your full package, you are not satisfied with your experience, contact support@aurion.london and we will reimburse the package fee in full.

This guarantee is separate from, and in addition to, your statutory rights set out below.

3. STARTING YOUR PROGRAMME DURING THE 14-DAY PERIOD

If you ask us to begin your sessions during the 14-day cancellation period, you expressly request early performance of the services.

If you then cancel before the services have been completed, we may retain an amount that is proportionate to the services already provided up to the date of cancellation.

If your services are fully performed within the 14-day period, your right to cancel will end once the services have been completed in full, provided you requested that we begin during that period and acknowledged that your cancellation right would then end.

4. RESCHEDULING AND APPOINTMENT NOTICE

We understand that plans can change. If you need to reschedule an appointment, we ask that you give us at least 24 hours’ notice.

Where at least 24 hours’ notice is provided, we will use reasonable efforts to move your appointment to another available time.

If you cancel with less than 24 hours’ notice, or do not attend your appointment, we may treat that appointment as used and charge the full session fee, or deduct that session from your package balance. This reflects the clinical time, room allocation and preparation reserved specifically for you.

In exceptional circumstances, we may waive this at our discretion.

5. PACKAGES AND PARTIALLY USED PROGRAMMES

Once the applicable cancellation period has expired, and once your programme has started, fees for services already delivered are non-refundable except where required by law.

If you choose to discontinue a programme after it has started, any request for a refund of the unused portion will be considered fairly and on a case-by-case basis.

In assessing any such request, we may take into account:

  • sessions already delivered;
  • consultations, assessments or preparatory work already completed;
  • any products, materials or services already supplied;
  • the value of clinical time reserved for you and not reasonably capable of being reallocated.

Any amount retained by Aurion will be limited to what is fair and proportionate in the circumstances.

6. CLINICAL SUITABILITY AND MEDICAL DISCRETION

Aurion reserves the right to postpone, decline or discontinue a session or programme where we reasonably consider that proceeding is not clinically appropriate, safe or suitable.

If we decide before your first session that your programme should not proceed, we will refund any amount paid in full.

If we decide after your programme has begun that it should not continue, we will refund the unused portion of any pre-paid fees, less the value of services already provided.

We may request supporting medical information where reasonably necessary.

7. HOW TO REQUEST A CANCELLATION OR REFUND

To request a cancellation, reschedule or refund review, please contact support@aurion.london.

Please include your full name, the email address used for your booking, the programme or package purchased, the date of purchase and the reason for your request.

Where a refund is due, it will be made to the original payment method unless otherwise agreed.

Where a statutory refund is owed, it will be processed without undue delay and, in any event, within 14 days of the date it becomes due.

8. YOUR STATUTORY RIGHTS

Nothing in this policy affects your statutory rights.

Under the Consumer Rights Act 2015, Aurion must deliver its services with reasonable care and skill. If we fail to meet that standard, you may be entitled to an appropriate remedy, which may include repeat performance or a price reduction, depending on the circumstances.

For full details of your statutory rights, please see our Terms & Conditions.

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