Effective date: 22 October 2026. This policy replaces the version dated 13 October 2023.
1. Introduction
Thank you for choosing Laura Lam Nutrition Ltd. This policy explains how cancellations and refunds work for our 1-to-1 programs, functional testing and supplements. It should be read alongside our Terms & Conditions.
All programs are priced and charged in British pounds (GBP). Any amounts shown in other currencies on our website are a guide only.
2. Your 14-day cooling-off period
2.1. Full refund before you start. You may cancel any program within 14 days of your first payment and receive a full refund, provided your first consultation has not yet taken place.
2.2. If you start within 14 days. If you ask us to begin within the 14-day period (for example, by booking your first consultation or sending us your health questionnaire and results to analyse), and then cancel within that period, we will refund your payment minus the value of the services already provided. This includes consultations held and analysis or preparation already carried out.
3. The Comprehensive (3-month or 6-month program)
3.1. Monthly payments. The Comprehensive is paid monthly: £460 per month for 3 months, or £420 per month for 6 months. The reduced monthly rate reflects your commitment to the full term.
3.2. Payments already made. After the cooling-off period, monthly payments that have already been charged are non-refundable.
3.3. Ending your program early. If you wish to stop before the end of your chosen term, please give at least 14 days' written notice before your next payment date. Your remaining payments will then be cancelled. If you end a 6-month program before it is complete, the months you have used will be charged at the 3-month rate (£460 per month), and the difference will be taken from your final payment.
3.4. Pausing. If you need to pause for illness, pregnancy, travel or another significant life event, please talk to us. We can usually pause your program for up to one month.
4. The Health Detective
4.1. A one-off service (£690). The Health Detective is a one-off investigation. It includes your 90-minute consultation and the analysis of all your historical blood and functional test results. There is no obligation to continue afterwards.
4.2. When the fee becomes non-refundable. Because this work begins as soon as you send us your information, the fee is non-refundable once your consultation has taken place, or once we have started analysing your results, whichever is sooner. Section 2 still applies within the first 14 days.
4.3. Optional ongoing support (£395 per month). If you choose to continue after The Health Detective, ongoing support is billed monthly. You may stop at any time by giving at least 14 days' written notice before your next payment date. Monthly payments that have already been charged are non-refundable.
5. Functional testing and testing packages
5.1. Laboratory tests. Once a test kit has been opened or used, or your sample has been sent to the laboratory, the cost of the test is non-refundable.
5.2. Unused kits. If you change your mind, you can return an unused, unopened kit within 30 days of receiving it for a refund of the test cost, minus any shipping and handling fees. Please contact us before sending it back so we can arrange the return with the laboratory.
5.3. Lost or invalid samples. If a sample is lost in transit or cannot be processed by the laboratory, we will work with the laboratory to arrange a replacement. Any extra costs charged by the laboratory may be passed on to you.
5.4. Testing packages. For bespoke testing packages, the consultation part of the package is refundable if cancelled before the consultation takes place, but the test cost is covered by sections 5.1 and 5.2.
6. Supplements
Supplements ordered through our practitioner dispensaries are supplied by those dispensaries and covered by their own returns policies. Please contact the dispensary directly about returns or damaged items. We are happy to help if you have any difficulty.
7. Missed and rescheduled appointments
You can reschedule an appointment free of charge up to 24 hours before it is due. Appointments cancelled or missed with less than 24 hours' notice are treated as attended and are not refunded, as set out in our Terms & Conditions.
8. How refunds are paid
Refunds are made in GBP to your original payment method, within 14 days of your refund being agreed or within 14 days of your last session, whichever is later. We are not responsible for differences caused by exchange rates or fees charged by your bank or card provider.
9. Exceptional circumstances
We understand that life can change unexpectedly. If you are facing serious illness, bereavement or another exceptional situation, please contact us and we will consider your circumstances fairly.
10. Contact us
To cancel, pause or request a refund, please contact us in writing:
- Email: hello@lauralamnutrition.com
- WhatsApp: +44 (0)7479 922175
11. Changes to this policy
We may update this policy from time to time. Changes will not affect programs you have already paid for unless we agree them with you. The latest version will always be published on our website.
This policy does not affect your statutory rights.