This Refund and Rescheduling Policy ("Policy") explains how rescheduling, late cancellation, missed appointments, returns, and refunds work when you book or buy from Piotr Kardas, a sole trader trading as HealthySwitch.Me ("we", "us", "our"). It applies to the paid fifteen-minute video consultation ("the Consultation") and to everything Piotr Kardas ("the Practitioner") may offer you after it: a single fifty-five-minute online appointment by video call ("an Online Appointment"), a single appointment at your home ("a Home Visit"), an individual exercise plan ("an Exercise Plan"), and the exercise toolbox, a set of exercise equipment ("a Toolbox"). Online Appointments and Home Visits are together "Appointments". The Consultation, Appointments, and Exercise Plans are together "the Services". A Toolbox is goods, not a Service.
This Policy forms part of, and should be read alongside, our General Conditions of Service ("the Terms") and our Cooling-off Notice (your right to cancel). It gives the detail that clause 10 of the Terms refers to. Where this Policy and the Terms both address rescheduling, late cancellation, or missed appointments, this Policy prevails on those points. Where this Policy and the Cooling-off Notice both address your fourteen-day statutory cancellation right, the Cooling-off Notice prevails.
Nothing in this Policy affects your statutory rights as a consumer under the law of England and Wales, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where anything in this Policy would conflict with a right you cannot lawfully be asked to give up, your statutory right prevails. This Policy is written to be clear and proportionate, not to reduce those rights.
1. Your statutory rights come first
1.1 You have a statutory right to cancel within the fourteen-day cooling-off period that applies to bookings and orders made at a distance. For a Toolbox, that period runs from the day the Toolbox reaches you. That right, how to use it, the model cancellation form, and how starting your Services early affects it, are all explained in the Cooling-off Notice. This Policy does not limit that right.
1.2 You also have statutory rights under the Consumer Rights Act 2015 if a Service is not performed with reasonable care and skill, and if a Toolbox is faulty or not as described. Those rights are described in Sections 8 and 9 below.
1.3 The arrangements in this Policy for rescheduling, late cancellation, and missed appointments are additional to your statutory rights. They govern the practical, day-to-day flexibility we offer around booked appointments. They are not a substitute for, and do not reduce, the rights described in Sections 1.1 and 1.2.
2. The Consultation: rescheduling and cancellation
2.1 You may reschedule or cancel your Consultation without charge, provided you give us at least twenty-four hours' notice before its scheduled start time. To do so, please contact us using any of the routes in Section 12, or use the rescheduling link in your booking-confirmation message.
2.2 If you cancel or reschedule your Consultation with less than twenty-four hours' notice, or you do not attend at the scheduled time, the Consultation is treated as delivered and the £65 fee is not refunded. A request to reschedule made with less than twenty-four hours' notice is treated as a late cancellation: the original Consultation is treated as delivered, and any new Consultation is a new booking at the usual fee.
2.3 This reflects the appointment slot that was reserved for you and that cannot reasonably be offered to someone else at short notice. It is not a penalty. The amount forfeited never exceeds the £65 fee for the Consultation itself, and no further charge arises.
2.4 If you are late in joining your Consultation, we will do our best to see you for the time that remains, but the Consultation will still end at its scheduled finish time and the fee is not reduced.
2.5 Your separate statutory right to cancel the Consultation within the cooling-off period is unaffected by this Section and is explained in the Cooling-off Notice. If you cancel under the Cooling-off Notice, any charge is worked out as that Notice describes, on the basis of what actually took place; Section 2.2 applies only where the cooling-off cancellation right does not apply to the Consultation.
3. Appointments: moving and cancelling
3.1 Each Appointment is a single booking. An Online Appointment or a Home Visit is paid for in full in advance, through a secure payment link that the Practitioner sends you, and takes place on the date and time agreed with you before you paid. We understand that plans change, and that a health condition can make some days harder than others, so an Appointment can be moved or cancelled on the terms in this Section.
3.2 How to ask, and by when. A request to move or cancel an Appointment must reach us by 12 noon on the previous working day, working days being Monday to Saturday. It must be made in writing by email to contact@healthyswitch.me. In your email, please say whether you would like to move the Appointment or cancel it, and, if you would like to move it, propose suitable alternative times. We will reply, or get in touch to discuss the options with you.
3.3 If your request reaches us in time. You may choose either:
(a) to move the Appointment to a new date and time that we agree with you, at no extra charge. The new Appointment is fixed only once we have confirmed it; or
(b) to cancel the Appointment and receive a full refund of the price you paid for it.
If you ask to move an Appointment and we cannot agree a new date that suits you, you may cancel it instead and receive a full refund.
3.4 What moving is. Moving an Appointment replaces it with a new one at the same price. It is not an additional Appointment, and no further payment is due.
3.5 Late requests and missed Appointments. An Appointment that you cancel or seek to move after the deadline in Section 3.2, or that you do not attend, may be treated as delivered, and its price is then not refunded. This reflects the time reserved for you, and for a Home Visit the travel arranged, which cannot reasonably be offered to someone else at short notice. It is not a penalty. The amount kept never exceeds the price you actually paid for that Appointment, and no further charge arises. Section 10.3 explains when a late request counts as made in time.
3.6 Late arrival. If you join an Online Appointment late, or are not ready at the agreed time for a Home Visit, we will do our best to deliver the time that remains, but the Appointment still ends at its scheduled finish time and its price is not reduced.
3.7 We will always try to be reasonable. If you know in advance that a date will not work, telling us as early as you can gives the best chance of finding a suitable alternative.
3.8 Your separate statutory right to cancel an Appointment within the cooling-off period is unaffected by this Section and is explained in the Cooling-off Notice. If you cancel under the Cooling-off Notice, any charge is worked out as that Notice describes, on the basis of what actually took place.
4. Exercise Plans
4.1 An Exercise Plan is paid for in full in advance, through a secure payment link. The Practitioner prepares it for you and delivers it, as you chose, in an app on your phone or on paper.
4.2 During the cooling-off period. Your right to cancel an Exercise Plan within the fourteen-day cooling-off period, and how asking us to start preparing it sooner affects that right, are explained in the Cooling-off Notice.
4.3 After the cooling-off period, before the plan is delivered. If you ask to cancel an Exercise Plan after your cooling-off period has ended but before the finished plan has been delivered to you, we will refund the price you paid, less a fair amount for the work the Practitioner has already done on it. That amount will never be more than the price you paid, and if the Practitioner has not yet started work on the plan, we will refund the price in full.
4.4 Once the plan has been delivered. Once the finished plan has been delivered to you, its price is not refundable, except under your statutory rights, including your rights if the plan was not prepared with reasonable care and skill (Section 8).
5. The Toolbox: changing your mind and returns
5.1 Within the cooling-off period. You can cancel a Toolbox order for any reason, at any time from when you pay until fourteen days after the day the Toolbox comes into your physical possession, or that of a person you have named to receive it. The Cooling-off Notice explains how to cancel.
5.2 Sending it back. If you cancel, please send the Toolbox back to us within fourteen days after the day you tell us you are cancelling. If the Practitioner agrees, you may instead hand it back to him, for example at a Home Visit. The return address is in the package and in the email confirming your order. Please pack it carefully so that it is not damaged on the way back to us.
5.3 The cost of sending it back. You pay the direct cost of returning the Toolbox, unless it is faulty or not as described. Where the equipment cannot normally be returned by post because of its size or weight, we will tell you an estimate of the return cost before you pay for it.
5.4 Your refund. We refund the price you paid for the Toolbox, including any postage and packing you paid. We make the refund within fourteen days after the day we receive the Toolbox back or, if earlier, the day you give us evidence that you have sent it back. If you cancel before the Toolbox has been sent to you, we refund you within fourteen days after the day you tell us.
5.5 Handling the equipment. You may handle and try the equipment as you would in a shop, to see what it is, what it is like, and how it works. If it has been handled more than that and has lost value as a result, we may reduce your refund by the amount of that loss. We will not make this reduction if we did not give you the cancellation information before you bought the Toolbox.
5.6 After the cooling-off period. Once the cooling-off period has ended, you can return a Toolbox, or an item from it, only if it is faulty or not as described (Section 9), or if we agree otherwise.
6. The Consultation fee
6.1 The Consultation fee is £65. It is a fee for the Consultation itself and is not refundable once the Consultation has taken place. It is not credited against the price of anything you buy afterwards, and buying anything afterwards does not reduce or return it.
6.2 That is subject to your statutory cancellation right. Because you book at a distance, you have a fourteen-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you ask us to deliver the Consultation within those fourteen days, and acknowledge that you will lose the right to cancel once it has been delivered, that right ends when the Consultation has been delivered. Until then it stands in full, and the Cooling-off Notice explains how to use it.
6.3 Nothing in this Section affects your rights if a Service is not performed with reasonable care and skill (Section 8), or the position where we are the party unable to deliver (Section 7).
7. If we cancel or reschedule
7.1 Occasionally we may need to reschedule a Consultation or an Appointment, for example because the Practitioner is unwell, because of an event beyond our reasonable control, or because it would not be safe or appropriate to go ahead.
7.2 Where we reschedule, we will contact you as soon as reasonably possible and arrange a suitable alternative date. Where we are the party who reschedules, the deadline in Section 3.2 does not apply to you, and if no alternative date suits you, you may cancel and receive a full refund of the price you paid for that Consultation or Appointment.
7.3 Where we are unable to deliver a Consultation, an Appointment, or an Exercise Plan, or to supply a Toolbox, and rescheduling or later delivery is not reasonably possible, we will refund the amount you actually paid for the affected Service or Toolbox, including any delivery charge, and never more than the amount you paid, or we will address the position in another way that you agree to. This is in addition to your statutory rights.
7.4 This Section applies where the reason a Consultation or Appointment cannot go ahead is ours, or is outside both parties' reasonable control. It does not apply where it cannot go ahead because of a matter within your reasonable control, for example where the space provided for a Home Visit is not reasonably safe or suitable, as the Terms and the Safeguarding Policy require, where you do not join a video (Google Meet) Appointment, or where you are not present at the agreed time for a Home Visit. Those situations are dealt with under Sections 2 and 3.
8. If a Service is not performed with reasonable care and skill
8.1 We will provide the Services with reasonable care and skill, as required by the Consumer Rights Act 2015. This duty cannot be excluded.
8.2 If a Service is not performed with reasonable care and skill, you have statutory remedies. These may include our performing the Service again at no further cost to you, or, where that is not possible or is not done within a reasonable time, a reduction in price. Which remedy applies depends on the circumstances, and your statutory rights determine what you are entitled to.
8.3 If you think a Service has fallen short, please tell us as soon as you can, using the routes in Section 12 or our Complaints Procedure, so that we can put things right.
9. If the Toolbox is faulty or not as described
9.1 Under the Consumer Rights Act 2015, a Toolbox must be of satisfactory quality, fit for purpose, and as described. If it is not, you have legal rights, which include:
(a) within thirty days of delivery, the short-term right to reject it and receive a full refund;
(b) a repair or a replacement; and
(c) if a repair or replacement is not possible, or does not put things right within a reasonable time and without significant inconvenience to you, a price reduction or the final right to reject it and receive a refund. A refund under the final right to reject may be reduced to reflect the use you have had of the Toolbox, but not if you reject it within six months of delivery.
9.2 If a fault appears within six months of delivery, the law generally presumes it was present when the Toolbox was delivered, unless we can show otherwise.
9.3 Please tell us about a fault as soon as you can, using the routes in Section 12, and stop using any item that appears damaged or unsafe. We pay the reasonable cost of returning a faulty Toolbox, or a faulty item from it, to us. A refund for a faulty Toolbox is made within fourteen days of our agreeing that you are entitled to it.
9.4 These rights apply whether or not the cooling-off period has ended, and they are in addition to your right to cancel in Section 5.
10. Illness, being unwell, and treatment
10.1 We know that clients living with a prostate cancer diagnosis, and survivors, may have days when they feel too unwell to take part, or when treatment or appointments clash with a booked Appointment. Where you can, please ask to move it under Section 3, and tell us as early as possible.
10.2 This Policy does not, by itself, create a separate contractual right to a fee waiver or a refund on grounds of illness, a treatment side effect, or a clash with medical appointments, beyond the arrangements in Sections 3 and 10.3 and the statutory rights already described. We have set the Policy out plainly rather than promising a discretion we cannot define in advance.
10.3 Hospital admission or a sudden change in treatment. Where a hospital admission, or a sudden and significant change in your treatment, stops you from giving notice by the deadline in Section 3.2, we will count your request as made in time, so that you can move the Appointment or cancel it for a full refund under Section 3.3. Please tell us as soon as you reasonably can. We may ask for brief evidence, such as an admission or appointment letter.
10.4 This Section does not prevent us from exercising goodwill in genuine cases. In practice the Practitioner may choose to be flexible where someone is unwell, but any such flexibility is a matter of goodwill in the particular circumstances and is not a right you can require under this Policy. In exercising that goodwill we will always have regard to our obligations under the Equality Act 2010. Your statutory rights, including those in the Cooling-off Notice and Sections 8 and 9, are unaffected by this Section.
11. A note on insurance
11.1 If you hold private medical insurance or any similar policy, please be aware that insurers may not cover missed, late-cancelled, or non-attended appointments, so please check your own policy terms. Any amount forfeited under this Policy for a missed or late-cancelled Consultation or Appointment is your responsibility, and we are not able to recover it from an insurer on your behalf.
12. How to reschedule, cancel, return, or ask us a question
12.1 To move or cancel an Appointment, email contact@healthyswitch.me, by 12 noon on the previous working day, as Section 3.2 describes. For anything else, including rescheduling or cancelling a Consultation, arranging the return of a Toolbox, and any question about this Policy, please contact us:
- Email: contact@healthyswitch.me
- Post: 167-169 Great Portland Street, 5th Floor, London W1W 5PF
or, for a Consultation, use the rescheduling link provided in your booking-confirmation message.
12.2 To exercise your fourteen-day statutory right to cancel, please follow the Cooling-off Notice, which sets out how to cancel and provides a model cancellation form.
12.3 We aim to acknowledge any rescheduling or cancellation request promptly. For the contractual notice periods in this Policy (moving and late cancellation of a booked appointment), what matters is the time at which your request reaches us, so we recommend contacting us as early as you can and keeping a record of when you did. This receipt-time rule does not apply to your statutory cooling-off cancellation: for that, it is enough that you send your cancellation before the fourteen-day period ends, as explained in the Cooling-off Notice.
13. How and when refunds are paid
13.1 Where a refund is due under this Policy or the Cooling-off Notice, we will make it using the same payment method you used to pay, unless you agree otherwise. You will not pay any fee as a result of the refund.
13.2 We will make any refund without undue delay. Refunds arising from a valid cooling-off cancellation are made within the period set out in the Cooling-off Notice and, for a Toolbox, in Section 5.4. Any other refund due under this Policy is made within fourteen days of the date it falls due. Where the amount of part of a refund is genuinely in dispute, we pay the undisputed part within that period and deal with the remainder separately, so that a dispute over one part does not delay payment of the rest.
14. Changes to this Policy
14.1 We may update this Policy from time to time, for example to reflect changes in the law or in how the Services operate. The version that applies to your booking or order is the version in force when you make it. We will publish the current version on the Website with its effective date. Any change will not reduce the rights that applied to anything you have already paid for.
This Policy takes effect from 1 October 2026.