This Refund & Cancellation Policy applies to services and products provided by Clinia Health GmbH (also operating under the brands “Blume” and “Blume Health”, where applicable).

Blume Health is the trade name for Clinia Health GmbH (a company registered in Germany under company number HRB 125526), (collectively referred to as Blume, we, us, or our, unless otherwise stated). Blume operates an online health and wellness platform focused on weight management, metabolic health, and personalized care pathways (the Services) for patients, users, and customers (you, your, yours).

Blume Health is a telemedicine platform connecting users with qualified healthcare professionals who may prescribe medications when appropriate. All prescriptions facilitated through our service are issued by licensed practitioners and dispensed by an independent pharmacy partner. Blume Health does not operate a pharmacy and does not directly dispense medications.

It applies to all subscription treatment plans, consultations, and product purchases made through our platform.

It is intended to ensure transparency regarding eligibility for refunds, cancellation rights, and applicable exclusions.

This policy applies alongside mandatory consumer protection law. It does not give customers the right to refuse payment for services that have already been provided with their consent.

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1. Eligibility for Refunds

1.1 Clinical ineligibility

When a customer completes a medical consultation or eligibility screening and is assessed by our medical team as not clinically eligible for treatment, all amounts paid in respect of that treatment plan will be refunded to the original method of payment.

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2. Partial Refunds

A partial refund may be issued where:

• a consultation has been completed,
• the customer is otherwise clinically eligible, and
• cancellation occurs before medication is dispensed, prepared, or shipped.

In such cases, fees representing services already rendered may be deducted:

• Consultation fee: €50
• Administrative processing: €30
• Prescription review and clinical oversight: €75

These deductions reflect professional and operational work already performed.

3. No Refunds

Refunds will not be issued where any of the following apply:

3.1 Medication has already been prepared, dispensed, or shipped.

3.2 Services have been fully performed, including clinical assessments and prescription review, where performance began with the consumer’s prior express consent and acknowledgment that the right of withdrawal would be lost once performance was completed (consistent with Article 16(a) and 16(c) of Directive 2011/83/EU, as implemented in national law).

3.3 Amounts have already been refunded or reversed by the payment provider.

3.4 Requests relate to subscription charges covering goods or services already supplied.

Prescription medicines, personalized treatment plans, and products prepared specifically for a patient are generally not subject to the statutory right of withdrawal once preparation or dispensing has begun.

4. Subscription Cancellations

Customers may cancel a subscription at any time by providing written notice.

To avoid charges for the next billing cycle, cancellation must be received at least 14 days prior to the next scheduled payment date.

Cancellation does not automatically create a right to a refund where goods have already been dispensed or services completed in accordance with this policy.

5. Refund Processing Times

Once refund eligibility is confirmed:

• refunds are typically processed within 10 business days, and
• will be issued to the original method of payment.

Posting times may vary depending on the customer’s financial institution or payment provider.

6. How to Request a Refund

To submit a refund request, customers must contact support and provide:

• full name
• account email address
• order or subscription reference
• reason for the request
• any relevant documentation

We will acknowledge and review requests within 3 business days and inform the customer of the outcome and any next steps.

7. Fraud, Abuse and Compliance

We reserve the right to refuse or limit refunds where there is reasonable evidence of abuse, fraud, chargeback manipulation, or misuse of services. Such determinations will be made in accordance with applicable consumer protection and payment regulations and will be documented.

8. Governing Law

This policy is governed by the applicable consumer and commercial law of the jurisdiction in which Clinia Health GmbH is registered, subject to any mandatory consumer protections in the customer’s country of residence.

If this policy conflicts with mandatory statutory rights, the statutory provisions shall prevail.

For any questions regarding this Refund & Cancellation Policy, please contact our support team.