Refund & Cancellation Policy
This policy explains how you can cancel a MAY programme, how a refund is worked out, and how to ask for one. It is written so the answer does not depend on who happens to read your request.
Draft updated · 16 September 2026
What this policy covers
This policy applies to every programme bought through MAY. It forms part of the Terms of Service.
Nothing in it takes away any right you have under consumer-protection or other law that cannot be excluded. If the law gives you a better outcome than this policy, the law applies.
In this review environment payments are simulated: no real money is taken or refunded.
How programmes are bought
Each programme is bought with a single payment for a fixed number of weeks. There is no subscription and no automatic renewal, so there is nothing to cancel in order to stop future charges.
The amount you paid, its currency and the programme’s length in weeks are recorded when you buy and do not change later. Refunds are always calculated from the amount you actually paid, in the currency you paid it in.
When a programme begins, and when a week counts as delivered
In the portal, the clinic sets your start date after payment, your first week opens on that date, and each week’s plan is published by the clinic.
Proposed rule — awaiting approval
- A programme “begins” on the earlier of: the date your first week opens, or the date the clinic publishes your first personal nutrition plan.
- A programme week counts as “delivered” once that week has opened or its plan has been published, whichever happens first. A week that has not opened and has no published plan counts as “not yet begun”.
Cancelling before your programme begins
Proposed rule — awaiting approval
- If you cancel before your programme begins, you receive a full refund of the amount you paid, with no deduction.
Cancelling after your programme has begun
You can ask to cancel at any time. You do not have to give a reason, although it helps the clinic improve.
Proposed rule — awaiting approval
- If you cancel after your programme has begun, you receive a refund for the weeks that have not yet begun: the amount paid, divided by the number of weeks in your programme, multiplied by the number of weeks not yet begun on the day the clinic receives your request.
- Example: for a programme of ten weeks bought for 1,000, cancelled during the fourth week, six weeks have not yet begun, so the refund is 600.
- No refund is due for a week that has already been delivered, including the week in progress when you cancel.
Personal plans and delivered work
Plans published before you cancel remain yours to keep and use personally, as the Terms of Service describe.
Proposed rule — awaiting approval
- The work of preparing your plans is already paid for by the weeks counted as delivered. No separate deduction is made for preparing plans, reviewing check-ins or answering messages, so the same work is never charged twice.
Not using the service is not cancelling
Your programme continues week by week whether or not you record check-ins, read your plans or send messages. Stopping using the service does not cancel it.
Proposed rule — awaiting approval
- Unused weeks are not refunded unless you ask to cancel, and a refund is calculated from the date your request is received rather than from the date you stopped using the service. If you are finding it hard to take part, the clinic will suggest a pause first.
Pausing instead of cancelling
The clinic can pause a programme and resume it later. While paused, the remaining weeks do not advance, and they move later when the programme resumes.
Pause and resume rules are set out in the Terms of Service. A paused programme can still be cancelled.
Proposed rule — awaiting approval
- Weeks that have not begun at the start of a pause are treated as not yet begun if you cancel during the pause.
Medical and other exceptional circumstances
Proposed rule — awaiting approval
- If illness, pregnancy, a medical instruction, bereavement or another serious personal circumstance means you cannot continue, the clinic first offers a pause. If a pause does not help, you receive a refund for the weeks not yet begun, and the clinic may refund more at its discretion.
- A short explanation in your own words is enough. The clinic will not ask for medical records; if it genuinely needs confirmation, it will ask for the least information necessary and never by ordinary e-mail.
If the clinic cancels
Proposed rule — awaiting approval
- If the clinic cannot start or continue your programme, for example because it cannot provide the service, you receive a full refund if the programme has not begun, and otherwise a refund for every week not yet begun.
- If the clinic ends a programme because of fraud or a serious breach of the Terms of Service, the refund is limited to the weeks not yet begun, and nothing is refunded where the purchase itself was fraudulent.
How to ask for a cancellation or refund
Send a message to the clinic from your dashboard, or write to support@maynutriclinic.com from the e-mail address on your account. Please include:
- your full name and the programme you want to cancel;
- whether you are asking to cancel, to pause, or both;
- anything you would like the clinic to take into account.
Never send card numbers, security codes, passwords or bank log-in details. If refund details are needed for a payment made by bank transfer, the clinic will explain how to provide them safely.
How your request is handled
A person reviews every request. When a refund is approved, the clinic records it against your payment in the portal and you receive a notification.
Proposed rule — awaiting approval
- The clinic confirms receipt within 2 working days and sends its decision, with the calculation, within 10 working days of receiving everything it needs. If a request is refused, the reason is given in writing.
How refunds are paid
A refund is made in the same currency as the original payment.
Proposed rule — awaiting approval
- A refund of a card or online payment is returned to the original payment method where the payment processor supports it. A payment made by bank transfer or another agreed method is refunded by bank transfer to an account in the payer’s name.
Awaiting confirmation
- Which payment methods can be refunded to the original method once a payment processor is selected, and whether any processor or bank charge is passed on.
- The time a refund takes to reach the client after the clinic issues it, which depends on the payment processor and the client’s bank.
What happens in your account
- A full refund cancels the programme. Weeks that have not been completed are no longer available, while plans from completed weeks remain readable.
- A partial refund is recorded against your payment and does not end the programme by itself. If you asked to cancel, the clinic cancels the programme as well.
- The original payment’s amount and date are never changed: each refund is added as its own record, and the original payment is marked as partly or fully refunded.
Fraud and misuse
The clinic may refuse a refund where a purchase was made fraudulently, with someone else’s payment details, or by giving false information, and may report fraud where the law requires or permits it.
If you disagree
If you disagree with a decision, reply to it and ask for it to be reviewed again. Please contact the clinic before asking your bank or card issuer to reverse a payment, because a refund agreed directly is usually quicker.
This does not limit any right you have to dispute a payment with your bank or card issuer, or to complain to a consumer authority or court.
Changes to this policy
If this policy changes, the date at the top of this page changes with it.
Proposed rule — awaiting approval
- A change never applies to a programme already bought if it would make its refund less favourable.
Contact
Cancellation and refund requests: support@maynutriclinic.com, or your dashboard messages.
Questions about this document?
Write to us at the address below. If you already have an account, you can also message your specialist from inside your dashboard.