GP-Hubs policies
Refunds
Cancellation and refund terms for GP-Hubs medicine requests and separately booked consultations. Last updated 1 October 2026.
Request a cancellation
Contact info@gphubs.com or use your secure patient portal as soon as possible, giving your request reference. We will check whether clinical work, dispensing or dispatch has started. Do not include sensitive medical details in ordinary email.
If we decline or cannot supply an online medicine request
If the prescriber declines your online medicine request, the pharmacy declines supply, or we cannot fulfil it, we refund the full amount paid for that request. This includes any bundled assessment fee and its delivery charge. We do not deduct an administration fee.
This promise relates to the medicine request. A separately booked consultation that has already taken place is a separate service and is covered below.
If you cancel a medicine request
If you cancel before dispensing begins, we refund the medicine request in full, including any bundled assessment fee and delivery charge.
Once dispensing has started, contact us promptly so we can check whether supply can be stopped. A change-of-mind refund for prescription medicine may no longer be available. If the order has not been dispatched, we refund its delivery charge. We explain any amount retained and the reason; your statutory rights remain unaffected.
Separately booked consultations
If you cancel a separately booked consultation before it starts, we refund its consultation fee. If GP-Hubs cancels and you do not accept a replacement appointment, we refund the fee.
Once a separately booked consultation has been provided, its fee is normally non-refundable simply because no prescription was issued. You are paying for clinical assessment and advice, not a guaranteed prescription. This does not affect your rights if the service was not provided with reasonable care and skill.
Delivery charges
When we decline or cannot fulfil a medicine request, we refund its full delivery charge, including any premium delivery fee. When you cancel before dispatch, we refund delivery charges.
For a change-of-mind return after delivery, where a statutory cancellation right applies, we refund the standard outbound delivery charge; the additional cost of a premium option need not be refunded. Faulty, incorrect, damaged or undelivered orders are handled separately below.
Faulty, incorrect, damaged or missing orders
Contact us promptly if your order is incorrect, damaged, missing or appears unsafe. Do not use affected medicine until the clinical or pharmacy team has advised you. We will investigate and arrange the appropriate remedy, including a replacement or refund where required. Necessary return costs for faulty or incorrect goods are covered by us.
Do not post medicines back without instructions. We will explain how to handle any affected medicine safely. Statutory rights are not restricted by this policy.
Returning medicines and other products
Prescription medicines do not have the same automatic 14-day change-of-mind cancellation right as ordinary online goods. Do not assume an unused medicine can be returned for a refund. Ask us before returning anything, and ask a local pharmacy about safe disposal of unwanted medicines.
For other goods where the statutory distance-selling cancellation right applies, notify us within 14 days of receipt and return the goods within a further 14 days. You pay the direct return cost for a change-of-mind return unless we agree otherwise. Exceptions can apply, including unsealed goods that cannot be returned for health protection or hygiene reasons. We explain any applicable exception; this does not affect rights for faulty or misdescribed goods.
How refunds are paid
HOSPITALNOTE LTD trading as GP Hubs receives payments and handles refunds. Refunds are returned to the original payment method without an administration fee. We aim to initiate an agreed refund within 5 working days; your bank or card provider may take additional time to display it.
Where a statutory deadline applies, we comply with it. For eligible returned goods, refunds are made within 14 days of receiving the goods back or evidence of return, whichever is earlier. Contact info@gphubs.com if an expected refund has not arrived.