Refund Policy
This policy governs the refund scenarios applicable to AiON's telemedicine programmes and to the physical items included in them. We want the rules to be clear before you contract.
1. Nature of the service
Our programmes are personalised telemedicine services. Provision begins when the medical assessment of your case commences, which the user expressly consents to when contracting.
If you withdraw within 14 calendar days of contracting and before the medical assessment begins, we will refund the full amount. If provision has already begun, the proportional part of the service provided will be deducted; and if the service has been fully performed, no refund will be due on withdrawal, pursuant to Article 103(a) of Royal Legislative Decree 1/2007. Cancelling the renewal of your subscription is different from withdrawal: it takes effect at the end of the current cycle and does not, by itself, entitle you to a refund of the cycle already started.
If the medical assessment concludes that you are not a clinical candidate for the programme, we will refund the amount paid, deducting, where applicable, the cost of the medical assessment already carried out where this was indicated on the checkout page.
2. Weight-loss guarantee (from the third month)
Weight-loss plans include the AiON weight-loss guarantee: if you follow the medical team’s guidance and, on completing the third month of treatment, you have not lost weight, we will refund the full amount paid for the plan, on the terms indicated in the guarantee on the plan’s checkout page.
This guarantee is subject to all of the following conditions:
- It applies from the third month of treatment, on any plan that expressly includes the guarantee on its checkout page.
- Having completed at least three months of treatment and verifiably complied with the personalised plan: the medical team’s guidance, the weight and follow-up records requested, and attendance at scheduled consultations and check-ins.
- You must have provided truthful information during the assessment and follow-up.
- Requesting it within 15 calendar days of the end of the assessed period (the third month or the completion of the treatment).
Weight loss will be determined by comparing the weight recorded at the start of the programme with the weight recorded at the end of the assessed period, according to the programme’s own follow-up records.
Once compliance with the conditions has been verified, we will refund the full amount of the plan within a maximum of 14 calendar days, using the same payment method used for the purchase.
The guarantee does not apply if the treatment is discontinued at the user's own decision, due to non-compliance with the personalised plan or the medical instructions, or for reasons attributable to false or incomplete information.
3. Physical items
Physical items that arrive damaged or broken are covered by the 14-day replacement guarantee set out in the Shipping Policy: the item is exchanged for a new one; no refund is available through this route.
This is without prejudice to the consumer's statutory conformity rights.
4. How to request a refund
Write to us stating your name, order number and the reason for your request. We will review your case and respond within a maximum of 7 working days.
Approved refunds are paid using the same payment method used for the purchase, within a maximum of 14 calendar days from approval.
Contact
AION MEDTECH, S.L.
Carretera de Mendavia 11, Pabellón 15
26009 Logroño (La Rioja), España
aion@aiontm.com