Legal

Refund Policy

When you can get your money back, and how.

Last updated: 27 April 2026

Email us before report generation begins and we will refund you in full. Once generation has begun (usually within minutes of payment), the report is bespoke digital content and cannot be cancelled. If something goes wrong on our side, for example the report fails, is delivered late, or contains a clear error we cannot fix, we will refund you. Your statutory rights are not affected.

1. Why this policy looks the way it does

A Distil report is personalised digital content generated specifically for you, immediately after payment. Once we have run your answers through our pipeline, generated the recommendations, performed safety checks, and rendered the report, the work is done. The output cannot be "returned" because there is nothing physical to return, and it cannot be resold because it is unique to you.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 reflect this: under Regulation 37(1)(a), the standard 14-day cancellation right for digital content is lost once the consumer has expressly consented to immediate performance and acknowledged that consent. We make this consent explicit at the point of order. See Section 3 below.

2. When you get a full refund

Pre-generation cancellation, our error, our delay, or a serious problem with the report you received.

You are entitled to a full refund in any of the following cases:

Situation	Refund
You email [email protected] requesting cancellation before report generation has begun.	Full refund, processed within 7 working days.
Your questionnaire indicates a gating condition (active cancer treatment, current pregnancy, or breastfeeding) and we decline to generate the report.	Full refund, processed automatically within 7 working days.
We fail to deliver your report within 7 days of payment for any reason.	Full refund on request, or you may choose to wait. We will tell you which.
The report fails our internal quality control and we cannot regenerate a clean version.	Full refund, processed automatically within 7 working days.
The report you receive is not as described in our Terms of Service (for example, missing entire sections, or referencing somebody else's profile).	Full refund or regeneration at your choice, under your statutory rights.
The report contains a substantive factual or safety error that we are unable to correct on review.	Full refund or correction at your choice, under the Consumer Rights Act 2015.

3. The consent at checkout

Before you submit your questionnaire, you tick a box agreeing that your report will be generated immediately after payment, and that you waive your 14-day cancellation right in exchange for receiving the personalised content right away.

The wording you tick is, in substance:

"I consent to Distil beginning generation of my personalised report immediately after payment. I understand that this means I lose my statutory 14-day right to cancel under the Consumer Contracts Regulations 2013 once generation has begun. I have read the Terms of Service, Privacy Policy, and Refund Policy."

If you do not tick the box, you cannot submit the questionnaire and no payment is taken.

4. When you do not get a refund

You are not entitled to a refund in these cases:

You changed your mind after the report was generated and delivered.
You did not act on the recommendations.
You did not see the health outcomes you hoped for. Supplements are not guaranteed to produce specific results, and we never claim otherwise.
You provided inaccurate information in your intake and the report reflected that information faithfully. We rely on what you tell us.
You bought supplements based on the report and were unhappy with the brand or product. We do not sell supplements; the retailer's own returns policy applies to the physical product.
You disagree with a recommendation that is supported by the cited evidence in the report.

5. How to request a refund

Email [email protected] from the address you placed the order with.
Include your order reference (in the confirmation email) or the email address used to order.
Tell us briefly why you are requesting a refund.

We aim to respond within 2 working days. Approved refunds are processed via Stripe back to the original payment method within 7 working days. Stripe may take an additional 5 working days to credit your card or account.

6. Goodwill

This policy sets out when you have a right to a refund. Outside of those cases, we may at our sole discretion offer a partial refund, a regenerated report, or a credit for a future report. Discretionary goodwill does not create any precedent or right to a refund in similar future cases.

7. Your statutory rights

Nothing in this policy affects your statutory rights as a UK consumer, including those under the Consumer Rights Act 2015 (services performed with reasonable care and skill, fit for purpose, and as described) and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you believe we have not honoured those rights, please contact us first so we can put it right. If you remain unsatisfied, you can seek free advice from Citizens Advice consumer service or escalate via your bank's chargeback process if applicable.

8. Contact

For refund requests or questions about this policy:

Email: [email protected]