Refund Policy
If our product doesn’t deliver what it promises, we refund you in full. No forms. No justification. One email.
How to request a refund
We have made the process as simple as possible. There are no forms to complete and no justification required within the 30-day period.
What the 30-Day Guarantee covers
The Guarantee covers educational value, not health outcomes. We do not and cannot guarantee any change to your health, clinical test results, diagnosis, or treatment. We guarantee that after working through the product you will feel meaningfully more informed and better prepared for your next clinical conversation. These are distinct commitments and the distinction is intentional.
The Guarantee applies if, after working through your HeartFirst product, you do not feel that it delivered on its promise, specifically, that it did not help you understand your heart-risk picture more clearly, identify what may be missing, or prepare a better conversation with your health team.
You do not need to explain, justify, or prove this. Your word is sufficient within the 30-day window.
Refund scenarios
Email us within 30 days with your purchase email address. No reason required. Full refund processed within 3 business days.
If you accidentally purchased the same product twice, email us immediately with both purchase email addresses. We will refund the duplicate in full.
If you haven’t received your product, contact us first, we will resend it. If we cannot resolve delivery within 2 business days, a full refund is available regardless of the 30-day window.
If you have attended the 30-minute preparation session and then request a refund within 30 days, we may deduct a €60 session delivery cost and refund the remaining €87. This reflects the delivered value of the live preparation session, which cannot be returned once provided. The digital-materials portion of the product remains covered by the 30-Day Guarantee.
After 30 days, refunds are not available under the Guarantee. We assess requests after this period only where a product materially fails to match its description, or where required by applicable consumer law.
Statutory EU and UK consumer rights
In addition to our 30-Day Guarantee, EU and UK consumers have statutory rights we are required to acknowledge.
Right of withdrawal: 14-day cooling-off period
Under EU Consumer Rights Directive (2011/83/EU) and equivalent UK legislation, consumers normally have a 14-day right to withdraw from a digital product purchase without giving any reason.
Because HeartFirst products are digital and normally delivered with instant access, checkout may require your consent to begin delivery immediately and your acknowledgement that this waives the statutory 14-day right of withdrawal once delivery begins.
If you do not wish to provide this consent, please do not complete the purchase. If a purchase is completed without immediate-delivery consent and the product has not yet been supplied, your statutory withdrawal right remains intact and you may request a full refund within the applicable withdrawal period by emailing [email protected].
Our 30-Day Guarantee provides broader protection than the statutory minimum in all cases.
Product conformity
If a HeartFirst product materially fails to conform to its description — for example, if a product is missing a component that was listed as included — you are entitled to a remedy regardless of the 30-day period. Contact us and we will resolve it promptly, as appropriate, whether by replacement, correction, or refund.
Your statutory consumer rights are not affected by these Terms. The 30-Day Guarantee operates alongside your legal rights and does not replace them. In any case of conflict between this policy and applicable consumer law, your legal rights prevail.
What happens after a refund
Upon processing a refund, your licence to use the purchased HeartFirst product is revoked. We ask that you delete any downloaded files. If you purchased Heart Risk Navigate or Prevent, your HeartFirst Members Circle access is also removed.
We do not chase or verify deletion. This is an honour-based process: we treat our customers as reasonable adults and ask them to treat our work with the same respect.
Note on the Prevent preparation session
The 30-minute preparation session included with Heart Risk Prevent should be booked within 30 calendar days of purchase using the booking link in your confirmation email. If it is not booked within this period, the session may no longer be available unless we agree an extension or applicable law requires otherwise.
If you are unable to book within 30 days because of circumstances genuinely outside your control, contact us. We will consider a reasonable extension.
Email: [email protected]
Subject line: “Refund request”
Include: the email address used at checkout. No further information required within 30 days.
We respond to all refund requests within 1 business day and process refunds within 3 business days.