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AiONAiON

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. Menopause and Men's Health results guarantee (from the third month)

The Menopause and Men's Health programmes include the AiON results guarantee: if your doctor has signed your treatment, you follow it as instructed and, on completing the third month, you notice no improvement in the symptoms you started with, we will refund the full amount paid for the programme, on the terms indicated in the guarantee on the checkout page.

This guarantee is subject to all of the following conditions:

  • It applies from the third month of treatment — counted from the start of your plan or, if your doctor asked for a blood test or a report, from the day of that test — on any programme length, including the monthly plan, provided the checkout page includes the guarantee.
  • Having followed the treatment as prescribed by your doctor for at least three months and completed the monthly medical reviews, telling your doctor in them how your symptoms are evolving, so that your doctor has been able to adjust the treatment.
  • Having provided truthful information during the assessment and follow-up.
  • Requesting it within 30 calendar days of the end of the assessed period (the third month or the completion of the treatment), by writing to aion@aiontm.com with your order number.
  • It applies only once per person.

Improvement is assessed by comparing the symptoms you reported in your initial assessment with those you report in your reviews at the end of the assessed period.

If your doctor does not sign a treatment — because of your blood pressure or for any other clinical reason, including when the hormone study's blood test does not confirm the indication — there is no need to use this guarantee: the refund is governed by section 1 and, in the case of blood pressure, the amount is refunded within 7 calendar days.

Once compliance with the conditions has been verified, we will refund the full amount of the programme within a maximum of 14 calendar days, using the same payment method used for the purchase. On the monthly plan, the programme amount is the instalments paid during the assessed period. The guarantee covers the programme; it does not include the added weight treatment or other products purchased separately.

The guarantee does not apply if the treatment is discontinued at the user's own decision or due to failure to follow medical instructions, or for reasons attributable to false or incomplete information.

4. 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.

5. 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