Refunds and cancellations
The Premier Wellness Assessment is one payment for a set of tests and a physician review. Some of it costs us money the moment it is arranged, so what we can refund depends on how far along you are. Here is the whole policy, in plain words, for anything bought on this page.
Before anything is scheduled or shipped: a full refund
Until a kit has shipped, a lab draw has been booked or a phlebotomist visit has been scheduled, you can cancel for any reason and we refund the full amount to the card you paid with. Just email us.
After a kit has shipped or a draw has been booked: a refund minus what has already been spent
Once a kit is on its way, or a lab or phlebotomist visit has been booked in your name, we refund everything except the cost of that kit and its shipping, or the lab or phlebotomist fee already paid on your behalf. We tell you the exact figure before we process anything. Add-ons that have not started yet, such as a DEXA scan or VO2 max test not yet booked, a consult not yet held, or a training program or support period not yet begun, are refunded in full.
Once your samples are collected: no refund, and the work continues
Once blood has been drawn or a kit sample has been returned, the panel is being run and the review is being written, and that cannot be undone. From that point the payment is not refundable, and you receive everything you paid for: the results, the physician review, the consultation and the roadmap.
Changing your mind about an add-on
You can drop an add-on you have not used yet at any time, for a full refund of that add-on, or add one later at the price shown on the page.
Rescheduling
Moving a draw, a scan or a consultation costs nothing. Email us, or reply to the confirmation you received.
If we cannot deliver something
If we cannot provide something you paid for, for example a test that is not available where you live, we refund that part in full, or the whole payment if you would rather not continue.
The 30-day credit
If you enroll in an HBD Annual Concierge membership within 30 days of your assessment or consultation, the full amount you paid for the assessment is credited toward that membership. The credit is taken off the program price; it is not paid out as cash, and it is yours alone, not transferable to somebody else.
How to ask
Email team@knowyourphysio.org with the reference from your receipt (it starts with pwa-). A person answers within one business day. An approved refund goes back to the card you paid with; banks usually show it within 5 to 10 business days.
If something has gone wrong
Talk to us first. We would rather put it right in a day than have you wait weeks on a card dispute.
This policy applies to purchases made on pwa.healthspanbydesign.co from 7 October 2026. Nothing here limits any right you have under the law where you live.