What do I do if I want to cancel my booking?

Email **support-uk@nekohealth.com** (UK customers) or **hello@nekohealth.com** (everyone else). State your booking reference and whether you want (a) the booking token released so you can rebook later, or (b) a full refund to your original card. Neko's help centre confirms both options. Do this more than 24 hours before your appointment to guarantee a refund.

How do I reschedule my appointment?

Just email support-uk@nekohealth.com (UK) or hello@nekohealth.com and ask to reschedule. Neko's help centre says the team will swap your booking to a new date, there's no late-rescheduling fee. The earlier you ask, the more slot availability you'll have; Neko's Marylebone and Spitalfields London centres are heavily booked from a 100k+ waiting list.

Why do I pay upfront?

Neko's £299 fee is taken at the time of booking because each scan reserves a one-hour slot with both the scanner and a doctor. Paying upfront keeps no-show rates low. If you cancel more than 24 hours before the appointment you can request the full £299 back; inside 24 hours Neko reserves the right to keep the payment.

Can I get a refund if I'm not happy with my Neko scan?

Yes, Neko's support page states that if you're not completely satisfied with your scan, tell them within 7 days and they'll issue a full refund. Email **hello@nekohealth.com** (or support-uk@nekohealth.com in the UK), reference your appointment date, and explain why the scan didn't meet expectations. Keep it factual; the 7-day window is firm.

Is Neko Health a subscription?

No. Neko is a **one-off £299 body scan**, not a recurring membership, confirmed by Neko's CEO in press coverage. The company recommends an annual repeat scan (sometimes at a £50 returning-customer discount), but nothing auto-renews. If you booked a follow-up at the clinic and changed your mind, email support to cancel it; no card will be charged again unless you actively rebook.

What if Neko Health ignores my cancellation email?

Trustpilot reviewers do report slow replies. If support-uk@nekohealth.com or hello@nekohealth.com doesn't respond within 5 working days, (1) reply on the same thread so it dates your original request, (2) raise a Section 75 chargeback with your credit-card issuer for purchases £100, £30,000 (or a debit-card chargeback), and (3) for clinical-care issues, escalate to the Care Quality Commission, where Neko Health London Limited is registered.

Is there a cancellation fee for Neko Health?

No explicit fee. Neko's help centre states they don't have a late cancellation policy, so there's no separate penalty charge. The risk is purely that if you cancel **inside 24 hours** of the appointment, Neko can keep the £299 you already paid. Outside 24 hours, a cancellation is free and refundable.

Can I cancel a Neko Health annual follow-up scan I booked at the clinic?

Yes. Many customers reserve next year's slot at the end of their appointment (often with a £50 discount). To cancel that future booking, email support-uk@nekohealth.com with the date and ask for cancellation plus refund of any deposit. As long as you're more than 24 hours out, the full amount comes back.

REFUND GUIDE

How to Get a Neko Health Refund on £299.

Q: How long does a Neko Health refund take?

Neko doesn't publish a specific refund processing window. Payments are handled by Stripe, so refunds typically land back on your card within 5 to 10 working days once Neko triggers them. If yours hasn't arrived after 10 working days, reply to your original support thread asking for the Stripe refund reference, then ask your card issuer to trace it.

Neko Health refunds are per-order, and their own policy gives you a 7-day window. Miss it and you still have tools, a clear email, a card-issuer chargeback. Here's the playbook.

Last verified 15 Jun 2026 against Neko Health’s own Terms · UK, US, and EU rights covered below

The short answer

Neko Health charges £299 upfront for a one-off body scan. If you cancel or reschedule more than 24 hours before your slot, you get a full refund or a token to rebook. Cancel inside 24 hours (or no-show) and Neko can refuse a refund. Separately, the UK support page promises a full refund if you tell them within 7 days of your scan that you weren't completely satisfied.

Or let yoink chase the refund.

30 seconds to set up. yoink emails Neko Health, cites the policy, escalates if ignored, and surfaces the win when the money lands.

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What Neko Health actually says

“We reserve the right to refuse a refund of payment in advance for the Services if you cancel the visit later than 24 hours before the agreed appointment (as set out in Section 9.1) or if you do not show up for the appointment.”
, verbatim from Neko Health’s terms

7-day cancellation windowPro-rata refund: no

How long does a Neko Health refund take?

Most merchants agree to a straightforward refund within 1 to 3 working days of a well-written email request. Once agreed, the money itself takes another 3 to 5 working days to land, that part is card-network processing and no merchant can skip it. If nothing has arrived 10 working days after a written “refund approved”, reply on the same thread asking for the ARN (acquirer reference number), which your bank can trace.

Note Neko Health’s own policy works on a 7-day window, ask inside it and the request is routine; outside it you’re relying on goodwill or statutory rights.

What you can claim

The law where you live is the strongest hook, lead with it when you contact the company.

United Kingdom

Section 75, Consumer Credit Act
Credit card issuer is jointly liable. £100-£30,000.
For UK credit-card charges between £100 and £30,000, your card issuer is jointly liable with Neko Health for any breach. Call your bank, say “Section 75 claim”, send evidence. Usually resolved in 2-4 weeks.
Consumer Contracts Regulations 2013
Full refund within the 14-day window.
Inside 14 days of starting any Neko Health subscription, you’re entitled to a full refund of any payment taken, no questions, no policy override.
Citizens Advice + Trading Standards
For repeated bad-faith refusals.
Free escalation lane: file with Citizens Advice (08082231133), they pass it to Trading Standards. Slow (8-12 weeks) but creates a paper trail Neko Health can’t ignore.

Worldwide

Card-issuer chargeback
Visa/Mastercard chargeback works everywhere they do.
Open a chargeback for “subscription not cancelled” or “services not as described”, your bank initiates, Neko Health has ~45 days to defend. Works regardless of where Neko Health is headquartered.
PayPal Buyer Protection
If you paid via PayPal, open a dispute.
PayPal’s Buyer Protection covers “item not as described”, applies to services that didn’t deliver. Resolution typically within 20 days.

Rights in other regions (United States, European Union)

United States

Fair Credit Billing Act (FCBA)
Dispute any credit-card charge in writing within 60 days.
For US credit-card payments, the FCBA gives you 60 days from the statement date to dispute a Neko Health charge in writing. Your card issuer is required to investigate and may withhold the disputed amount during the process.

European Union

Consumer Rights Directive 2011/83/EU
14-day withdrawal across all EU member states.
EU-wide statutory right to withdraw and recover any payment within 14 days of subscription start. Mirrored in local law in every EU country.
ECC-Net cross-border escalation
EU Consumer Centre network mediates against EU sellers.
If Neko Health is based in another EU country, your local European Consumer Centre will mediate the dispute for free. List of national contacts at commission.europa.eu.

The Neko Health refund email

Email the right address
Use hello@nekohealth.com, the route yoink has verified actually gets read for Neko Health.
Use a clear subject line
Subject: Refund Request, [your account email]

Send this body

Hi Neko Health team,

I'm requesting a refund for my Neko Health order (reference [order number], placed on [date], for [amount]). I'm within the 7-day window your policy allows for this.

Please process the refund to my original payment method and confirm by reply.

Best,
[your name]

Wait 7-14 days, then escalate
If you haven’t heard back in 14 days, escalate via the regional route above, a card-issuer chargeback works in every market.

Refund FAQ for Neko Health

Neko Health says it does **not** have a late cancellation policy, meaning you won't be charged a separate late-cancel fee. But the terms still let Neko refuse a refund if you cancel **less than 24 hours** before your slot or no-show. If you need to reschedule, email the team and they'll move your booking token to a new date at no charge.