Cancellation Policy

This Cancellation Policy governs the cancellation of orders and subscriptions placed through www.mojohealth.net and forms part of the binding agreement between you and us together with our Terms and Conditions, Refund Policy, Return Policy, Shipping Policy, and Subscription Policy. By completing a purchase you confirm that you have read, understood, and agreed to this Cancellation Policy in full.

1. One Off Orders
[1.1] Once an order has been placed and payment has been authorised the order enters our fulfilment process. [1.2] We are unable to guarantee cancellation of any order after payment has been authorised. [1.3] Where an order has been dispatched it cannot be cancelled and the customer must follow the Return Policy where eligible. [1.4] Cancellation requests for one off orders must be made within 1 hour of order placement by emailing website@mojohealth.net and remain subject to our sole discretion and the order's fulfilment status at the time the request is received. [1.5] We reserve the right to fulfil any order for which payment has been collected prior to a cancellation request being received and confirmed in writing by us and such fulfilment does not obligate us to issue a refund. [1.6] Where an order has been cancelled before dispatch and a refund is issued, shipping costs already incurred including any pre-paid carrier service fees may be deducted from the refund at our discretion.

2. Subscription Cancellation
[2.1] Subscription cancellation requests are only valid when submitted through the designated cancellation process via the customer account portal. [2.2] Cancellation requests made through any other channel including social media, live chat, telephone, email, postal mail, third party review platforms, or any other channel outside the designated cancellation process do not constitute a valid cancellation and the customer remains liable for all charges until a valid cancellation is confirmed in writing by us. [2.3] To cancel a subscription the customer must log into the customer account portal, locate the active subscription, and complete the cancellation steps in full to completion. [2.4] A cancellation is only confirmed once the customer receives a written cancellation confirmation email from us. [2.5] A cancellation process initiated but not completed through the designated portal does not constitute a valid cancellation and the customer remains liable for all subsequent charges. [2.6] It is the customer's responsibility to retain the cancellation confirmation email as proof of cancellation. [2.7] Cancellation must be completed in full and confirmed in writing by us before the next scheduled billing date to avoid the next charge. [2.8] Cancellation requests received after the next billing cycle has commenced will take effect from the following billing cycle and the most recent charge remains due and payable.

3. Minimum Commitment Period
[3.1] Where a subscription has been entered into via a trial offer or where a minimum commitment period applies the customer remains liable for all charges falling within that minimum commitment period regardless of cancellation. [3.2] The minimum commitment period for trial originated subscriptions comprises three full price charges following the trial period as set out in our Refund Policy and Subscription Policy. [3.3] Cancellation during the minimum commitment period prevents future billing beyond that period but does not entitle the customer to a refund, credit, pause, or waiver of any charge taken within the minimum commitment period. [3.4] No refund, credit, pause, or waiver shall be issued in respect of any charge falling within the minimum commitment period including where the customer claims non use, dissatisfaction, change of mind, or unawareness of the subscription terms. [3.5] The customer remains liable for all charges falling within the minimum commitment period notwithstanding any cancellation, suspension, or non use of the product.

4. Effect of Cancellation
[4.1] A validly completed cancellation stops future billing only and does not entitle the customer to a refund of any charge already processed including the most recent charge taken immediately prior to the cancellation request being received. [4.2] Where a subscription charge has been processed and the associated product has been dispatched no refund shall be issued regardless of whether the customer has received, opened, or consumed the product. [4.3] We reserve the right to fulfil any order for which payment has been collected prior to a valid cancellation being received and confirmed and such fulfilment shall not obligate us to issue a refund. [4.4] Cancellation does not retrospectively invalidate any charge taken under the subscription and the customer remains bound by all obligations arising before the date of cancellation.

5. Courtesy Early Cancellation
[5.1] In certain circumstances and entirely at our discretion we may offer a courtesy early cancellation outside of the standard cancellation process set out in this Policy. [5.2] Any such courtesy cancellation is a unilateral goodwill gesture and does not constitute a waiver, release, or satisfaction of any charges already processed, accrued, or due under the subscription agreement or minimum commitment period. [5.3] The granting of a courtesy early cancellation does not affect, diminish, or extinguish any rights we hold under our Terms or at law and all previously collected charges remain valid, authorised, and non refundable. [5.4] A courtesy early cancellation shall not be construed as an admission of liability, an acknowledgement of any dispute raised by the customer, a concession as to the validity of any chargeback or reversal request, or a precedent binding us in any future case. [5.5] Where a customer who has been granted a courtesy early cancellation subsequently initiates or maintains a chargeback, payment dispute, or reversal with their bank or payment provider in respect of any charge covered by the subscription agreement, such action constitutes a breach of the goodwill basis on which the courtesy cancellation was granted. [5.6] In those circumstances we reserve the right to withdraw the courtesy cancellation, reinstate the subscription agreement, pursue recovery of all outstanding minimum commitment charges in full, and submit all available evidence to the relevant payment processor including the record of courtesy cancellation as confirmation that the customer acknowledged the validity of the subscription. [5.7] The customer's acceptance of a courtesy early cancellation constitutes acknowledgement that the subscription was validly entered into, that all charges processed to the date of cancellation were authorised and correctly taken, and that no grounds exist for any chargeback, reversal, or dispute in respect of those charges.

6. United Kingdom and European Union 14 Day Cancellation Right
[6.1] Where the merchandise is being shipped within the United Kingdom under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or into the European Union the customer has the right to cancel the order within 14 days for any reason and without justification. [6.2] To exercise this right the item must be in the same condition as received, unopened and unused, with the original seal intact, and in its original packaging, accompanied by the receipt or proof of purchase. [6.3] As permitted under the above Regulations and applicable EU consumer protection legislation, this right does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons where those goods have been unsealed after delivery, and all dietary supplement products supplied by us fall within this exemption. [6.4] The right to cancel is lost once the original seal is broken. [6.5] Where a cancellation right applies it does not extend to subscription charges taken after the initial 14 day window has elapsed and the customer remains bound by the subscription terms in respect of all subsequent charges. [6.6] To exercise the 14 day cancellation right the customer must contact us at website@mojohealth.net within the 14 day window and follow the return process set out in our Return Policy. [6.7] The customer is responsible for the cost of returning the goods unless the goods are faulty or incorrectly supplied.

7. Trial Orders
[7.1] Trial orders are governed exclusively by the terms set out in our Refund Policy and Subscription Policy. [7.2] Trial orders are not eligible for cancellation once dispatch confirmation has been issued. [7.3] Any trial product for which a dispatch or shipping confirmation has been issued is considered fulfilled and is not eligible for return, refund, or cancellation regardless of whether the item has been opened, consumed, or received by the customer. [7.4] The transition of a trial order into a paid subscription does not constitute a separate purchase requiring further consent and the customer remains bound by the subscription terms accepted at the point of trial. [7.5] To prevent the trial transitioning into a paid subscription the customer must complete the subscription cancellation process via the customer account portal before the trial period ends and receive written cancellation confirmation from us. [7.6] Failure to complete a valid cancellation before the trial period ends shall result in the subscription continuing on the terms agreed at the point of trial acceptance with no right of refund or credit for any subsequent charge.

8. Reinstatement and Refusal of Service
[8.1] We reserve the right to refuse to reinstate a cancelled subscription and to refuse to provide future service to any customer at our sole discretion. [8.2] Where a subscription has been cancelled as a result of fraud, abuse, breach of these terms, or initiation of a chargeback we shall not be obliged to offer the customer any future trial, subscription, or promotional offer.

For any cancellation enquiry please contact us at website@mojohealth.net. Please note that emailing us does not constitute a valid subscription cancellation under clause 2. Subscriptions must be cancelled through the customer account portal.