Cancel E-Surgery the easy way

Service overview

E-Surgery is an online pharmacy and remote prescribing service run by Total Access Health LTD. It provides online consultations, private prescriptions and mail-order delivery of medication across the United Kingdom.

Core offerings

Main services include weight loss injection subscriptions, menopause consultation and treatment, acute medication orders and emergency products such as EpiPen. E-Surgery delivers prescriptions after online consultation and pharmacist checks.

Company facts

Phone cancellation

1. Call 01603 931600.
2. Provide order number, full name, delivery address and reason for cancellation.
3. Ask the agent to confirm whether your order has been dispensed by the pharmacy team.
4. If the agent confirms it has not been dispensed, request immediate cancellation and a confirmation email or reference number.
5. If the agent confirms dispensing has occurred, cancellation is not possible under E-Surgery policy.

Email cancellation

1. Send an email to [email protected] from the account used to place the order.
2. Include order number, name, address, date of order and clearly state Cancel.
3. Ask for written confirmation of cancellation and any refund timescale.
4. If no reply within 7 working days, escalate by sending a registered letter to the postal address and keep proof of posting.

Website / Help center

1. Visit the E-Surgery FAQ and refunds pages for cancellation instructions: Help and FAQ and Refunds, returns and cancellations.
2. Use account controls if an order status shows 'not dispensed' and select cancel, or submit the contact form requesting cancellation.
3. Save screenshots of order status and message thread as proof.

Post (registered letter)

1. Write a cancellation letter including order reference, full name, address and statement that you Cancel the order.
2. Post the letter by registered delivery to E-Surgery, The Enterprise Centre, University of East Anglia, NR4 7TJ Norwich, United Kingdom.
3. Keep proof of posting and signed delivery receipt.
4. Allow postal delivery time and then follow up by email if no confirmation is received.

Cooling-off period (change of mind)

If you ordered online you have a 14-day cooling-off period under the Consumer Contracts Regulations 2013. The 14-day period starts the day after the contract is entered. For prescription medication, the cooling-off right ends once the service has been provided or the medicine has been dispensed. E-Surgery states you can cancel up until the point when treatment is dispensed and checked by a pharmacist. Applicable law: Consumer Contracts Regulations 2013.

Proof required

Proof for cooling-off cancellation: order confirmation, date of order, and written cancellation request (email or registered letter). If medicine has been dispensed, E-Surgery will not accept return for safety reasons.

Price increase

If the price of a subscription rises mid-contract, check your terms and request cancellation if the increase breaches your original agreement. Save the original terms and the email or page showing the new price. If the contract terms are unfair or unclear you can raise the issue with Citizens Advice and the Competition and Markets Authority.

Proof required

Proof for price increase cancellation: original terms, notification of price rise from E-Surgery, order and payment receipts.

Moving abroad

If you move outside the United Kingdom so that E-Surgery cannot lawfully supply medication to you, request cancellation and provide proof of new address such as a utility bill or tenancy agreement. E-Surgery availability is listed for the United Kingdom only.

Proof required

Proof for moving abroad: supporting documents with new address and date of move.

Death of subscriber

If the subscribing customer dies, a representative can cancel the account. Provide the death certificate and proof of authority to act (estate executor or next of kin). Contact [email protected] and send scanned documents by secure email or registered post.

Proof required

Death certificate and proof of authority to act.

Legitimate ground accepted by E-Surgery

E-Surgery accepts cancellation where the prescriber cannot verify ID, where the prescriber deems medication unsafe based on questionnaire answers, or operational issues with the website. These exceptions are listed in E-Surgery's refunds and returns policy. Applicable law: Consumer Rights Act 2015 for service standards and MHRA guidance for medicines safety.

Proof required

Proof: correspondence from E-Surgery stating inability to verify ID, prescriber decision note or website error screenshots. Applicable law: Consumer Rights Act 2015.

Before you cancel - negotiate

E-Surgery does not publish standard retention discounts. Researched customer reports show delays for refunds and difficulty reaching phone support. To request a retention offer, contact [email protected] or call 01603 931600 and ask explicitly for a retention or loyalty offer. Save all replies and ask for a written offer including price and duration.

How to ask

Send an email with subject line 'Retention request - Order [order number]'. State the competing price you have found and request a price match or pause of subscription. Keep copies of all communications.

What cancelling saves you - yearly cost calculations

Example yearly costs for E-Surgery subscription services using published prices:

• Weight Loss Injection Subscription - Lowest Dose: £94.95 x 12 = £1,139.40 per year
• Weight Loss Injection Subscription - 2.5mg Dose: £109.95 x 12 = £1,319.40 per year
• Wegovy (from): assume £99.00 per month shown on site example - £99.00 x 12 = £1,188.00 per year
• Menopause Consultation & Initiation Treatment Service: single charge listed as £119.95 for a 3-month supply (not a monthly subscription)
• EpiPen one-off purchase: from £89.95

Cheapest real alternative and savings

The researched cheapest listed competitor is Westfield Health at £8.92 per month or £107.04 per year. Savings if you stop the E-Surgery lowest dose subscription and instead choose Westfield Health: £1,139.40 - £107.04 = £1,032.36 per year.

Key UK laws and regulators

Consumer Contracts Regulations 2013 provide a 14-day cooling-off period for online contracts. The Consumer Rights Act 2015 requires services to be performed with reasonable care and skill. Regulators relevant to E-Surgery include the General Pharmaceutical Council (GPhC), the Care Quality Commission (CQC) and the MHRA for medicines handling. The Competition and Markets Authority (CMA) monitors unfair auto-renewal and hard-to-cancel subscriptions.

When you have a dispute

First complain to E-Surgery using [email protected] and the refunds page: Refunds, returns and cancellations. If you do not get a satisfactory response, contact Citizens Advice for next steps: Cancelling a service you've arranged. For card payments, consider a chargeback or Section 75 claim with your card issuer for qualifying transactions.

Escalation path

1. Trader complaint to [email protected] and registered post. 2. Citizens Advice for mediation and rights guidance. 3. Card issuer for chargeback or Section 75 if applicable. 4. Report persistent unfair practices to the CMA and notify the GPhC or CQC if clinical safety or pharmacy regulation issues arise.

Check your bank / card

Confirm any refund timeline in writing and monitor your card for the refund. Reviews report delayed refunds after cancellation; keep all email confirmations and proof of cancellation if you need to escalate to your card provider for a chargeback.

Your account and data

Request account closure and data deletion if you no longer want E-Surgery to hold your personal data. Email [email protected] with subject 'Data deletion request' and ask for confirmation under data protection rights. Keep the acknowledgment email as proof.

Re-activation and switching providers

If you wish to re-activate, contact E-Surgery through the same channels. To move to another provider, arrange the new service and ensure prescriptions are not duplicated. For ongoing prescriptions, ensure your new prescriber is aware of any prior treatment and that there is no overlap that could incur double charges.

Use this checklist immediately when you decide to cancel:

• Find your order number and date of purchase.
• Call 01603 931600 and request cancellation; record the time and agent name if provided.
• Send an email to [email protected] stating Cancel with order details and request written confirmation.
• If you do not receive confirmation within 7 working days, send a registered letter to E-Surgery, The Enterprise Centre, University of East Anglia, NR4 7TJ Norwich, United Kingdom and keep proof of posting.
• Monitor your bank for refunds and keep all correspondence for at least 6 months.
• If medicine has been dispensed or dispatched, note that refunds are not accepted for medication and returned medication cannot be reused.