Cancel Optimale the easy way

Service overview

Optimale provides medical and wellbeing services with an online-first model that includes blood testing, remote and face-to-face consultations, and prescription subscriptions for treatments such as testosterone replacement and hair loss medication.

Who uses Optimale

Optimale targets adults seeking private assessment and treatment for hormonal health, hair loss and related wellness programmes through remote consultations and repeat medication subscriptions.

Company facts

Web portal - step by step

1. Sign in to your Optimale account on the website.
2. Go to My Subscriptions or Orders and select the active plan you want to cancel.
3. Click Cancel subscription or Manage - Cancel and follow the prompts.
4. Save any confirmation screen and wait for a confirmation email; if none arrives, send a follow-up to [email protected] and include the screenshot.
5. If charged after cancellation, prepare evidence: timestamped screenshots, confirmation email, bank statement.

iOS and Android - step by step

1. For subscriptions billed via Apple or Google, cancel inside the App Store or Google Play subscriptions area to stop future renewals. This stops OS-billed renewals directly from Apple/Google.
2. If Optimale still bills, log in to Optimale and cancel the account subscription as well using the web portal.
3. Retain app-store cancellation receipts and screenshots.

Email - step by step

1. Compose an email to [email protected] with subject line "Cancel subscription - [Your name]" and include full name, account email, subscription name and last 4 digits of payment method.
2. Request a written confirmation and keep your sent mailbox copy.
3. If no reply within 5 working days, escalate by recorded post.

Post (Recorded Delivery) - step by step

1. Write a clear letter stating you want to cancel the subscription immediately and that you require an end-of-contract notice. Include name, account email, subscription name and payment details (last 4 digits).
2. Send to Optimale, Crown Way, CF14 3UZ Cardiff, United Kingdom by Recorded Delivery and keep the receipt.
3. If you are charged after delivery, use the recorded delivery proof to dispute the charge with your card issuer or show to Citizens Advice.

Phone - step by step

1. If a phone number is provided in your account or communications, call and ask for immediate cancellation and an end-of-contract notice in writing.
2. Record the date, time and name of the agent. Follow up by email or recorded post for documentary proof.

Moving abroad

If you permanently move and cannot receive the service in the new location, send proof of address change (utility bill, tenancy agreement) plus a cancellation request to [email protected] or by Recorded Delivery to the Cardiff address. Cite your relocation date and request an end-of-contract notice.

Applicable law: Consumer Contracts Regulations 2013 cooling-off rights may apply for distance contracts.

Price increase

If Optimale raises the subscription price mid-contract and you do not accept the new price, notify Optimale in writing and request termination. Keep the price-change notice and your cancellation request. Under the Consumer Rights Act 2015 unfair contract terms are not binding if they permit disproportionate penalties.

Death of the subscriber

An executor or next of kin should send a copy of the death certificate and a written cancellation request by Recorded Delivery to the postal address. Provide the account holder name and account email to speed processing.

Legitimate grounds accepted by Optimale

Research indicates Optimale accepts standard grounds such as inability to receive service and changes to medical eligibility. Send supporting medical letters or clinic notes as proof where relevant.

End of commitment

If you have reached the end of a paid term, cancel before the renewal date. Optimale requires notice before your next billing date; specific notice duration from Optimale - Not published by Optimale.

Cooling-off (14 day cancellation right)

For contracts concluded online or off-premises you have a 14 day cooling-off period under the Consumer Contracts Regulations 2013. The period starts the day after contract conclusion for services and the day after goods are received for goods. To cancel, notify Optimale in writing within 14 days. If services were performed during the period, Optimale can charge for the service provided until cancellation.

Relevant law: Consumer Contracts Regulations 2013; Consumer Rights Act 2015.

Before you cancel - negotiate

Optimale historically offers no public, standard retention deals in the research data. To request a retention offer, send a polite email to [email protected] with your account details and request a reduced rate or pause for a specified period. Mention any competing price you have documented and ask for a written offer. If Optimale offers a bespoke discount, obtain it in writing before you accept.

What cancelling saves you - yearly savings

Compute the annual saving by stopping the monthly subscription price multiplied by 12 or cancelling annual items. Example calculations using published prices:

• Sustanon subscription - £59.99 monthly - 12 x £59.99 = £719.88 per year saved.
• Testosterone Cypionate subscription - £109.99 monthly - 12 x £109.99 = £1,319.88 per year saved.
• Testosterone Enanthate subscription - £99.99 monthly - 12 x £99.99 = £1,199.88 per year saved.
• Enhanced Blood Test (venous) - one-off £64.95 - saving is £64.95 if you avoid repeat tests.
• Initial Low Testosterone Blood Test (finger-prick) - £33.95 one-off.

Cheapest real alternative for testing: Superdrug clinic venous test visit costs between £20 and £40 for clinic appointment fees in addition to the test. For example, a venous test via partner clinics adds a clinic visit fee of £20 to £40 to the test price.

Consumer law that applies

In the United Kingdom your key protections include the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Unfair contract terms permitting disproportionate cancellation penalties can be challenged under the Consumer Rights Act 2015.

Cooling-off and refunds

The Consumer Contracts Regulations 2013 give a 14 day cooling-off period for distance and off-premises contracts. The cooling-off period begins the day after the contract is entered into for services. If you cancel under cooling-off, Optimale must refund amounts paid, minus any charge for services already provided with your express consent.

Auto-renewal and enforcement

The Competition and Markets Authority treats hard-to-cancel subscriptions and unclear auto-renewal terms as potential unfair practices. If Optimale makes cancellation difficult, you can escalate the complaint to Citizens Advice for guidance.

How to escalate a dispute

First complain directly to Optimale in writing. If unresolved, contact Citizens Advice or use Section 75/chargeback via your card issuer for qualifying card payments. For statutory references see the cooling-off provisions at legislation.gov.uk - cooling-off rights and further guidance at Citizens Advice - cancelling a service. For statutory duties on consumer contracts see legislation.gov.uk - section 261.

Check access and final bills

After cancellation confirm your access has ended and request an end-of-contract notice in writing. Check your bank or card statement for further charges for at least 45 days after your cancellation date; prepare to dispute any unauthorised charges with the card issuer using your cancellation proof.

Data and prescriptions

Ask Optimale for a copy of your medical records if you want to keep notes or transfer care. For prescription medicines, request details of the last prescription sent and whether any repeat prescriptions remain active with a pharmacy.

Re-activation

If you choose to rejoin later, request a written confirmation of any new fees or medical reassessment requirements. If there is a charge for re-activation Optimale must make the fee clear before you accept it.

Use this checklist to cancel with maximum protection and minimise the risk of further charges.

• Locate your account email and subscription name.
• Take screenshots of your active subscription page and billing history.
• Send a cancellation request via the web portal and save confirmation.
• Send the same cancellation request by email to [email protected] and keep the sent message.
• If you prefer maximum proof, send a signed letter by Recorded Delivery to Optimale, Crown Way, CF14 3UZ Cardiff, United Kingdom and keep the receipt.
• If charged after cancellation, gather proof (confirmation screen, email, recorded delivery receipt, bank statement) and contact your card issuer for chargeback or Section 75 where eligible.
• If you cancel within 14 days, reference the Consumer Contracts Regulations 2013 and request a refund for unused services.