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Draft for review. Highlighted [TODO] items are awaiting confirmation.

Help Centre

Can't find what you need? Contact us at [TODO: support email] or [TODO: other contact channels and opening hours]. We aim to reply within [TODO: response time].

Founding deposit and refunds

What is the £5 founding deposit?

It reserves your place as a founding member. Each membership (Essentials, Transform and Elite) has the same £5 deposit.

Can I get my deposit back?

Yes. If you change your mind within 30 days of paying it, contact us and we'll refund the full £5 to your original payment method. [TODO: how to request: email or account link; refund processing time]

What happens to my deposit when my membership starts?

[TODO: confirm whether the £5 is credited against your first payment]

What is the founding price?

The Essentials standard price is £45/mo. The first 500 founding members pay £39/mo, and keep that price for as long as their membership stays active. If you cancel and later rejoin, the standard price applies. Transform (£129/mo) and Elite (£299/mo) have no separate founding price.

Do I have other cancellation rights?

Yes. As well as the 30-day deposit refund, you have your statutory rights under UK consumer law, including the 14-day cancellation period for online purchases. [TODO: legal review of how this applies to the membership and to tests/treatment once used]

Memberships and billing

How much does each membership cost?

Essentials: £45/mo or £450/yr (founding members £39/mo)
Transform: £129/mo or £1,290/yr
Elite: £299/mo or £2,990/yr; add a partner for £199/mo

Prices include VAT. [TODO: confirm VAT treatment with accountant]

Is prescription treatment included?

On Transform and Elite, treatment is only provided if a clinician decides it's suitable for you. It's priced separately, and we show you the full monthly total before you pay anything.

When will I be billed?

[TODO: billing start date, billing day each month, payment methods accepted]

Will you remind me before renewal?

[TODO: renewal reminder policy, e.g. annual plans reminded X days before renewal]

Can I switch memberships?

Yes. [TODO: how upgrades/downgrades work and when price changes take effect]

Delivery

How does delivery work?

Your first month arrives as a welcome kit in a small parcel, with a strip dispenser and your blood-test kit. After that, a slim pack that fits through your letterbox arrives each month by Royal Mail.

Where's my prescription treatment?

Prescription items are dispensed and sent separately by our GPhC-registered partner pharmacy [TODO: name], on tracked delivery, timed to arrive around your monthly pack date.

Who sends my blood-test kit?

It comes directly from our lab partner [TODO: name] in your test month.

Do you deliver outside the UK?

[TODO: delivery area]

My pack is late or damaged.

Cancellation

How do I cancel?

You can cancel online from your account. [TODO: exact steps]

Is there a minimum term or notice period?

[TODO: minimum term and notice period]

What happens to the founding price if I cancel?

The founding price ends when your membership ends. If you rejoin later, the standard price applies.

Testing and results

See [What we test](what-we-test.md) for how sampling and results work. Bejka tests are for wellness information and don't replace your GP.

Supplements and safety

Is Bejka suitable for me?

If you are pregnant, breastfeeding, taking medication, under medical supervision or under 18, speak to your doctor before taking food supplements. [TODO: confirm minimum age and any exclusions with regulatory consultant]

Do you make vegan strips?

We can use algal omega-3 for vegan strips. [TODO: confirm full vegan availability, including capsule shells]

What about allergens?

[TODO: allergen information from manufacturer, e.g. fish in omega-3]

Your data and privacy

What data do you collect?

The details you give us at sign-up, your questionnaire answers and your blood results. Health data is special category data under UK GDPR, and we treat it with extra care.

Do you sell my data?

No.

Who sees my results?

Only the people who need to in order to deliver your membership: our lab partner, your coach, and on Transform and Elite, your clinician. [TODO: confirm processors and data flows]

Can I see or delete my data?

Yes. You can ask for a copy of your data or ask us to delete it. [TODO: how to request; retention periods; data controller and ICO registration number]

Read our full [TODO: privacy policy link] and [TODO: terms and subscription terms link].

Complaints

[TODO: complaints process, and for clinical services, the relevant regulator/escalation route]

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