Cancellation and Refund Policy

This policy forms part of the Treatment Agreement you sign with us before treatment begins. It sets out the terms relating to appointment cancellations, treatment fees, deposits, and outstanding balances.

Deposits

Any deposit paid to secure your appointment is non-refundable if you cancel your appointment with less than 48 hours' notice or fail to attend your scheduled appointment without prior notice (a "Did Not Attend" or "DNA").

Treatment Cancellation Fee

If you choose to cancel your treatment after booking and before completion of the agreed treatment plan, you agree to pay a cancellation fee equal to 10% of the total treatment cost or £100, whichever amount is greater. This fee reflects the administrative costs, clinical planning, and appointment time reserved specifically for your treatment.

Assessment Fee

The full initial assessment fee of £85 remains payable upon cancellation of treatment. Where an introductory or promotional assessment fee (for example, £20) has been offered, this discounted rate is conditional upon proceeding with treatment. If treatment is cancelled, the promotional discount will no longer apply, and the balance of the full assessment fee will become immediately due.

Laboratory Fees

Where laboratory investigations, diagnostic tests, or other third-party services have been requested, ordered, processed, or submitted on your behalf, you will remain fully responsible for all associated laboratory and third-party charges, irrespective of whether you proceed with or complete your treatment. These costs are non-refundable once incurred by the practice.

Outstanding Fees

All fees arising from your cancellation, including but not limited to assessment fees, cancellation charges, laboratory costs, and any other outstanding balances, must be paid in full within the timeframe specified by the clinic. Failure to make payment within the required period may result in further recovery action.

Debt Recovery

If any monies remain unpaid after the specified payment period, the practice reserves the right to refer the outstanding balance to a debt recovery agency or commence legal proceedings to recover the amount owed. You acknowledge that any reasonable costs incurred in recovering outstanding debts, where legally recoverable, may also become your responsibility.

Refund Policy

No refunds will be issued for any services that have already been provided, including but not limited to consultations, assessments, treatment planning, clinical appointments, laboratory investigations, or any work undertaken on your behalf. Refunds will not be given for services that have been partially or fully completed.

Agreeing to this policy

You will be asked to confirm your agreement to this policy in writing at the practice before treatment begins. If anything here is unclear, please ask; we are always happy to talk it through before you sign. You can reach us any time via our contact page.