Booking, Cancellation & Refund Policy

1. Purpose

This policy explains the terms that apply to bookings, cancellations, refunds, late attendance, non-attendance, rescheduling requests and selected clinical services booked through Alan James Clinics.

Our aim is to be fair and reasonable while protecting clinician time, laboratory costs, travel commitments and administrative resources reserved specifically for each patient.

2. Scope

This policy applies to bookings made directly with Alan James Clinics, including:

• In-clinic appointments
• Blood test and diagnostic appointments
• Home visits
• Clinical reports, letters and forms
• Bookings made through the clinic website, patient portal or approved booking systems

3. Booking Confirmation

A booking is normally confirmed once payment has been authorised and a confirmation message or email has been issued.

Patients are responsible for checking their booking details carefully and notifying the clinic promptly if any information appears incorrect.

4. Cancellation by the Patient

4.1 More than 24 hours before the appointment

Where cancellation is received more than 24 hours before the scheduled appointment time, a full refund will normally be offered, less any non-recoverable third-party payment processing, booking platform or administrative charges where applicable.

4.2 Less than 24 hours before the appointment

Where cancellation is requested less than 24 hours before the scheduled appointment time, no refund will normally be payable for the appointment fee.

At clinic discretion, one complimentary reschedule may be offered where operationally possible, particularly where the patient contacts the clinic before the appointment time.

4.3 How to cancel

Patients should use any cancellation link provided, their patient account where available, or contact the clinic directly by telephone or email.

5. Non-Attendance (No Show)

If a patient does not attend a booked appointment and no agreed prior cancellation has been made, the booking will be treated as a non-attendance.

No refund will normally be payable. A new booking and payment may be required.

6. Late Arrival

If a patient arrives late, the clinic will try to help where possible. However, this depends on clinician availability, patient safety and the impact on later appointments.

The clinic may:

• Proceed with a shortened appointment;
• Rearrange the appointment; or
• Require a new booking and fee.

No refund is guaranteed where appointment time is lost due to late arrival.

7. Blood Tests and Diagnostic Services

7.1 Cancellation before attendance

The standard appointment cancellation terms above apply.

7.2 Once samples are taken

No refund will normally be payable once a sample has been taken or the clinical service has commenced.

7.3 Once sent to the laboratory

No refund will normally be payable once a sample has been dispatched to or processed by the laboratory.

8. Home Visits

Home visit bookings follow the same cancellation structure as standard appointments.

Where a clinician has already commenced travel or resources have been specifically allocated, additional charges or reduced refunds may apply.

9. Clinical Reports, Letters and Forms

Where professional work has commenced, been drafted, reviewed or completed, no refund will normally be payable.

This includes private letters, medical forms, reports and similar professional documentation.

10. Clinic Cancellation or Rearrangement

If Alan James Clinics needs to rearrange or cancel an appointment due to illness, emergency, safety concerns or unforeseen operational reasons, the patient will be offered either:

• A rescheduled appointment; or
• A refund as appropriate.

The clinic’s liability is limited to fees paid for the affected booking unless otherwise required by law.

11. Refund Timescales

Approved refunds are usually returned to the original payment method. Processing times can vary by payment provider but are commonly completed within 5 to 10 working days.

12. Discretion

The clinic reserves the right to make reasonable exceptions in cases involving genuine emergency, serious illness, bereavement or other exceptional circumstances.

13. Contact Details

For cancellation or booking queries, please contact Alan James Clinics using the published contact details on the website.

14. Related Internal Policies

This patient-facing policy is supported by Alan James Clinics’ internal governance and administration procedures. Further information may be available on request where appropriate.

15. Review

This policy will be reviewed periodically and may be updated to reflect operational, legal or regulatory changes.