Refund and cancellation policy

1.Who sets the terms

The clinic you book with provides your care and sets its own cancellation terms: how much notice it needs, whether it takes a deposit or the full price when you book, and any cancellation fee. SQEDULE runs the booking service and applies those terms to your booking. Nothing in a clinic's terms takes away your rights as a consumer.

2.The terms you accept

• Before you confirm a booking you see the clinic's cancellation terms, the price, what is due now and what is due at the clinic.
• Those terms are recorded with your booking. If the clinic changes its terms later, your booking keeps the ones you accepted.
• Moving an appointment to another time keeps the same cancellation terms, and what you paid carries to the new time. If the new time has a different price, you pay the difference at the clinic, or the extra you paid is refunded to your card.
• A clinic that needs to change your appointment proposes the change, and nothing changes unless you accept it.

3.If you cancel

• You can cancel from the appointment page until the clinic's cut-off. Review cancellation shows the fee, if any, and the exact refund before you confirm.
• Before the cut-off, you get back what you paid online, less any cancellation fee in the clinic's terms, unless the terms said the service is non-refundable. A fee is never more than the appointment price.
• After the cut-off you can still cancel from the appointment page, but a refund is not automatic. The clinic decides within 48 hours what, if anything, it refunds under its terms and the law, and we email you its decision. If it does not decide in time, SQEDULE support follows it up; nothing is refused because of the delay.
• After the cut-off you can also ask the clinic to move your appointment instead. It answers within 24 hours, or before your appointment if that is sooner; until it agrees your appointment and its terms stay as they are.

4.If the clinic cancels

If the clinic cancels your appointment, anything you paid through SQEDULE for it is refunded in full to the card you used, whatever its cancellation terms say. We email you when this happens.

5.If you miss your appointment

If you do not attend and did not cancel, the clinic may keep a deposit or charge a fee only where the terms you accepted say so, and never more than they say.

6.If treatment cannot go ahead

A clinician may decide after assessing you that a treatment is not suitable or cannot go ahead. The clinic should explain what, if anything, you are charged for, such as an assessment that took place. If you disagree, see Complaints below.

7.Deposits and balances

A paid appointment takes a deposit or the full price when you book, as the clinic chooses, and a free appointment takes nothing. Where you pay a deposit, the rest is paid at the clinic. A refund through SQEDULE covers what you paid online. Money you paid the clinic directly is refunded by the clinic.

8.How refunds are paid

Refunds go back to the card you paid with, through Stripe, our payment provider. The appointment page shows a refund as pending until it completes. Banks usually take 5 to 10 working days to show it. SQEDULE does not charge patients a booking fee.

9.Complaints

If you disagree with a charge or refund, contact the clinic first: each clinic's page gives its complaints procedure. If you cannot resolve it with the clinic, or your complaint is about SQEDULE, use the contact form. You may also be able to ask your card provider for help.

10.Changes to this policy

The version and date at the top say which policy you are reading. A change never alters the terms already recorded with your booking.