Certain rights allow you to cancel an appointment with us, as outlined in this section.
If you are a Consumer (an individual who is not acting as a business or other organisation) then you are protected by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, so you have a legal right to cancel a booking that you have made with us within 14 working days of the date the booking was made and to receive a full refund.
If you commence use of the Services within the 14 day period your right to cancellation ends.
In the event that you wish cancel a booking within the 14 day period, contact us in writing by sending an email to firstname.lastname@example.org.
In the event of cancellation under this clause, you will receive a full refund of the cost of the services. We will process the refund as soon as possible and, at the latest, within 14 calendar days of the day on which you gave us notice of cancellation.
We consider the service to have commenced two hours prior to the booked appointment as this is the time that we deem reasonable notice to the consultant that they do not need to prepare for the consultation.
Should you cancel your appointment within 2 hours of the time and date of the consultation, any refund of the cost of the services or part thereof will be at our discretion.
Cancellation on our part
We may terminate our agreement with you:
If for reasons outside our control, we are unable to provide our services as detailed in these terms
If any fees or charges are not paid on time
If you do not comply with our terms
Failure to attend a consultation
Should you fail to attend a consultation without giving notice, though we will listen sympathetically to any reasons that you may give for not attending, the full cost of the appointment will be chargeable. Any decision to refund any or all of the cost of the consultation will be at our discretion.
Complaints and Disputes
What to do if you have a complaint with regards to our services or disagree with us about anything in these terms
You can always give us feedback on our services by contacting us at email@example.com
Please tell us about any complaints you might have as soon as possible so we are able to resolve it as soon as possible.
If you have a complaint, we may ask you for certain details about you and your complaint in order to address it. Please provide these as soon as possible so that we can handle your complaint quickly.
Our consultants are registered healthcare professionals and so shall deal with any complaints appropriately as per our complaint procedure.
We will investigate any complaint and keep you updated on the results of the investigation.
We shall also discuss the investigation with you. If we are in the wrong, we shall apologise to you.
If the subject of your complaint is to do with the professional standards or behaviour of one of our consultants and we are unable to satisfy you that we have dealt with it appropriately, you can report your concerns or make a complaint to the GMC.
If any disagreement between you and us arises in connection with these terms, we will attempt to resolve it by discussing it with you.
You may also submit a disagreement with us for online resolution to the European Online Dispute Resolution platform.
These Terms are governed by English law. This means that any dispute or claim arising out of it will be governed by English law and the courts in England and Wales will have exclusive jurisdiction over it.