Cancellation, No-Show and Cannot-Treat Policy

Confirmed bookings

Appointment time is reserved for the customer and clinic. A booking is confirmed only once the required online payment or Care Budget value is covered.

Where a customer cancels outside the provider's notice window, the paid value should normally be returned to Care Budget or refunded according to the payment method and applicable terms.

Late cancellation and no-show

Late cancellations and no-shows inside the notice window can be retained in full where the provider policy states this. This protects appointment slots that could otherwise have been offered to another customer.

If a provider determines that treatment is unsuitable after accurate disclosure, a consultation-only fee may apply and the remaining amount may be returned to Care Budget.

If relevant information was not disclosed accurately, a larger amount may be retained to reflect the consultation, preparation and blocked appointment slot.

If the provider cancels, the customer should receive a return to balance, refund or priority rebooking option unless an exceptional admin-approved outcome applies.