Cancellation & Refund Policy

ADHD UK Cancellation & Refund Policy

If you choose to cancel your appointment giving seven (7) or more days’ notice, we will provide a full refund. If you request to cancel your appointment between two (2) and seven (7) days before the appointment, a 50% fee (of the invoice total) will be payable. If you request to cancel an appointment within 48 hours of appointment, the full invoice amount will be payable.

You may cancel any booking you have made via the Online booking process or by contacting us via email or telephone. If your cancellation is successful you will receive an email from ADHD-UK to that effect; if you do not receive the cancellation email then you must either try again or Contact Us. You accept that ADHD-UK is not responsible and will accept no liability for any costs, expenses or losses arising from your failure properly to cancel any consultation on the Online booking process. You accept that failure to cancel an appointment may lead to you being charged a cancellation fee (see below) and/or the full fee for the appointment that you failed to cancel, subject to ADHD-UK’s sole discretion.

We may terminate our agreement with you:

• If for reasons outside our control, we are unable to provide the Services as detailed in these terms
• If any fees or charges are not paid when due, and you still do not make payment within fourteen (14) days of us reminding you that payment is due on time
• You do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Services, for example valid contact details
• If you breach (as determined by ADHD-UK) any of these Terms and Conditions.

You must compensate us if you breach these Terms and Conditions. If this happens we may deduct from any refund due to you, or charge you, reasonable compensation for the net costs we will incur as a result of your breach. ADHD-UK will advise you of any termination via the contact email you have provided us with.

Missed appointments occur when either you or a Clinician is not present in the videoconsultation by the start time (as published by ADHD-UK on the Online booking process) of an appointment confirmed by ADHD-UK (save that you may be up to nine (9) minutes late, as explained above)(Missed Appointment). In these instances you understand and agree that the following rules apply:

1. a) If an appointment is cancelled with more than seven (7) days’ notice we will provide a full refund. If an appointment is cancelled between two (2) and seven (7) days before the appointment, a 50% fee (of the invoice total) will be payable. If an appointment is cancelled within 48 hours of appointment, the full invoice amount will be payable.
2. b) If a Missed Appointment occurs because a Clinician did not attend your appointment in time then we will refund the charge.

Refunds and Disruptions

If your consultation is determined by ADHD-UK (at its sole discretion) to have been disrupted, which terms shall include but not be limited to ADHD-UK’s suspension of the Online booking process at the time of the appointment, a Clinician ending an appointment at your request because you know them (Disrupted Consultation), ADHD UK will refund the appointment.

If you think you are due a refund, you must contact us as soon as possible providing details of the consultation and a full description in writing of the issue or concern you are raising.

We do not provide refunds where ADHD-UK is not at fault, such as in the following circumstances (which is not an exhaustive list but an indication only):

1. If you are unable to have a private prescription, legitimately and correctly provided via the Online booking process, fulfilled and/or the associated medication dispensed at a pharmacy of your choice for whatever reason.
2. If your consultation is disrupted because of your actions, as determined by us exclusively. Where and when appropriate we will provide a refund and at our sole discretion.
3. If you have missed a booked appointment, as determined by us exclusively. In this instance you will be charged the cancellation fee as described above.
4. If a Clinician fails to attend your appointment, as determined by us exclusively, we will provide a refund.
5. If you do not receive a prescription, referral letter or sick note as a result of a consultation via the Online booking process.
6. If it took longer than the published waiting time on the Online booking process for your consultation to start.
7. If you did not use all available minutes in any appointment that you have started.