Cancellations and Refunds Policy

For patients who self-fund their treatment

All self-funded appointments are initially scheduled pending payment. You or a nominated bill payer will receive an invoice from our accounts team and once payment has been received, the appointment will be confirmed in our diary. You will then receive confirmation of the appointment by email and by text message.

If you need to cancel or rearrange your scheduled or confirmed appointment, please email office@drandrewiles.co.uk

A week before your appointment, you will receive a reminder of the appointment by email and by text message. We understand that occasionally people’s commitments may change so on receipt of these reminder messages, if you are no longer able to attend a confirmed appointment, please make sure that you cancel or amend your appointment with at least 48 hours’ notice.

Refund Policy

If you cancel your appointment with at least 48 hours’ notice, you will receive a full refund of the appointment fee paid.

If you cancel your appointment with fewer than 48 hours’ notice but more than 24 hours’ notice, you will receive a refund of 50% of the appointment fee paid.

If you cancel your appointment with fewer than 24 hours’ notice or you do not attend the appointment, you will not receive a refund.

Please note that even if you ask to change your appointment to a later date, if you do not give more than 48 hours’ notice, the above refund policy still applies.

For patients who use Private Medical Insurance to fund their treatment

Insurance-funded appointments are not scheduled pending payment. They are confirmed in our diary at the time of booking. You will then receive confirmation of the appointment by email and by text message.

If you need to cancel or rearrange your confirmed appointment, please email office@drandrewiles.co.uk

A week before your appointment, you will receive a reminder of the appointment by email and by text message. We understand that occasionally people’s commitments may change, so on receipt of these reminder messages, if you are no longer able to attend a confirmed appointment, please make sure that you cancel or amend your appointment with at least 48 hours’ notice.

Cancellation Charges

Please note that while your treatment fees may be covered by your private medical insurance provider, cancellation or rearrangement charges are not payable by insurance companies. Therefore, if you need to cancel or rearrange an appointment, the following cancellation policy will apply, and these charges must be settled by you directly.

If you cancel or rearrange your appointment with at least 48 hours’ notice, you will not be charged.

If you cancel or rearrange your appointment with fewer than 48 hours’ notice but more than 24 hours’ notice, you will receive an invoice for 50% of the appointment fee.

If you cancel your appointment with fewer than 24 hours’ notice or you do not attend the appointment, you will receive an invoice for the full appointment fee.

Please note that even if you ask to change your appointment to a later date, if you do not give more than 48 hours’ notice, the above cancellation policy still applies.

How to calculate the notice period when cancelling or rearranging an appointment

Non-business days (Saturdays, Sundays, and UK bank holidays) do not count when giving notice. If, for example, you have an appointment at 1pm on a Wednesday, to avoid cancellation charges, you would need to cancel your appointment by 1pm on the preceding Monday. If you had an appointment at 1pm on a Tuesday, you would need to cancel your appointment by 1pm on the preceding Friday. If your 1pm appointment on a Tuesday were preceded by a Monday UK bank holiday, you would need to cancel your appointment by 1pm on the preceding Thursday.