Booking and cancellation policy
Payment at booking, free rescheduling at any notice, full refunds with two hours’ notice, and what happens if you are late or do not attend.
Booking
Appointments are booked online through our booking platform, Semble, or by phone. Payment is taken by card at the point of booking, which is what lets us hold a specific 20-minute slot for you. A confirmation, with a link to join the video consultation, is sent by email. A receipt is emailed automatically and we never hold your card details.
Cancelling
Cancel up to two hours before the appointment for a full refund to your original payment method, normally within 14 days. Cancellations inside two hours are not normally refunded, but you can reschedule instead.
Rescheduling
Rescheduling is free at any notice, including inside two hours. Use the link in your confirmation or call 0330 113 1874. New times are subject to doctor availability.
Running late and missed appointments
Consultations start at the booked time. If you join within 15 minutes the doctor will see you for the time remaining. After 15 minutes the appointment is treated as missed and no refund is due; you are welcome to book again.
If we cancel
If a doctor cannot attend because of an emergency or circumstances outside our control we will tell you as soon as possible, and you can choose a full refund or a new appointment.
Identity checks
The doctor will ask to see photo identification at the start of every consultation. If your identity cannot be verified the consultation cannot proceed and no refund is due, so please have your passport or driving licence ready.
Membership
Membership can be paid monthly or annually and cancelled at any time after the initial term set out at purchase. There is a 14-day cooling-off period for a full refund, less the cost of any appointment attended in that time.
What is not a refund situation
If the doctor assesses you properly and concludes that the treatment you hoped for is not clinically appropriate, that is a genuine medical opinion and the consultation has been provided. If, however, it is clear at the start that your problem is outside what we can do remotely, the doctor will say so straight away and you will be refunded in full.