Cancellations & refunds
Before a confirmed plan
Submitting an enquiry or a booking request costs nothing. You may cancel an unpaid request from your care space. No payment is collected before your itemised written plan is confirmed and accepted.
After payment
Your accepted plan must specify cancellation deadlines, non-refundable third-party charges, cancellation of hospital appointments and how coordination fees are handled. These terms must be shown before payment; the website does not impose a blanket non-refundable fee. If a provider cannot deliver an agreed service, ask for a revised plan or refund of the undelivered part, subject to applicable law and documented costs.
How to request a refund
Open your paid booking in My care space and choose “Request cancellation / refund”, or contact the coordination team with your order number. A request is not an automatic refund. We review service delivery and provider costs, communicate the proposed amount, and process an approved refund through the original payment method where possible. Timelines depend on the payment provider and bank and will be confirmed when approved.
Clinical changes and travel disruptions
If the clinician changes the recommended scope or decides travel is unsuitable, do not proceed solely because you have booked. Request a revised plan and an explanation of any unused service balance. Flights, hotels, visas and insurance may have separate third-party terms.