PREPAYMENT OFFERS & REFUND POLICY ON PACKAGES​

To cancel a prepaid package or request a refund, please email charsarahirst@protonmail.com with your name and purchase details.

If you cancel your package, we will calculate the unused balance by deducting the cost of sessions already provided, charged at the agreed package rate, from the total amount paid.

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Administration fee up to 20%

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An administration fee of up to 20% of the unused package balance may be deducted to cover reasonable, evidenced administration costs directly arising from your cancellation.

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The fee will never exceed those actual costs. It will be reduced or waived where the costs are lower or no costs have been incurred. We will take reasonable steps to minimise these costs and provide a written breakdown of any deduction.

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Any appointment cancellation charge will be assessed separately under the policy below. We will not charge twice for the same cost or loss. No administration fee applies where we cancel the remaining treatment, cannot provide the agreed services, or where you are legally entitled to a refund without that deduction. This policy does not affect your statutory rights.

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Medical Reports

Medical reports are available upon request and are charged at a non-refundable flat fee, depending on the complexity and length of the report:

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• Short medical report

• Standard medical report

• Detailed medical report 

 

The applicable fee will be confirmed before the report is prepared, and payment must be made in advance.

If you have not attended the clinic within 30 days, your patient status may be considered inactive and your records archived in accordance with our record management procedures.

We accept payment by cash, debit and credit cards (including Mastercard, Maestro and Apple Pay), bank transfer, and secure online payment links.

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This policy does not affect your statutory rights under applicable consumer law.