Terms and Conditions

Refunds

Refunds for eligible pre-payments or deposits will only be made to the card originally used to make the original booking.  Refunds should appear within your account or on your card statement within 7 days.

We cannot refund any medications, vaccinations, tests or treatments once they have been administered or dispensed.

In the event that an excess charge is made, please contact support using the contact details set out below and (med)24 will endeavour to investigate and, if appropriate, process the refund within 14 days of receipt from you of notice of the excess charge. (med)24 reserves the right to determine final charges for the Services provided. Although (med)24 makes every effort to ensure that the pricing information published on the Site or Web Applications reflects the current pricing we make no guarantee that this is the case and it is your responsibility to confirm the charges if you have any doubts in this regard.

You are not liable for any charges or fees if (med)24 declines your appointment for any reason.



Rescheduling

You may reschedule your appointment free of charge up to 4 hours before the time of your appointment. You can do this via the link in your email booking confirmation or calling us on +44 (0)20 3873 6322

If your booking is less than 4 hours before your scheduled appointment you may reschedule but you will lose any pre-payment or deposit paid for your initial appointment.



Lateness

To provide the best possible service to all our patients and members, we ask you to contact us if you are running late so we can make all necessary arrangements to ensure you are seen by (med)24. As are very busy, you may be asked to reschedule your appointment or wait for an available slot so that all our patients and members receive the best possible service.

If you are more than 5 minutes late for your appointment without our prior agreement, we may consider you to have failed to attend, in which case, you will not be eligible for a refund of your pre-payment/deposit.

At the discretion of (med)24, you may be able to reschedule your appointment for no extra charge but the following is a guide to late attendance for an appointment:



 

Pay As You Go

Member

Lateness

< 15 minutes – seen

15-30 minutes – (med)24 discretion

> 30 minutes – appointment cancelled

< 15 minutes – seen

15-30 minutes – (med)24 discretion

>30 minutes – appointment cancelled

 

Failure to attend

If you fail to attend your appointment or are more than 30 minutes late to your booked appointment or cancel your appointment within 4 hours of the scheduled start date you will be deemed to have missed your appointment. You will not be eligible for a refund of any pre-payment or deposit.

(med)24 will require full payment in advance from any patients deemed to have abused its Terms, or who has previously failed to attend, cancelled or rescheduled a booked appointment with less than 4 hours’ notice. 



Cancellation

Once you have booked an appointment with (med)24 and subsequently cancel the appointment, a cancellation charge may be payable in accordance with the timing of the cancellation and the type of user you are:

 

Pay As You Go

Member

Cancellation >24hrs before appointment

Cancellation with no charge

Cancellation with no charge/use of allowance

Cancellation < 24h before appointment

100% charge

100% / deducted from membership entitlements

Non-attendance

100% charge

100% charge

Treatment costs

100% charge unless rescheduled within a reasonable time

100% charge unless rescheduled within a reasonable time

 

Once you have received medical services from (med)24, you will not be able to terminate your request (as the service has already been provided), and all fees are due immediately and non-refundable. This no refund policy shall apply at all times regardless of your decision to terminate your usage, our decision to terminate your usage, or any disruption caused to the Service (either planned, intentional, accidental, or for any reason whatsoever).