Cancellation, Refund & Did Not Attend Policy

Bristol Paediatric Clinic, April 2026

1. Purpose and Scope

This policy sets out the terms and conditions relating to appointment bookings, cancellations, refunds, and non-attendance at our private paediatric clinic. It applies to all patients and their families booking appointments directly with the clinic on a self-pay basis.

2. Payment at Time of Booking

Full payment for your appointment is required at the time of booking. This payment comprises:

•       The appointment fee (variable depending on appointment type), and

•       A non-refundable cancellation deposit of £100, which is included within the total appointment fee.

No appointment will be confirmed without full payment. You will receive a booking confirmation by email once payment has been processed.

3. Cancellation Policy

3.1  Cancellation more than 2 working days before your appointment

If you cancel your appointment more than 48 hours before the scheduled time, you are entitled to either:

•       A full refund of all fees paid, including the £100 cancellation deposit, or

•       Rescheduling of your appointment to an alternative date, with all fees transferred. Rescheduled appointments must take place within 3 months of the original booking date.

To cancel, please contact us as early as possible using the details in Section 7.

3.2  Cancellation less than 2 working days before your appointment

If you cancel your appointment less than 2 working days before the scheduled time, the following applies:

•       The appointment fee if already paid (excluding the £100 cancellation deposit) will be refunded.

•       The £100 cancellation deposit will be retained by the clinic to cover the cost of the reserved clinical time.

We recognise that urgent or unexpected circumstances can arise. If you believe your situation is exceptional, please contact us as soon as possible and we will consider your case at the clinic's discretion (see Section 5).

4. Did Not Attend (DNA) Policy

If you do not attend your appointment without prior notification, the full appointment fee will be charged and no refund will be issued.

We understand that genuine emergencies can prevent attendance, particularly in families with young children. If you were unable to attend due to an acute or unforeseen circumstance, please contact the clinic within 24 hours of your missed appointment. In such cases, the clinic may exercise discretion to reduce the charge to the £100 cancellation deposit only (see Section 5).

Repeated non-attendance may result in the clinic requiring pre-payment of a higher deposit for future bookings, or withdrawal of the ability to book appointments.

5. Exceptional Circumstances and Discretionary Decisions

We recognise that families attending a paediatric clinic may face unpredictable situations. The clinic will consider discretionary decisions in cases involving:

•       Acute illness of the child or a primary carer

•       Bereavement

•       Hospitalisation of the child or a family member

•       Significant transport disruption beyond the patient's control

•       Other documented extenuating circumstances

Discretionary decisions are made on a case-by-case basis and are not guaranteed. To request a discretionary review, please contact the clinic as soon as possible with a brief explanation and, where relevant, supporting documentation (e.g. a medical note).

6. How to Contact Us

To cancel, reschedule, or discuss your booking, please contact us using the details below. We strongly recommend cancelling as early as possible to maximise your options under this policy.

Contact Details

Telephone:   01172130685

Email:            admin@bristolpaediatrics.com