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Effective Date: [04/08/2026]
Last Updated: [04/08/2026]

Refund Policy

At Paul Cleaveland Urology, we aim to provide clear and transparent information regarding our consultation fees, payments, cancellations, and refunds.

Please read this policy carefully before booking an appointment.

Consultation Fees

Fees for consultations, investigations, procedures and treatments will be communicated before your appointment wherever possible.

Payment may be requested:

• Before your appointment;

• On the day of your consultation; or

• Following treatment, depending on the service provided.

Where applicable, patients using private medical insurance remain responsible for any excess, shortfall or non-covered charges.

Appointment Cancellations

If you need to cancel or rearrange your appointment, we ask that you provide at least 48 hours' notice.

Appointments cancelled with sufficient notice will normally be:

• Rescheduled without charge; or

• Refunded if payment has already been made.

Late Cancellations and Non-Attendance

Appointments cancelled with less than 48 hours' notice, or where a patient does not attend without prior notification, may be subject to the full consultation fee.

Refunds will not normally be provided in these circumstances unless exceptional circumstances apply at the discretion of the Consultant.

Procedure and Surgery Deposits

Where a deposit has been paid to secure a procedure or operation:

• Deposits are generally refundable if the procedure is cancelled with sufficient notice and no third-party costs have been incurred.

• If theatre time, hospital facilities or other services have already been booked, any non-recoverable costs may be deducted from the refund.

• If the Consultant cancels the procedure, any fees paid directly to the practice will normally be refunded in full unless an alternative arrangement is agreed.

Hospital charges may be subject to the individual hospital's own cancellation and refund policies.

Consultant Cancellation

If the Consultant needs to cancel or postpone an appointment due to illness, emergency or unforeseen circumstances, patients will be offered:

• An alternative appointment as soon as reasonably possible; or

• A full refund of any consultation fees paid directly to the practice.

The practice cannot accept responsibility for any indirect costs incurred by patients, including travel expenses, accommodation or loss of earnings.

Overpayments

Any overpayment identified by either the patient or the practice will be refunded promptly using the original payment method wherever possible.

Private Medical Insurance

Patients using private medical insurance should check their policy carefully before treatment.

The practice is unable to refund fees where an insurer later declines payment because:

• Authorisation was not obtained;

• The policy does not provide cover;

• An excess applies;

• Annual limits have been exceeded; or

• The treatment falls outside the insurer's terms.

Responsibility for payment remains with the patient.

Refund Timescales

Approved refunds are normally processed within 5–10 working days, although the time taken for funds to appear in your account will depend on your bank or card provider.

How to Request a Refund

To request a refund, please contact:

[Practice Name]

Telephone: [Phone Number]

Email: [Practice Email]

Please include:

• Your full name

• Date of appointment

• Invoice or receipt number (if available)

• Reason for requesting a refund

Each request will be reviewed individually.

Changes to this Policy

We reserve the right to amend this Refund Policy from time to time. The latest version will always be available on our website.

By booking an appointment, you acknowledge that you have read and understood this Refund Policy.