Clear information.
Considered arrangements.

No fee is due merely because you submit an appointment enquiry. If a charge applies, the amount or calculation method will be disclosed before you agree to the paid service.

Before confirmation, the booking information will identify the service being arranged, the person or organisation responsible for providing it, the legal entity receiving payment, the total price including any applicable charges, and the available payment methods and payment deadline.

Payment instructions will be provided directly through the agreed booking process. Do not send payment card details or banking credentials through the general enquiry form or ordinary email.

If no fee or payment request has been communicated and agreed, please contact the team for clarification rather than assuming that a payment is required.

If you need to cancel or rearrange an appointment, please contact the booking team as soon as possible using the contact details in your confirmation email or the Contact page.

Requested notice period: where practicable, please give at least 48 hours' notice before the scheduled appointment. This is a requested operational notice period, not a restriction on any statutory cancellation right.

• Rescheduling: requests are subject to availability. A new time is not confirmed until you receive written confirmation.
• Cancellation: we will confirm receipt of your request where reasonably practicable and explain any refund or charge that applies under the agreed terms and applicable law.
• Late cancellation or non-attendance: no automatic fee is imposed by this website wording. Any applicable charge must have been clearly disclosed before the booking was agreed, be contractually applicable and be fair and proportionate.
• Cancellation by the provider: if the provider cancels or cannot deliver the agreed service, we will explain the available rearrangement or refund options, taking account of the contract and applicable law.

If you are unable to attend because of an unexpected circumstance, please contact us promptly. Any discretionary arrangement will be considered individually and will not remove rights you have under applicable law.

Where a refund is due, we will confirm the amount, the reason for the refund and the payment method to be used. Unless another method is agreed or the law requires otherwise, refunds will normally be returned to the original payment method.

Where the statutory cancellation rules apply, refunds will be processed within the applicable legal timeframe. For service contracts covered by the Consumer Contracts Regulations, this will generally be within 14 days after we are informed of the cancellation, subject to the applicable rules and circumstances.

If you expressly requested that a service begin during a statutory cancellation period, you may be liable for a proportionate amount for service already supplied where the legal requirements are met. The applicable conditions will be explained before you make that request.

Nothing in this section excludes or limits a statutory right to cancel or obtain a refund where that right applies.

Where an appointment or related service contract is concluded online, by telephone or through another distance-selling method, consumer cancellation rights may apply depending on the nature of the contract and the service provider.

For service contracts covered by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the usual cancellation period is 14 days from the day after the contract is entered into. Exceptions and different rules may apply to particular services or circumstances.

If you want a service to begin during that period, any required express request and acknowledgement will be obtained before performance begins. We will not treat a general enquiry or appointment request alone as consent to start a paid service early or as a waiver of statutory rights.

The applicable cancellation information and, where required, a model cancellation form will be supplied before you become bound by a distance contract.