Cancellation and Refund Policy

This policy explains how Clearly Hearing Ltd handles cancellations, rescheduling and refunds for clinical appointments. Please read it carefully before booking.

1. Booking Fee

A booking fee is required at the time of booking all appointments. This booking fee is deducted from your total appointment fee on the day. The booking fee amount is confirmed at the point of booking.

Booking fees are processed securely via Square.

2. Cancellation by you

If you need to cancel or reschedule your appointment, please contact us as soon as possible by telephone or email.

More than 24 hours’ notice

If you cancel or reschedule with more than 24 hours’ notice before your appointment:

Your booking fee will be transferred to a rescheduled appointment if one is booked within 30 days.
If you do not wish to rebook within 30 days, your booking fee will be forfeited.

Less than 24 hours’ notice

If you cancel with less than 24 hours’ notice:

Your booking fee will be forfeited.
At our discretion, the full appointment fee may be charged, particularly for specialist assessments requiring significant preparation time.

Non-attendance (no-show)

If you do not attend your appointment and have not notified us:

Your booking fee will be forfeited.
The full appointment fee may be charged.
Repeated non-attendance may result in a requirement to pre-pay in full for future bookings.

3. Exceptional circumstances

We understand that genuine emergencies arise. Cancellations due to a documented medical emergency, bereavement or serious unforeseen circumstance will be considered individually. Please contact us as soon as possible and we will do our best to accommodate you.

4. Cancellation by us

In the rare event that we need to cancel your appointment:

We will notify you as soon as reasonably practicable.
We will offer you an alternative appointment at the earliest available time.
If you are unable to attend the rescheduled appointment, your deposit will be refunded in full.
We will not charge you any fee for an appointment cancelled by us.

5. Refunds

Refunds are processed to the original payment method within 5 to 10 working days. We do not offer cash refunds.

Refunds are issued in the following circumstances:

Appointment cancelled by Clearly Hearing Ltd.
A service cannot be completed on clinical grounds (for example, a contraindication discovered at assessment that prevents treatment).
A duplicate payment has been taken in error.

Deposits are non-refundable except in the circumstances set out in sections 3 and 4 above.

6. Consumer Contracts Regulations 2013

If you have booked a service online, you have a statutory right to cancel within 14 days of payment (the cooling-off period), provided the service has not yet been delivered. If you wish to exercise this right, please notify us in writing at hello@clearlyhearing.co.uk.

By attending or consenting to your appointment taking place within the 14-day cooling-off period, you acknowledge that you are requesting early performance of the service and that your right to cancel may be reduced or lost once the service has been delivered.