UK Medicare Screening
Refund Policy

UK Medicare Screening Clinic

Effective Date: May 2026

Review Date: May 2027

Policy Owner: UK Medicare Screening Clinic

1. Introduction

UK Medicare Screening Clinic is committed to providing high-quality healthcare, diagnostic, and screening services with professionalism, transparency, fairness, and integrity.

This Refund Policy outlines the terms and conditions relating to cancellations, refunds, rescheduling, deposits, prepaid packages, laboratory testing, genetic testing, imaging referrals, and other healthcare services provided by the Clinic.

The purpose of this policy is to ensure clarity for patients while protecting the operational, clinical, and administrative commitments associated with healthcare appointments and diagnostic services.

2. Scope of Policy

  • Private health screening services
  • Medical consultations
  • Diagnostic testing
  • Laboratory investigations
  • Genetic and genomic testing
  • Imaging referrals
  • Wellness packages
  • Corporate screening services
  • Prepaid health packages
  • Online and telemedicine consultations
  • Specialist referrals
  • Deposits and advance payments

3. General Refund Principles

UK Medicare Screening Clinic aims to treat all refund requests fairly and reasonably, maintain transparency regarding fees and charges, ensure patients are informed before services commence, balance patient rights with operational and laboratory costs, and comply with applicable consumer protection legislation and healthcare regulations.

Refund decisions will consider the stage of service delivery, third-party laboratory or clinician costs already incurred, administrative processing undertaken, whether diagnostic samples have been collected or processed, and the nature of the healthcare service provided.

4. Appointment Cancellation Policy

4.1 Cancellation by Patient

Patients who wish to cancel an appointment should provide as much notice as possible.

More Than 48 Hours’ Notice

  • A full refund may be issued, or
  • The appointment may be rescheduled without charge.

Between 24–48 Hours’ Notice

  • The Clinic may retain an administrative booking fee.
  • Partial refunds may apply.
  • Rescheduling may be offered at the Clinic’s discretion.

Less Than 24 Hours’ Notice

  • Refunds may not be provided.
  • Deposits may be retained.
  • The full consultation or booking fee may be retained where the appointment slot was reserved and administrative costs have already been incurred.

5. Service-Specific Refund Rules

Laboratory and Diagnostic Testing

Once samples have been collected, processed, or sent to a third-party laboratory, refunds may be restricted or unavailable due to incurred operational costs.

Genetic and Genomic Testing

Refunds for genetic or genomic testing may be limited once laboratory processing has commenced, due to the specialist and irreversible nature of the analysis.

Imaging Referrals

Where third-party imaging providers have already been engaged, refunds may be reduced to reflect any non-recoverable costs.

Prepaid Packages and Multi-Session Services

Refunds for prepaid packages will be calculated on the basis of services already delivered, administrative fees, and any third-party charges incurred.

6. Deposits and Advance Payments

Deposits may be required to secure appointments or reserve clinical resources.

Where a patient cancels in accordance with this policy, deposits may be refundable in whole or in part depending on notice given and costs incurred.

Where a patient fails to attend an appointment or cancels at short notice, deposits may be retained to cover administrative and operational losses.

7. Refund Processing

Approved refunds will normally be made using the original payment method unless another arrangement is agreed.

Refunds may take a reasonable period to process depending on banking and payment provider timescales.

The Clinic may request supporting information where necessary to assess a refund request fairly.

8. Non-Refundable Circumstances

  • Services that have already been delivered
  • Laboratory work already initiated or completed
  • Specialist clinician fees already incurred
  • Administrative booking fees where appropriate
  • Missed appointments without valid notice
  • Customised reports or bespoke clinical work already completed

9. Cancellations by the Clinic

If the Clinic must cancel or reschedule an appointment, patients will usually be offered an alternative appointment or a refund where appropriate.

Where a service cannot be delivered for reasons within the Clinic’s control, a fair refund or equivalent alternative will be considered.

10. Complaints and Disputes

If a patient disagrees with a refund decision, they may contact the Clinic to request a review.

Any complaint will be assessed in line with the Clinic’s complaints and governance procedures, and patients will be informed of the outcome as soon as reasonably possible.

11. Changes to this Policy

The Clinic may update this Refund Policy from time to time to reflect operational changes, regulatory requirements, or improvements in service delivery.

The most current version will apply to bookings and services made after the effective date of the updated policy.

Questions about refunds?

If you need help with a cancellation, rescheduling request, deposit, or refund assessment, contact the Clinic via admin@ukmedicarescreening.org.