At Harley Street Specialists, we are committed to providing a professional, efficient and personalised service to all our patients.

As appointments and surgical procedures involve the advance reservation of clinical time, medical personnel and facilities, we kindly request that patients provide sufficient notice should they wish to cancel or reschedule their booking.

Appointment Cancellation

We require a minimum of one full working day’s notice for the cancellation or rescheduling of medical consultations and routine appointments.

Where the required notice is provided, any deposit paid will be refunded in full or, at the patient’s request, transferred towards a future appointment.

Cancellations made with less than one full working day’s notice may result in the retention of all or part of the appointment deposit, limited to the clinic’s reasonable losses arising directly from the cancellation.

Cancellation of Surgical Procedures

For surgical procedures and treatments requiring advance allocation of clinical facilities, medical personnel or specialised equipment, we require a minimum of seven working days’ notice for cancellation or rescheduling.

Where the required notice is provided, the deposit will be refunded in full or, at the patient’s request, transferred towards a future procedure.

Cancellations made with less than seven working days’ notice may result in the retention of all or part of the deposit, proportionate to the reasonable costs and losses incurred by the clinic as a direct consequence of the cancellation.

Any amount retained will take into account costs already incurred, resources committed and the clinic’s ability to reallocate the reserved procedure time.

How to Cancel or Reschedule

Patients wishing to cancel or reschedule an appointment or procedure should contact the clinic directly by telephone or email using the contact details provided on our website.

All cancellation requests must be received within the applicable notice period.

Our administrative hours are Monday to Friday, 10:00 am to 6:00 pm (UK time), excluding bank holidays observed in England.

For the purposes of this policy, working days exclude weekends and applicable bank holidays. One full working day’s notice means that at least one complete working day must fall between receipt of the cancellation request and the scheduled appointment. The seven-working-day notice period is calculated on the same basis.

Cancellation requests received outside administrative hours will be treated as received at 10:00 am on the next working day.

Late Cancellations and Missed Appointments

Where an appointment or procedure is cancelled without the required notice, or a patient fails to attend without prior notification, the clinic reserves the right to retain an appropriate amount from the deposit paid.

Any amount retained will be reasonable and proportionate to the losses arising from the cancellation or non-attendance, taking into account any costs avoided or recovered.

We recognise that unforeseen circumstances, including medical emergencies, may occasionally prevent patients from attending. Such circumstances will be considered individually and fairly.

Where the clinic cancels an appointment or procedure, patients will be offered an alternative date or a full refund of any payment made for services not provided, without prejudice to their statutory rights.

Where a procedure cannot proceed for clinical or safety reasons, the clinic will discuss the circumstances with the patient and determine the appropriate arrangements, including any refund due, in accordance with applicable consumer law.

Deposits and Refunds

All deposits and cancellation charges are subject to the principles of fairness and proportionality under the Consumer Rights Act 2015.

Any deduction from a deposit will reflect the clinic’s reasonable losses directly attributable to the cancellation and will not constitute a penalty.

Where a deposit exceeds the amount reasonably recoverable, the remaining balance will be refunded.

Nothing in this policy affects a patient’s statutory consumer rights.

We appreciate your understanding and cooperation in helping us maintain the highest standards of patient care and appointment availability.