Legal
Refund Policy
Last updated: 17 October 2026
If you have a question about a booking or payment, please contact us directly at [email protected] or call 01507 534 181 and we will do our best to help.
1. Cancellations and rescheduling
We understand that circumstances can change. To cancel or reschedule your appointment, please contact us as early as possible.
More than 48 hours' notice
If you cancel or reschedule your appointment with more than 48 hours' notice, we will offer you a full refund or the option to rebook at no additional charge.
Less than 48 hours' notice
Cancellations made with less than 48 hours' notice may be subject to a cancellation fee of up to 50% of the appointment cost, as the appointment slot cannot easily be reallocated to another patient.
Non-attendance (DNA)
If you do not attend your appointment without prior notice, the full appointment fee may be retained. We will always try to contact you before applying this policy.
2. Refund eligibility
Refunds are considered in the following circumstances:
- The appointment was cancelled by Hillcrest Neuro Clinic
- A duplicate payment was made in error
- Cancellation was made with more than 48 hours' notice
- Exceptional circumstances, at the discretion of the clinic
3. How to request a refund
To request a refund, please contact us at [email protected] with your name, appointment date, and the reason for your request. We aim to process all refund requests within 10 working days. Refunds will be made to the original payment method where possible.
4. Clinic-initiated cancellations
In the rare event that we need to cancel your appointment, we will contact you as soon as possible and offer you the choice of a full refund or a rescheduled appointment at a time convenient to you.
5. Complaints
If you are unhappy with how a refund request has been handled, please refer to our complaints procedure outlined in our Terms and Conditions or contact us directly.