DEPOSIT AND CANCELLATION POLICY

Purpose

The Chiropody Clinic Limited (TCC) aims to provide timely access to podiatry services whilst ensuring that clinical appointments are used efficiently and fairly. Missed appointments and short-notice cancellations reduce appointment availability for other patients and may result in wasted clinical time. This policy explains the arrangements for deposits, cancellations, missed appointments and refunds for private patients.

Scope

This policy applies to:

All private patients of TCC
Private patients attending their first appointment with TCC
Private patients who have not attended TCC for two years or more, who will be treated as a new patient for booking purposes

This policy does not apply to NHS-funded appointments.

Deposit

A deposit is required to secure:

A private patient's first appointment; or
A private appointment for any patient who has not attended TCC within the previous two years; or
A private appointment for nail surgery or a biomechanics assessment.

The deposit may be paid by debit card or cash. A receipt will be provided for all deposits paid. The deposit will be deducted from the cost of the appointment attended.

The deposit requirement will be communicated before the booking is confirmed and forms part of the booking agreement between the patient and TCC. Clear information about deposits and cancellation terms will be made available through the booking process. This policy is available on request and is also be published on the TCC website – www.thechiropodyclinic.co.uk/deposit-and-cancellation-policy

Cancellation and Rearrangement of Appointments

More than 24 hours' notice

Where a patient gives at least 24 hours' notice before the scheduled appointment start time that they wish to cancel or rearrange, the deposit will normally be transferred to the rearranged appointment if an alternative appointment is agreed.

Less than 24 hours' notice

Where a patient cancels with less than 24 hours' notice before the scheduled appointment start time, TCC may retain the deposit to cover losses arising from the reserved appointment time that is unlikely to be reallocated at short notice.

Failure to Attend

Where a patient fails to attend an appointment without prior notice:

The deposit will normally be retained
A further deposit may be required before another appointment is booked
Repeated late cancellations or failures to attend may result in future appointments being declined or requiring full pre-payment at the discretion of management

Exceptional Circumstances

The practice recognises that unforeseen circumstances may arise. Management may exercise discretion and:

Transfer the deposit to a future appointment
Refund the deposit in full or in part

Each case will be considered individually.

Distance and Telephone Bookings

Where appointments are booked remotely (for example by telephone, email or online enquiry), patients may have certain cancellation rights under consumer legislation. However, where a patient requests an appointment to take place within the statutory cancellation period and TCC reserves clinical time specifically for that appointment, TCC may retain all or part of the deposit where this reasonably reflects losses incurred.

Refund Method

Where a refund is due:

Debit card payments will normally be refunded to the original card used
Cash deposits will normally be refunded in cash or by bank transfer, as agreed with the patient

Refunds will be processed as soon as reasonably practicable.

Complaints

Any concerns regarding this policy should be raised with management. Complaints will be considered in accordance with TCC’s complaints procedure.