Eye Surgery Clinic refunds depend on what you booked, how much notice you give and whether costs are already committed. Consultation fees and procedure deposits may be refundable with reasonable notice, but late cancellations or non-attendance may be non-refundable. Request a review and we confirm your options.
Refund policy overview (United Kingdom)
At EyeSurgeryClinic.co.uk we aim to be transparent about when a refund may be available for private eye care, including cataract surgery, oculoplastics procedures, and other ophthalmic treatments. This policy explains how we handle consultation fees, procedure deposits, and pre-paid treatment costs in line with UK consumer standards and good clinical practice.
Your eligibility for a refund depends on what you booked (consultation vs procedure), how much notice you give if you cancel, and whether there are costs already incurred (for example, theatre scheduling, bespoke medical devices, medication or third-party diagnostic fees). Where applicable, we will explain any deductions clearly.
Important: This page is for general guidance for UK patients. Your booking confirmation, written treatment plan and invoice form part of your contract and may contain specific terms (including timeframes and any non-refundable items).
What this policy covers
Appointments
- Initial consultations
- Pre-operative assessments
- Post-operative follow-ups (where billed separately)
Procedures
- Cataract surgery packages (where applicable)
- Oculoplastics procedures
- Other ophthalmic procedures offered privately
What this policy does not cover
- Emergency NHS services (we are a private clinic and do not provide NHS emergency care).
- Requests made outside the relevant cancellation windows where costs have been incurred (explained below).
- Third-party fees already paid and non-recoverable (e.g., external tests) where disclosed at booking.
Why we have a refund policy
Private eye surgery scheduling can involve clinician time, diagnostic testing, theatre allocation and (for certain procedures) bespoke items ordered for your care. A clear refund policy helps patients understand what happens if plans change, while allowing the clinic to manage genuine costs fairly.
Fairness & transparency
You can see how consultation fees, deposits and procedure payments are treated, including when deductions may apply.
Clinically-led decisions
If your clinical assessment indicates a different approach is safer or more suitable, we explain how costs and refunds are handled.
Fast resolution
A standard process makes it easier to confirm eligibility, issue refunds to the original payment method, and keep records accurate.
Cancellations and rescheduling (appointments & surgery)
If you need to cancel or move an appointment, we recommend contacting us as soon as possible. Earlier notice usually increases the likelihood that fees can be refunded (or transferred to a new date) because fewer costs have been committed.
Best practice: If you’re unsure whether you want to proceed, ask to reschedule rather than cancel. In many cases, rescheduling preserves your booking value while we confirm next steps.
Typical cancellation windows (guidance)
| Booking type | If you cancel with notice | If you cancel late / do not attend |
|---|---|---|
| Consultation | We may refund the fee or offer a reschedule, depending on notice and whether clinician time was reserved. | Fees may be non-refundable where time cannot be reallocated. |
| Pre-op assessment | We’ll confirm any refund eligibility, factoring in tests already performed or booked. | Charges may apply if resources/tests were reserved or completed. |
| Procedure / theatre booking | Deposits may be refundable within the agreed window, less any non-recoverable costs disclosed to you. | Deposits are commonly non-refundable if theatre time and clinical staff were allocated and cannot be refilled. |
Exact notice periods and what is refundable can vary by procedure type and supplier arrangements. If you want a definitive answer for your case, use the refund request form and we’ll review your booking details.
Deposits, package payments and what you may be refunded
Your payment type affects how a refund is calculated. For some patients, you may pay a consultation fee first and later pay a deposit or full procedure cost. For others, a package may combine several elements (e.g., consultation, diagnostics, surgery, and follow-up appointments).
Consultation fees
- Usually cover clinician time and assessment.
- May be refundable if cancelled with adequate notice.
- May be non-refundable for late cancellation or non-attendance.
Procedure deposits
- Secure theatre time and clinical staff.
- May include admin costs and supplier commitments.
- Refundability depends on your cancellation timeframe and non-recoverable costs.
Full or part payments
- If you have paid in full in advance, any refund will account for costs already incurred.
- Where clinically appropriate, we may offer conversion to another suitable treatment rather than a refund.
- Refunds are normally returned to the original payment method.
Third-party items
- Some tests, devices or medicines may be supplied by third parties.
- If those costs are already incurred and non-recoverable, they may be deducted from any refund.
- We will explain any such deductions when confirming your refund decision.
Transparency commitment: If we need to deduct non-recoverable costs from a refund, we will clearly state what the deduction relates to (e.g., diagnostic tests already performed, supplier charges, or theatre booking costs).
Clinical and administrative situations (what happens if plans change)
Eye care is clinical by nature. Occasionally, information from your consultation or pre-operative assessment means that the original plan should be changed for safety or suitability reasons. Where that happens, we will explain your options, which may include altering the treatment plan, postponing, or considering a refund for parts of the service not delivered.
Not clinically suitable
If your clinician advises against a procedure after assessment, we will outline which elements have been delivered and any amounts that may be refundable.
Treatment plan changes
If the recommended procedure changes (for example, a different approach is safer), we will provide revised pricing and confirm how existing payments can be transferred or refunded.
Clinic-led cancellation
If we need to cancel due to unforeseen circumstances, we will offer rescheduling and/or refund appropriate fees in line with your booking terms.
If you believe there has been an administrative error (e.g., duplicate payment or incorrect amount taken), include your payment reference in the refund request form so we can investigate quickly.
How to request a refund and what happens next
To keep things clear and auditable, we follow a straightforward process. This helps us confirm what was booked, what was delivered, what costs were committed, and what can be refunded.
- Submit your request using the refund request form. Include booking details and your preferred contact method.
- We verify your booking (appointment type, date/time, clinician allocation, and any supplier commitments).
- We confirm eligibility and tell you whether the refund is full, partial, or not available under the booking terms, including any deductions with reasons.
- Refund is issued to the original payment method where possible (card, bank transfer, etc.).
- Processing time: we aim to action approved refunds promptly. Your bank/card provider may then take additional time to display the credit on your statement.
Refund processing times (UK guidance)
| Stage | What it means | Typical timeframe |
|---|---|---|
| Clinic review | Confirm booking, costs incurred, and whether any clinical/admin exceptions apply. | Usually within a few working days (complex cases may take longer). |
| Refund actioned | Approved refund submitted to payment provider. | Often 1–5 working days after approval. |
| Bank/card processing | Provider posts credit to your account/statement. | Varies by provider; can be several working days. |
Where refunds go: To reduce fraud risk and protect patients, refunds are normally returned to the original payment method. If this is not possible (e.g., expired card), we will advise what we need to process an alternative.
Common refund scenarios (examples)
Below are examples to help you understand how refund decisions are typically made. These are not guarantees; we will always confirm based on your booking terms and circumstances.
Example 1: Consultation cancelled in good time
You booked a private consultation and cancel with adequate notice. You may be eligible for a refund or a transfer to a new date (depending on booking terms and clinician allocation).
Example 2: Late cancellation / non-attendance
If you cancel late or do not attend, the fee may be non-refundable because the clinical slot could not be reallocated.
Example 3: Procedure plan changes after assessment
If your clinician recommends a different procedure or timeline, we can often transfer your payment to the updated plan. If you choose not to proceed, we’ll confirm whether any portion is refundable after costs incurred.
Example 4: Duplicate payment
If a payment was taken twice in error, we will investigate and, once confirmed, arrange a correction/refund to the original payment method.
Request a refund review
Use this form to ask our team to review your booking and confirm whether a refund is due, the amount, and the expected timescale. Provide as much detail as you can (date of appointment, procedure type, and how you paid).
If your request is urgent (for example, surgery is scheduled soon), submit the form and add “Urgent” in your message so we can prioritise your review.
Tip: For faster handling, include the name on the booking, the treatment type (e.g., cataract, oculoplastics), and the payment reference shown on your receipt.
Get a clear refund answer for your appointment
Submit your details and we’ll review your booking terms, what’s been reserved or delivered, and confirm whether a full or partial refund applies.
Complete the refund formRefund policy FAQs
Can I get a refund if I change my mind?
Possibly. Eligibility depends on what you booked and when you notify us. If clinician time, diagnostics or theatre allocation has already been committed, refunds may be reduced or not available. Send your details via the refund request form and we’ll confirm your options.
Do you refund consultation fees?
Where cancellation terms allow, yes. Consultation fees typically relate to reserved clinical time and assessment. Late cancellations and non-attendance may mean the fee is non-refundable.
Will you refund surgery deposits?
Deposits are often refundable within an agreed timeframe and may become non-refundable closer to the date if costs are incurred. We will confirm this against your booking confirmation and any supplier commitments.
How will I receive my refund?
Refunds are normally returned to the original payment method. This protects patients and reduces fraud risk. If that isn’t possible, we’ll advise next steps.
How long does a refund take in the UK?
Once approved and actioned, timing varies by bank/card provider. We aim to process approved refunds promptly; your provider may take additional working days to post the credit. As a guide, clinic review is usually a few working days, the refund is actioned often 1–5 working days after approval, then your bank posts the credit.
What if my circumstances are medical or sensitive?
We handle enquiries discreetly. Please avoid including sensitive medical details in the web form; we can request information securely if needed to assess your request.
What happens if the clinic cancels my appointment?
If we need to cancel due to unforeseen circumstances, we will offer rescheduling and/or refund appropriate fees in line with your booking terms.
What if my clinician says a procedure is not suitable for me?
If your clinician advises against a procedure after assessment, we will outline which elements have been delivered and any amounts that may be refundable. Where the recommended procedure changes, we provide revised pricing and confirm how existing payments can be transferred or refunded.
Can a refund be reduced by deductions?
Yes, where non-recoverable costs have already been incurred — for example diagnostic tests already performed, supplier charges, or theatre booking costs. If we deduct anything, we will clearly state what the deduction relates to before confirming your refund.
I think I was charged twice — what should I do?
If a payment was taken twice in error, include your payment reference in the refund request form. We will investigate and, once confirmed, arrange a correction or refund to the original payment method.
Can I reschedule instead of cancelling?
Usually, yes — and in many cases rescheduling preserves your booking value while we confirm next steps. If you’re unsure whether you want to proceed, ask to reschedule rather than cancel.
Are there charges that are never refundable?
Some third-party fees already paid and non-recoverable (such as external tests) may be non-refundable where this was disclosed at booking. Requests made outside the relevant cancellation windows, where costs have been incurred, may also fall outside a refund. Your booking confirmation, treatment plan and invoice set out any specific non-refundable items.
Still have a refund question?
If anything here is unclear for your booking, our team can confirm what applies and the next steps.
Request an appointment Contact us