Refund Policy (UK) – EyeSurgeryClinic.co.uk
Clear, UK-focused information on deposits, cancellations and refunds for private eye surgery consultations and procedures. If you’re unsure what applies to your booking, request a call back and we’ll confirm your options before you commit.
- Understand when deposits are refundable and when they aren’t
- Know the cancellation and rescheduling windows
- See how refunds are processed and typical timescales
- Get clarity for cataract surgery, oculoplastics and other procedures
This page is general guidance for UK patients. Your written estimate/booking confirmation and clinical circumstances may affect eligibility. We will always explain any non-refundable elements before taking payment.
Refund policy overview (United Kingdom)
EyeSurgeryClinic.co.uk provides private eye care in the UK, including cataract surgery, oculoplastics and other ophthalmic procedures. Because healthcare bookings often include clinician time, theatre allocation and bespoke clinical planning, refunds are handled differently depending on what has already been reserved or delivered.
This refund policy explains how we typically treat consultation fees, procedure deposits and pre-operative services. We aim to be fair, transparent and compliant with applicable UK consumer law. If there is any conflict between this page and your booking confirmation or written estimate, your written documents take precedence.
Important: For most patients, the quickest way to confirm your refund position is to send us your booking reference and the date of your appointment/procedure. Use the form on this page and we’ll respond.
What this policy covers
- Refunds and cancellations for initial consultations and follow-up appointments
- Refunds for deposits and procedure fees for private eye surgery
- How we handle rescheduling, no-shows, and partial services
- Timescales and method of refund processing
What this policy doesn’t cover
- Travel, accommodation, time off work or other third-party costs
- Insurance policy decisions (if you are claiming via a third party)
- Services delivered by external providers where you contracted with them directly
Request an appointment
Ask for a consultation or procedure date and we’ll confirm availability and any deposit terms before taking payment.
Need to cancel today? Use your booking confirmation contact details where possible. If you don’t have them to hand, submit the form and write “Cancellation” in your message.
Why we take deposits (and how we keep it fair)
Protects theatre and clinician time
Surgery slots require staff, equipment and pre-op planning. A deposit helps reserve this capacity and reduces last-minute cancellations that delay care for others.
Clear written terms up front
We aim to confirm in writing what is refundable, what is non-refundable (if applicable), and the relevant time windows before taking payment.
Rescheduling is usually possible
If your plans change, moving your appointment can be better than cancelling. When enough notice is given, deposits may be transferable to a new date.
Deposits, consultation fees and what is refundable
Refund eligibility depends on the type of booking and whether services have already been delivered. The table below explains the most common scenarios for UK private ophthalmology bookings. If your situation isn’t listed, contact us and we’ll review it based on your confirmation and timing.
| Payment type | Typical purpose | Refundable? | Notes |
|---|---|---|---|
| Consultation fee | Clinician assessment and advice | Usually refundable if cancelled with notice; non-refundable after attendance | Once the consultation has taken place, the professional service has been delivered. |
| Procedure deposit | Reserves theatre time and clinical team | May be refundable or transferable depending on notice and written terms | We’ll confirm your specific deposit conditions in your booking documentation. |
| Pre-op tests / scans | Measurements, imaging and suitability checks | Generally refundable if cancelled before delivery; non-refundable after completion | If performed, these are clinical services with consumables and staff time. |
| Procedure fee (balance) | Surgery and immediate post-op care | If paid in advance, may be refundable subject to timing and what has been reserved/used | Any non-refundable components (e.g., special-order items) will be explained where applicable. |
Tip: If you’re deciding between dates, ask us to explain the deposit window before you confirm. Many issues are avoided simply by choosing a date you can realistically keep.
Cancellations & rescheduling (how to do it properly)
If you need to change your appointment, please contact us as soon as possible. Earlier notice increases the chance we can reschedule without loss of fees and offer the slot to another patient.
- Check your confirmation: look for your booking reference, appointment date/time, and any stated deposit terms.
- Contact us quickly: use the details on your confirmation or submit the form on this page (include “Cancellation” or “Reschedule” in your message).
- Tell us what you need: cancel, move to a new date, or discuss clinical reasons for delay.
- We’ll confirm outcomes in writing: whether your payment is refundable, partially refundable, or transferable to a new date.
No-shows and late arrivals
If you do not attend without notice, we may be unable to refund fees that cover reserved clinician time or theatre allocation. If you are delayed on the day, call as soon as possible—depending on clinic capacity, we may need to rebook.
Clinical postponements: If your surgeon advises delaying treatment for safety reasons (e.g., an acute eye issue, infection risk, medication considerations), we will aim to reschedule fairly and discuss any deposit treatment on a case-by-case basis.
Refund processing timescales (UK)
How refunds are paid
- Refunds are usually returned to the original payment method.
- Card refunds depend on your bank’s processing times.
- If your circumstances require an alternative method, we’ll confirm this with you in writing.
Typical timescales
- We aim to process approved refunds promptly after confirming eligibility.
- In many cases, funds show within 5–10 working days, but some banks take longer.
- If you have not received a refund after your bank’s timeframe, contact us with your booking reference.
Partial refunds and itemised charges
If part of your care pathway has already been delivered (for example, a consultation or diagnostic imaging), we may only be able to refund the undelivered portion. Where relevant, we’ll explain what has been used/allocated and what remains refundable.
Exceptions, special cases and common misunderstandings
Cooling-off expectations
Some consumers expect a universal 14-day cooling-off period. In healthcare, refunds can depend on whether services are already booked, reserved, or delivered. We’ll clarify what applies to your booking.
Clinical suitability
If assessment shows a procedure is not clinically appropriate, we’ll discuss alternatives and next steps. Any refund decision will reflect what services were already provided.
Third-party finance/insurers
If you pay via a finance provider or insurer, their processes can affect timing and eligibility. We’ll provide documentation if needed, but decisions may sit with the third party.
Common mistake: waiting until the last moment to cancel. If you think you may need to move your date, tell us early—rescheduling can often preserve your deposit where a late cancellation might not.
Refund policy FAQs
Is my consultation refundable?
If you cancel with sufficient notice, it is often refundable. After you’ve attended, the clinical service has been delivered and is typically non-refundable. Your booking confirmation may specify the notice period.
If I pay a deposit for cataract surgery, can I get it back?
It depends on the timing and what has been reserved. In many cases, deposits are transferable to a new date when you provide notice. We will confirm in writing what applies to your booking.
What if I need to cancel for medical reasons?
Please tell us as soon as you can. If your clinician advises postponement for safety, we will aim to reschedule appropriately and review any deposit treatment fairly based on the circumstances and what has already been delivered or allocated.
Do you charge an administration fee?
Where an admin fee applies, it will be set out in your booking terms. If no admin fee is specified, we won’t add one later. Any non-refundable components will be explained at the time of booking.
How do I request a refund?
Use the contact details on your booking confirmation where possible. You can also submit the form on this page with your name, appointment date, and booking reference (if available). We’ll reply with the decision and next steps.
Accessibility note: If you need communication in a different format (large print or email-only), mention this in your message and we’ll do our best to accommodate.
Trust & patient reassurance
Transparent pricing
We aim to explain what’s included, what’s optional, and what is refundable before you pay—especially for surgery deposits and pre-op services.
Clinical-first decisions
If treatment isn’t right for you, we’ll discuss alternatives. Refund outcomes reflect what has been clinically delivered or reserved, with fairness and clarity.
Real support, not bots
Refund and cancellation queries can be time-sensitive. We prioritise clear written responses and help you understand your options quickly.
Patient feedback
“The team explained the deposit terms clearly and helped me move my appointment when my schedule changed. Everything was confirmed in writing and the process was straightforward.”
— Private patient (testimonial example)
Patient feedback
“I had a question about a refund before paying. They walked me through exactly what was refundable and why, which helped me feel confident about booking.”
— Consultation patient (testimonial example)
If you’d like us to confirm refund terms for your specific pathway (cataracts, oculoplastics, or another procedure), use the appointment request form and include your preferred dates.
Need clarity before you book?
Send a quick request and we’ll confirm availability, deposits and cancellation terms for your UK appointment or procedure—so you can make a decision with confidence.
If you have an urgent change to a scheduled appointment, use your booking confirmation contact details where possible.
What to include in your message
- Booking reference (if you have it)
- Appointment/procedure date
- Whether you want to cancel or reschedule
- Any time constraints (e.g., travel, work)
Back to Prices