Booking & Cancellation Policy
For DVSP ltd trading under UK ME/CFS specialist clinic
1. Booking and Payment
All consultations must be paid for in full at the time of booking via our secure online payment portal. Your appointment is only confirmed once payment has been processed and you have received a confirmation email.
2. Changes to Your Appointment
We understand that schedules can change; however, to maintain our quality of service, we require significant notice for any amendments.
More than 14 Days’ Notice: You may change the date or time of your appointment free of charge.
Less than 14 Days’ Notice: Once we are within the two-week window leading up to your appointment, the date and time are fixed. We do not offer the ability to reschedule or move appointments within this 14-day period.
3. Cancellation & Refunds
14+ Days' Notice: If you cancel your appointment at least 14 days in advance, you will receive a full refund (minus any small administrative processing fees, if applicable).
Within 14 Days: Cancellations made within 14 days of the scheduled appointment time are strictly non-refundable.
4. Non-Attendance (No-Shows)
If you do not join the virtual consultation room within 10 minutes of your scheduled start time, it will be marked as a "Non-Attendance."
Non-attendance is strictly non-refundable.
As a private clinic, our clinicians' time is allocated specifically to you. Failure to attend prevents another patient from receiving care.
5. Technical Issues
Patient Connection: It is your responsibility to ensure you have a stable internet connection and a working camera/microphone. No refunds will be issued for inability to connect due to patient-side technical issues.
Clinic Connection: In the unlikely event that our clinician experiences a technical failure, we will contact you immediately to either provide an alternative phone consultation or offer a full refund/reschedule at your preference.
6. Reasonable Adjustments
"We are committed to providing accessible care. If you have specific communication needs—such as requiring a British Sign Language (BSL) interpreter for your video call or needing information in large print—please notify us at the time of booking so we can make the necessary reasonable adjustments."