Cancellations and missed appointments
We know life can be unpredictable, and sometimes you'll need to change or cancel an appointment. This page explains how to do that, and what we ask in return, so we can keep appointments available for everyone who needs them.
Changing or cancelling your appointment
If you need to rearrange or cancel, please let us know as early as you can, and at least 24 hours before your appointment. That gives us the chance to offer your slot to another patient who needs it.
Deposits for new patients
To secure a first appointment, we ask new patients to pay a small deposit. This isn't an extra charge, it goes towards the cost of your appointment on the day.
New patients are asked to pay their deposit within 24 hours of receiving their booking email. If we don't receive it, the appointment may be released so another patient can use it.
Missed and late-cancelled appointments
An appointment is counted as missed if you don't attend, or if you cancel with less than 24 hours' notice. We understand this happens occasionally, and we'll always treat it fairly:
- For new patients, a missed first appointment means the deposit isn't refunded.
- For returning patients, we'll send a friendly reminder of this policy the first time it happens.
- Where appointments are repeatedly missed, we may ask for a deposit or payment in advance before booking again.
Whatever happens, we'll always offer you another appointment at the earliest time that suits you.
Running late
If you're running behind, please call ahead and we'll do our best to still see you. To keep things fair for other patients, we may need to shorten your appointment or, if too much time has passed, find you another slot.
Why we ask this
As a small, independent clinic, an empty slot is one another patient could have used. A little notice genuinely goes a long way, it helps us keep waiting times short and care easy to access for everyone. Thank you for understanding.