Cancellation, rescheduling and refunds.
This policy explains statutory cancellation rights, appointment changes, early performance, fair deductions and refunds.
1. How to cancel
Tell us clearly that you wish to cancel by emailing joyediran@orchis-iv.co.uk or calling 07399 177445. Please include your name, booking reference and appointment date. A particular form of words is not required.
2. Statutory 14 day cancellation period
A qualifying consumer contract made online, by telephone or away from our business premises may carry a cancellation period ending 14 days after the day the contract was made. Corporate clients acting for business purposes do not receive consumer cooling off rights.
If you cancel within a qualifying period before performance has begun, we will refund the amount due within 14 days of being informed, using the original payment method unless otherwise agreed. Legal exceptions may apply to particular contracts or fully performed services.
3. Appointments within 14 days and early performance
If your appointment is due to take place before the 14 day period ends, checkout will ask you to make an express request for Orchis IV to begin the service early. The acknowledgement will not be preselected.
“I expressly request Orchis IV to begin providing the booked service before the end of the 14 day cancellation period. I understand that, once the service has been fully performed, I will lose my statutory right to cancel. If I cancel after performance has begun, I may be required to pay a proportionate amount for services already supplied.”
If you cancel after work has begun but before the service is complete, we may charge only the proportionate amount permitted by law for what has actually been supplied. Once the service has been fully performed, the cancellation right is lost only if the required request and acknowledgement were obtained. Nothing in this section reduces rights where the service was not supplied with reasonable care and skill.
4. How appointment deductions are calculated
Cancellation charges are not automatic penalties. We may deduct only documented, reasonable direct loss caused by the cancellation. This may include nonrecoverable laboratory, kit, courier, consumable, travel or reserved clinical capacity costs actually incurred.
We will take reasonable steps to reduce the loss. Savings, cancelled supplier costs, a refilled appointment and other amounts recovered will be deducted. The same loss will never be charged twice. You may request a written breakdown.
| Notice | Maximum deduction, subject to documented direct loss |
|---|---|
| More than 48 hours | Recoverable amounts are refunded. Only actual, nonrecoverable costs already committed for the booking may be deducted. |
| 24 to 48 hours | The part relating to lost clinical time is capped at 50% of the clinical service fee. Actual nonrecoverable third party costs may also be included, but nothing is double counted and the total deduction cannot exceed the amount paid. |
| Less than 24 hours or nonattendance | Documented direct loss may be deducted, capped at the amount paid for the affected appointment. This is not an automatic 100% charge. |
| After travel has begun | Actual travel cost, work supplied and committed costs may be deducted, subject to the overall amount paid and statutory rights. |
If a £200 appointment is cancelled 30 hours beforehand, the lost clinical time deduction cannot exceed £100. If the slot is refilled and no supplier cost was committed, the actual loss may be little or nothing. If a nonrefundable laboratory charge was already incurred, it may be included once, with an itemised explanation, but the overall deduction cannot exceed what was paid.
5. Rescheduling
One reschedule is normally permitted with at least 24 hours’ notice, subject to availability, laboratory timing and any disclosed price difference. A second change, or a change within 24 hours, may be treated as a cancellation and new booking. Time sensitive tests may no longer be suitable after rescheduling.
6. Priority and earlier bookings
Submitting a priority request does not create a booking and no cancellation charge applies to the request itself. If an appointment is later agreed and paid for, the additional £20 priority fee may be included in documented direct loss only once earlier capacity has genuinely been reserved and cannot reasonably be reused. It is not automatically nonrefundable. Travel loss is considered only once travel has begun. If Orchis IV cancels and cannot provide a suitable alternative, all charges for unperformed work, including the priority fee, will be refunded.
7. Late arrival and nonattendance
The clinician will make reasonable contact attempts and will normally wait up to 15 minutes where safe and practical. Failure to answer, provide access, supply a correct address or be ready may be treated as a cancellation. Any deduction remains limited to documented direct loss and the caps above.
8. Delay or cancellation by Orchis IV
Where we are materially delayed, we may offer a revised arrival time, later attendance, priority rescheduling or cancellation with a refund of unperformed services. If we cancel for operational reasons, you may choose a suitable replacement or refund. Where we end a visit because of unsafe premises or conduct, only a fair amount for documented travel and work supplied may be retained.
9. Events outside reasonable control
Severe weather, road closure, traffic incidents, sudden clinician illness, laboratory closure, courier failure, public emergency, utility failure and similar events may require postponement. We will take reasonable steps to reduce disruption. Unperformed services will be refunded where a reasonable replacement cannot be provided, less only a lawful amount for documented direct costs that could not be recovered.
10. Corporate bookings
Unless a proposal states otherwise, a 50% payment reserves the date and the balance is due 14 days before the event. A business cancellation charge must reflect actual contractual loss and the signed proposal. Corporate terms may differ from consumer rights and will take precedence for that business booking.
11. Laboratory, kits and bespoke testing
Laboratory, kit, courier and specialist charges may become nonrecoverable once registered, dispatched, ordered, opened, booked, accepted or otherwise committed. Bespoke and time sensitive work is not automatically nonrefundable. Any deduction will reflect actual work and unrecoverable cost, supported by records where reasonably available.
12. Unsuccessful venepuncture
- Up to three attempts may be made at the first visit, subject to clinical judgement and continuing consent
- One return visit within three calendar days may be offered where clinically and operationally appropriate
- Up to three attempts may be made at the return visit, subject to clinical judgement and consent
- After two unsuccessful visits, the blood collection fee is normally refunded
- Only documented, reasonable travel, laboratory, kit, consumable or priority loss already incurred may remain payable
- Failure to follow material preparation instructions may affect a complimentary return, but any charge must remain fair and reflect actual loss
Statutory rights safeguard: these terms do not apply to exclude a remedy where the collection was unsuccessful or caused harm because Orchis IV failed to provide the service with reasonable care and skill.
13. Rejected or compromised samples
Where an act or omission by Orchis IV caused a sample failure, we will offer an appropriate repeat without another collection or travel charge, a price reduction or a refund where repeat performance is not reasonable. Where the cause is a client owned kit, biological factor, preparation issue or event genuinely outside our reasonable control, a new charge may apply after explanation and agreement.
A laboratory or courier selected by Orchis IV for an Orchis IV package may perform part of the service, but this policy does not exclude responsibility the law places on Orchis IV for the consumer contract.
Statutory rights safeguard: nothing in this section limits rights or remedies for services not supplied with reasonable care and skill or not conforming to the contract.
14. ABPM deposits and equipment
A deposit may be required before equipment is released. It will be refunded after timely return and inspection, less reasonable documented deductions for avoidable loss, damage, missing accessories or late return. Normal wear and device malfunction not caused by the client are not charged.
15. Refund method and timescale
Refunds are normally made to the original payment method. Statutory refunds are processed within the legally required period. Other approved refunds and undisputed deposits are normally processed within 14 calendar days. The payment provider may take additional time to display the funds.
16. Questions, disputes and statutory rights
You may request a written breakdown of a deduction and challenge a decision through the Complaints Policy. Nothing in this policy removes or restricts statutory rights, including remedies under the Consumer Rights Act 2015 for services not supplied with reasonable care and skill.