Cancellations & Rescheduling Policy
This policy explains what happens if you need to cancel, reschedule or are unable to attend your appointment.
Last updated: 16 July 2026
1. Overview
At Fluence Clinic, we are committed to providing timely, high-quality care to all patients. Appointments are reserved specifically for each patient, and our psychiatrists review clinical information and prepare for the consultation in advance.
To ensure appointments are available for those in need, we have the following Cancellation & Rescheduling Policy in place:
- If you cancel with at least three business days’ notice: You will receive a full refund.
- If you reschedule with at least three business days’ notice: Your full payment will be transferred to your new appointment.
- If you cancel or reschedule with fewer than three business days’ notice: A fee equal to 50% of the appointment cost will apply.
- If you miss your appointment without notifying us: The same 50% fee will apply.
2. Cancelling or Rescheduling Your Appointment
Please provide at least three business days’ notice before your scheduled appointment time if you need to cancel or reschedule. Business days are Monday to Friday, excluding bank holidays.
When sufficient notice is provided:
- If you cancel, you will receive a full refund to your original payment method.
- If you reschedule, the full amount paid will be transferred to your new appointment.
3. Late Notice Changes and Missed Appointments
If you provide fewer than three business days’ notice, a fee equal to 50% of the appointment cost will apply.
As appointments are paid for in advance:
- Late cancellation: Fluence Clinic will retain 50% of the appointment cost and refund the remaining 50%.
- Late rescheduling: The remaining 50% of your payment will be transferred to your new appointment. The outstanding balance must be paid before the new appointment is confirmed.
- Missed appointment: If you do not attend without notifying us, your appointment will be treated as a late cancellation.
4. Technical Difficulties
As Fluence Clinic provides appointments by video call, please check your internet connection, camera and microphone before your appointment.
If you experience technical difficulties, please contact us as soon as possible.
- Where possible, we will try to help you connect or continue the appointment.
- Technical difficulties affecting your own device or internet connection will be considered individually. The fee for a late-notice change may apply if the appointment cannot proceed.
- If the appointment cannot proceed because of a technical issue within Fluence Clinic’s control, you may transfer the full amount paid to another appointment or receive a full refund.
5. Exceptional Circumstances
We understand that genuine emergencies and unexpected events can make it difficult to attend an appointment or contact us in advance. Please contact us as soon as you are able to.
We will consider your circumstances individually and may reduce or waive the fee on compassionate grounds.
6. If Fluence Clinic Needs to Cancel or Reschedule
If we need to cancel or reschedule your appointment, we will contact you as soon as possible. You may choose to:
- Transfer the full amount paid to another suitable appointment; or
- Receive a full refund to your original payment method.
You are not required to accept an alternative appointment, and no cancellation or rescheduling fee will apply.
7. How to Cancel or Reschedule
You can cancel or reschedule through the Patient Portal at any time. We recommend using the portal because it updates your booking immediately and releases the appointment to other patients as quickly as possible.
For changes made with fewer than three business days’ notice, you will not be able to book another appointment until our team has confirmed that the late-notice fee has been paid or waived.
If you are unable to use the Patient Portal, please call us during business hours or email hello@fluenceclinic.co.uk for assistance.
In this policy
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