Cancel, change or amend your consultation
Use this page to cancel a consultation and request a refund, correct a detail on a certificate that has already been issued, or change an answer you gave on the form. One request, and our team is here around the clock to deal with it.
Still waiting for your document?
Evidence is reviewed by a GMC-registered doctor on the same day, and documentation is issued where the doctor determines it is clinically appropriate. If the reviewing doctor needs anything further, they contact you directly, so check your inbox and your spam folder before cancelling.
If nothing has arrived and the expected time has passed, choose Chase an existing consultation below rather than cancelling.
Something wrong on your certificate?
A spelling, a date, an employer name or a missing detail does not need a cancellation. We correct and re-issue an already issued certificate free of charge, and you keep the document you have paid for.
Choose Amend a certificate already issued below and tell us exactly what needs changing.
Doctor unable to issue?
If the reviewing doctor decides documentation cannot be issued in your situation, you are refunded in full automatically. You do not need to submit anything on this page, and there is nothing for you to chase.
Refunds go back to the card you paid with. We never ask you for bank details.
Submit your request
Fields marked * are required. Your request goes straight to our support team.
Your right to cancel
As a consumer you normally have 14 days after the day the contract is entered into, which is the day we accept your order, to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Because most documentation is issued quickly, we ask you at checkout to request that clinical review begins straight away and to acknowledge that you lose the right to cancel once the service has been fully performed. If you do not give that consent, review does not begin until the cooling-off period has ended or until you tell us to proceed.
How this works in practice
- Before clinical review begins. Cancel and you receive a full refund.
- After review has begun, before documentation is issued. Where you asked us to begin immediately, we may charge a proportionate amount reflecting the clinical work already carried out, and the balance is refunded. If you did not ask us to begin immediately, you are not charged for any part of the service.
- After documentation has been issued. The service has been fully performed, so the cooling-off right no longer applies where you asked us to begin immediately and acknowledged that you would lose it. Your rights under the Consumer Rights Act 2015 continue to apply.
- Where the doctor cannot issue. You are refunded in full automatically, with nothing to submit and nothing to chase.
How refunds are paid
Refunds are made to the original payment method within 14 days of the day we are told of your decision to cancel, and we do not charge a fee for making one. In most cases funds appear within five working days, depending on your bank or payment provider. We never ask you for your account number or sort code, and you should treat any message that does as suspicious.
This page sits alongside our full refund policy, which governs where the two differ.
Common questions
How quickly will you reply?
As quickly as we can. Our team works around the clock, 7 days a week, so requests submitted at a weekend or overnight are picked up rather than left waiting for the next working day. Including your consultation reference is the single fastest way to get a request resolved.
My certificate has a mistake on it. Do I have to cancel and start again?
No. Corrections to a certificate that has already been issued are made free of charge. Choose Amend a certificate already issued on the form above and describe exactly what needs changing. You keep the documentation you have paid for.
I gave the wrong details on the questionnaire. Can I still change them?
Yes, and the sooner the better. If clinical review has not yet concluded, choose Change an answer I gave on the form and tell us what the correct information is, so the reviewing doctor assesses your case on accurate information.
The doctor could not issue my documentation. Do I need to request a refund?
No. Where the reviewing doctor determines that documentation cannot be issued in your situation, the full amount is refunded automatically to the card you paid with. You do not need to submit this form.
Do you need my bank details to refund me?
Never. Refunds are returned to the card or payment method used at checkout. We will not ask you for an account number or a sort code, and you should not send them to us.
How long does the money take to reach me?
Refunds are processed within 14 days of the day we are told of your decision to cancel. In most cases the funds appear within five working days, though the exact timing depends on your bank or payment provider.
I am not happy with how my request was handled.
Tell us, and we will look at it properly. Our complaints and feedback page sets out how a complaint is escalated and what you can expect at each stage.
