How to request a cancellation

To cancel your consultation or request a refund, simply email our team using the button below. We will review your request and respond within one business day.

Please include the following in your email:

• Your consultation reference number (from your confirmation email)
• The email address used when you placed your order
• Your reason for cancellation

If you are eligible for a refund, we will process it back to your original payment card, no bank details needed.

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 certificates are issued the same day, or by 9am the next morning, 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 cancel after review has begun but before documentation is issued, and you asked us to begin immediately, we may charge a proportionate amount for the clinical work already carried out and refund the balance. 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.

Our team operates Mon, Fri, 08:30, 18:00. If you have an urgent query, you can also call us on +44 (0)131 270 3762. Refunds are subject to our refund policy. If you are unhappy with how your request is handled, see our complaints and feedback page.