Refund Policy @ MedicalCert
Accepted by most UK employers, universities and insurers, subject to their own policies. All consultations are subject to clinical assessment and certificates are issued only where clinically appropriate.
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Last updated: 10 August 2026
MedicalCert is a digital platform connecting patients with independent GMC-registered doctors for private medical consultations. Payments made through this platform cover the cost of independent clinical review, professional evaluation, and administrative processing associated with your request. Documentation is issued only where the reviewing doctor determines it is clinically appropriate following their independent assessment.
This policy sits alongside your statutory rights. Nothing in it removes or limits the rights you have under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015.
Your Statutory Right to Cancel
Where you are 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 a distance contract for services under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This is known as the cooling-off period.
Because most certificates are issued the same day, or by 9am the next morning, we ask you at checkout to expressly request that the clinical review begins immediately, and to acknowledge that you will lose the right to cancel once the service has been fully performed. If you do not give that consent, we will not begin the review until the cooling-off period has ended or until you tell us to proceed.
How this works in practice:
- Cancel before any clinical review has begun and you receive a full refund.
- Cancel after the review has begun but before documentation is issued and, where you asked us to begin immediately, you may be charged a proportionate amount reflecting the clinical work already carried out. The balance is refunded. If you did not ask us to begin immediately, you are not charged for any part of the service.
- Once documentation has been issued the service has been fully performed, and the cooling-off right no longer applies where you asked us to begin immediately and acknowledged that you would lose that right. Your rights under the Consumer Rights Act 2015 continue to apply, as set out below.
To cancel, email help@medicalcert.co.uk with your order reference. You may use the model cancellation form set out in the Regulations, but you are not required to.
If the Service Falls Short: Consumer Rights Act 2015
Under the Consumer Rights Act 2015, a service must be carried out with reasonable care and skill, within a reasonable time, and in line with any information we have given you that you relied on.
If it is not, you are entitled to a remedy regardless of whether documentation has already been issued:
- Repeat performance under section 55. We will put the shortfall right at no additional cost to you, within a reasonable time and without significant inconvenience.
- Price reduction under section 56. Where repeat performance is impossible, or where we have not provided it within a reasonable time, you may claim an appropriate reduction in the price. Depending on the circumstances that reduction may be the full amount paid.
Examples of when these remedies may apply include documentation containing an error attributable to us, documentation not delivered within the timeframe stated at the point of purchase, or an assessment not carried out to a reasonable professional standard.
To raise a claim, email help@medicalcert.co.uk with your order reference and a description of the problem. We will acknowledge within three working days.
Automatic Full Refunds
If the reviewing doctor determines that documentation cannot be issued following clinical review, a full refund is provided automatically. This includes situations where:
- The reviewing doctor determines there is insufficient clinical basis to issue a certificate or medical letter.
- The reviewing doctor assesses the patient as not clinically eligible for the requested documentation.
- The reviewing doctor declines the request on professional grounds.
No action is required from you to receive this refund.
When a Refund Is Not Due
Outside the statutory rights set out above, a refund is not normally provided where:
- Documentation has been issued and delivered following your express request for the service to begin immediately and your acknowledgement that you would lose the right to cancel once the service was fully performed, and the service was carried out with reasonable care and skill.
- Documentation was prepared correctly in accordance with the reviewing doctor's clinical findings.
- A third party, such as an employer, airline, insurer, university, sporting body, or other organisation, declines to accept the issued document. Acceptance is governed by that organisation's own policies and is outside our control.
- Incorrect, misleading, or incomplete information was knowingly provided during the assessment process.
None of the above limits your right to repeat performance or price reduction under the Consumer Rights Act 2015 where the service itself fell short.
Duplicate Payments and Technical Errors
Where a duplicate payment occurs, or a verified technical error prevents your submission from reaching a doctor for clinical assessment, a full refund is processed to the original payment method.
Refund Processing Time
Refunds are returned to the original payment method used at checkout, and we do not charge a fee for issuing one. Where a refund is due following cancellation, it is issued within 14 days of the day we are told of your decision to cancel, as required by the Consumer Contracts Regulations 2013. Where a refund is due as a price reduction under the Consumer Rights Act 2015, it is issued within 14 days of the day we agree you are entitled to it. In most cases funds appear within five working days, depending on your bank or payment provider.
Complaints
If you are unhappy with how a refund request has been handled, email help@medicalcert.co.uk and we will acknowledge your complaint within three working days. Our Complaints and Feedback page explains what to include and what happens next. Concerns about the professional conduct of a reviewing doctor may also be raised directly with the General Medical Council.
Platform Structure
MedicalCert connects patients with independent GMC-registered doctors for private medical consultations. All clinical decisions are made independently by the reviewing doctor and cannot be influenced by commercial outcome.
Payment processing and platform administration are managed through Nobel Medical LLC, a limited liability company registered in the State of Delaware, United States, at 131 Continental Drive, Suite 305, Newark, DE 19713. This administrative structure does not replace clinical oversight or professional regulation. Reviewing doctors remain individually accountable to the General Medical Council.
Contact
For refund enquiries, contact our support team and include your order reference number.
Email: help@medicalcert.co.uk
