Refund policy
Refund Policy
How refunds are handled for bookings made through Book a Scan.
This Refund Policy explains how refunds are handled for bookings made through the Book a Scan website.
Book a Scan is operated by AIS Health Ltd.
We act as a booking intermediary for independent imaging providers.
1. Scope of This Policy
This policy applies to payments made through Book a Scan.
It covers refunds for scan bookings, booking requests, cancelled appointments and bookings declined after review.
It should be read alongside our Terms and Conditions, Booking and Cancellation Policy and Medical Disclaimer.
2. Booking Payments
Payment may be required when you submit a booking request.
Payment does not always mean your appointment is confirmed.
Some scans require clinical review, referral checks, safety checks or provider approval before confirmation.
Your booking is only confirmed in writing.
Confirmation may come from Book a Scan or the imaging provider.
3. When a Full Refund May Be Issued
A full refund may be issued in the following circumstances.
- Your booking is declined after clinical review.
- The provider cannot accept your booking.
- The provider cancels your appointment.
- No suitable appointment can be arranged.
- The scan is not clinically appropriate for you.
- Required safety checks cannot be satisfied.
- A provider-specific requirement prevents the booking.
Where appropriate, we may offer an alternative provider, location, scan type or pathway.
You do not have to accept an alternative pathway.
4. Cancellation by the Patient
If you wish to cancel your booking, please contact us as soon as possible.
Refund eligibility depends on how much notice you give and the provider’s own cancellation terms.
More than 48 hours before appointment
A full refund may be issued, less any non-refundable booking or administration fee where applicable.
24 to 48 hours before appointment
A partial refund may be available. A provider cancellation fee may apply.
Less than 24 hours before appointment
The full booking fee may be retained. This depends on provider terms and appointment stage.
Non-attendance
No refund will usually be issued if you do not attend without prior notice.
Provider-specific cancellation terms may override these general terms.
We will aim to explain these terms at booking confirmation.
5. Rescheduling and Refunds
If you ask to reschedule, we will try to assist.
Rescheduling is subject to provider availability.
A rescheduling fee may apply.
This is more likely when the request is made within 24 hours of the appointment.
Some providers may treat short-notice rescheduling as a cancellation.
6. Provider Cancellation
If the imaging provider cancels your appointment, we will contact you as soon as possible.
We will aim to offer a suitable alternative appointment.
If no suitable alternative is available, a full refund will be issued.
We are not responsible for indirect costs.
Book a Scan is not liable for travel, parking, accommodation, childcare, loss of earnings or other costs caused by cancellation.
7. Bookings Declined After Clinical Review
Some scans require clinical review before confirmation.
Your booking may be declined if the scan is unsuitable, unsafe or not accepted by the imaging provider.
If your booking is declined after clinical review, we will issue a full refund where payment has been taken.
We may advise you to speak to your GP, consultant or another qualified clinician.
8. Refunds Where Information Is Inaccurate
You must provide accurate, complete and up-to-date information.
This includes medical history, symptoms, medications, pregnancy status, allergies and implant information.
If inaccurate or incomplete information affects your booking, refund eligibility may be reduced.
This may apply where the provider has already reserved an appointment or incurred costs.
9. Missed Appointments
If you do not attend your appointment, no refund will usually be issued.
If you arrive late, the provider may be unable to perform your scan.
Late arrival may be treated as non-attendance.
10. Failure to Follow Preparation Instructions
Some scans require preparation before attendance.
This may include fasting, drinking water, avoiding certain medication, or bringing documents.
If you do not follow the preparation instructions, the provider may cancel, delay or change your appointment.
In these circumstances, a refund may not be available.
11. Administration or Booking Fees
Some bookings may include a booking or administration fee.
This fee may cover processing, forms, communication, provider coordination and booking support.
Where a booking or administration fee is non-refundable, this will be stated where appropriate.
12. How Refunds Are Processed
Refunds are processed to the original payment method.
Refunds are usually processed within 5 to 10 working days.
Your bank, card provider or payment processor may take longer to show the refund in your account.
We will notify you by email once a refund has been issued.
13. Non-Refundable Circumstances
Refunds may not be available in certain circumstances.
- You do not attend your appointment.
- You cancel at very short notice.
- You arrive too late for the scan to be performed.
- You do not follow preparation instructions.
- You provide inaccurate or incomplete information.
- You fail to bring required documents or identification.
- The provider charges a late cancellation fee.
Each case will be considered in line with provider rules and the stage of the booking.
14. How to Request a Refund
To request a refund, please contact us through the details provided on our website.
Please include your full name, booking reference, appointment date and reason for the refund request.
We recommend contacting us by email.
This gives you a written record of your request.
15. Changes to This Policy
We may update this Refund Policy from time to time.
The current version will always be available on our website.
The updated policy will apply from the date it is published.
16. Contact
If you have questions about a refund, please contact us through the contact details provided on our website.
AIS Health Ltd
Trading as Book a Scan
4th Floor, Silverstream House
45 Fitzroy Street
Fitzrovia
London
England
W1T 6EB
Website: https://www.bookascan.co.uk