Patient information — what you're entitled to if you need to cancel, reschedule, or miss an appointment with Raiys.
Each appointment at Raiys represents dedicated time reserved specifically for you with one of our clinicians. When an appointment is cancelled at short notice, or missed altogether, that time cannot be offered to another patient who may be waiting.
This policy sets out what you're entitled to by way of refund depending on how much notice you give us if you need to cancel or rearrange your booked appointment, and what happens if you miss an appointment without letting us know.
| Cancelled assessments | Refund entitlement | Why |
|---|---|---|
| Cancelled Assessment — where an assessment has been paid for, but not all evidence has been provided, and the cancellation is within 14 days from payment | 40% of the fee is refunded | Raiys have invested resources preparing and processing your assessment. |
| Cancelled Assessment — more than 14 days from payment or where all evidence has been submitted and the clinical consultation has not been completed | No refund (100% fee retained) | Raiys has processed your assessment and has worked on your appointment; we may have incurred additional expenses. |
Where you cancel a paid appointment (not part of an assessment package), the refund due depends on how much notice you give us before your scheduled appointment time:
| Notice given | Refund entitlement | Why |
|---|---|---|
| 7 days or more before your appointment | 75% refund or, if the appointment is rearranged for another date and time, no charge is made | There is enough time for us to offer your appointment to another client and to recover the costs Raiys incurred in processing your appointment. |
| Between 6 days and 4 days before your appointment | 50% refund or, if the appointment is rearranged for another date and time, no charge is made | There is not enough time for us to offer your appointment to another client and to recover the costs Raiys incurred in processing your appointment. |
| 4 days or less before your appointment | No refund (100% fee retained) | There is not enough time for us to offer your appointment to another client and to recover the costs Raiys incurred in processing your appointment. |
| Non-attendance (DNA) — no notice given | No refund (100% fee retained) | Resources have been allocated to your healthcare and cannot be redeployed. |
If you don't attend your scheduled appointment and haven't let us know in advance, your clinician will wait online for you for up to 15 minutes and try to reach you by phone during that time. Your appointment will be recorded as a Did Not Attend.
We recognise that genuine emergencies and exceptional circumstances happen. It is at the company's sole discretion to agree to any exceptional circumstances and apply any variation to this policy.
If you'd like to move your appointment to a new date rather than cancel it outright, please contact us as far in advance as possible. Where you give us 7 or more days' notice, we can move your appointment at no charge. Where less notice is given, the same notice-tiered refund terms set out in Section 3 apply to the original appointment before we book a new one, since the reserved clinical time on the original date has still been lost.
To cancel or reschedule an appointment, please contact us as soon as you know you're unable to attend — the sooner you let us know, the more likely you are to receive a full or partial refund under the tiers in Section 3.
If anything in this policy isn't clear, or you'd like to discuss a specific situation before you book, please contact our team — we're happy to help.
Email: appointments@raiys.com
Telephone: 0330 633 0222
Address: 124 City Road, London, EC1V 2NX