Cancellation

01Before you sign the treatment proposal: withdrawing

From the Consent Form until you sign the treatment proposal and agreement, you are committed to nothing. Tell us by telephone, e-mail or post that you do not wish to go on; you do not have to give a reason. We stop, tell any hospital we have asked that the case is not going ahead, delete your medical records within 30 days and keep only what section 7 of our Privacy notice lists. We confirm in writing within 2 working days.

02After you sign: ending your agreement with us

You can end the agreement at any time, for any reason, at no cost, by telephone, e-mail or post. We confirm in writing within 2 working days, tell the hospital that you are not going ahead, and delete your medical records within 30 days (within 3 months if a claim is under way, so that we can hand your file to you first). Records already sent to the hospital stay with the hospital under its own rules.

Your legal right to cancel within 14 days. Because you sign at a distance, you have a right to cancel the agreement within 14 days of signing without giving a reason. To use it, tell us clearly; it is enough to send your message before the 14 days are over. You may use the form at the end of this policy, but you do not have to. As you pay us nothing, there is nothing to refund and nothing to pay, even if we have already started work for you.

03Cancelling or changing your treatment at the hospital

Your treatment is under your own agreement with the hospital, and the hospital's cancellation terms apply to anything you have paid it. Those terms are the hospital's, not ours, and we gave them to you in writing in your treatment proposal before you paid anything.

• If you need to cancel or move a date, tell us as early as you can. We tell the hospital straight away and ask for any refund you are due under its terms.

• We cannot promise that the hospital will refund you, and we do not refund money you paid to the hospital.

• If you are too unwell to travel, tell us and your own doctor. We ask the hospital for a new date.

04If the hospital moves your date, changes the price or cannot treat you

After it has reviewed your full records, the hospital may change its price or find that the treatment should not go ahead; and it may move your date for medical or practical reasons. In each case:

• we tell you as soon as we know, by telephone and in writing;

• you may withdraw at no cost, or we help you agree a new date or, if you wish, look for another hospital;

• we ask the hospital to refund anything you have paid for treatment that does not take place, under its terms;

• we carry no responsibility for the hospital's decision or for the moved date; we help you rearrange.

Travel and accommodation. You book and pay for these yourself, and we cannot repay them if a date moves. Book fares and rooms that can be changed or refunded, and check what your travel insurance covers. If a date moved because of a mistake we made, tell us: we are responsible for our own mistakes, as the agreement says. Your public payer repays only treatment you have actually received; it does not repay a cancelled treatment, travel or accommodation.

05If we have to stop

We may end the agreement by writing to you with our reasons if information you gave us is untrue or incomplete in a way that matters; if your treatment falls outside the scheme in your country; if the hospital finds you unsuitable and you do not wish us to look further; or if we cannot safely continue. If we stop, it costs you nothing. We tell the hospital, give you your file by a download link, and delete your medical records within 30 days. Any agreement you already have with the hospital stays in place until you or the hospital end it.

Cancellation form

Cancellation policy, version 2, 21 October 2026.