Cancellation Policy

Cancellation Policy

Understand our cancellation, refund, and rescheduling policies for medical appointments booked through HealMinded.

Last updated: 2024

Data Controller

Company Legal Name: Rincewind Ltd. (trading as HealMinded)

Registered Address: 349C High Road, London, England, N22 8JA, United Kingdom

Company Number (UK): 13748045

Telephone: +44 (0)7467 568145

Email: info@healminded.co.uk

1. Scope and Relationship with Providers

HealMinded is a marketplace/coordination platform. When you book an appointment through the Website, you enter into a direct contractual relationship with the relevant Provider (hospital/clinic/doctor). HealMinded does not provide medical services and acts as booking/intermediation support, including collection/holding of deposits on a Provider's behalf as described below.

2. Please Read Before Booking

By booking any appointment through healminded.co.uk, you acknowledge and accept this Cancellation Policy. Appointment details are not shared with irrelevant third parties and are handled in line with the Privacy Policy.

3. Applicable UK Law and Consumer Information

This Policy is intended to comply with UK consumer and payments law, including (as applicable):

  • • Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
  • • Consumer Rights Act 2015
  • • Payment Services Regulations 2017

Note on "cooling-off" rights: Many healthcare services are date-specific and/or begin within any potential cooling-off period with your express request/consent, which may limit or disapply statutory cancellation rights once performance has begun. This Policy sets out the commercial cancellation and rescheduling terms offered via HealMinded in addition to any non-excludable statutory rights.

4. Card Security and Fraudulent Use

Consistent with the Payment Services Regulations 2017, if your payment instrument is used fraudulently in connection with a distance booking, you may be entitled to a refund/chargeback from your card issuer. Please contact your bank/card provider promptly and notify HealMinded at info@healminded.co.uk so we can cooperate with any investigation.

5. Deposits / Down Payments and Trust Holding

To secure an appointment, a deposit/down payment may be captured on behalf of the selected Provider via a third-party payment processor. HealMinded will notify you of the amount in advance.

Deposits collected by HealMinded are held in a non-interest-bearing client/trust account until the earlier of:

  • (a) your cancellation under this Policy; or
  • (b) the Provider's valid request for release (e.g., upon confirming/scheduling treatment in accordance with the agreed terms).

6. Non-Refundable Nature of Deposits

Unless one of the Good-Cause Refund scenarios in Section 7 applies, deposits are non-refundable. This reflects reservation of clinical time/resources and administrative costs. This term is intended to be fair and proportionate under the Consumer Rights Act 2015.

7. Good-Cause Refunds (Full Deposit Refund)

A full refund of the deposit will be made where any of the following is evidenced in writing:

  • 1. The Provider determines you are not eligible for the planned treatment
  • 2. The Provider determines you are not eligible to travel (e.g., due to medical clearance)
  • 3. Force majeure (see Section 13)
  • 4. Death, provided no services have yet been rendered by the Provider

Refunds are returned to the original payment method where possible. Where a bank transfer is required, any applicable transfer fees may be deducted from the refund.

8. Rescheduling Policy

You may reschedule once free of charge:

  • • Up to 12 months from the original appointment date, provided you request rescheduling ≥14 days before the appointment; or
  • • At any time if a Good-Cause scenario in Section 7(1)–(3) applies

Rescheduling requests made <14 days before the appointment may be treated as a late cancellation (see Section 9).

9. Late Cancellations and No-Shows

  • • A late cancellation occurs when you cancel inside 14 days before the appointment time/date (or a longer period if stated in the Provider's own policy disclosed at booking)
  • • A no-show occurs when a patient does not attend and does not cancel

In either case, the Provider may charge up to the full operation/procedure fee and the deposit is forfeited, unless a Good-Cause refund under Section 7 applies. HealMinded will process charges/refunds as instructed by the Provider, in accordance with this Policy and applicable law.

10. How to Cancel or Reschedule

All cancellations/reschedules must be made through HealMinded (not directly with Providers) so that your request can be logged and handled under this Policy.

  1. 1. Complete the Cancellation/Reschedule Request Form: Download Form
  2. 2. Email the signed form to finance@healminded.co.uk (or info@healminded.co.uk if finance is unavailable)
  3. 3. Keep proof of dispatch (timestamped email or recorded post). Your request is effective when received by HealMinded

If you need the form in another format or language, contact info@healminded.co.uk.

11. Refund Method and Timing

  • • Payments made by card will be refunded to the original card where feasible
  • • Payments made by wire transfer/bank deposit/money order/cashier's cheque/traveller's cheque will be refunded by bank transfer; applicable transfer fees may be deducted
  • • Refund processing times may vary based on the payment processor/banking channels. HealMinded aims to process eligible refunds within a commercially reasonable period after receipt of a complete request and necessary confirmations from the Provider

12. Pre-Operative Conduct

You agree not to consume alcohol or prohibited drugs/substances for at least 2 weeks prior to surgery. Breach may result in cancellation without refund where the Provider deems proceeding clinically unsafe.

13. Force Majeure

Neither HealMinded nor the Provider is liable for failure/delay caused by events beyond reasonable control (e.g., natural disasters, pandemics/epidemics, strikes, war, civil unrest, acts of government, major network outages). If such an event lasts more than 30 days, either party may terminate the booking; in such cases, Good-Cause Refund rules apply.

14. Evidence and Audit

HealMinded may require reasonable supporting documentation for Good-Cause refunds (e.g., Provider's medical ineligibility report). HealMinded may withhold release/refund pending receipt of such documentation where lawful and proportionate.

15. Complaints and Escalation

If you believe this Policy has been misapplied, please email info@healminded.co.uk. You may also have rights to seek redress via your card issuer (chargeback) and, where applicable, through UK consumer protection bodies or the courts.

16. Governing Law and Jurisdiction

This Cancellation Policy and any dispute/claim (including non-contractual disputes/claims) is governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction.

17. Changes to This Policy

HealMinded may revise this Policy from time to time. Material changes will be notified on the Website and/or by email where appropriate. Continued use of booking services after changes take effect constitutes acceptance of the updated Policy.

Contact Us

For questions about this Cancellation Policy or to request a cancellation/reschedule:

Email: info@healminded.co.uk

Finance Email: finance@healminded.co.uk

Phone: +44 (0)7467 568145

Post: 349C High Road, London, England, N22 8JA, United Kingdom

By booking appointments through HealMinded, you acknowledge that you have read, understood, and agree to this Cancellation Policy.

Important Forms:

Download Cancellation Request Form