These terms apply to outpatient appointments booked after you receive and accept this version. Earlier bookings remain subject to their original terms.
Cancelling or moving your outpatient appointment
You can cancel or move your appointment free of charge with 24 hours' notice or more. We will tell you the exact local date and time of that deadline for your booking. You can cancel at any hour through your Carebit account or by email; the time your message arrives is the time that counts.
With less than 24 hours' notice, the cancellation fee is 100% of the self-pay price of your appointment. If you do not attend, the fee is 100% of that price. We will give you the agreed price for your particular appointment before you accept the booking.
If you are paying for yourself, your appointment must be paid in full no later than 48 actual hours before it starts. If it is not paid at that deadline, we cancel the appointment and release the slot without a fee. We will tell you the exact local date and time of your payment deadline. An appointment booked less than 48 hours ahead is confirmed when it is paid. If you cancel with 24 hours' notice or more, we refund you in full.
After 2 chargeable missed or late-cancelled appointments within 24 months, payment is taken when you book. If you are insured, we instead take a refundable deposit equal to the self-pay price of the appointment. Any applicable fee is deducted and the remainder returned; otherwise the deposit is returned in full. Exempt appointments do not count towards this rule.
The cancellation or non-attendance fee is payable by you personally; insurers do not usually cover it.
For an insured appointment, the non-attendance fee under these terms applies only if you book on or after 1 November 2026, after these terms have taken effect and you have received and accepted the version and exact price for your appointment. An appointment booked earlier remains subject to the terms originally agreed for that booking, even if the appointment takes place after 1 November 2026. We will also check the terms of your insurer before charging you.
There is no fee if we cancel or move the appointment, if we give your appointment to another paying patient, or if you could not attend because of a medical emergency or a hospital admission.
A verified insurer shortfall or a fee charged on an insured appointment is payable by you within 14 days of the invoice. If you think a fee is wrong, reply to the invoice or contact my secretary. We will look at it before taking any further step. We cannot offer a new routine appointment while an invoice you personally owe is overdue; this does not apply to a disputed invoice, an agreed hold or an insurer's own unpaid balance. Mr Ollandini may make an exception for clinical urgency or continuity of care.
These cancellation terms apply to outpatient appointments. Operation and hospital-package terms are provided separately.