GGO-LEG-001, version 2.0 — approved 2 November 2026.
Cancelling or moving your appointment
You can cancel or move your appointment free of charge up to 24 hours before it starts. Your confirmation and reminders show the exact date and time of that deadline. You can cancel at any hour through your Carebit account or by email, or, for an appointment booked online, from the appointment page linked in your confirmation email until 24 hours before the start; the time your message or your action on that page arrives is the time that counts.
If you do not attend, the full price of your appointment is payable as a non-attendance fee. With less than 24 hours' notice, the same fee is payable, less what we recover if another patient takes your appointment time: we deduct the fee charged for that patient, up to the full price, and refund you that amount within 10 working days of the appointment date. The rest of the fee is not refunded, unless an exemption below applies. If you had a good reason, please tell us: Mr Ollandini can review the fee.
If you book online, by telephone or by email, the law gives you 14 days from the day you book to cancel for any reason. During those 14 days you can cancel by telling us clearly, by email or by telephone, or by using the cancellation form at the end of these terms, and we refund you in full within 14 days, to the way you paid. No fee applies to such a cancellation. By booking an appointment that falls within those 14 days, you ask us to provide it during that period, and you accept that your right to cancel ends once the consultation has taken place.
If you are paying for yourself and book by telephone, by email or through your Carebit account, your appointment must be paid in full no later than 48 hours before it starts. If it is not, we release the appointment and no fee applies. 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. Appointments booked online are paid when they are booked; see the next section.
Booking and paying online
If you book online at ggomed.co.uk, you pay the full fee at the time of booking through Stripe, our payment provider, and your appointment is confirmed as soon as the payment goes through. Your confirmation email includes your receipt and a link to the page where you can move or cancel the appointment. The 48-hour payment deadline above does not apply to an online booking, because it is paid when it is made.
If you cancel an online booking with 24 hours' notice or more, we refund the fee in full to the card you paid with, within 10 working days. With less notice, or if you do not attend, the fees set out above apply.
Within 24 hours of the start, an online booking can no longer be moved or cancelled from the website. If you cannot attend, contact us by telephone or email; the fees set out above then apply, and a late move arranged with us is treated as a late cancellation under these terms.
If the time you chose is taken before your payment completes, we refund you in full and offer another time. If a payment does not go through, no appointment is booked and nothing is owed.
Stripe processes your name, email address and card details to take the payment and issue your receipt; we do not see or store your card number. Our privacy notice describes this processing.
Deposits, fees and exemptions
After two chargeable missed or late-cancelled appointments within 24 months, payment is taken when you book. Exempt events do not count. If you are insured, we may instead require a refundable deposit equal to the price of the appointment, subject to your insurer's agreement. We return it unless a valid cancellation fee applies, in which case we retain only that fee and return the remainder. The deposit does not replace an insurer's payment for covered care.
The maximum fee is the self-pay price for the appointment type and mode shown in your confirmation. Any valid cancellation fee is payable by you personally, subject to the terms agreed with you and the applicable insurer agreement. We do not invoice your insurer for a cancellation fee.
There is no fee if we cancel or move the appointment, if it was duplicated or booked in error, or if cancellation was advised by the practice for clinical reasons. There is also no fee in the event of the patient's death, hospital admission or emergency-department attendance at the relevant time. Please contact us about another medical emergency or exceptional circumstances so that Mr Ollandini can review them. No cancellation fee is charged or retained unless these terms were supplied and accepted before your booking was confirmed.
If you are insured, we check any excess, co-payment or other personal liability against your cover, your insurer's remittance and our agreement with your insurer. An insurer's refusal to pay does not by itself make its balance your debt. A verified personal balance or valid cancellation fee is payable within 14 days of the invoice where these terms apply; the invoice shows the due date.
If you think a fee is wrong or need time to pay, reply to the invoice or contact my secretary. We pause collection while we review a dispute or an agreed payment arrangement. A balance owed by your insurer, a disputed amount or an invoice on an agreed hold does not block a booking. An undisputed personal invoice that is overdue may prevent a new routine booking, but urgent clinical needs and continuity of care are reviewed by Mr Ollandini and are not made conditional on payment.
These terms apply to bookings made under them after they have been supplied and accepted. They do not replace the terms of an earlier booking or reduce your statutory rights. Hospital packages and surgery have their own written quotations and applicable terms.
Cancellation form
You do not have to use this form. To cancel within the 14 days, you can complete it and send it to mrollandinisecretary@ggomed.co.uk, or to GGO Med Ltd, Chelsea and Westminster Hospital Private Care, 369 Fulham Rd., London SW10 9NH.
I give notice that I cancel my contract for the following service:
- Appointment:
- Date booked:
- Your name:
- Your address:
- Date: