PrymaCare Cancellation & Refund Policy

Appointments with PrymaCare are reserved specifically for you. Please read this policy carefully before booking. 

Appointments cancelled or rearranged with at least 24 hours’ notice will not be charged and any pre-paid fee will be refunded or transferred to a new appointment.

Appointments cancelled with less than 24 hours’ notice, or where the patient does not attend, may be charged in full and may not be eligible for a refund.

PrymaCare provides care only within a defined clinical scope. During booking, patients are required to complete a safety screening form to confirm that the service is appropriate for their needs. If a patient:

• Books an appointment for a condition outside the scope of the service, and 
• Fails to disclose relevant information during pre-screening, or provides inaccurate information

then the appointment may be declined and the consultation fee may not be refunded. This includes (but is not limited to):

• Conditions requiring emergency or urgent hospital care
• Requests for services not provided (e.g. long-term condition management, controlled drugs, routine repeat prescriptions)
• Situations where a safe assessment cannot be conducted remotely or at home 
• Misrepresentation of symptoms or urgency
   

Patients are responsible for ensuring the service is suitable before booking.

If, after review of the pre-appointment information, PrymaCare determines that the service is not clinically appropriate (despite accurate disclosure by the patient) a refund or alternative arrangement will normally be offered. 

Home visits are provided only where clinically appropriate and within the service area. If a home visit cannot proceed due to factors outside PrymaCare’s control (for example unsafe access, incorrect address details, or the patient not being present), the fee may be charged in full.

If PrymaCare UK needs to cancel an appointment, you will be offered:

• An alternative appointment, or 
• A full refund

Approved refunds will be issued to the original payment method and may take several working days to appear depending on the payment provider.

If you need to cancel or rearrange an appointment, please contact PrymaCare as soon as possible using the cancellation link within the details provided in the confirmation email or emailing info@prymacare.co.uk .