Cancellations
If you need to cancel your booking, please contact our customer service team at least 48 hours before your scheduled appointment. You can do this by emailing help@uk.scan.com or calling 01277 674 889 (Monday to Friday, 9am–5pm, excluding UK bank holidays).
Cooling-off period
Under UK consumer law, when you book online or over the phone, you normally have a 14-day cooling-off periodduring which you can cancel your booking for any reason and receive a full refund for services you have not yet received.
If your confirmed appointment date falls within this 14-day period, you agree to waive this cooling-off right. In these cases, the standard cancellation terms outlined below apply instead.
Cancelling more than 48 hours before your appointment
If you cancel your booking at least 48 hours before your appointment, you will receive a refund of all fees paid, minus a £50 administration fee. This fee covers the Scan.com services provided up to the point of cancellation, such as consultation and booking arrangements.
Cancelling less than 48 hours before your appointment or not attending
If you cancel less than 48 hours before your appointment, or do not attend your appointment, the full booking fee will be retained and no refund will be issued.
If your booking is paid through private medical insurance and your insurer settles fees directly with us, you may be personally invoiced a cancellation fee equal to 100% of the booking cost.
Cancellations where a full refund may apply
You may cancel your booking and receive a full refund of all fees paid (minus a £50 administration fee if you have already completed a pre-consultation) if:
You do not agree to a proposed change to your booking or to the Scan.com services
We make a material change to our terms that you do not accept
We fail to meet our contractual obligations in a way that materially affects you and do not resolve the issue within 10 business days of written notice
Cancellations initiated by Scan.com or the scan provider
In some circumstances, we may need to cancel your booking due to events outside our control, such as staff shortages, equipment issues, or a scan provider no longer being able to deliver the service. If this happens, we will inform you as soon as possible and provide a refund of all fees paid in line with our standard refund process.
We may also cancel a booking if:
Payment has not been received at least 48 hours before the appointment (for self-pay bookings)
Required information, such as safety questionnaires or insurance details, has not been provided
There has been a material breach of the booking terms that is not resolved within a reasonable timeframe
In these situations, refunds will be issued minus a £50 administration fee, and in some cases additional reasonable costs may apply.
If you’re unsure how these cancellation terms apply to your booking or need help deciding what to do, our customer service team is always happy to guide you through your options.