Last updated 04/09/2026
At Pride In Health, we aim to provide a fair, transparent and sustainable approach to refunds, cancellations, missed appointments and payment queries.
This Refund Policy explains when refunds may be available, when cancellation charges may apply, how refund requests are reviewed, and how refunds are processed.
This policy should be read alongside our Terms and Conditions, Privacy Policy, service information, appointment information, pricing information, booking information, and any third-party provider terms that apply to services such as blood tests, prescriptions, pharmacy services or payment providers.
Relevant Pride In Health pages include:
Nothing in this policy affects a client’s statutory rights. Where there is any conflict between this policy and a client’s statutory rights, the client’s statutory rights will apply.
For the purposes of this policy, “client” means the individual receiving care or services from Pride In Health. “Payer” means the person who makes a payment for a Pride In Health service. This may be the client or another person paying on the client’s behalf, such as a family member, partner, friend or supporter.
Where a client purchases services online, by phone or remotely, statutory cancellation rights may apply.
Where applicable, clients may have the right to cancel within 14 days of entering into the service contract.
If you ask Pride In Health to begin providing services during the 14-day cancellation period and subsequently cancel before the service has been fully performed, we may retain or charge a reasonable and proportionate amount for services actually provided up to the point of cancellation, where permitted by applicable consumer law.
This may include administrative work, onboarding work, care navigation, clinical review, appointment time, letters, blood test referral work, prescribing-related work, or other work already completed before cancellation.
Where a service has been fully performed during the cancellation period after you expressly requested that the service begin during that period, the statutory right to cancel may end in accordance with applicable consumer law.
Where registration, onboarding or another part of the service has already started, any amount retained will reflect work actually completed before cancellation and will be reasonable and proportionate.
Where a refund is legally required, we will provide a refund. In other cases, we may offer a refund, partial refund, fee waiver or credit at our discretion where this is fair and appropriate.
Relevant external sources:
Consumer Contracts Regulations 2013
GOV.UK guidance on cancelling goods or services
Some clients may choose for a family member, partner, friend or other supporter to pay for some or all of their Pride In Health services.
Where someone else pays, the payment does not make that person the client and does not give them automatic access to the client’s clinical information, account information, appointment information, Carebit record, correspondence or service decisions.
Pride In Health will continue to treat the individual receiving care as the client.
We will only share information with the payer where there is a proper reason to do so, such as the client’s consent, a legal obligation, a safeguarding concern, or where limited payment information needs to be shared to process a refund or resolve a payment query.
Refunds will usually be returned to the original payment method. This means that where a family member, partner, friend or supporter paid for the service, any refund may be returned to that payer’s original payment method unless another lawful and appropriate arrangement is agreed.
Where a payment query is raised by someone who is not the client, Pride In Health may only be able to discuss limited payment information unless the client has given consent for wider communication.
Some services may be payable as one-off fees, agreed monthly payment arrangements or other payment options shown during checkout or in relevant service information.
Ongoing care packages may be payable either quarterly, once every 3 months, or through an agreed monthly payment arrangement during the three months before your prescription is due.
If you choose a monthly payment arrangement, all payments for the relevant three-month period must be up to date in order for services to proceed.
Where a payment arrangement continues until cancelled, we will tell you how to cancel and what period the payment covers.
If payments for your current billing period are not up to date, services may be paused until payments are settled in accordance with our Terms and Conditions.
Stopping use of our services or cancelling a future payment arrangement does not automatically create a right to a refund for services already provided, amounts already due, or billing periods that have already started. Any refund will be considered under this Refund Policy, our Terms and Conditions and any applicable statutory rights.
If you stop using our services, future billing will stop once your cancellation has been processed, subject to any outstanding amounts due.
Relevant external source:
Digital Markets, Competition and Consumers Act 2024
We understand that life happens and that clients may need to cancel or rearrange appointments.
If you cancel a booked appointment with at least 48 hours’ notice, you will usually receive a full refund for that appointment booking fee, unless the appointment is covered by separate third-party provider terms or unless work has already been completed that cannot reasonably be refunded.
If you cancel with less than 48 hours’ notice, or do not attend, Pride In Health may apply a cancellation charge to reflect the time reserved, administrative work completed, clinician costs, and other direct costs incurred.
This helps us compensate clinicians, manage appointment availability, and maintain fair access to appointments for other clients.
A late cancellation or missed appointment charge will be considered fairly and proportionately. This may mean that only a partial refund, or no refund, is available where:
We may consider exceptions or discretionary credits where there are exceptional circumstances, serious illness, emergency situations, safeguarding concerns, serious technical issues, accessibility or communication barriers, or other circumstances that make it fair to do so. Where reasonably necessary and applicable, we may ask you for information or evidence that helps us understand what happened.
Pride In Health, a clinician, contractor or partner provider may occasionally need to cancel or rearrange an appointment or service.
Where we need to rearrange an appointment, we will aim to give as much notice as reasonably possible.
Where a booked Pride In Health service cannot be provided as agreed, we will consider the circumstances and normally offer an appropriate alternative appointment, credit or refund.
Where the appointment or service cannot be provided because of a Pride In Health error, clinician non-attendance, provider non-attendance, or operational issue within Pride In Health’s responsibility, a full refund will usually be available for the affected appointment booking fee unless the client chooses rebooking or credit instead.
Where a service cannot proceed because of clinical safety, suitability, missing information, missing blood tests, incomplete forms, safeguarding concerns, non-payment, or another issue outside Pride In Health’s control, the refund position will depend on the circumstances, any work already completed, and applicable statutory rights.
This does not affect any statutory rights that apply.
Paying for an appointment, pathway stage or service does not guarantee that a specific treatment, medication, prescription, letter, shared care arrangement or clinical outcome will be provided.
Clinical decisions must be made safely and appropriately by qualified clinicians, taking account of clinical judgement, professional standards, monitoring, consent, individual circumstances and service limits.
Where an appointment is booked, clients should receive confirmation of the appointment date and time through the relevant booking or service communication route.
For online appointments, the appointment link or access details will normally be sent through the relevant booking or communication route before the appointment. This email should usually include or confirm the appointment date, appointment time and the link needed to join the appointment.
Clients are responsible for checking their email, junk or spam folder, and relevant Carebit or booking communications before their appointment.
If you have not received your appointment link by the morning of your appointment, or you are unsure how to join, please contact Pride In Health as soon as possible so we can support you.
If a client misses an appointment because they did not receive the appointment link, Pride In Health will review the available information fairly. This may include checking booking records, Carebit records, email delivery information, system logs, client messages and any information the client provides.
If you believe your clinician or provider did not attend your appointment, Pride In Health will review what happened fairly and proportionately.
We may review relevant appointment records, Carebit records, system logs, messages, emails, provider communications and any evidence you are able to provide.
Where reasonably necessary, we may ask you for information or evidence that helps us understand what happened. This might include a screenshot or other information showing that you joined the correct appointment at the scheduled time.
Providing additional evidence is not an automatic condition of a refund. Where you are unable to provide it, we will consider the information reasonably available to Pride In Health before making a decision. Please avoid providing unrelated personal or sensitive information where this is not necessary for the review.
Where reasonably possible, you should also make sure you:
If we confirm that the clinician or provider did not attend the appointment, you will receive a full refund for that appointment booking fee unless you choose rebooking or credit instead.
Blood tests and pathology appointments may be provided by third-party clinics, laboratories or partner providers.
Pride In Health blood test information can be found here:
Where third-party provider cancellation terms apply, we will aim to make these available before booking or payment where reasonably possible.
Cancellation requirements and charges may differ between clinics. Clients are responsible for contacting the clinic or provider in good time if they need to cancel or rearrange an appointment.
If you have booked a blood test appointment with one of our partnered pathology clinics and need to cancel, you must inform the clinic directly and provide us with evidence of the communication where this is needed to support a refund or cancellation review.
Where you miss or cancel a blood test or pathology appointment late, the third-party provider’s cancellation and refund terms may apply.
Any charges incurred by Pride In Health as a result of late cancellation, missed attendance or provider terms may be passed on to you where this is fair, reasonable and clearly connected to the cost incurred.
Where a blood test or pathology appointment cannot go ahead because of a third-party clinic, laboratory or partner provider issue, Pride In Health will review whether a refund, rebooking or credit is appropriate.
Medication is supplied by partner pharmacies or pharmacy services, not directly by Pride In Health.
Issues relating to dispensing, delivery, missed deliveries, incorrect medication, damaged items, pharmacy refund requests or pharmacy service concerns should usually be raised directly with the pharmacy.
Where the issue appears to have arisen from Pride In Health’s prescription process, clinical decision, administrative process or communication with the pharmacy, Pride In Health will review its role and consider whether a refund, correction, reissue or other remedy is appropriate.
Pride In Health cannot guarantee pharmacy stock, pharmacy acceptance of a prescription, delivery times, pharmacy pricing or third-party pharmacy service outcomes.
We process payments securely through approved payment systems, including Stripe Payments UK Ltd and approved payment functionality available through Carebit where enabled.
We may ask clients or payers to provide and store a payment method during registration, booking, payment setup, or before a service is confirmed.
Stored payment methods are processed securely through our payment provider. Pride In Health does not store raw card details.
Before a payment method is stored or used for future payments, clients or payers should be told what types of future charges may be collected and when.
Where a client or payer has added a payment method and agreed that it may be used for future payments, we may use the stored payment method to collect fees that are due under our Terms and Conditions, this Refund Policy, relevant booking terms, or the payment schedule shown at the time of purchase or booking.
Where automatic payment collection has been agreed, payment may be attempted from the stored payment method when an amount becomes due under the applicable payment arrangement.
Stored payment methods should not be charged where there is a known unresolved dispute, refund review, complaint, safeguarding concern, agreed payment arrangement, hardship discussion, suspected billing error, duplicate charge concern, chargeback, or other reason to pause payment collection.
Where an amount is properly due, we may reissue payment links, retry payment collection or use an authorised stored payment method in accordance with our Terms and Conditions. If an appointment has already taken place and the account is in arrears, an authorised stored payment method may be used to collect the amount due.
Where an appointment has been booked but has not yet taken place and payments are not up to date, the appointment may be cancelled or rescheduled.
We encourage clients to contact us in advance where they are experiencing financial difficulties so that we can consider what support may be available.
Where Klarna is available as a payment option, this may allow clients or payers to spread the cost of eligible services through Klarna’s payment products.
Pride In Health does not provide credit and is not responsible for Klarna’s credit approval, affordability checks, payment schedules, repayment reminders, fees, account management, lending decisions or complaints about Klarna’s regulated credit service.
Klarna payment products are subject to Klarna’s own terms, conditions, eligibility checks, affordability checks, regulatory requirements and complaints process.
If you choose Klarna, your payment agreement is with Klarna. Pride In Health remains responsible for reviewing queries about Pride In Health service delivery, cancellations or refund eligibility under this Refund Policy.
Queries about Klarna approval decisions, affordability checks, instalments, payment schedules, missed payments, Klarna account access, credit reporting, financial difficulty support, or complaints about Klarna’s regulated credit service should be directed to Klarna.
Services are not conditional on using Klarna. Alternative payment methods, such as debit or credit card payment, are available.
Where a refund relates to a payment made through Klarna, Pride In Health will process the refund through the relevant payment route. Refund timing, repayment adjustment, credit agreement adjustment or return of funds may also be subject to Klarna’s own processing arrangements.
Relevant external sources:
FCA guidance on Buy Now Pay Later and Deferred Payment Credit
Klarna UK Terms and Conditions
Refund requests should be sent to:
Please include:
You should contact us as soon as possible if you believe a refund may be due. Where possible, refund requests should be made within 30 days of the appointment, payment or issue arising. This does not affect any statutory rights that apply.
We will review refund requests fairly and proportionately.
We aim to acknowledge refund requests within 5 working days.
We aim to provide a decision within 14 days where the request is straightforward. More complex cases may take longer, for example where we need to review clinical records, payment records, system logs, provider evidence, safeguarding concerns, complaints, third-party provider information or data protection issues.
If the issue is also a complaint, clinical safety concern, safeguarding concern, privacy concern or data protection concern, we may direct it to the relevant Pride In Health process or team.
Discretionary refunds will usually be processed within 14 days of the refund decision. Statutory refunds will be processed without undue delay and within the applicable statutory timeframe.
Refunds will usually be returned to the original payment method.
Where the person who paid for the service is not the client, refunds will usually be returned to the original payment method used by the payer, but this does not give the payer any automatic right to access the client’s confidential, clinical or service information.
Where the original payment method is no longer available, Pride In Health will agree an appropriate alternative payment route where this is possible and lawful.
We do not usually refund to a different person, card or bank account unless there is a clear, lawful, and appropriate reason to do so.
If a refund relates to a payment made through Klarna, Stripe, Carebit Pay or another payment provider, the refund will be processed through the relevant payment route and may be subject to that provider’s processing times.
A discretionary refund, credit or fee waiver does not mean Pride In Health accepts liability or fault.
If your refund query relates to a complaint, privacy concern, data protection concern, clinical safety issue or safeguarding concern, we may direct it to the relevant Pride In Health process or team.
If you are unhappy with a refund decision, you can ask us to review the decision.
You should explain why you disagree with the decision and provide any further information you would like us to consider.
If you raise a chargeback or payment dispute through your card issuer, bank, Klarna, Stripe or another payment provider, Pride In Health may pause the refund review while the payment provider process is ongoing. This is to avoid duplicate refunds or conflicting decisions.
Services may also be paused while a chargeback or payment dispute is reviewed, in accordance with our Terms and Conditions.
If a dispute is upheld because of a duplicate charge, fraud, a service not being delivered, or a billing error, we will work with you to resolve the matter.
Where repeated or unresolved payment disputes or chargebacks create a material payment, contractual or service-delivery concern, Pride In Health may review payment arrangements or continued service provision in accordance with the Terms and Conditions. Any action affecting ongoing clinical care will also take account of clinical safety, continuity and applicable legal obligations.
If we cannot resolve the matter directly, we will provide information about any relevant alternative dispute resolution (ADR) options and whether Pride In Health is required, able or willing to use them.
This does not affect any right you may have to seek advice or take legal action.
If you have any questions or need assistance regarding our Refund Policy, please contact us at:
If your refund query relates to a complaint, privacy concern, data protection concern, clinical safety issue or safeguarding concern, we may direct it to the relevant Pride In Health process or team.
Pride In Health LTD.
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