Last updated 11/06/2026
At Pride In Health, we aim to provide a fair, transparent and sustainable approach to refunds, cancellations and missed appointments.
This Refund Policy explains when refunds may be available, when cancellation charges may apply, and how refunds are processed.
This policy should be read alongside our Terms and Conditions, Privacy Policy, service information, appointment information, and any third-party provider terms that apply to services such as blood tests, prescriptions, pharmacy services or payment providers.
Nothing in this policy affects a client’s statutory rights.
This Refund Policy is intended to operate in line with applicable law and regulatory expectations, including:
Consumer Rights Act 2015
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Digital Markets, Competition and Consumers Act 2024
Healthcare Improvement Scotland requirements and guidance, where relevant to independent healthcare service governance
UK General Data Protection Regulation and Data Protection Act 2018, where refund reviews involve client records, appointment logs, screenshots, correspondence, payment records or other personal data
Pride In Health is based in Scotland and this policy is intended to be interpreted in accordance with Scots law, unless another legal framework applies because of the client’s location, the service provided, or the relevant third-party provider terms.
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.
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 a client asks Pride In Health to begin providing services during the cancellation period, Pride In Health may deduct or retain a reasonable amount for services already provided before cancellation.
Where a service has been fully performed with the client’s agreement during the cancellation period, cancellation rights may be affected in line with applicable consumer law.
This section does not prevent Pride In Health from offering a refund, partial refund, fee waiver or credit at its discretion where this is fair and appropriate.
Cancelling a Monthly Payment Arrangement
Some clients choose to pay for ongoing care through a monthly payment arrangement. This is intended to support flexible access to care and does not mean that clients are tied into a yearly contract.
If you choose to cancel your monthly payment arrangement, you will continue to receive access to the services covered by your payment until the end of the day on the last day of the period for which you have paid, unless we agree otherwise or a statutory cancellation right applies.
Monthly payments are not usually refunded once the relevant service period has started, except where required by law, where Pride In Health has been unable to provide the service, or where we agree a refund or credit at our discretion.
If your cancellation relates to a concern about service quality, access, safety or fairness, please contact us so this can be reviewed.
Request to Leave
If you decide to leave Pride In Health, we will support appropriate transfer or discharge arrangements where required.
This may include providing relevant records or information to you or to another provider, where this is appropriate and in line with our Privacy Policy, Access to Records Procedure and Consent to Sharing Information arrangements.
If you pay monthly, you will continue to receive access to the services covered by your payment until the end of the day on the last day of the period for which you have paid, unless we agree otherwise or a statutory cancellation right applies.
You are not tied into a yearly contract because you choose to pay monthly.
Any outstanding amounts already due must still be paid.
Missing a Session
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 receive a full refund for that appointment booking fee, unless the appointment is covered by separate third-party provider terms.
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, and costs incurred. This helps us compensate clinicians and maintain fair access to appointments.
Late cancellations and missed appointments will usually be handled as follows:
First instance: 20% of the appointment booking fee will be refunded.
Second instance: 10% of the appointment booking fee will be refunded.
Third and subsequent instances, or no notice at all: no refund will usually be issued.
We may consider exceptions or discretionary credits where there are exceptional circumstances, serious illness, emergency situations, safeguarding concerns, serious technical issues, or other circumstances that make it fair to do so.
Our providers and clinicians will always do their utmost to give at least 48 hours’ notice when rearranging your booking. If one of our partnered session providers cancels a session with less than 48 hours’ notice or misses an appointment, you will receive a full refund for that appointment booking fee.
Clinician or Provider Did Not Attend
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 possible, clients may be asked to provide simple evidence to help us verify what happened. This may include a screenshot, photograph or short screen recording showing the appointment screen and the device date and time.
We understand that clients may not always be able to provide this evidence. If evidence is not available, we will still review the information we hold before making a decision.
Where you are able to provide evidence, it is helpful if this shows:
Please do not edit, filter or crop the evidence in a way that removes the date, time or appointment screen.
If you need to hide unrelated personal information, such as a pop-up notification, you may cover that part only, as long as the appointment screen and date and time remain clearly visible.
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.
If we cannot confirm what happened, for example where neither party appears to have attended and there is no supporting evidence, we may be unable to process a refund, but we may offer a discretionary credit where this is fair and appropriate.
Refunds will usually be processed within 14 days of the refund decision. Statutory refunds will be processed in line with applicable legal requirements.
Evidence provided as part of a refund review will be handled in line with our Privacy Policy and data protection obligations.
We process payments securely through approved payment systems, including Stripe Payments UK Ltd and Carebit Pay where enabled.
We may ask clients to provide and store a payment method during registration, booking, 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.
Where a client 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.
This may include payment for appointments that have taken place, unpaid invoices, arrears, late cancellation charges, non-attendance charges, or other fees properly due.
Where Carebit Pay billing automation is enabled, payment may be attempted automatically from a stored payment method when an invoice is issued, finalised, or triggered through the applicable Carebit billing strategy.
Where there is no stored payment method, or where automatic payment is not available, a payment link may be issued for manual payment.
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, or other reason to pause payment collection.
If a payment fails, services may be paused until the payment is resolved, where this is safe and appropriate. This may include pausing or rescheduling appointments, letters, clinical reviews, blood test referrals, prescriptions or prescribing-related activity. Unless informed otherwise, portal access will usually remain available so that clients can continue to access their information.
If you choose Klarna, your payment will also be subject to Klarna’s own terms, conditions, eligibility checks and refund processing arrangements. Pride In Health does not provide credit and is not involved in Klarna’s approval process.
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, the refund will be processed through the relevant payment route and may be subject to Klarna’s processing times.
Queries about Klarna's payment schedules, instalments or Klarna account management should be directed to Klarna. Queries about service delivery, cancellations or refunds should be directed to Pride In Health.
Blood tests and pathology appointments may be provided by third-party clinics, laboratories or partner providers.
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.
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.
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 be raised directly with the pharmacy.
Where the issue relates to a Pride In Health prescription process, clinical decision, communication issue or administrative error, please contact us so we can review our role and support resolution where appropriate.
This policy is intended to operate in accordance with applicable consumer law, contract law, data protection law and independent healthcare governance expectations in Scotland.
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.
Clients are responsible for:
Clients should contact Pride In Health if they are unsure which cancellation or refund route applies.
We recognise that exceptional circumstances may affect a client’s ability to attend an appointment or cancel in time.
Examples may include serious illness, bereavement, emergency situations, safeguarding concerns, serious technical issues, severe weather, natural disasters or other events outside the reasonable control of the client or Pride In Health.
Where exceptional circumstances apply, Pride In Health may consider a refund, a partial refund, a fee waiver, or a credit at its discretion. We may ask for reasonable information to help us understand what happened.
If you have any questions or need assistance regarding our Refund Policy, please contact us at:
Email: services@prideinhealth.co.uk
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 may update this Refund Policy from time to time.
Where significant changes are made, clients will be notified through our website and, where appropriate, by email or other service communication.
The version and review date will be updated when changes are approved.00
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