Gentle Draw Cancellation & Refund Policy – Private Health Tests

Gentle Draw understands that plans can change. We aim to be fair to our patients while protecting appointment time and costs that may already have been incurred in preparing for your health test.

Cancelling or rearranging your appointment

Please give at least 24 hours' notice if you need to cancel or rearrange your appointment.

Where more than 24 hours' notice is provided, you may rearrange your appointment to another available date or request cancellation, subject to any applicable statutory cancellation rights and any costs already properly incurred at your request.

Where less than 24 hours' notice is provided, Gentle Draw may deduct reasonable costs or losses already incurred as a direct result of the booking or cancellation. We will not impose a cancellation charge that exceeds the loss reasonably incurred.

If you are not available when Gentle Draw attends the address supplied at booking, this will normally be treated as a late cancellation.

Your 14-day cancellation right

Where you book a Gentle Draw service online, by telephone or by another distance method, you will generally have the legal right to cancel the service within 14 days from the day after the contract is entered into, without giving a reason.

If your appointment is due to take place during this 14-day period, you may ask Gentle Draw to begin providing the service before the cancellation period has expired.

If you subsequently cancel after Gentle Draw has begun providing the service at your express request, you may be required to pay a reasonable amount proportionate to the service already provided.

If the service has been fully performed during the 14-day cancellation period, your statutory right to cancel can be lost where you expressly requested early performance and acknowledged that the right would be lost once the service had been fully performed.

Nothing in this policy affects your statutory consumer rights.

If Gentle Draw cannot proceed

If Gentle Draw determines before your appointment that it would not be clinically appropriate or safe to proceed, we will contact you.

Where Gentle Draw cannot provide the booked service, you will be offered an appropriate alternative or a refund.

If Gentle Draw has to cancel your appointment, you will be offered an alternative appointment or a full refund.

Unsuccessful blood collection

Gentle Draw follows safe clinical limits for venepuncture and will not continue attempting blood collection where doing so would be inappropriate.

If blood collection cannot be successfully completed, the appointment and clinical service may nevertheless have been provided. Any refund will therefore take account of the services already provided and any laboratory or other costs already incurred.

Where laboratory testing has not commenced and recoverable laboratory costs remain, these will be taken into consideration when determining any refund due.

Sample or laboratory problems

If a sample cannot be analysed because of a collection, transport or laboratory issue for which you are not responsible, Gentle Draw will normally arrange an appropriate repeat collection and/or repeat testing without additional charge, where clinically and practically appropriate.

This does not include situations where repeat testing is required because of circumstances outside Gentle Draw's or the laboratory's reasonable control or because the patient's circumstances have changed.

Once laboratory testing has commenced

Once your blood sample has been collected and laboratory analysis has commenced, the relevant elements of the service have been performed and associated costs incurred.

Refunds will therefore not normally be available for those completed elements unless the service has not been supplied as agreed or your statutory rights provide otherwise.

Refunds

Any refund due will normally be returned to the original payment method. The time taken for funds to appear will depend on the payment provider.

To cancel or rearrange an appointment, contact:

Gentle Draw
07951 558433
info@gentledraw.co.uk