We understand that plans change, and we aim to make cancellations as straightforward as possible. This policy sets out how and when you can cancel appointments, what refunds may be available, and how our Money Back Guarantee works.
1. APPOINTMENT BOOKING AND CANCELLATION
Appointments can be booked up to 5 days in advance to allow time for required pre-appointment checks, including health questionnaire review and ID verification. You can cancel or reschedule an appointment via:
your Releaf Patient Dashboard, or
by emailing our Patient Support team at support@releaf.co.uk.
2. REFUND ELIGIBILITY
Full refund if you cancel at least 5 business days before your scheduled appointment.
Partial refund (80% of the appointment fee) if:
You cancel after your summary care record has been ordered but still at least 2 business days before your appointment.
You did not accurately disclose relevant medical history that later results in ineligibility.
No refund if:
You cancel less than 2 business days before your appointment.
You miss the appointment (see below).
You fail to complete required steps (e.g., ID or health forms) and we cancel the appointment as a result.
3. RESCHEDULING APPOINTMENTS
You may reschedule your appointment at no charge if you give us at least 2 business days’ notice.
If you miss your appointment or request a reschedule with less than 2 business days’ notice, you will not be eligible for a refund or reschedule.
4. WHAT COUNTS AS A “MISSED” APPOINTMENT?
An appointment is considered "missed" if you:
fail to attend at the scheduled time without prior cancellation or rescheduling;
are more than 10 minutes late and the doctor is unable to proceed;
Do not provide required documents or information in time (e.g., valid ID, consent forms), making it impossible to proceed with the consultation.
5. IF YOU ARE NOT ACCEPTED FOR TREATMENT
We offer a full refund of our appointment fee if:
You are found ineligible at the triage stage, after completing your health questionnaire and ID check, but before booking; or
You attend your appointment, and the clinician or multidisciplinary team (MDT) determines that cannabis-based treatment is not clinically appropriate.
This is covered under our Money Back Guarantee.
6. No refund will be issued if:
You are later found to be ineligible due to undisclosed medical history or non-compliance.
You cancel your appointment after deadlines outlined above.
7. IF WE CANCEL YOUR APPOINTMENT
We may cancel your appointment if:
You fail to complete your pre-appointment steps (e.g., health forms or ID checks).
You do not meet eligibility criteria.
There is unexpected staff unavailability.
8. In these cases you may receive a full or partial refund depending on the circumstances.
If we cancel your appointment for operational reasons (e.g., clinician illness) after all pre-checks have been completed, you will receive a full refund or free rebooking.
9. RELEAF+ SUBSCRIBERS
If your missed appointment was included in your Releaf+ subscription, a £50 rebooking fee will apply.
If you cancel or reschedule in accordance with this policy, no extra fees apply.
10. GOODWILL AND DISCRETION
We understand that life happens. While the above sets out your formal refund entitlements, our Patient Support team may, at Releaf’s sole discretion, offer flexibility or a discretionary refund in exceptional or compassionate circumstances.
These are reviewed case by case and are not guaranteed.
11. PERSISTENT NON-COMPLIANCE OR ABUSE
We reserve the right to deny refunds, reschedules or future appointments where a patient has:
Repeatedly failed to complete required steps.
Missed multiple appointments.
Been abusive or disruptive to staff.
Otherwise breached our Patient Terms and Conditions or Charter.
12. CONTACTING US
To cancel or reschedule an appointment or request a refund, please use your Releaf Patient Dashboard or email support@releaf.co.uk .
We aim to process any eligible refunds within 14 days, using your original payment method.