Payments
This article explains how payment, refunds, and cancellations work when you book through EveryClinic.
How Payment Works
- Payment is collected securely through Stripe, a regulated payment processor, at the point of booking.
- You’ll see the full price of your appointment before you pay — there are no hidden fees added on top by EveryClinic at checkout.
- EveryClinic never sees or stores your card details directly; all of that is handled by Stripe.
- Your payment is only taken after your chosen slot has been reconfirmed as available directly with the clinic. If the slot has just been taken, you will not be charged.
Cancellation Policy — What It Means for Your Refund
Every clinic sets its own cancellation policy, which is shown to you and must be acknowledged before you complete a booking. Policies typically work on a tiered basis:
| Timing of your cancellation | Typical refund |
|---|---|
| Well in advance (free cancellation window) | 100% refund |
| Within a shorter “partial refund” window | A partial refund, at a percentage set by the clinic |
| Very close to the appointment (no-refund window) | No refund |
| No-show (you don’t attend and didn’t cancel) | No refund |
The exact time windows and partial refund percentage are set per clinic (and sometimes per service), so always check the policy shown at checkout for your specific booking — it’s saved against your booking so it won’t change after the fact.
Example, on a £100 booking:
| Scenario | You receive | Clinic receives |
|---|---|---|
| You cancel in the free window | £100 | £0 |
| You cancel in the partial-refund window (e.g. 50%) | £50 | The remainder, after EveryClinic’s commission |
| You cancel in the no-refund window | £0 | Full clinic share |
| You don’t attend (no-show) | £0 | Full clinic share |
If the Clinic Cancels
If a clinic cancels your appointment for any reason — including if this is detected through the clinic’s own scheduling system rather than reported to us directly — you always receive a 100% refund automatically. There’s no cancellation window or policy check applied in this case; it doesn’t matter how close to the appointment time the cancellation happens.
How and When You’re Refunded
- Refunds are processed back to your original payment method once a cancellation is confirmed.
- You’ll see the refund amount confirmed to you at the time you cancel, before it’s processed.
- Both you and the clinic receive an email confirming the cancellation and any refund.
Managing Payments
- You can view your booking, including the price paid and applicable cancellation policy, from the Patient Portal at any time.
- To cancel a booking, use the “Cancel Booking” option on the relevant appointment in the Patient Portal — this is the only way a patient-initiated cancellation can be recorded correctly.
Need Help With a Payment?
If you believe you’ve been charged incorrectly, or a refund hasn’t come through as expected, contact EveryClinic support with your booking reference and we’ll look into it. See also Booking Help for how to raise a support ticket.