What you pay, and when
Some services take payment when you book. The booking is made through Booked, the appointment system we use from trybooked.co, and the payment itself is taken by Stripe. The booking step says so before you confirm, and the confirmation email, which comes from Booked, records it. Other services are paid for at the pharmacy, and NHS services carry no charge.
Where a vaccine course needs more than one dose, each dose is booked and paid for as its own appointment unless the service's page says otherwise.
Moving or cancelling an appointment
You can move or cancel an appointment yourself under My bookings on this website, or by calling 020 8393 1000. A cancelled appointment that was paid for online is refunded to the card it was paid with; a moved one keeps its payment.
If we have to cancel or move your appointment, we will tell you as soon as we can, offer another time, and refund in full any payment you would rather have back.
Your legal right to cancel
Because you book at a distance, the Consumer Contracts Regulations 2013 give you 14 days from the day you book in which to cancel for any reason and receive a full refund. To use it, tell us within the 14 days by any of the ways above.
If your appointment falls inside those 14 days, booking it is your request for the service to begin within the cancellation period. Once a service has been fully provided - a vaccine given, a consultation held - it cannot be cancelled, and the price is due. If you cancel after a service has begun but before it is finished, you pay for the part provided.
When we always refund in full
- the pharmacist decides a vaccine or service is not suitable for you
- we cannot provide the service on the day, for any reason of ours
- a vaccine or medicine is out of stock and you would rather not wait
A refund goes back to the card used to pay, usually within five working days of our processing it; your bank may take a few days more to show it.
Medicines
A medicine that has left the pharmacy cannot be taken back for resale, by law, even unopened. This does not affect your right to a refund or replacement for a product that is faulty or not as described, under the Consumer Rights Act 2015.