Cancellations & Refunds

Cancellations & Refunds

Driver Medicals Network understands that circumstances can change. This policy explains how to cancel or rearrange an appointment and when a refund may be available.

14-day cooling-off period

Where you book online or by telephone, the law may give you a 14-day cooling-off period beginning the day after your booking is made.

Where this legal right applies:

  • if you cancel before your assessment has taken place, you will receive a full refund;
  • if you ask Driver Medicals Network to carry out and complete your assessment within the 14-day period, your cooling-off right ends once the assessment has been fully completed.

 

Any statutory cooling-off right takes priority over the standard cancellation terms below.

Cancelling or rescheduling with at least 48 hours’ notice

Please provide at least 48 hours’ notice if you need to cancel or rearrange your appointment.

With at least 48 hours’ notice, you may choose either:

  • a full refund; or
  • one free transfer to another available appointment.

 

Any further change to a transferred appointment will be considered under the cancellation terms applying at the time of the new request.

Cancellations with less than 48 hours’ notice

Where less than 48 hours’ notice is given, any refund or transfer will be at the discretion of Driver Medicals Network, subject to any statutory rights that apply.

When considering a refund or transfer, we may take into account:

  • whether the appointment can be offered to another customer;
  • clinician, venue and administrative costs already incurred;
  • the circumstances leading to the cancellation; and
  • any costs that Driver Medicals Network has been able to avoid.

 

Where the appointment is successfully rebooked by another customer, we will consider whether a full or partial refund can be provided.

Missed appointments

Customers who do not attend their appointment and have not cancelled in advance will not normally receive a refund.

A new appointment and full payment will usually be required.

Late arrival

Please arrive promptly.

If you arrive late and there is insufficient time to complete the assessment safely and properly, the appointment may need to be treated as a late cancellation or missed appointment.

A refund or transfer will not normally be provided, although exceptional circumstances may be considered at the discretion of Driver Medicals Network.

Required documents and information

Customers are responsible for bringing the documents and information listed in their booking confirmation.

Depending on the service booked, this may include:

  • the relevant DVLA or licensing-authority medical form;
  • photo identification;
  • glasses or contact lenses used for driving;
  • an up-to-date medication list or repeat prescription;
  • relevant medical letters or reports; and
  • any instructions supplied by the DVLA, licensing authority, employer or insurer.

If the assessment cannot be completed because required documents or information have not been brought, the appointment may be treated as attended and a new booking and payment may be required.

Assessment outcomes

Payment is for the medical assessment and, where applicable, completion of the relevant medical form.

Payment does not guarantee that:

  • the required medical standard will be met;
  • the form can be completed without further medical information; or
  • the DVLA, licensing authority, employer or insurer will approve the application.

A refund will not normally be provided solely because further information is required or because the final decision is not the outcome the customer hoped for.

Cancellation by Driver Medicals Network

If Driver Medicals Network needs to cancel an appointment, we will offer either:

  • an alternative appointment; or
  • a full refund.

No administration fee will be charged where Driver Medicals Network cancels the appointment.

How to cancel or reschedule

Please contact us as soon as possible:

Email: bookings@drivermedicalsnetwork.co.uk
Telephone: 07476 159929

Please provide your:

  • full name;
  • booking reference;
  • appointment date and time; and
  • clinic location.

Any refund due will be returned to the original payment method. Driver Medicals Network will process the refund without undue delay and normally within 14 days. Your bank or card provider may take additional time to display the refund.

Statutory rights

Nothing in this policy affects your statutory rights.