Refund Policy

Refund Policy - the basics

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Brighter Days Practice Refund Policy

At Brighter Days Practice, we are committed to providing compassionate and professional mental health support. We understand that circumstances may change, and we aim to handle cancellations and refunds fairly while complying with UK consumer laws. Please review our refund policy below.

1. Cancellations and Refunds for Virtual Consultations

• Statutory Cancellation Rights (Distance Sales): As we provide services via Microsoft Teams or Zoom, you have the legal right to cancel your booking within 14 days of making it, as per the Consumer Contracts Regulations 2013. You must notify us within this 14-day "cooling-off" period, and you will receive a full refund. However, if you request the service to begin during this period (e.g., booking a consultation within 14 days) and the service is fully performed (e.g., the consultation takes place), you waive your right to cancel and no refund will be issued.

• Cancellations Before Appointment:

  • If you cancel more than 24 hours before your scheduled appointment, we will provide a full refund to your original payment method.

  • If you cancel within 24 hours of your appointment, we reserve the right to charge a 50% cancellation fee, as this time slot may not be rebookable.

• No-Shows: If you miss your appointment without prior notice, no refund will be issued.

• Rescheduling: You may reschedule your appointment once at no additional cost, provided you notify us at least 24 hours in advance. Additional rescheduling may incur a £10 administrative fee.

2. Refunds for Faulty or Inadequate Service

• Service Not as Described: Under the Consumer Rights Act 2015, if our service does not meet the standards described (e.g., the consultation is not provided by a qualified nurse prescriber or does not address depression/anxiety as promised), you are entitled to a full refund. Please contact us within 14 days of the appointment to report the issue.

• Technical Issues:

  • If a consultation cannot proceed due to technical issues on our end (e.g., our Zoom/Teams link fails), we will reschedule at no cost or provide a full refund if rescheduling is not possible.

  • If technical issues are on your end (e.g., your internet fails), we will attempt to reschedule at no cost, but no refund will be issued if you cannot attend the rescheduled session.

3. Non-Refundable Circumstances

• Change of Mind After Service Delivery: If you change your mind after a consultation has been fully delivered (e.g., you attended the session but later decide you did not need it), we cannot offer a refund unless the service was faulty or not as described.

• Prescription Costs: Any costs for medications prescribed during a consultation are paid directly to the pharmacy and are not covered by this refund policy. We are not responsible for refunding pharmacy fees.

• Packages: If you purchase a package (e.g., Starter Package: 1 initial + 2 follow-ups), refunds will only be issued for unused sessions, subject to the cancellation terms above. Used sessions are non-refundable.

4. How to Request a Refund

• Contact email address at the top of this page within 14 days of the appointment or issue to request a refund.

• Provide your booking reference number and a brief explanation of the reason for your request.

• Refunds will be processed to your original payment method within 14 days of approval.

5. Your Statutory Rights

This policy does not affect your statutory rights under UK law. For more information on your consumer rights, visit the GOV.UK Consumer Rights page.

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