Refund & Cancellation Policy

Consultations

Consultation Fee & Deposit
Zerenia Clinic’s requests the consultation fee is paid in full to secure your booking and commence the full eligibility check process. £50 of the consultation fee is considered a non-refundable deposit to cover our admin costs for new consultations as well as consultations for transferring patients.

Ineligible patients
Prior to booking a consultation, our team will carry out an initial eligibility check. Once the consultation fee is paid, our team commence a full eligibility check which include contacting your GP and reviewing your medical records. If Zerenia Clinic deems you are ineligible for a medical cannabis consultation, as per our inclusion and exclusion criteria, a refund of the consultation fee minus the £50 deposit will be refunded.
Though our team carry out thorough checks to ascertain eligibility for a medical cannabis consultation, this does not mean you suitable for medical cannabis treatment. Only the Doctor, at the consultation, can confirm eligibility for medical cannabis treatment. If the doctor deems you are unsuitable, no refund of the consultation fee will be given.

Your Right to Cancel

Consultations
You may cancel your consultation for any reason by notifying us, with at least 48 hours’ notice, by email or telephone. A refund minus the £50 deposit will be given provided the appointment is cancelled not less than 48 hours before the date of the appointment.
If the appointment is cancelled with less than 48 hours’ notice or if you do not attend, we reserve the right to withhold the entire consultation fee.
We understand that occasionally a short-notice cancellation may be unavoidable and if it is possible to reschedule your appointment, will try to do so. We respect that your time is valuable, and we appreciate that you understand ours is too.

Follow Up Appointments
You may cancel your Follow Up for any reason by notifying us, with at least 24 hours’ notice, by email or telephone. A full refund will be given provided the appointment is cancelled not less than 24 hours before the date of the appointment.
If the appointment is cancelled with less than 24 hours’ notice or if you do not attend, we reserve the right to withhold the entire fee.
We understand that occasionally a short-notice cancellation may be unavoidable and if it is possible to reschedule your appointment, will try to do so. We respect that your time is valuable, and we appreciate that you understand ours is too.

Our Right to Cancel
We may cancel or reschedule your appointment, at our sole discretion and without any liability, if:
1. you do not, within a reasonable time of us asking for it, provide us with any information that we have requested for us to provide the services;
2. you do not make any payment to us when it is due;
3. you seriously or repeatedly breach any of these terms.

There may be rare occasions when we have to cancel the clinic and appointments at very short notice. Our team will endeavour to offer you a similar appointment for the soonest date available often by opening up a new date. Should this be unacceptable you will be offered a full refund for your appointment including the £30 deposit.

Your Right to Complain
Zerenia endeavours to treat all patients compassionately and fairly. If, however, you have an issue with any matter in relation to your treatment at Zerenia you are entitled to lodge a complaint, either in person, by telephone or in writing. If you require assistance with making your complaint, our team will be pleased to help and support you through the process.