Terms & Conditions

Our Terms & Conditions

Please review our Cancellation and Non-Attendance Policy below.
Cancellations must be made directly with our office on 01342 330302 or via email at help@paulebanwell.com.

Consultations – Bookings and Cancellations

Consultation Fees

• Initial Consultation: £250
• Follow-up Consultations: £150-£250

Please note that emails and voicemails received after 5:30pm or over the weekend (when the office is closed) will be processed from the next working day.

Our team allocates dedicated time for each appointment. As such, fees will apply in cases of non-attendance or where insufficient notice is given.

To avoid cancellation charges, a minimum of 72 hours’ notice is required to cancel or reschedule an appointment. For Monday appointments, notice must be provided by 11:00am on the preceding Thursday.

Cancellation Fees

• Less than 72 hours’ notice: 100% of the consultation fee will be charged (this may be waived at our discretion in exceptional circumstances).
• More than 72 hours’ notice: A £25.00 administrative fee will apply.
• Following a second late cancellation or non-attendance, we reserve the right to charge the full consultation fee and require full payment in advance for any future appointments.

Late cancellation and non-attendance fees are the responsibility of the patient and must be settled in full prior to booking further appointments.

Where applicable, fees may be deducted from an existing deposit or issued as an invoice, which must be paid before rescheduling can take place.

Patients who cancel late or fail to attend appointments on two or more occasions within a 12-month period may be declined future bookings.

We may also request a deposit at the time of booking, which will be deducted from the cost of your consultation or treatment.

Your consultation remains valid for 6 months. If surgery is not scheduled within this period, a new consultation will be required, and a further fee will apply. Consultation fees are non-refundable.

Please remember to arrive for  your consultation at least 20 minutes beforehand to allow for paperwork to be completed, bathroom breaks and coffee/tea. We pride ourselves on running on time and out of respect for other patients please do not be late. Thank you.

Surgical Procedures – Bookings and Cancellations

Due to high demand for theatre availability and the significant administrative load to manage and organise surgery dates,  the following terms apply:

Surgery Booking Deposit

A £500 deposit is required to reserve your surgery date.

• The deposit must be paid within 24 hours of your reservation being confirmed to secure the date.
• Your invoice will be available via your Adoreal account, where payment can be made online, by card, or over the phone.
• Your surgery date is only confirmed once the deposit has been received.

Cooling-Off Period

• A 7-day cooling-off period applies from the date the deposit is paid.
• Cancellations within this period will receive a full refund.
• After 7 days, the deposit becomes non-refundable.
• The deposit reflects the administrative work involved in coordinating surgery, including scheduling with hospitals, anaesthetists, and external providers.

Payment of Surgical Fees

• The remaining balance must be paid no later than 6 weeks prior to your surgery date.
• If your surgery is booked within 6 weeks, full payment is required at the time of booking.

Amendment of Surgery Date

• More than 6 weeks’ notice: No charge; deposit transferred to the new date.
• Less than 4 weeks’ notice: £250 administration fee.
• 2 weeks or less notice: £500 administration fee.
• 1 week or less notice: 50% of the total surgical fee.

Rebooking can proceed once any outstanding fees have been settled.

Multiple Changes to Surgery Date

• If your surgery date is changed on two or more occasions, a £250 administration fee will apply regardless of notice given.
• Following multiple changes, the remaining balance for your procedure will become payable at the time of confirming the new date.

Medical or Exceptional Circumstances

If cancellation is required due to a significant medical issue or exceptional circumstance, this will be reviewed on a case-by-case basis. Supporting evidence (such as medical documentation) will be definitely be required.

The booking deposit remains non-refundable after the 7-day cooling-off period. However, in exceptional circumstances, requests may be considered at our discretion and, where appropriate, the deposit may be transferred to a future date.

Finance Applications

• Finance must be fully approved at least 6 weeks prior to your surgery date.
• If approval is not secured within this timeframe, full payment will be required.
• Patients using finance remain subject to all cancellation and amendment terms.

Rebooking After Cancellation or Amendment

• A revised invoice will be issued following any cancellation or change.
• Surgery dates will only be confirmed once all outstanding balances and applicable fees have been paid in full.

Agreement to Terms

By confirming your booking and making payment, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.

If you have any questions or require clarification, please contact our team—we are happy to assist.