REFUND & CANCELLATION POLICY
Horizon Clinical Group Ltd Last updated: September 2026
At Horizon Clinical Group Ltd, we aim to provide a clear, transparent and fair framework for booking, cancellation, rescheduling and refunds.
Please read this policy carefully before making a booking. By proceeding with a booking and making payment, you confirm that you have read and understood these terms, subject always to any statutory consumer rights that apply to you.
1. Assessment Fees and Payment
Horizon Clinical Group Ltd requires full payment of the assessment fee at the time of booking.
We do not operate a deposit system.
The assessment fee is for the professional clinical assessment service and includes the assessment process, review and consideration of the information provided, clinical formulation and preparation of the diagnostic report.
The assessment fee does not guarantee a particular clinical outcome or a diagnosis of ADHD.
Our current assessment fees are displayed on our website before payment is taken.
2. Eligibility and Service Area
Horizon Clinical Group Ltd provides virtual adult ADHD assessment services across Wales and the wider UK.
Due to professional governance and conflict-of-interest considerations, Horizon Clinical Group Ltd does not currently accept bookings from individuals who reside within the geographical area served by Swansea Bay University Health Board.
We also do not currently accept bookings from individuals who are employed by Swansea Bay University Health Board, regardless of their home address.
This restriction is a professional governance measure and applies to all prospective clients who meet either of these criteria.
If you are unsure whether you are eligible to book with Horizon Clinical Group Ltd, please contact us at:
info@horizonclinicalgroup.co.uk
before making payment.
By proceeding with a booking, you confirm that you meet the eligibility requirements above.
If a booking is made by an individual who does not meet our eligibility requirements, Horizon Clinical Group Ltd reserves the right to cancel the appointment. Where payment has already been taken, any refund will be dealt with in accordance with applicable consumer law and the circumstances of the booking.
3. Statutory 14-Day Cancellation Right
Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply to your booking, you may have a statutory right to cancel your contract within 14 days of entering into the contract, without giving a reason.
If you wish to exercise a statutory cancellation right, please contact:
info@horizonclinicalgroup.co.uk
Nothing in this policy is intended to remove or restrict any statutory consumer rights that apply to you.
Request to begin the service during the 14-day period
When booking, you may be given the option to expressly request that Horizon Clinical Group Ltd begins providing the assessment service before the 14-day cancellation period has expired.
If you make this request, you acknowledge that the service may begin during the statutory cancellation period.
If you subsequently cancel after the service has started, Horizon Clinical Group Ltd is entitled to and will charge an administrative and clinical processing fee proportionate to the service supplied to the point of cancellation, where permitted by applicable consumer law.
Where the assessment service has been fully performed following your express request and acknowledgement, your statutory right to cancel ceases and no refunds will be issued.
Access to or completion of pre-assessment information may form part of the service. However, any effect this has on your statutory cancellation rights will be determined in accordance with applicable consumer law.
4. Cancellation or Rescheduling More Than 48 Hours Before Your Assessment
Once the applicable statutory cancellation period has expired, you may cancel or reschedule your appointment by providing at least 48 hours’ notice before your scheduled assessment.
Where at least 48 hours’ notice is provided:
you may reschedule your assessment without an additional booking fee; or
you may request a full refund of the assessment fee paid.
Where you choose to reschedule, the replacement appointment will be subject to availability.
5. Cancellation With Less Than 48 Hours’ Notice
Your appointment time is specifically reserved for you and may not be possible to reallocate at short notice.
If you cancel with less than 48 hours’ notice, Horizon Clinical Group Ltd may charge a £150 late-cancellation fee.
Where the full assessment fee has already been paid, the £150 late-cancellation fee will be deducted and the remaining balance will be refunded.
For example, if an assessment fee of £750 has been paid, £600 would be refunded following a late cancellation, subject to the circumstances and any applicable statutory rights.
Where an assessment fee of £850 has been paid, £700 would be refunded.
At our discretion, we may instead offer the opportunity to reschedule without requiring a further full assessment fee.
We may waive or reduce the late-cancellation fee where there are exceptional circumstances.
6. Non-Attendance / No-Show
If you fail to attend your scheduled virtual assessment without providing prior notice, this will be treated as a non-attendance (no-show).
In the event of a no-show, a £150 fee may be retained from the assessment fee already paid, with the remaining balance refunded.
A new appointment following a no-show may require payment of the applicable assessment fee before the appointment is confirmed.
Where there are exceptional circumstances, Horizon Clinical Group Ltd may exercise discretion regarding the fee.
7. Refunds
Where a refund is due under this policy or applicable consumer law:
refunds will normally be processed within 5–10 working days;
refunds will normally be made to the original payment method; and
the time taken for the funds to appear in your account may depend on your bank or payment provider.
Where a refund is required by law, it will be provided in accordance with the applicable statutory requirements.
8. Clinical Assessment Outcome
Horizon Clinical Group Ltd provides an independent adult ADHD assessment and diagnostic service.
The purpose of the assessment is to determine, based on the available clinical evidence, whether the diagnostic criteria for ADHD are met.
Payment for an assessment does not guarantee a diagnosis of ADHD.
A diagnosis will only be made where the clinician considers that the relevant diagnostic criteria are satisfied following the assessment.
If an ADHD diagnosis is not reached, the assessment service has nevertheless been provided. The assessment fee is therefore not refundable solely because the clinical outcome is not the outcome the client hoped for.
Similarly, a client cannot request a refund solely because they disagree with the clinical formulation, professional opinion or diagnostic outcome.
Clinical decisions are made independently and are based on the available clinical evidence, relevant professional standards and appropriate clinical guidance.
9. If an Assessment Cannot Be Completed
In some circumstances, an assessment may not be clinically appropriate or it may not be possible to reach a responsible diagnostic conclusion.
This may include circumstances where:
insufficient or materially incomplete information is available;
significant additional information is required before a diagnostic conclusion can reasonably be reached;
the client is unable to participate sufficiently in the assessment process;
information provided is found to be materially inaccurate;
another clinical issue requires further assessment before an ADHD diagnosis can appropriately be considered; or
the matter falls outside the clinician’s professional scope or competence.
Where an assessment cannot reasonably be completed, Horizon Clinical Group Ltd will explain the circumstances to the client and consider whether a refund, partial refund or alternative arrangement is appropriate, taking into account the clinical work already undertaken.
Any such decision will be made fairly and in accordance with applicable consumer law.
10. Cancellation or Rescheduling by Horizon Clinical Group Ltd
In exceptional circumstances, Horizon Clinical Group Ltd may need to cancel or reschedule an appointment.
Where this occurs, we will make reasonable efforts to offer an alternative appointment at a mutually suitable time.
If we are unable to provide a suitable alternative and the assessment cannot proceed, you will be entitled to a full refund of the assessment fee paid for that appointment.
Nothing in this section affects any statutory rights you may have.
11. Exceptional Circumstances
We recognise that unexpected circumstances can occur.
Where a client is unable to attend because of exceptional circumstances, such as serious illness, bereavement or another significant unforeseen event, Horizon Clinical Group Ltd may use its discretion to:
waive or reduce a late-cancellation fee;
offer an alternative appointment; or
provide another appropriate arrangement.
Any discretion exercised under this section will be considered on an individual basis and does not create an automatic entitlement to a refund or rescheduling.
12. How to Cancel or Reschedule
All cancellation or rescheduling requests should be made by email to:
info@horizonclinicalgroup.co.uk
Please include:
your full name;
your appointment date and time; and
whether you wish to cancel or reschedule.
The time at which your cancellation request is received by Horizon Clinical Group Ltd will be used when determining whether the applicable notice period has been met.
We recommend retaining confirmation of your cancellation request.
13. Statutory Consumer Rights
Nothing in this Refund & Cancellation Policy is intended to exclude, restrict or override any statutory consumer rights or remedies available to you.
Where any provision of this policy conflicts with a mandatory statutory right, the statutory right will take precedence.
Horizon Clinical Group Ltd reserves the right to update this policy where necessary to reflect changes in legislation, regulation, professional requirements or our services.
Horizon Clinical Group Ltdinfo@horizonclinicalgroup.co.uk
Last updated: September 2026