Policy
Clear terms for changing or cancelling a HealthSpan Lab assessment.
More than 48 hours' notice
Appointments cancelled or rescheduled more than 48 hours before the scheduled appointment may be changed without charge. Any payment already made may be transferred to a replacement appointment or refunded where appropriate.
24-48 hours' notice
Where an appointment is cancelled or rescheduled between 24 and 48 hours before the scheduled appointment, HealthSpan Lab reserves the right to charge up to 50% of the appointment fee.
Less than 24 hours' notice
Appointments cancelled or rescheduled less than 24 hours before the scheduled appointment may be charged up to 100% of the appointment fee.
Non-attendance
Where a client does not attend and has not provided prior notice, the appointment may be charged up to 100% of the appointment fee.
Late arrival
Assessments should proceed only where sufficient time remains to maintain client safety, required preparation or resting periods, scientific validity, applicable assessment standards and subsequent appointment commitments. An assessment must not be shortened or rushed where this would compromise safety or measurement validity. Where sufficient time does not remain, rescheduling may be required and applicable late cancellation terms may apply.
Failure to follow pre-test instructions
Where material non-compliance with pre-test requirements means that an assessment cannot safely or validly proceed, HealthSpan Lab may require rescheduling. Applicable late cancellation or rescheduling charges may apply. Safety and scientific validity take priority over completing the appointment.
Illness, injury or clinical unsuitability
Clients should not attend solely to avoid a cancellation charge where they are acutely unwell or believe their health status may make testing inappropriate. Where HealthSpan Lab determines that an assessment should not proceed for clinical or safety reasons, reasonable efforts will normally be made to reschedule without financial penalty.
Exceptional circumstances
HealthSpan Lab recognises that circumstances outside a client's reasonable control may result in late cancellation. HSL may waive or reduce charges where reasonable. Circumstances should be considered individually.
HealthSpan Lab cancellation
Where HealthSpan Lab cancels an appointment, the client will not be charged. Where payment has already been received, the client should be offered transfer to a replacement appointment or an appropriate refund.
Equipment or environmental failure
Assessment should not proceed where equipment or environmental conditions prevent required safety, quality or scientific standards from being met. Where this is attributable to HealthSpan Lab, the client should not incur a cancellation charge.
Mobile assessments
Clients are responsible for providing accurate location information and reasonable access to the agreed testing environment. Where an assessment cannot proceed because the client is unavailable, access cannot be obtained, the agreed location has changed without reasonable notice, or the client-provided environment is unsuitable despite previously agreed requirements, the appointment may be treated as a late cancellation or non-attendance. Discretion should be applied where environmental unsuitability could not reasonably have been anticipated by the client.
Partner or third-party bookings
Separate contractual cancellation terms may apply to gyms, coaches, employers, healthcare providers, corporate testing, commissioned services and partnership activity. Where a separate written agreement exists, those terms take precedence.
Refunds
Where a refund is due, HealthSpan Lab will process it using the appropriate original or agreed payment method. Any lawful, disclosed and applicable cancellation charge may be deducted before refund.
Repeated cancellation or non-attendance
HealthSpan Lab may require advance payment from clients who repeatedly cancel at short notice, reschedule or fail to attend. HSL may reasonably decline future bookings where repeated behaviour materially affects service delivery.
Questions
For questions about a booking or this policy, contact info@healthspanlab.co.uk.
