Cancellation / Failure to Attend Policy

Purpose

This policy is designed to ensure fair scheduling, minimise disruption to services, and allow adequate notice for appointment changes or cancellations.

Cancellation Policy

• Clients/patients/customers are requested to provide at least 24 hours’ notice when cancelling or rescheduling an appointment.
• Cancellations made with less than 24 hours’ notice may incur a cancellation fee of £2 per minute of appointment.
• Cancellations can be made by phone, email, or through our online booking system.

Failure to Attend (FTA) / No-Show Policy

• A failure to attend occurs when a client does not attend a scheduled appointment and no prior notice is given.
• Missed appointments may be charged at £2 per minute of appointment.
• Repeated non-attendance may result in:
  • Requirement for pre-payment before future bookings
  • Restriction or refusal of future appointments
  • Discharge from the service (where applicable)

Late Arrivals

• Clients arriving late may have their appointment shortened to avoid delays for others.
• Arrivals more than 10 minutes late may be treated as a non-attendance and require rebooking.

Exceptional Circumstances

We understand emergencies and unforeseen situations can occur. Fees may be waived at management discretion in exceptional circumstances.

Contact Information

To cancel or amend an appointment, please contact:
Phone: 01758 613341
Email: penlandentalcare@gmail.com