Cancellation & Refunds
We want your experience with Focus Gently to be clear and fair from the start. This page explains how to change, cancel or seek a refund for an appointment, and the charges that may apply. It does not affect your statutory rights.
Booking and payment
Full payment is taken at the time of booking to secure your appointment. You'll receive confirmation of your appointment and your secure joining details by email once your booking is confirmed.
Changing or cancelling your appointment
We understand that plans change, and we send reminders before your appointment to help you attend.
If you reschedule or cancel with at least 48 hours' notice, there's no charge — your payment is transferred to your new appointment or refunded in full.
For assessments and the assessment-and-treatment package, if you cancel with less than 48 hours' notice, or don't attend, we retain £100 to cover the reserved clinical time and refund the balance to you.
For review appointments (titration reviews and the annual review), we retain £40 for a late cancellation (less than 48 hours' notice) or non-attendance, and refund the balance.
As a gesture of fairness, we may waive a late-cancellation or non-attendance charge once, at our discretion, where there's a genuine reason.
To reschedule or cancel, please contact us as early as you can on 020 3488 0783 or at info@focusgently.com.
Your right to cancel (cooling-off period)
Because our services are usually arranged online, you normally have the right to cancel within 14 days of booking under the Consumer Contracts Regulations 2013, and to receive a refund for services not yet provided. If you ask us to see you within that 14-day period and you attend, you agree the service may be provided during the cooling-off period; once it has been fully provided, the right to cancel is lost, and where it has been partly provided you'll be charged a reasonable amount for what has been provided.
If we cancel or reschedule
If we ever need to cancel or reschedule your appointment, we'll offer you the earliest suitable alternative or a full refund of the fee for that appointment.
Refunds where a diagnosis isn't confirmed or treatment isn't appropriate
Our assessment is a clinical service. Its value lies in the expert evaluation and your outcome letter — not in receiving a particular diagnosis or a prescription. So:
Where you attend an assessment, it has been provided in full and is chargeable, whether or not a diagnosis of ADHD is confirmed.
For a combined assessment-and-treatment package: if a diagnosis isn't confirmed, or treatment isn't clinically appropriate, the assessment portion is provided in full and the treatment-initiation portion of the fee is refunded or credited.
We don't provide refunds simply because the clinical outcome wasn't the one hoped for.
Ongoing prescribing subscription
If you subscribe to our ongoing prescribing service:
There's no minimum term — you can cancel at any time.
Cancelling ends prescribing through this service. To avoid an unplanned gap in a controlled medication, please arrange alternative prescribing (for example, shared care with your GP or another provider) before you stop, and speak to us if you need support to do so safely.
Your subscription ends at the end of the paid month in which you cancel; we don't charge a further month.
How to request a refund
To request a refund, contact us on 020 3488 0783 or at info@focusgently.com. We'll process any refund due within 14 days to your original payment method.
Your statutory rights
Under the Consumer Rights Act 2015, our services will be provided with reasonable care and skill. Nothing on this page affects your statutory rights.
Focus Gently is a trading name of Acute Care Direct Limited, registered with the Care Quality Commission.