Clinic Cancellation Policy

Appointment Cancellation and Non‑Attendance Policy

Aspen Med Ltd
Last updated: 17 December 2025

This policy explains the terms that apply if an appointment is cancelled, rescheduled, or not attended. It is designed to be fair, transparent, and proportionate, while ensuring that clinical time and resources can be used responsibly.

This policy applies to all clinical services provided by Aspen Med Ltd, including consultations, investigations, procedures, and multidisciplinary appointments, whether delivered in person or remotely.

1. General Principles

  • Appointments at Aspen Med are reserved specifically for you and are often allocated extended clinical time or specialist resources.

  • Late cancellations or non‑attendance prevent those appointments from being offered to other patients.

  • This policy is intended to encourage timely communication and responsible use of clinical services, not to penalise patients unnecessarily.

2. Cancellation and Rescheduling by Patients

2.1 Standard Appointments

Patients may cancel or reschedule appointments without charge provided that Aspen Med receives at least 48 hours’ notice before the scheduled appointment time.

Cancellations or rescheduling requests made with less than 48 hours’ notice may be subject to a cancellation fee.

2.2 Late Cancellations

Where an appointment is cancelled with less than 48 hours’ notice, Aspen Med reserves the right to charge:

  • Up to 50% of the appointment fee for late cancellation

The exact charge applied may depend on:

  • The length and type of appointment

  • Whether specialist resources or third‑party services were reserved

  • Whether the appointment slot can be reallocated at short notice

2.3 Non‑Attendance (Did Not Attend – DNA)

If a patient does not attend an appointment without prior notice, Aspen Med reserves the right to charge:

  • Up to 100% of the appointment fee

Repeated non‑attendance may result in:

  • Requirement for pre‑payment of future appointments

  • Review of ongoing care arrangements

3. Extended, Specialist, or Multidisciplinary Appointments

Certain appointments involve extended clinical time, multiple clinicians, specialist equipment, or external providers (for example: multidisciplinary assessments, procedures, imaging, or coordinated care sessions).

For such appointments:

  • Longer notice periods may apply (typically 5–7 days)

  • Specific cancellation terms will be communicated at the time of booking

  • Deposits or advance payments may be required and may be non‑refundable if cancelled late

4. Illness and Exceptional Circumstances

Aspen Med recognises that unforeseen circumstances may arise.

Cancellation fees may be waived or reduced at Aspen Med’s discretion in cases such as:

  • Acute illness or medical emergencies

  • Significant personal emergencies

Patients are encouraged to notify the clinic as soon as possible if such circumstances occur.

5. Cancellations by Aspen Med

In rare circumstances, Aspen Med may need to cancel or reschedule an appointment (for example due to clinician illness or unforeseen operational issues).

In such cases:

  • Patients will be offered the earliest suitable alternative appointment, or

  • A full refund of any fees paid

Aspen Med will not be liable for additional costs incurred by patients as a result of such cancellations.

6. Insurance‑Funded Appointments

For appointments funded by private medical insurance:

  • Cancellation charges may not be covered by insurers

  • Any applicable cancellation or non‑attendance fees will remain the responsibility of the patient

Patients are advised to check their insurance policy terms.

7. How to Cancel or Reschedule

Appointments can be cancelled or rescheduled by:

  • Contacting Aspen Med directly using the contact details provided at booking

  • Using the patient portal where available

  • Contacting the Clinic or Hospital at which the appointment was supposed to take place using the contact details provided at booking. 

Notice periods are calculated based on the time Aspen Med receives the cancellation request.

8. Review of This Policy

This policy is reviewed regularly and may be updated to reflect changes in clinical practice or operational requirements. The most current version will be available via the Aspen Med website or Patient Portal.