We understand that plans change, but we ask for at least 24 hours’ notice if you need to cancel or reschedule. This helps us reallocate valuable GP time.
For scheduled appointments (in-clinic or online)
- You can cancel or reschedule free of charge up to 24 hours before your appointment.
- If you cancel or reschedule 2–24 hours before your appointment, a 50% cancellation fee will apply.
- If you cancel or reschedule less than 2 hours before your appointment, a 100% cancellation fee will apply.
- If you do not attend and do not notify Tend, a 100% cancellation fee may apply.
- If you are more than 5 minutes late, your appointment will be cancelled, and a 100% cancellation fee may apply.
For Online Now appointments
- If cancelled at least 2 hours before the estimated consultation time, you’ll receive a full refund.
- If cancelled less than 2 hours before, a 100% cancellation fee may apply.
- If you do not attend and do not notify Tend, a 100% cancellation fee may apply.
Exceptional circumstances
If your cancellation is due to unforeseen circumstances beyond your control, please message our Customer Experience Team via the app to discuss.
For full details, see our Terms of Service.
