Cancellation and Refund Policy
What happens if you need to change or cancel an appointment, if PRC has to cancel, and when a refund is due.
These terms are approved and in force
PRC’s cancellation terms were approved alongside its 2026 fees. The notice periods and charges below are the terms that apply to your appointment. They are also summarised on the Prices page.
Charges are calculated as a percentage of the fee for the appointment you booked, so the amount depends on the service. All PRC fees are published on the Prices page.
1. If you need to change or cancel
Please tell us as early as you can. Appointment time is reserved for you and a clinician, so late cancellations are hard to reuse.
- More than 48 hours' notice — no charge. Reschedule free of charge, or take a full refund of anything paid.
- Less than 48 hours' notice — 50% of the appointment fee.
- Missed appointment with no notice — 100% of the appointment fee.
To change or cancel, contact PRC as early as possible on 07932 153 378 or at info@progressiverecoverycare.co.uk.
2. When we will not charge you
PRC works with people who are unwell, and a rigid policy would be the wrong tool. PRC will waive or refund a late cancellation charge where the reason relates to illness, a mental health crisis, a safeguarding situation, bereavement, a caring emergency, or another circumstance outside your control.
You will not be asked to provide evidence or to explain more than you are comfortable explaining. If you would rather not give a reason at all, say so and PRC will use its discretion.
3. If PRC cancels
- PRC will offer you the earliest suitable alternative appointment.
- If you prefer not to rebook, you receive a full refund of everything you have paid for that appointment. The choice is yours, not PRC's.
- Where PRC decides during a suitability discussion that its service is not appropriate for you, anything you have paid for that service is refunded in full.
- No cancellation charge ever applies when PRC is the one who cancels or has to rearrange.
4. Deposits, balances and refunds
Payment is normally due before or at the time of booking. For higher-cost diagnostic assessments, instalment arrangements may be available — ask when you book and PRC will tell you what is possible for that service.
Where a refund is due under this policy, it is returned to the original payment method. PRC processes refunds within 10 working days.
Separate contractual rates and terms may apply to NHS bodies, local authorities, schools, employers, insurers and other commissioning organisations. Those are set out in the written agreement with that organisation.
5. Your statutory cancellation right
Because PRC’s services are arranged at a distance, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 normally give you 14 days from entering into the contract to cancel and receive a refund, without giving a reason.
If you ask PRC to begin the service within that 14-day period, and it is fully performed, the cancellation right is lost. If the service has begun but is not complete, PRC may charge for what has already been provided.
This right applies in addition to anything set out above, and nothing on this page removes it.
[DRAFTED — CONFIRM] PRC’s solicitor should confirm how this interacts with deposits, and PRC must provide the required pre-contract information and a cancellation form or equivalent.
6. If you disagree with a charge
Raise it through our Complaints Procedure. PRC acknowledges complaints within 3 working days and aims to respond in writing within 20 working days. You will not be treated any differently for challenging a charge.