This policy applies to offline physical disease diagnosis and treatment services booked via
CCSPsychiatry.com, including but not limited to:
Professional consultation and diagnostic fees for physiological diseases;
Fees for written physical treatment plans (e.g., medication, surgery, rehabilitation);
Administrative fees directly linked to service scheduling.
Exclusions:
Non-physical health services (e.g., psychological counselling, mental health assessments);
Third-party costs (e.g., pharmaceuticals, consumables, or tests during treatment execution).
1.2 Regulatory Compliance
Governed by Section 49 of the UK Consumer Rights Act 2015, mandating services to meet "reasonable quality and performance standards."
Per the UK General Medical Council (GMC) "Professional Practice Guidelines" (Section 4.4.2), signed written treatment plans are deemed completed professional services and are non-refundable.
2. Refund Eligibility and Conditions
2.1 Eligible Scenarios
Service Non-Fulfilment: Full refund if cancellation results from CCSPsychiatry or partner institution negligence (e.g., clinician absence, equipment failure).
Patient-Initiated Cancellation:
≥48 hours before appointment: 100% refund;
24–48 hours before appointment: 50% refund;
<\24 hours before appointment: No refund.
Material Service Deficiency: Partial refund for unexecuted services if an independent medical board verifies gross medical negligence (e.g., violation of NICE clinical guidelines).
2.2 Non-Eligible Scenarios
Patient no-show or late arrival >30 minutes;
Signed written treatment plans (deemed completed services);
Service termination due to patient-provided false medical history or non-cooperation;
Force majeure events (e.g., public health emergencies, natural disasters).
3. Refund Application and Execution
3.1 Application Requirements
Sole Submission Channel: Requests must be emailed to [email protected] with the subject: "Refund Request – [Order Number]."
Mandatory Documentation:
Complete order number and appointment date;
Detailed refund justification and liability analysis;
Medical certificate (for health-related cancellations, signed by a UK-registered physician citing specific health risks and licence number);
Payment proof (e.g., bank statement or platform transaction record).
Time Limit: Claims must be submitted within 14 calendar days post-appointment or dispute occurrence.
3.2 Processing Protocol
Review Timeline:
Acknowledgement within 5 business days;
Complex cases (e.g., service quality disputes) referred to an independent medical arbitration panel (max. 20 business days).
Refund Execution:
Method: Refund via original payment channel (cross-border fees deducted);
Administrative fee: **£20 deducted** for patient-liable cancellations (e.g., late cancellation);
Processing period: Transfer completed within 14 business days post-approval.
4. Dispute Resolution and Legal Jurisdiction
4.1 Appeals Process
Disputes regarding refund decisions must be escalated via email to [email protected] within 10 business days, supplemented with evidence.
4.2 Binding Arbitration Clause
Unresolved disputes shall be submitted to the London Court of International Arbitration (LCIA) under the UK Arbitration Act 2025, with specifications:
Venue: London, UK;
Language: English;
Arbitrator: UK-licensed physician and LCIA-certified expert.
4.3 Governing Law
This policy and all related disputes are governed by the laws of the United Kingdom, irrespective of jurisdictional distinctions within England, Wales, or other regions.
5. Disclaimer and Liability Limitation
5.1 Service Nature Declaration
CCSPsychiatry.com solely provides physical disease treatment planning services. Treatment execution occurs at partner healthcare institutions under separate agreements. The platform assumes no liability for clinical implementation.
5.2 Liability Cap
Maximum refund per service instance: 100% of fees paid;
Indirect damages (e.g., loss of income, subsequent treatment costs) are excluded.
6. Policy Amendments and User Obligations
6.1 Amendment Rights
Material changes (e.g., refund timelines, liability scope) will be announced 30 days prior on the website homepage.
6.2 User Responsibilities
Ensure medical history accuracy before booking;
Acknowledge that physical treatment plans require in-person execution and are non-refundable upon signing.
