Cancellation & Refund Policy

We understand that plans can change. A confirmed consultation may be cancelled where the request is made at least 3 calendar days before the scheduled consultation time.

The cancellation request should be sent using the contact details provided on the website. Please include the name used for the booking, the scheduled date and time, and any relevant booking reference so that we can identify the appointment quickly.

• Cancellation requested at least 3 days before the appointment
• Cancellation received before the consultation has started
• Cancellation where the booking details can be clearly identified
• Cancellation requested because the agreed appointment can no longer be attended

A cancellation may not qualify for a refund where the consultation has already taken place, has already started, or the request is received outside the applicable cancellation period.

• Cancellation requested on the day of the consultation
• Cancellation requested less than 3 days before the appointment
• Cancellation after the consultation has started
• Failure to attend without contacting us beforehand
• A completed consultation or service already delivered
• Work already completed specifically for the confirmed booking

Where a booking falls outside the standard cancellation period, we may still review the circumstances. Any alternative arrangement is considered separately and is not guaranteed.

Where a cancellation is made within the permitted cancellation period and the relevant service has not started, a refund may be available for the amount paid for the cancelled service.

Refund eligibility is assessed against the booking information, the time the cancellation was received and whether any part of the booked service had already been provided.

• Eligible cancellation received 3 days or more in advance
• No part of the booked consultation has started
• The payment can be matched to the relevant booking
• No separate service-specific term changes the refund arrangement

If a booking has been changed rather than cancelled, the original payment may instead be applied to the rearranged appointment where this has been agreed in advance.

The following situations are normally outside the standard refund arrangement:

• The cancellation is made less than 3 days before the appointment
• The customer does not attend the confirmed appointment
• The consultation has already started
• The booked consultation has already been completed
• A requested service has already been provided
• Specific work has already been completed for the booking

If there are unusual circumstances, please contact us promptly. We may consider whether a rearrangement or another reasonable solution is possible.

There may be occasions when we need to change or cancel a consultation because the agreed appointment cannot reasonably go ahead. If this happens, we will contact the customer using the details provided with the booking.

Where we cancel a paid consultation before it has been provided, we will normally offer either a suitable alternative appointment or a refund of the amount paid for that cancelled service.

If a replacement appointment is accepted, the original payment can normally be transferred to the rearranged appointment rather than refunded.

Once a refund has been approved, we will begin processing it after the cancellation has been reviewed and the refund amount has been confirmed.

We normally process an approved refund within 5 working days. After the refund has been processed, the time for the funds to appear in the customer’s account depends on the payment method and the relevant financial institution.

If you cannot attend the original consultation but still need the service, contacting us to request a new appointment may be a better option than cancelling the booking.

A new appointment must be at least 3 days in advance and is subject to availability. Where we agree to move a booking, the original payment can normally remain attached to that booking.

Requests made less than 3 days before the original appointment may not be possible.

Please contact JNJ Care Staffing as soon as you know that you need to cancel. Email is the preferred method because it provides a clear record of when the request was received.

• Booking name
• Scheduled appointment date
• Scheduled appointment time
• Booking or payment reference, where available
• Brief reason for the cancellation

The cancellation time is based on when the request is received by JNJ Care Staffing, not when the message was drafted or sent from another system.

A refund relates only to the payment for the cancelled service that qualifies under these terms. It does not automatically apply to separate services, previous bookings or other business arrangements.

Where a customer has purchased more than one service, each service may be considered separately according to the relevant booking information and service terms.

Any amount already paid for a service that has been fully provided is not normally refundable.

JNJ Care Staffing will handle cancellation and refund requests reasonably and in line with the arrangements applicable to the booking.

We are not responsible for delays caused by circumstances outside our reasonable control, including delays in communication systems, banking systems, payment processing or other services operated by third parties.

We cannot guarantee the availability of a replacement appointment following a cancellation. Any rearranged appointment is subject to availability and the minimum 3-day booking requirement.

Nothing in this policy limits or excludes any rights or responsibilities that cannot legally be limited or excluded.

We may update this Cancellation & Refund Policy when our services, booking arrangements or business processes change.

The current version will be published on this page and will take effect immediately when published, unless a different effective period is stated in the revised policy.

If you have a question about a cancellation, refund, payment or rearranged consultation, please contact us using the details below.