Refund & Cancellation Policy

(Compliant with the UK Consumer Rights Act 2015 and Consumer Contracts Regulations 2013)

Effective Date: January 2025

Last Reviewed: January 2026
Next Review Date: January 2027
Responsible Person: Johanna Condon, Director and Clinical Lead

1. Purpose

This Refund and Cancellation Policy explains your rights as a client under UK consumer law and outlines how cancellations, rescheduling, and refunds are managed for our assessment services.

Our aim is to maintain transparency, fairness, and respect for both clients’ needs and the professional time reserved for each session.

2. Services Covered

This policy applies to all services provided by Jo Condon Autism Assessments Ltd including but not limited to:

  • Autism diagnostic assessments
  • ADHD diagnostic assessments

3. Your Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you book a session or package online, by email, or by phone, you have the right to cancel within 14 calendar days from the date of booking, provided the service has not yet been delivered.

If the service begins within the 14-day period at your request, your right to a full refund may be affected:

  • If the assessment session(s) have been completed in full you will not be entitled to a refund
  • If half of the assessment sessions have been delivered, you will be entitled to a 50% refund

To exercise your right to cancel, you must notify us in writing at admin@jocondon.co.uk within 14 days of your booking confirmation.

4. Session Cancellations and Rescheduling

We understand that circumstances can change. To ensure fair scheduling for all clients:

  • At least 48 hours’ notice: You may cancel or reschedule your session without charge if you notify us at least 48 hours before the appointment at no additional cost.
  • Less than 48 hours’ notice: Cancellations made less than 48 hours before your appointment may incur the session fee, except in emergencies or exceptional circumstances (assessed at our discretion).
  • No-shows: If you do not attend a scheduled session without prior notice, the session fee will be retained.

5. Late attendance

Our clinicians’ schedules vary; arriving late for your session may mean that the clinician is unable to complete the session due to other bookings. If this is the case, the session fee will be retained.

6. Our Right to Cancel

In rare circumstances (e.g., therapist illness, emergency, or unforeseen events), we may need to cancel or reschedule a session.

  • You will be offered a new appointment date that is suitable to you
  • We will provide as much notice as reasonably possible.

7. Refund Processing

Approved refunds will be:

  • Processed within 14 days of confirmation,
  • Issued to the original payment method, and
  • Confirmed via email once complete.

8. Non-Refundable Services

Refunds are not available for:

  • Assessments where the assessment sessions have already taken place;
  • Missed appointments without sufficient notice;
  • Late attendance which renders the session undeliverable

9. Exceptional Circumstances

We recognise that issues can arise unexpectedly. In such cases, we may, at our discretion, offer to reschedule your session or issue a full or partial refund.
Please contact us as soon as possible to discuss your situation.

10. Contact Information

If you wish to cancel, reschedule, or request a refund, please contact:

admin@jocondon.co.uk

01685686250

Admin Team
Jo Condon Autism Assessments
Ty Chwarel
Thomas Fields
Rhymney
NP22 5PG

11. Governing Law

This policy is governed by and construed in accordance with UK law.
Your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 remain unaffected.

Approved by: Jo Condon
Last Reviewed: January 2026
Next Review Date: January 2027