Clear fees, agreed before we begin.

• Introductory consultation. £250, paid when you book. If you go ahead with a service, the £250 is taken off its fee. If you wish to cancel your Introductory consultation, please let us know at least 24 hours before and we will rebook it or refund the £250 in full. If you need to cancel later than that, your first late cancellation is free and we will simply find a new time. If a rescheduled consultation is then cancelled with less than 24 hours' notice, we keep £160, one hour at our standard rate, for the time we had set aside, and refund the remaining £90 or put it towards a new booking.
• Symptom and Medical History consultation. If you wish to cancel or move it, please let us know at least 48 hours before and we will rebook it at no charge. If you need to cancel later than that, your first late cancellation is free and we will simply find a new time. If a rescheduled consultation is then cancelled with less than 48 hours' notice, we keep £480, three hours at our standard rate, from the stage fee you have already paid, for the day we had set aside. The rest of that fee stays towards your service.
• If you are running late or unwell. If you are running late for either consultation, we will still go ahead for the time that remains. If you cannot join within 30 minutes, we will first offer to continue by phone, for a shorter time, or with someone you trust speaking for you. If none of these suits you, it counts as a late cancellation. If you are too unwell to attend, please tell us as soon as you can: we will always consider waiving the charge.
• How your fee is set. The "from" price is the fee for the most straightforward case. Your fee depends on the amount of your medical records and the complexity of your history. We confirm it in writing after your Introductory consultation, before you pay anything more.
• When you pay. A Medical History Review is paid in full when your fee is agreed, before your Symptom and Medical History consultation. A Medical Investigation is paid in three stages: £250 when you book your Introductory consultation; your Medical History Review fee, less the £250, when you go ahead; and the Investigation stage fee when your Medical History Review report is delivered. Ongoing Care is paid monthly in advance, with the first month invoiced before your care begins. Your written agreement sets out each payment and its date.
• Not included. Laboratory and testing costs, which are paid separately; Report Updates, from £1,300, if new records or results arrive after your case closes; and Ongoing Care, our separate month-by-month support.
• Ongoing Care is a monthly fee for a set number of hours, which you use as one pool. If you would like more hours in a month, extra hours are £180 an hour, and only ever with your agreement first. The minimum term is three months.
• Home visits outside London carry a travel charge. We agree it with you in writing before your Symptom and Medical History consultation. There is no travel charge for consultations by phone, by video or at our London office.
• Tests. We suggest tests and guide you through arranging them. Any laboratory or clinic charges are paid by you directly to them. We take no commission, referral fee or payment from any laboratory, clinic or test provider.
• Paying. By bank transfer, using the invoice number as the payment reference.

You can pause at any time, at no cost, and cancel at any stage. Your legal rights to cancel, and our refund guarantee, are set out on our Refunds and cancellations page.