SynomicsRefunds and cancellations
Refunds and cancellations

Clear terms, set out before you begin.

This page explains what happens to your fees if plans change, or if an investigation does not reach the answer we hoped for. If anything here is unclear, ask us before you book.

Consultations

Your consultations

  • The £250 fee is paid when your consultation is booked. 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.
  • To cancel or move your Symptom and Medical History consultation, please let us know at least 48 hours before and we will rebook it at no charge. Your first late cancellation is free. 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. The rest of that fee stays towards your service.
  • If you are running late, 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 you are too unwell to attend, please tell us as soon as you can: we will always consider waiving the charge.
Medical Investigations

Our refund guarantee

  • If every possibility is explored and no reason is found, the Investigation stage fee, £12,800, is returned to you in full. The guarantee covers your fee, never an outcome.
  • We always keep our own ranked list of the possibilities that could explain your symptoms. If the most likely cause is not confirmed, we look at the next on the list, at no extra charge.
  • A cause is confirmed when one of your clinicians makes the diagnosis in writing, or a test result establishes it. This includes a diagnosis that describes your symptoms, such as a post-viral syndrome, even where what is causing it is not yet known.
  • If a suggested test is not available on the NHS and you choose not to arrange it privately, we treat that possibility as explored and move on.
  • If a confirmed cause explains only some of the symptoms set out in your Investigation Report, we keep working on the others, at no extra charge, within the 18 months below. Symptoms that begin after your Investigation Report are not included.
  • If no cause has been confirmed 18 months after your Investigation Report, you choose: we keep going, or you take the refund.
  • If we reach the point where we do not believe we can find a cause, we tell you in writing and return the Investigation stage fee within 30 days. You do not need to ask for it.
  • The fees for your Introductory consultation, your Complex Medical History Review and its Clinician Overview are not included in the refund, as that work is complete and yours to keep.
  • This guarantee is in addition to your legal rights.
Ongoing Care

Minimum term and ending your support

  • Ongoing Care has a minimum term of three months.
  • After that, you can end your support with 30 days' notice.
  • Laboratory and testing costs are paid by you, and are not refundable by us once tests have been processed.
Pausing and postponing

When you need more time

Long-term illness rarely keeps to a timetable. If you need to step back for a while, tell us, and we will work around you.

  • Medical History Reviews and Medical Investigations. You can pause at any point, for as long as you need, at no cost. Your case is kept safely, and we pick up where we left off when you are ready. Nothing more is due until the next stage begins.
  • Ongoing Care. If you are too unwell to take part for a while, for example during a hospital stay, tell us and we will agree a pause with you. Your monthly fee is paused for that time, and your minimum term carries on when you return.
  • If we need to postpone. If we ever need to move a consultation or pause our work, we will tell you as soon as we can and offer you the next available time. You will never pay more because of a change we make, and if the new time does not suit you, we refund anything you have paid for work not yet done.
Your rights

Your right to change your mind

When you book with us by phone, email or online, or agree a service with us at your home, the law gives you 14 days to change your mind, without needing to give a reason. The 14 days begin the day after we confirm your booking in writing.

  • If you would like us to begin sooner. Some work, such as your Introductory consultation or preparing for your Symptom and Medical History consultation, may fall within those 14 days. We begin within the 14 days only if you ask us to in writing. If you then cancel within the 14 days, we refund what you have paid, less a fair amount for the work done up to the moment you told us.
  • Once a service is complete. If you asked us to begin within the 14 days and a service is then completed within them, you can no longer cancel that service once it is complete. In practice, this usually applies only to the Introductory consultation.
  • How to cancel. Email enquiries@synomics.co.uk to tell us, or use the cancellation form below. A short message is enough. We refund you within 14 days of hearing from you, using the same payment method you used, unless you ask us to use another.
  • After the 14 days. If you cancel a service later, you pay for the stage in progress, and anything paid for a stage not yet begun is refunded in full. Our notice periods and our refund commitment, set out on this page, apply in addition to these rights. Nothing on this page affects your legal rights as a consumer.

Model cancellation form

Complete and return this form only if you wish to withdraw from the contract.

To: Synomics, 71 Shelton Street, Covent Garden, London WC2H 9JQ, enquiries@synomics.co.uk

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate.

Ask us a question