1. Appointment Bookings

Appointments at MyMaterna (in-person and online) are confirmed upon receipt of booking confirmation. By booking an appointment, you agree to the terms outlined in this policy.

2. Cancellation Policy

We understand that circumstances can change. If you need to cancel or reschedule your appointment:

• A minimum of 24 hours’ notice is required.

• Cancellations must be made in writing via email to:
  support@mymaterna.co.uk

• The time of cancellation will be based on the time the email is received.

3. Late Cancellations

If you cancel with less than 24 hours’ notice:

• The appointment may be subject to a cancellation fee.

• Up to 100% of the consultation fee may be retained.

This policy ensures fairness and protects appointment availability for other patients.

4. Failure to Attend (DNA Policy)

If you do not attend your scheduled appointment and fail to provide 24 hours’ notice:

• The full consultation fee may be charged.

• Future bookings may require prepayment.

5. Refund Policy

​- Completed Consultations

Refunds are not provided for completed in-person or online consultations.

- Clinic-Initiated Cancellations

If MyMaterna needs to cancel or reschedule your appointment:

• You will be offered a new appointment date, OR

• A full refund will be issued if preferred.

- Technical Issues (Online Consultations)

If significant technical issues prevent the completion of an online consultation:

• The appointment will be rescheduled at no additional cost.

6. Prepaid Packages (If Applicable)

Where services are purchased as part of a prepaid package:

• Refunds are assessed on a case-by-case basis.

• Any used sessions will be deducted at the standard consultation rate.

7. Exceptional Circumstances

We recognise that emergencies may occur. In exceptional or compassionate circumstances, cancellation fees may be reviewed at the discretion of MyMaterna.

8. Policy Updates

MyMaterna reserves the right to amend this Refund & Cancellation Policy at any time. The latest version will always be available on our website.