Service Cancellation Policy

What this policy covers

This policy explains the arrangements for cancelling, changing or ending a booking for health education consultation services provided by AJRAK LTD.

It applies alongside the specific terms agreed for an individual booking and does not remove any rights that a customer has under applicable law. Where a statutory right gives a customer more favourable protection than a term in this policy, the statutory right takes precedence.

Our service is educational in nature. It does not include clinical assessment, diagnosis, interpretation of individual test results, prescribing or treatment planning.

When a booking is confirmed

Submitting an enquiry or requesting an appointment does not, by itself, create a confirmed booking. We will communicate acceptance and confirm the applicable service scope, fee, session duration, date, time and location or meeting arrangements.

Any payment requirement will be explained before the booking is finalised. Customers should review the confirmation and contact us promptly if any detail appears incorrect.

If no booking has been accepted and no payment has been taken, there may be no booking to cancel. Any payment already made will be handled according to the applicable agreement and legal requirements.

Statutory cancellation rights

Depending on how and where the service contract is made, customers may have a statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. For qualifying distance and off-premises service contracts, the cancellation period is generally 14 days from the day the contract is entered into.

The precise rules depend on the circumstances of the contract and any applicable legal exceptions. Not every booking is necessarily subject to the same cancellation arrangements.

Requesting a service during the cancellation period

If a customer asks us to begin a service during the statutory cancellation period, any required express request and related information will be handled in accordance with applicable law. If the customer cancels after the service has started, a proportionate amount may be payable for the service supplied up to cancellation where the legal conditions for doing so are met.

Services completed during the cancellation period

A statutory cancellation right may be lost after a service has been fully performed only where the applicable legal requirements have been met, including any required express consent and acknowledgement. We will not treat a booking as automatically excluded from a cancellation right simply because a session date has been reserved.

How to cancel a booking

To cancel a consultation, email enquiries@greenfieldenquiries.services with the subject line “Booking Cancellation”. Please include your name, the confirmed appointment date and any booking reference provided to you.

You may also contact us by telephone if you need assistance. We recommend keeping a copy of your cancellation message for your records.

Non-statutory cancellation requests

For cancellations outside a statutory cancellation period, any agreed cancellation terms will be considered alongside the timing of the request, whether work has already been performed and any applicable legal requirements.

If a fee or deduction may apply, it should have been communicated before the booking was accepted. We will explain the basis of any amount retained and any refund due.

Rescheduling and amendments

If you need to change an appointment, please contact us as early as reasonably possible. We will consider the requested change against our available arrangements and the scope of the original booking.

A rescheduling request is not confirmed until we agree the revised arrangements.

• Any new date, time or location will be confirmed in writing.
• Changes to the session duration or subject may require a revised agreement.
• Any additional fee will be explained and agreed before extra work begins.
• If a suitable alternative cannot be arranged, the cancellation and refund terms will be considered.

A change to an appointment does not remove any statutory rights that apply to the original contract or any new agreement.

Late arrival and non-attendance

Late arrival

Customers should arrive at the confirmed location or follow the agreed meeting arrangements on time. If a customer arrives late, the remaining session may need to be adjusted to fit the original appointment window, where reasonably possible.

We will discuss any practical alternative where appropriate, but extending a session beyond the agreed end time is not guaranteed.

Missed appointments

If a customer does not attend and has not contacted us, we will consider the circumstances and the terms communicated before the booking was accepted. Any charge or amount retained must be consistent with applicable law and the agreed terms; it will not automatically be assumed that the full fee is always payable.

If an unexpected event prevented attendance, please contact us and explain the circumstances. We will consider the information provided and explain any available options.

Cancellation by AJRAK LTD

In some circumstances, we may need to change or cancel a confirmed appointment. If this happens, we aim to notify the customer as soon as reasonably possible and explain the available options.

Depending on the circumstances, these options may include:

• Agreeing a replacement appointment.
• Agreeing a revised delivery arrangement.
• Providing a refund for a service that has not been supplied, where due.

If we cannot provide a service for which payment has already been taken, any refund due will be assessed under the booking agreement and applicable law. Nothing in this policy limits a customer’s statutory rights.

Refund method and processing times

Where a refund is due, we will confirm the amount and the reason for the refund. Unless otherwise required by law or agreed with the customer, refunds will normally be returned to the original payment method.

Where statutory cancellation rules apply, refunds will be made within the legally required timeframe. For qualifying cancellations under the Consumer Contracts Regulations 2013, the applicable refund deadline is generally 14 days from the date we are informed of the cancellation, subject to the relevant rules and circumstances.

If you believe a refund has not been processed correctly, contact us with the appointment details and any relevant payment reference. We will review the matter and explain the next step.

Exceptions and questions

Unexpected illness, disruption to travel, communication difficulties or other unforeseen circumstances may affect an appointment. Please contact us as soon as reasonably possible so that we can understand the situation and consider the available options.

Any discretionary arrangement will depend on the facts of the case and will not reduce statutory rights. We will communicate the decision and any relevant refund or rescheduling details clearly.

If you are dissatisfied with the handling of a cancellation or refund, you may raise the matter under our Complaints Policy. Information about the handling of personal information is available in our Privacy Policy.

Contact AJRAK LTD

For cancellations, rescheduling requests or questions about a refund, please contact us using the details below.