# Refunds policy
This policy explains when we refund and how the refund reaches you. It sits alongside our [Cancellation and rescheduling policy](/legal/cancellation/) and our [Terms of service](/legal/terms/).
## When we refund
You are entitled to a full refund where:
- you cancel **2 or more hours** before the appointment start time;
- **we** cancel the appointment (clinician illness, a clinical or governance reason, or a technical fault at our end);
- you were charged in error or twice for the same appointment.
You are **not** entitled to a refund where:
- you cancel **inside the 2-hour window**, or do not attend (no-show), or arrive more than 10 minutes late;
- you booked within 2 hours of the start time (the cancellation window had already closed);
- the GP, exercising clinical judgement, declines to issue a private prescription, fit note or referral. The fee covers the consultation, which took place.
## How the refund reaches you
Refunds go back to the **original payment card** via Stripe. We don't pay refunds to a different card or to a third party.
Once we issue the refund it normally clears in **5-10 business days**, depending on your bank. If after 10 business days it hasn't arrived, contact us with the appointment reference and we'll chase it with Stripe.
## Disputes and chargebacks
If you believe a charge is incorrect, please contact us **before** raising a chargeback with your bank. Chargebacks lock funds and slow the resolution down. We always engage with the dispute and provide evidence to Stripe — but we'd much rather sort it directly.
## Statutory rights
This policy doesn't affect your statutory rights under the Consumer Rights Act 2015 or other applicable consumer law.
## Contact
[hello@fasttrackgp.co.uk](mailto:hello@fasttrackgp.co.uk) — please include your booking reference.
_Last reviewed: 28 April 2026._