This policy explains when we refund and how the refund reaches you. It sits alongside our Cancellation and rescheduling policy and our Terms of service.
When we refund
You are entitled to a full refund where:
- you cancel 24 or more hours before the appointment start time, via the link in your booking confirmation email;
- 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 24-hour window, or do not attend (no-show), or arrive more than 15 minutes late;
- you booked within 24 hours of the start time (the cancellation window had already closed);
- the GP, exercising clinical judgement, declines to issue private GP treatment, sick 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 — please include your booking reference.
Last reviewed: 28 April 2026.