Before an appointment is confirmed
You can cancel at any time and pay nothing. We release the card hold straight away. Your bank may take a few days to show it.
If we can't find a practice within the times you chose, we release the hold and email you. You are not charged.
Once an appointment is confirmed
When we email you a confirmed practice, time and clinician, the booking is complete and the £49 is charged.
- You cancel more than 48 hours before the appointment: we'll offer to move it to another time at no cost. If you'd rather not, we refund the £49 in full.
- You cancel within 48 hours of the appointment, or don't attend: the £49 is not refunded. The practice has held the time for you. Arriving too late for the practice to see you counts as not attending. If you are running late, call us or the practice; they will see you if they can.
- The practice cancels, or can't see you at the confirmed time: we find you another appointment or refund the £49 in full. You choose.
- The dentist decides not to go ahead after seeing you (for example because you need a hospital): the assessment has taken place, so the £49 is not refunded. If you were not assessed at all, we refund it in full.
Most emergency appointments are less than 48 hours away when they are confirmed. If the appointment we find is at very short notice, we phone you to check the time works for you before we confirm it and charge the £49.
Your legal right to change your mind
Because you book online, the law gives you 14 days to change your mind (the Consumer Contracts Regulations 2013). An emergency cannot wait 14 days, so when you book you ask us to start finding your appointment straight away. This is what that means:
- If you change your mind before an appointment is confirmed, you pay nothing.
- If you change your mind after an appointment is confirmed but before you have been seen, the law lets us keep a fair amount for the work we have already done at your request. Finding and confirming your appointment is most of our work, and the practice is holding the time for you. So the rules above apply: a full refund or a free move with more than 48 hours' notice, and no refund within 48 hours of the appointment or if you do not attend.
- Once you have been seen, the service is complete and the right to change your mind ends.
To use this right, tell us in any clear way using the contact details in "How to cancel" below. You do not have to give a reason.
Treatment fees
Treatment fees are paid to the practice and are covered by the practice's own terms. If you have a problem with treatment, raise it with the practice first. Our complaints page explains what to do next.
How refunds are paid
Refunds go back to the card you used. We send them within 3 working days of agreeing the refund. Your bank then usually takes 5 to 10 working days to show it.
How to cancel
- Reply to your confirmation email, or
- email book@relieved.uk with your booking reference (it looks like RLV-1234), or
- call the number in your confirmation email.
The time that counts is when your message or call reaches us, not when we reply.
Who we are
Relieved is a trading name of AUXO Holdings Ltd, registered in England and Wales, company number 13751703. Registered office: Unit 7 Wheatcroft Business Park, Landmere Lane, Edwalton, Nottingham NG12 4DG.
Contact: book@relieved.uk