Cancellation Policy

1. Your statutory right to cancel (14-day cooling-off period)

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day of the conclusion of the contract (i.e. when your booking is confirmed). To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement sent by email to hello@dopa.co.uk). You may use the model cancellation form below, but it is not obligatory. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

If you request that services begin during the cooling-off period: Where you ask us to begin providing your service before the 14-day cooling-off period expires, you acknowledge that you will lose your right to cancel once the service is fully performed. If the service is only partially performed when you cancel, you will owe a pro-rata amount for the portion already delivered. We will refund any remaining balance within 14 days of receiving your cancellation notice.

2. Appointment cancellation & rescheduling

Outside of your statutory cooling-off period, the following commercial policy applies to individual appointments.

3. Deposit & balance payments

Most packages require a deposit at the time of booking, with the balance charged automatically before your appointment.

• Your deposit secures your appointment slot and confirms your booking.
• The balance is charged automatically to your saved card approximately 48 hours before your appointment.
• If the balance charge fails (e.g. expired card), we will notify you and your booking may be cancelled if payment cannot be resolved in time.
• If you cancel before the balance has been charged and within the 14-day cooling-off period, your deposit will be refunded in full within 14 days of your cancellation notice.
• If you cancel after the balance has been charged, the refund amount depends on the stage of your service — see the relevant sections below.

4. Ongoing care subscription (£75/month)

Your ongoing care subscription (£75/month) can be cancelled at any time. We make cancellation as easy as signing up.

5. Prepay ongoing care refunds

The prepay discount is available on the basis that you stay for the full term. If you cancel early, we charge for the months you have used at the standard monthly rate of £75 per month and refund whatever is left. If the amount already used at the full rate exceeds what you paid, no refund is due.

14-day cooling-off: If you cancel your prepay package within 14 days of purchase and before any services have been delivered, you are entitled to a full refund of the prepay amount.

6. Clinic-initiated cancellation

In exceptional circumstances, DOPA may need to end the patient relationship. This may happen where:

• There are patient safety concerns that remote care cannot adequately address.
• You are unable or unwilling to comply with treatment monitoring requirements (which are mandatory for the safe prescribing of controlled medications).
• There has been abusive or threatening behaviour toward our staff.
• Clinical judgement indicates that remote care is no longer clinically appropriate for your needs.

Where DOPA initiates cancellation, we will:

• Give you reasonable advance notice wherever possible.
• Provide a treatment summary to your NHS GP to ensure continuity of care.
• Refer you back to your NHS GP for ongoing management of your ADHD.
• Make your medical records available to you on request at any time.
• Refund a pro-rata amount for any unused services you have already paid for.

7. How refunds are processed

All refunds are returned to the original payment method used at checkout (processed via Stripe). We do not issue refunds by bank transfer or cheque unless your original payment method is no longer available.

• Statutory cancellations (14-day cooling-off): refund issued within 14 days of receiving your cancellation notice.
• Other refunds (commercial cancellations, prepay clawbacks, clinic-initiated): refund issued within 10 working days of agreement.

Card refunds typically appear in your account within 5–10 business days depending on your bank. If you have not received a refund after 14 days, please contact us at hello@dopa.co.uk.

8. Model cancellation form

You are not required to use this form — any clear written statement will do — but you may complete and email it to hello@dopa.co.uk if you wish.

9. Contact

If you have any questions about this policy, please get in touch:

• General enquiries: hello@dopa.co.uk
• Complaints: hello@dopa.co.uk

You may also wish to read our Terms & Conditions. If your complaint is unresolved after contacting us, you may escalate to the Care Quality Commission (CQC) or the Parliamentary and Health Service Ombudsman.