Cancellation Policy

 Appointment Cancellation

If you are unable to attend your appointment for an eye examination or any other appointment with an Optometrist then you should cancel the appointment at least 24 hours prior to the appointment time and date. This is so that Clark Family Eyecare have advanced warning to offer this appointment to patients on the waiting list.

Where advanced notice is not possible or you fail to attend an appointment with no warning, Clark Family Eyecare reserve the right to charge a ‘missed appointment fee’.
As a small practice, missed appointments can be costly to the business and with missed appointments becoming more frequent throughout our database we have had no choice but to charge a missed appointments fee.

The fees are listed below:

Failure to attend with no notice: Full appointment fee      

Failure to give 24 hours’ notice: 50% appointment fee at the managers discretion depending on number of previously failed appointments

Contact lens plan members - please note that missed appointments can hinder your regular supply of lenses.

Eyeplan members - most attended appointment fees are covered by the Eyeplan, however missed appointments are subject to a ‘missed appointment’ fees as the conditions of registration. An excerpt is noted below, please refer to you eyeplan sign up documents for the full section.

“10. Your responsibilities – You must keep appointments made with your optician, and pay any ‘missed appointment’ fee reasonably charged should you fail to do so…”

The fees are listed above.

NHS Patients - As you receive funding towards your eye examination, a missed appointment which cannot be filled can also not be funded by the NHS and therefore is at the cost of the practice. Clark Family Eyecare reserve the right to charge the above fees to cover the professional time which has been wasted. You will also be subject to a three-strike policy which means if you fail to attend 3 appointments in a 2 year period we will cancel reminders on our database and report the failed appointments to the NHS.

Direct Debit Cancellation

You can cancel your Direct Debit at any time in accordance with your direct debit contract between you (the payer) and Clark Family Eyecare. Where an outstanding balance is due this should be cleared at the time of cancelling the Direct Debit. If you require information regarding your contract, please contact Clark Family Eyecare. If you are struggling to pay a Direct Debit set up for the purchase of goods then you should contact Clark Family Eyecare immediately and a member of the team will be happy to discuss this in confidence with you.

Missed Direct Debit Payments

Clark Family Eyecare reserve the right to cancel direct debits at any time should the payer (you) miss fail to pay your direct debit on time or if the direct debit collector (Adaro Direct) is unable to collect the direct debit on the day. Any outstanding balances will need to be paid with in 30 days to avoid further action.