Advanced Care Planning Navigation Service

Cancellation and Refund Policy

At Advanced Care Planning Navigation Service, we understand that people’s circumstances, needs and wishes can change, sometimes unexpectedly.

We aim to provide a professional, compassionate and transparent service. This policy is designed to be fair to our clients while recognising the professional time and expertise involved in providing individualised support.

This policy applies to individuals who buy our services for personal purposes. It forms part of our terms and conditions, and we will make it available to you before you pay.

1. Your right to cancel

If you enter into a contract for our services online or by telephone, you normally have a legal right to cancel without giving a reason within 14 days, starting the day after the contract is made. This right is subject to the rules on services started or fully performed during that period, explained below.

You can tell us you wish to cancel in any clear way, for example by email, by letter or by telephone. You may also use the model cancellation form at the end of this policy, but you do not have to.

If you cancel during the statutory cancellation period before we have started providing the agreed service, you will receive a full refund.

Payment and early commencement

Once the scope and price of your support have been agreed, we will issue an invoice. Full payment is required before we provide the service. We recognise that support may be needed promptly and can begin within the 14-day cancellation period. Before starting within that period, we will obtain your express request to begin early (and, where the contract was made at a distance, your request on a durable medium such as email). We will also obtain your acknowledgement that your statutory cancellation right will be lost once the agreed service has been fully performed. We will confirm the agreed service, price, cancellation information and these acknowledgements by email or another durable medium. Payment alone does not constitute an early-start request or waiver of cancellation rights.

If you cancel within the 14-day period after expressly requesting an early start, but before the agreed service is fully performed, we may retain a reasonable proportion of the agreed price for the services supplied up to the time you notify us of cancellation, where the legal requirements for charging are met. We will explain the calculation and refund the balance. If those requirements have not been met, you will not be charged for services supplied during the cancellation period.

If the agreed service has been fully performed during the 14-day period following your express early-start request and your acknowledgement that the cancellation right would be lost on full performance, that statutory right to cancel ends. A completed appointment does not necessarily mean a multi-stage package has been fully performed. Your rights where services are not provided with reasonable care and skill remain unaffected.

Booking confirmation

Before any early start, we will ask you to actively confirm each of the following statements separately. They are never pre-ticked, and we keep a record of your confirmation and send it to you on a durable medium.

  • I expressly request that my agreed support begins before the end of the statutory 14-day cancellation period. I understand that if I cancel before it is fully performed, I may have to pay proportionately for services already provided.
  • I acknowledge that, once the agreed service has been fully performed following my express early-start request, I will lose my statutory 14-day right to cancel that service.

2. Cancelling or rearranging appointments

We understand that appointments sometimes need to be rearranged. If you need to change your appointment, please contact us as soon as possible.

If you give us at least 24 hours’ notice, we will rearrange or cancel your appointment without any additional charge.

If you cancel or rearrange an appointment with less than 24 hours’ notice, or do not attend, we may charge up to 25% of the appointment fee, but only where this is fair and proportionate to the loss we reasonably incur, taking account of any costs saved or opportunity to rebook. We will disclose this charge before you agree to the service. We will normally waive it for illness, hospital admission, bereavement or another emergency.

This charge does not apply if you cancel your whole booking under your 14-day right to cancel, and it does not affect your statutory rights.

3. Cancelling once support has begun

Our services may involve several stages, including initial discussions, reviewing information, explaining options, supporting document completion and providing follow-up guidance.

If you decide not to continue once support has begun, please contact us. We will explain what work has already been completed and whether any refund is due.

Where the law allows, we will charge fairly and proportionately for work already completed, taking account of the services agreed and delivered. We will not charge for work that has not been done, other than a lawful and reasonable cancellation charge that we told you about before you booked.

4. Changes in personal or medical circumstances

We recognise that people using advance care planning support may experience unexpected changes in their health or personal circumstances.

If illness, hospital admission, bereavement or another significant event prevents you from continuing with our service, please contact us. We will consider your circumstances sensitively and discuss options, which may include rearranging appointments, pausing support, or a full or partial refund.

If the person receiving our service dies, we are very sorry. We will refund any fees paid for work not yet carried out, to the person dealing with their affairs, and we will not charge a cancellation fee.

Any arrangements we offer in these situations are in addition to your statutory consumer rights.

5. Concerns about the service provided

We are committed to providing accurate, compassionate and professionally delivered support. If you are dissatisfied with any part of our service, please contact us so that we can understand and address your concerns.

Where appropriate, we may offer further support, corrective work or a refund.

By law, our services must be carried out with reasonable care and skill. If they are not, the Consumer Rights Act 2015 entitles you to ask us to repeat or put right the work. If we cannot do so, or do not do so within a reasonable time, you are entitled to a reduction in the price, which can be up to the full amount in some cases. Nothing in this policy limits these rights.

6. Refunds

If you cancel under your 14-day right to cancel, we will refund what you have paid, less any proportionate amount you owe us under section 1. We will do this without undue delay, and no later than 14 days after the day you told us you wished to cancel.

For any other refund we agree to, we will process it without undue delay and normally within 14 days of agreeing it.

Refunds will normally be made using the original payment method unless you expressly agree otherwise. We will not charge an administration fee for processing a refund.

7. How to cancel or contact us

To cancel, rearrange an appointment or request a refund, please contact us using the details below.

Any clear statement that you wish to cancel is enough. A model cancellation form is included at the end of this policy for your convenience. We will acknowledge your cancellation in writing via email, and if you send it within the cancellation period, you will have cancelled in time. We recommend keeping a record of when and how you contacted us.

We will aim to respond promptly and resolve matters fairly.

8. Your statutory rights

This policy does not affect your statutory rights under UK consumer protection law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

Last updated: November 2026

Model cancellation form

Complete and return this form only if you wish to cancel your contract. You do not have to use this form: any clear statement that you wish to cancel is enough.

Download the model cancellation form (PDF)

The form asks for:

  • The service you ordered
  • The date you ordered it
  • Your name and address
  • Your signature (only if you send the form on paper)
  • The date

Send it to acpnavigationservice@gmail.com.