REFUND POLICY
Last updated: May 2026
Overview
At Nine Elms Vaccine Centre we want every patient to feel confident booking with us. This policy explains when refunds apply, how to request one, and how we process them.
Deposits and payments
When you book an appointment through our website, payment is taken securely via Stripe at the time of booking. This payment covers the cost of your vaccine or service as confirmed at the time of checkout.
Cancellations and refunds
If you cancel your appointment more than 48 hours before your scheduled time, you are entitled to a full refund. The refund will be returned to your original payment method within 5–10 business days depending on your card issuer.
If you cancel between 24 and 48 hours before your appointment, a 50% refund will be issued. The remaining 50% covers the cost of the vaccine dose which will have been ordered and prepared for your visit.
If you cancel less than 24 hours before your appointment or do not attend, no refund will be issued. Vaccines are perishable clinical products prepared specifically for your appointment and cannot be reused once allocated.
How to cancel
To cancel your appointment and request a refund, please contact us as early as possible by calling 020 7622 2821 or emailing hello@nineelemsvaccine.co.uk. Please include your full name, appointment date, and booking reference. Cancellations made by phone or email are timestamped from the moment we receive and acknowledge your message.
Rescheduling
If you would like to reschedule rather than cancel, we will always try to accommodate you at no extra charge provided you give at least 24 hours notice. Rescheduling is subject to availability.
Vaccine reactions and clinical outcomes
Refunds are not issued on the basis of vaccine side effects or clinical outcomes. All vaccines we administer are MHRA-approved and administered by qualified registered practitioners following current UK clinical guidelines. If you have a concern about your clinical care please contact us directly and we will address it promptly.
Failed appointments due to our error
If we cancel your appointment, are unable to administer your vaccine due to a stock issue, or make an error in your booking, you will receive a full refund or the option to rebook at no additional cost.
Stripe payments
All payments are processed securely by Stripe. Nine Elms Vaccine Centre does not store your card details. Refunds are processed back to the original Stripe payment method only. We are unable to issue refunds to a different card or by cash or bank transfer.
Contact
For any questions about a payment or refund please contact us at hello@nineelemsvaccine.co.uk or call 020 7622 2821. We aim to respond within 2 business hours Monday to Saturday.