Returns and Refunds Policy
Focus Gently (Acute Care Direct Limited, trading as Focus Gently) Last updated: 29 July 2026 Company number 09534719 · Registered office 41 Harebell Road, Ipswich, IP2 0LS · CQC provider ID 1-24764609935
1. What this policy covers
Focus Gently provides professional clinical services — adult ADHD assessment, titration, medication reviews and ongoing prescribing. There is no physical product, so there is nothing to return. This policy explains when you can cancel, when a refund or credit applies, and how we make it.
It covers all of our services:
Adult ADHD Assessment
Assessment-and-treatment package
Titration pathway
Additional and annual reviews
Ongoing prescribing
Where this policy differs from our service terms, the service terms take precedence. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
2. Paying for your appointment
The full fee is payable at the time of booking, unless you choose a payment plan — an initial deposit followed by two instalments, at no extra cost. See our Payment Plan Terms. Once payment is confirmed we will email your appointment details and a secure joining link.
Medication is not included in any of our fees. It is dispensed and charged separately by the pharmacy.
3. Changing your mind after booking
Because you book at a distance, we give you 14 days from the date of booking to cancel and receive a full refund, provided your appointment has not yet taken place.
If your appointment falls within those 14 days, we will ask you at the point of booking to confirm that you want us to go ahead sooner, and to acknowledge that once the appointment has taken place you can no longer cancel it for a refund. If your appointment goes ahead on that basis, this 14-day right no longer applies.
If you would prefer to keep the full 14 days, book your appointment for a date more than 14 days ahead.
4. Cancelling or rescheduling your appointment
With at least 48 hours' notice, there is no charge. We will reschedule you or refund you in full, whichever you prefer.
With less than 48 hours' notice, or if you do not attend, we retain a contribution towards the reserved clinical time we are unable to re-fill at short notice:
Appointment Amount retained Assessment, or assessment-and-treatment package £50 Titration, additional or annual review £20
The balance is refunded. These amounts are our genuine estimate of the cost of the unfilled appointment, not a penalty.
We may waive this once, at our discretion, where there is a genuine reason such as a medical emergency or bereavement.
To cancel or reschedule, contact us on 020 8798 0321 or at info@focusgently.com as early as you can.
5. If we cancel or reschedule
If we need to cancel or move your appointment, we will offer you the earliest suitable alternative or a full refund of that appointment's fee — your choice. If we have to cancel at short notice and this causes you a direct financial loss, tell us and we will look at it properly.
6. After your assessment has taken place
Once your assessment has been carried out, the service has been provided in full and the fee is not refundable, except where required by law or where the service was not delivered as described.
The outcome does not affect this. Whether or not you meet the diagnostic criteria for ADHD, you are paying for the professional assessment and your written outcome letter, not for a particular result. The clinical work is identical either way.
We do this deliberately. A refund tied to the diagnosis would mean we are only paid when we diagnose, which is a financial incentive that should not exist anywhere near a clinical decision. Our clinicians are paid the same whatever the outcome.
7. Where you do get money back
Assessment-and-treatment package
If you booked the combined package and a diagnosis is not confirmed, or treatment is not clinically appropriate for you, the treatment portion of the fee is refunded or credited in full. You only pay for treatment you actually receive. The assessment portion remains payable, as set out in section 6.
If your clinician stops your assessment
If your clinician concludes during your appointment that an ADHD assessment is not the right thing for you and stops, there is no fee and anything paid is refunded in full. You will still receive a written summary of what we found and what we suggest instead.
This is a clinical decision made by your clinician. It is not a cancellation route and does not apply to appointments you end yourself, which are covered by section 4.
If your report is late
We aim to send your written report within 10 working days of your final assessment appointment. If we miss that, we credit you £100 automatically — you do not need to ask or chase us.
The 10 working days start after your final appointment and pause if we are waiting for information we have asked you for.
If you think something was missed
If you believe your clinician missed something, tell us and they will review your file again and respond in writing, free of charge. A re-review may confirm the original outcome; it is a genuine second look rather than a second attempt at a different answer.
Requesting a re-review does not replace or pause your right to complain (section 10).
Part-completed titration pathways
If you pay for a titration pathway and stop before it is finished, we refund the fee for reviews you have not received, calculated pro rata. Reviews already carried out are not refundable.
8. Ongoing prescribing
There is no minimum term and you can stop at any time. Fees for reviews already carried out are not refundable.
Please tell us before you stop. Cancelling ends prescribing through this service, so arrange alternative prescribing first — shared care with your GP, for example — to avoid a gap in your medication. We will help you do this safely.
9. Payment plans
Payment plans are provided by us directly — an initial deposit at checkout followed by two further instalments. There is no third-party lender, no interest and no additional charge for paying this way. Full details are in our Payment Plan Terms.
Two things follow:
Cancelling your appointment does not automatically cancel your payment plan, and cancelling the plan does not automatically refund payments already taken. Contact us and we will deal with both together.
Where a refund is due, we refund the payments already taken to your original payment method and stop any remaining scheduled payments.
Your deposit counts towards the total price and is not automatically forfeited. What happens to it on cancellation is governed by sections 3 and 4 of this policy.
If your appointment has already taken place and no refund is due under this policy, the outstanding balance remains payable.
10. How refunds are made
Approved refunds are returned to the original payment method within 14 days of the refund being agreed. Where a payment plan was used, see section 9.
Credits (for example the late-report credit) are applied against your account and can be used towards any of our services. If you would rather have a credit paid out, ask us.
11. If you are unhappy
Tell us. Start with a free re-review if you think something clinical was missed, or contact us directly to raise a concern. We have a formal complaints procedure and will give you a copy on request.
If you are not satisfied with how we handle your complaint, you can raise it with the Care Quality Commission. Your statutory rights under the Consumer Rights Act 2015 — including your right to a service carried out with reasonable care and skill — are unaffected throughout.
12. Contact
To cancel, reschedule or request a refund:
Email: info@focusgently.com Phone: 020 8798 0321
This policy is governed by the law of England and Wales and does not affect your statutory consumer rights.