Medneo Diagnostics UK Patient Payment and Cancellation policy

  1. Purpose
    1. This policy outlines Medneo UK’s payment, cancellation and non-attendance terms for all privately funded diagnostic appointments, including those funded through Self-Pay and Private Medical Insurance (PMI).
    2. By booking a diagnostic appointment with Medneo UK, you acknowledge that you have read, understood and agree to the terms of this policy.
  2. Private Medical Insurance (PMI)
    1. Patients choosing to fund their diagnostic appointment through Private Medical Insurance (PMI) remain responsible for ensuring that their appointment has been authorised by their insurer prior to attending.
    2. It is the patient’s responsibility to obtain any required pre-authorisation or authorisation code before their appointment.
    3. It is the patient’s responsibility to confirm that the requested diagnostic examination is covered under their insurance policy.
    4. It is the patient’s responsibility to understand any exclusions, limitations, excesses, deductibles or co-payments that may apply.
    5. It is the patient’s responsibility to provide Medneo UK with accurate and complete insurance details before the appointment.
    6. Failure to obtain the necessary authorisation may result in the patient becoming personally liable for the full cost of the diagnostic appointment.
    7. Submission of a claim to your insurer does not guarantee payment.
    8. If your insurer declines your claim, refuses payment, makes only a partial payment, determines that the diagnostic appointment is not covered, applies an excess, deductible or co-payment, or withdraws authorisation for any reason, you agree to pay Medneo UK any outstanding balance.
    9. Any policy excess, deductible or co-payment forms part of your agreement with your insurer and remains your responsibility.
    10. Medneo UK cannot influence or become involved in decisions made by your insurer regarding policy cover, authorisation or payment.
    11. Where valid insurance authorisation cannot be confirmed prior to the appointment, Medneo UK reserves the right to request payment from the patient before the diagnostic examination proceeds. Any reimbursement remains a matter between the patient and their insurer.
  3. Self-Pay Patients
    1. Payment for all Self-Pay diagnostic appointments is the responsibility of the patient.
    2. To secure an appointment, Medneo UK will require a deposit of £50.
    3. Full payment for all Self-Pay diagnostic appointments must be made prior to the diagnostic examination taking place. Medneo UK reserves the right to refuse or delay the appointment until payment has been received in full.
  4. Appointment Cancellations
    1. If you need to cancel or rearrange your appointment, you must notify Medneo UK as soon as possible.
    2. Appointments cancelled or rearranged more than 48 hours before the scheduled appointment time will not incur a cancellation charge if the patient is self-funded, and the deposit will be refunded or transferred to the rearranged appointment.
    3. Appointments cancelled or rearranged less than 48 hours before the scheduled appointment time will result in the full deposit being retained as a cancellation charge.
  5. Late Arrivals
    1. Patients are asked to arrive in sufficient time for their appointment.
    2. Patients arriving more than 15 minutes after their scheduled appointment time may be unable to proceed due to operational and clinical scheduling requirements.
    3. Where an appointment cannot proceed due to late arrival, Medneo UK reserves the right to reschedule the appointment and/or treat the appointment as a late cancellation in accordance with this policy.
  6. Late Cancellations & Failure to Attend
    1. If you cancel within 48 hours of your appointment, fail to attend (DNA), or cannot proceed due to reasons within your control, Medneo UK reserves the right to charge the full value of the booked diagnostic appointment.
    2. This charge applies regardless of the diagnostic service booked, including but not limited to MRI, Ultrasound, CT or any other diagnostic examination, whether contrast or non-contrast where applicable.
    3. If an individual fails to attend (DNA) on 3 or more occasions, we will no longer be able to scan the patient at this facility. The referrer will be notified.
  7. PMI Patients – Late Cancellation & Non-Attendance
    1. Patients attending under Private Medical Insurance are also subject to this cancellation policy.
  8. Outstanding Payments
    1. If any balance remains outstanding, Medneo UK reserves the right to issue an invoice directly to the patient.
    2. Medneo UK may suspend or decline future bookings until outstanding balances have been settled.
    3. Medneo UK may refer unpaid balances to an appropriate debt recovery process where necessary.
    4. Any reasonable costs incurred in recovering outstanding debts may also be added where permitted by law.
  9. Exceptional Circumstances
    1. Cancellation charges may be waived at Medneo UK’s sole discretion where appropriate supporting evidence is provided, for example in cases of medical emergencies or other exceptional unforeseen circumstances.
  10. Patient Declaration
    1. By booking a diagnostic appointment with Medneo UK, you confirm that you have read and understood this Patient Payment & Cancellation Policy.
    2. You accept responsibility for obtaining any required insurance authorisation prior to your appointment.
    3. You understand that any amount not paid by your insurer remains your responsibility.
    4. You accept responsibility for any policy excess, deductible or co-payment required under your insurance policy.
    5. You understand and accept the cancellation, non-attendance and late arrival terms set out above.