Cancellation and Refund Policy

Effective date: 10 August 2026

AXIA ASD Ltd
Company number: 08139418
Brookside Farm Cottage
Parkgate Road
Mollington
Chester
CH1 6JS
Telephone: 01244 56 76 56
Email: enquiries@axia-asd.co.uk

1. About this policy

This policy explains how cancellations, rescheduling and refunds are handled for AXIA services. It applies to services paid for online and, where relevant, to services arranged through private self-funded, GP referral or Salford referral routes.

2. How to cancel or request a reschedule

Please contact AXIA as soon as possible by telephone on 01244 56 76 56 or by email at enquiries@axia-asd.co.uk. Please provide your name, order number if applicable, service booked, appointment date and the action you are requesting.

3. Private self-funded bookings

If you know that you cannot attend, please contact AXIA as soon as possible. We will try to offer one alternative appointment without an additional rescheduling charge where we can reasonably accommodate it. A rescheduled appointment is not guaranteed and remains subject to clinician availability, service capacity and AXIA's discretion.

If you do not attend a private self-funded appointment and have not agreed an alternative appointment with AXIA, the payment is normally non-refundable.

Where there is a significant reason why you could not attend, AXIA may, at its discretion, offer a further appointment without an additional rescheduling charge. This is considered case by case and is not guaranteed.

Outside any statutory cancellation rights that apply to your purchase, private self-funded services are not automatically refundable once an appointment or service has been arranged. AXIA may agree a refund in exceptional circumstances at its discretion.

4. GP referral and Salford referral bookings

If you are attending through a GP referral or Salford referral route and cannot attend, AXIA will normally offer a rescheduled appointment or, where a payment has been made and a refund is appropriate, arrange a refund to the original payer and payment method.

5. Statutory cancellation rights for online purchases

Where UK consumer cancellation rights apply to a service purchased online, you may have the right to cancel within 14 days of the contract being made without giving a reason.

If you ask AXIA to begin providing the service during that 14-day period, including preparatory work that forms part of the purchased service, you may be required to pay a reasonable amount for the part of the service already provided if you later cancel. If the service has been fully performed after you expressly requested that it begin during the cancellation period, the statutory right to cancel may end.

Nothing in this policy limits any statutory rights you have under applicable UK consumer law.

6. If AXIA cancels or cannot provide the service

If AXIA needs to cancel an appointment or cannot provide a service you have paid for, we will offer a suitable alternative appointment where possible. If an alternative cannot be agreed, we will provide a refund for the affected service to the original payment method.

7. Services with additional or variable charges

Where a service has additional charges, such as travel costs, the total amount payable must be confirmed before payment is completed. Please do not purchase a service where AXIA has told you that additional costs apply until the final amount has been confirmed.

8. Refund method and timing

Approved refunds are returned to the original payment method. If you paid using Klarna, the refund is processed through Klarna and Klarna will update your payment plan, balance or statement as applicable.

AXIA will submit an approved refund without undue delay and, where a statutory refund deadline applies, within that deadline. We aim to submit approved refunds within 14 days. Your bank or payment provider may take additional time to display the refund after AXIA has processed it.

9. No physical returns

AXIA sells services rather than physical goods through this website. There is therefore no physical returns process. Cancellation and refund requests are handled under this policy.

10. Complaints

If you are unhappy with a decision about a cancellation, reschedule or refund, please contact AXIA using the details above and ask for the matter to be reviewed.

11. Cancellation form

You may use the following information when notifying AXIA that you wish to cancel an online service:

Name:
Address:
Email address:
Telephone number:
Order number:
Service purchased:
Date purchased:
Appointment date, if known:
Statement: I give notice that I wish to cancel the service listed above.
Date: