Clinical Treatment and Refund Policy.

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At Same Day Podiatry, we are committed to providing high-quality clinical care and transparent information regarding what patients can expect from all treatments and products. The policies below are designed to protect both patients and the clinic by ensuring absolute clarity around fees, refunds, cancellations, and expected treatment outcomes.

By attending an appointment and/or purchasing any treatment or service, you acknowledge that you have read, understood, and agreed to the following terms.

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1. Routine Foot Care (Corns, Callus, Ingrown Nails Managed Conservatively, General Treatments)

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1.1 — No Guarantee of Outcome

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Routine foot care aims to reduce symptoms, but no medical treatment can guarantee elimination of pain or complete resolution of the presenting condition.
By agreeing to treatment, you understand that:

• Relief levels vary between individuals.

• Symptoms may persist despite successful removal/debridement.

• Some conditions may temporarily worsen following treatment.

• Conservative care does not always provide long-term resolution.

Therefore, refunds or free repeat treatments will not be offered in cases where the treatment has been correctly and successfully performed but symptoms do not resolve.

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1.2 — Recurrence of Corns, Callus & Verrucae

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Corns, callus and verrucae are caused by ongoing pressure, friction, biomechanical factors, or viral infection. They commonly recur, even after appropriate treatment.

Accordingly:

• No free follow-up appointment will be provided if the lesion returns.

• Full appointment charges apply for all subsequent treatments.

• Verrucae may require multiple sessions, may resist treatment, or may return at any point. No outcome can be guaranteed.

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1.3 — Failure to Treat

If during your appointment your podiatrist determines that a lesion cannot safely or effectively be treated, or treatment is not clinically appropriate:

• You will be informed immediately.

• No charge will be made unless other routine foot care has already been performed.

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2. Bespoke Orthotics (Custom-Made Medical Devices)

Bespoke orthotics are custom-manufactured medical devices, created specifically for each individual patient based on their foot shape, clinical presentation and biomechanical assessment. They cannot be reused, resold, or repurposed.

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2.1 — Payment Terms

• All orthotic orders must be paid in full upfront.

• No deposits or partial payments are accepted.

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2.2 — 24-Hour Cooling-Off Period

Patients have a 24-hour cooling-off period from the time of payment to cancel their order before manufacturing begins.
If cancelled within 24 hours:

• A £45 charge applies to cover the impression box or other materials used to capture your foot shape, as these are single-use items that cannot be reused for any other patient.

• If payment was made using Klarna, an additional £50 administration fee will be charged to cover:

  • Administrative time involved in liaising with Klarna to reverse the transaction.

  • Non-refundable Klarna fees charged to the clinic, which we cannot absorb.

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2.3 — No Refunds After 24 Hours

After 24 hours, the orthotic manufacturing process either begins or materials have already been allocated.
Therefore, no refunds are permitted after the first 24 hours under any circumstances.

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2.4 — Why the 14-Day Cooling Off Period Does NOT Apply To Custom Orthotics

Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day cooling-off period does not apply to:

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Part 3, Section 28(1)(b) – “the supply of goods that are made to the consumer’s specifications or are clearly personalised.”

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Bespoke orthotics are a custom-made medical device, manufactured uniquely for your feet. As such, you are not legally entitled to cancel once production has begun, and no refunds are legally required or available.

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2.5 — What Is Not Covered for Refund or Replacement

No refunds, replacements or financial compensation are provided in the following situations:

• Orthotics do not improve symptoms — this is a known clinical risk.

• Symptoms worsen — orthotic therapy can temporarily or permanently increase discomfort for some individuals.

• Orthotics do not fit into certain footwear — it is the patient’s responsibility to bring appropriate shoes to the assessment.

• Orthotics squeak or make noise — this is a common occurrence with medical-grade devices and is not considered a fault.

• Patient decides they are uncomfortable, too hard, too soft, or not what they expected.

• Cosmetic dissatisfaction, as these devices are designed for function, not aesthetics.

• Changes in medical condition after the order has been placed.

• Patient non-compliance, such as not following the recommended wearing-in schedule.

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2.6 — Manufacturing Delays

Orthotics take 4–6 weeks to manufacture. The only circumstance in which a refund may be considered is:

• If the device is delayed 30 days beyond the agreed completion date (either 4 weeks of from the date of any agreed supply appointment) AND the delay is solely the manufacturer’s fault. Some delays may be expected for manufacturing turn around times in the event of busy periods, material shortages or unforeseen circumstances out of the control of Same Day Podiatry Ltd. Orthotics will not be refunded if an appointment date time or location has to be changed as a result of this, unless the delay is more than 30 days.

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Manufacturers faults does NOT include:

• Scheduling delays caused by patient availability

• Failure to attend fitting appointments

• Delays due to missing patient information

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2.7 - Amendments or Replacements Guarantee

•  Patients are given a 12 week adjustment period, during which time Same Day Podiatry will offer review appointments, up to two amendments and one replacement of the orthotics free of charge in the event patients are experiencing problems with their insoles. The choice of weather the orthotics need to be amended or replaced will be purely down to the discretion of the clinician based on which option would be the most time and cost efficient and in the best interest of the patient. Orthotics will only be replaced if there is no other suitable option.

• Outside of the 12 week adjustment period, any review appointments, amendments or replacements will be charged at full cost unless decided otherwise at the discretion of the clinician.

• Review appointments, amendments and replacements will not be offered within the first 6 weeks of use, as patients need to allow time for the orthotics to work. The only exception to this is if the orthotics do not fit, in which case a free amendment appointment will be offered. 

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3. Nail Surgery

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3.1 — Payment Terms

• Full payment is required upfront at the time of booking.

• This covers consumables, clinical preparation, sterilisation equipment, and reserved surgical time.

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3.2 — Cancellations

• Cancelling within 48 hours of the surgery date: 50% refund.

• Cancelling within 24 hours of surgery date: no refund (due to non-recoverable costs and allocated surgical time).

• Cancelling within 24 hours of the surgery date if the appointment was also booked within 24 hours - 1 hour cooling off period allowed. After this time there will be no refund allowed.

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3.3 — Postoperative Complications

• If complications occur within the first 2 weeks, such as infection, excessive debris, or dressing issues within the first 3 days, a free review appointment will be offered.

• After 2 weeks, any complications (e.g., infection) may be influenced by patient factors such as activity levels or incorrect dressing technique, and therefore standard consultation fees apply.

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3.4 — Nail Regrowth

• If rapid regrowth occurs before the wound has healed, corrective treatment (surgical or conservative) will be provided free of charge.

• Nail regrowth after 8 weeks is a known clinical risk affecting approximately 4% of patients.
  No refunds or free re-surgery will be provided in this scenario.

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 3.5 Fungal Nail Treatment 

Treatment results are not guaranteed. Free repeat procedures or refunds will not be given if any treatment fails. Patients will be required to pay for another procedure if they wish to have it repeated.

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3.6 — When a Refund May Be Considered

Only in the rare event of a clear clinical error, such as inadequate anaesthesia prior to surgery.

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4. Verruca Treatment

• No treatment can guarantee complete verruca resolution.

• Verrucae may persist, spread, shrink, respond partially, or not respond at all.

• No refunds will be issued if the verruca does not resolve.

• No free repeat treatments will be provided unless a clear clinical error occurred and was identified by the podiatrist at the time of treatment.

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5. General Terms Applicable to All Treatments

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5.1 — Attendance & Late Arrivals

• If you arrive late, your appointment may need to be shortened or rescheduled.

• Missed appointments or late cancellations may be charged at full price.

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5.2 — Clinical Judgment

Your podiatrist may refuse or stop treatment if:

• It is considered unsafe;

• It is not clinically appropriate;

• You withhold relevant medical information;

• You are not following post-treatment instructions.

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5.3 — Non-Refundable Clinical Time

Fees cover professional time, clinical expertise, equipment usage, disposable materials and sterilisation.
Once these resources have been used, they cannot be refunded, regardless of the treatment outcome.