Cancellation & Refund Policy

This page explains how deposits, changes, cancellations and refunds work at Numi Scan Gateshead, in plain English. It sits alongside our Terms and Conditions, which are the binding terms of your booking.

• A £30 deposit secures your appointment (£50 for the NIPT Test, the Early Gender Blood Test and the Watch Me Grow package). It comes off your total on the day.
• Booking deposits are non-refundable if you choose to cancel.
• Give us at least 24 hours' notice to move an appointment and your deposit moves with it.
• Less than 24 hours, or not turning up at all, and the deposit is forfeited.
• If we cancel and cannot provide your scan, anything you have paid for a service we did not provide is refunded.

What it is. A deposit reserves a specific appointment time for you and forms part of the total price of your scan. It is deducted from your balance on the day.

How much. A £30 deposit is required for most appointments. The NIPT Test, the Early Gender Blood Test and the Watch Me Grow package require a £50 deposit.

Why it is non-refundable on cancellation. The deposit is taken to secure your appointment and contributes towards the costs and commitments involved in accepting, administering and reserving your booking. Once that time is held for you, it is not available to anyone else.

Paying the balance. The remaining balance is payable on the day of your appointment. We accept debit and credit cards. Please make sure the card details we hold are valid and up to date.

If you need to change the date or time, contact us as early as you can. The 24-hour notice period is about rescheduling, not about whether your deposit is refundable.

• At least 24 hours' notice: your deposit transfers to the rescheduled appointment.
• Less than 24 hours' notice: the booking may be treated as a late cancellation. The deposit is forfeited and a new deposit may be required to book again.
• Complimentary loyalty scans must also be moved with at least 24 hours' notice. Missing one, or cancelling late, means the free scan is forfeited with no rebooking or replacement.

Call us on 0191 422 9570. If you reach us out of hours, leave a message or email info@gatesheadnumiscan.co.uk and the time of your message is what counts.

If you choose to cancel, your booking deposit is not refunded. This is subject to your statutory rights, which are set out at the bottom of this page.

Anything you have paid above the deposit is dealt with under this policy and your statutory rights. Contact us and we will confirm the position for your booking.

If you do not attend your appointment and have not contacted us beforehand, this is treated as a no-show.

The appointment time was reserved specifically for you and may no longer have been available to another family, so payments may be retained to cover the resulting loss to the clinic. You may need to make a new booking and payment to attend on another date.

Arriving late. Please arrive 5 to 10 minutes before your appointment time. If you arrive more than 5 minutes late we may need to shorten, reschedule or cancel your appointment. Where it cannot reasonably be completed because of a late arrival, the cancellation and rescheduling terms above apply. If you are running late, call us. We will do what we can.

Occasionally we may need to change, postpone or cancel an appointment. Reasons include:

• Sonographer illness or unexpected absence
• Equipment failure
• Power or internet disruption
• Severe weather
• Clinical emergencies
• Building or premises issues
• Changes in regulatory requirements
• Other circumstances outside our reasonable control

We will contact you as soon as reasonably possible and normally offer you the opportunity to reschedule. Where we cancel and are unable to provide the service, any payment you have made for a service that has not been provided is refunded where appropriate.

We also make reasonable efforts to run to schedule on the day. Occasionally another family needs additional clinical attention and appointments run late. We will keep you informed and minimise any disruption.

Ultrasound depends on factors that are outside anyone's control on the day, including your baby's position and movement, gestational age, placental position, amniotic fluid and maternal tissue.

Early pregnancy. Dating from a last menstrual period is not always accurate, so even at 6 weeks or more it can be too early to confirm viability. The sonographer will explain the findings and advise on next steps, which may include a repeat examination or assessment by an appropriate NHS service.

Gender. If the sonographer cannot confidently determine your baby's sex because of position, our rescan policy applies.

3D and 4D images. We cannot guarantee clear images of your baby's face. Not getting them does not mean the wellbeing assessment was unsuccessful or that the service was not provided.

Rescan offer. Where we are unable to obtain a gender determination or suitable 4D images, depending on the scan booked, one complimentary rescan is offered, subject to the rescan terms and appointment availability. A rescan is a further opportunity, not a guarantee of a better position.

Once a scan has taken place, refunds are not guaranteed, including where the scan was inconclusive or limited. Any goodwill refund or repeat scan is at the discretion of the clinic.

We are very sorry if this applies to you. Please contact us rather than simply cancelling online, and we will handle it personally and privately.

A pregnancy loss or a change in outcome is outside our control and does not create an automatic entitlement to a refund, but it is exactly the situation where we look at things case by case. Any goodwill refund, transfer or rebooking is at the discretion of the clinic, and we would always rather you spoke to us than assumed the answer.

If you are worried about bleeding, pain, cramping or reduced movements, please contact your midwife, GP, NHS 111 or your local Early Pregnancy Unit. If it feels urgent, seek medical help straight away.

Multi-scan packages, complimentary services, loyalty rewards and promotional bookings carry their own conditions, which are set out in full in our Terms and Conditions.

• Package scans must be used within 9 months of purchase and during the same pregnancy.
• A package is personal to you and is non-transferable, including to another person or another pregnancy.
• A package, or unused scans within it, cannot be exchanged for cash or credited towards another service, except where required by law.
• Free scans in a package cannot be combined with our Buy 3 Scans, Get 1 Free offer. Only one free scan applies per pregnancy.
• Loyalty scans are a gesture of goodwill, are bookable Monday to Friday subject to availability, and are forfeited if missed or cancelled late.

Contact the clinic by phone or email and tell us:

• Your name and the date and time of the appointment
• What you are asking for and why
• The card or payment method you used

Refunds we agree are made to the original payment method within 14 days of us confirming them. We will tell you if anything is likely to take longer.

If you are unhappy with our decision, please see our Complaints Policy. Raising a complaint does not affect any statutory rights you have.

Nothing in this policy removes or limits rights that cannot lawfully be excluded.

Under the Consumer Rights Act 2015, services must be provided with reasonable care and skill, and you may have legal rights if they are not. Depending on how you made your booking, you may also have cancellation rights under consumer protection legislation.

If you think something has gone wrong, tell us. We would always rather put it right than have you rely on your rights to get there.