1. Introduction
This policy exists so booking a WardWise service is clear before you commit.
The WardWise provides educational and organisational healthcare clarity support for patients, families and carers preparing for healthcare conversations. Because this work often happens around appointments, decisions, results, discharge planning and changing family circumstances, booking arrangements need to be clear.
This Booking & Cancellation Policy explains how bookings, payments, rescheduling, cancellations, missed appointments, refunds and Healthcare Journey Package arrangements are handled.
Important: The WardWise is educational and organisational. It does not provide diagnosis, treatment, prescribing, emergency advice, legal advice, nursing care or regulated advocacy.
2. Why this document exists
The purpose of this policy is not to make booking feel rigid or intimidating. It is to explain how appointments work before someone books, so there is less uncertainty later.
WardWise believes people should understand what they are booking, what is included, what happens if plans change, and what to do if a healthcare situation shifts unexpectedly.
3. Guiding principles
This policy is shaped by the same principles that guide the wider WardWise Trust Suite.
You should understand booking, payment, cancellation and refund terms before booking a service.
Your time matters, and so does the time reserved for your WardWise session.
Healthcare situations can change quickly. Reasonable requests will be considered thoughtfully.
WardWise support is scheduled support. It is not emergency, unlimited or clinical crisis support.
It should be clear what is included, what is not included, and how the service is delivered.
Booking processes may be reviewed as WardWise develops and learns from real client journeys.
4. Services covered by this policy
This policy applies to WardWise services and products including:
- Focused Clarity Calls
- Private Clarity Sessions
- Healthcare Journey Package support
- written summaries or preparation work connected to a booked session
- digital products, where relevant
- future paid WardWise services unless separate terms are provided
5. Booking a WardWise service
WardWise bookings are usually made through Calendly or another booking system. The booking page will normally show the service name, duration, price, available times and any intake questions that need to be completed before the appointment.
A booking is usually confirmed when you complete the booking process, provide the required details, make the required payment, and receive a booking confirmation.
You are responsible for entering the correct name, email address and any relevant booking details. Please check your confirmation email carefully.
6. Payment
Payment is normally required at the time of booking unless otherwise agreed in writing. Prices are shown on the relevant website, booking page, product page or invoice at the time of booking or purchase.
Payments may be processed through third-party providers such as Stripe, PayPal, Payhip or similar services. The WardWise does not normally store full payment card details.
If a payment fails, the booking or purchase may not be confirmed until payment is completed.
7. Confirmation emails and reminders
After booking, you should receive a confirmation email containing appointment details, time, date, meeting link or location, and any relevant instructions.
You may also receive reminder emails before the session. These reminders are helpful, but responsibility for attending remains with the person who booked.
If you do not receive a confirmation or meeting link, please contact WardWise as soon as possible.
8. Rescheduling by the client
If you need to reschedule, please do so as early as possible. The preferred notice period is at least 48 hours before the scheduled session.
Rescheduling is normally possible without charge, subject to availability.
WardWise will try to reschedule where possible, but this may depend on availability and the circumstances.
The session may be treated as used, unless exceptional circumstances apply.
If you do not attend and do not contact WardWise, the session may be treated as used.
9. Late arrival
If you arrive late for a session, the session will usually still finish at the scheduled end time, unless WardWise agrees otherwise.
This is because time may have been reserved for other clients, preparation, written summaries or follow-up work. If lateness is caused by a genuine emergency or technical problem, please contact WardWise as soon as possible.
10. Missed appointments
If you miss a session without contacting WardWise, the appointment may be treated as used and may not be refundable.
This is not intended as a punishment. It reflects the fact that time has been reserved, preparation may already have taken place, and the appointment could not be offered to someone else at short notice.
11. Cancellation by the client
If you wish to cancel a one-off session, please contact WardWise as early as possible. Whether a refund is available will depend on the notice given, the type of service booked, whether preparation has already begun, and whether the booking can reasonably be reallocated.
Where more than 48 hours' notice is given for a one-off session, WardWise will normally offer a reschedule or consider a refund, subject to any payment-provider fees and the circumstances.
Where less than 48 hours' notice is given, the session may not be refundable, particularly if time has been reserved and preparation has already taken place.
12. Cancellation by The WardWise
If WardWise needs to cancel or rearrange a session because of illness, emergency, technical failure, unavoidable circumstances or other significant reason, you will be contacted as soon as possible.
Where WardWise cancels and cannot provide the agreed service within a reasonable timeframe, a refund or alternative arrangement will be offered where appropriate.
13. Exceptional circumstances
WardWise recognises that healthcare journeys can be unpredictable. Serious illness, hospital admission, bereavement, family crisis, sudden deterioration, urgent appointments or major changes may affect your ability to attend or continue as planned.
Exceptional circumstances will be considered fairly and humanely. Please contact WardWise as soon as possible if something significant happens.
Fairness works both ways: WardWise will try to be reasonable, while also protecting time that has been specifically reserved for your support.
14. Healthcare Journey Package
The Healthcare Journey Package is designed for situations where understanding develops over time rather than during one conversation.
It provides structured continuity across three months, including six scheduled private WardWise sessions, preparation before important appointments, debrief after significant updates, written summaries, a healthcare timeline, a running question log and relevant email support connected to the journey.
Your first booking confirms the initial 90-minute session and begins the three-month programme. The remaining sessions are arranged together during the programme around your healthcare journey and practical availability.
15. Healthcare Journey Package scheduling
The six sessions are not always scheduled at equal intervals. Some healthcare journeys need more support before and after major appointments; others may need time between sessions while letters, results or decisions emerge.
WardWise will work with you to schedule the remaining sessions in a way that provides the greatest value across the three-month period.
The package is structured support. It is not unlimited access, emergency availability, clinical case management, regulated advocacy or ongoing open-ended support.
16. If your healthcare situation changes
Healthcare journeys are unpredictable. If your circumstances change significantly during the package, WardWise will discuss with you whether remaining sessions should be rearranged to provide the greatest value.
This may include moving a preparation session closer to an appointment, using a session for debrief after new information arrives, or adjusting the rhythm of the remaining sessions.
Significant changes do not automatically extend the package beyond three months or add additional sessions unless agreed separately.
17. Healthcare Journey Package cancellations and refunds
Because the Healthcare Journey Package reserves capacity over a three-month period, cancellations are handled differently from one-off sessions.
If you cancel before the first session and before any preparation work has begun, WardWise will consider a refund, subject to payment-provider fees and any administrative work already completed.
Once the programme has begun, full refunds are not normally available because time, capacity and preparation have been reserved. If circumstances change significantly, WardWise will review the situation fairly and discuss the most appropriate next step.
18. Email support between sessions
Where email support is included in a package, it is intended for brief questions, updates, clarification and continuity connected to the healthcare journey.
Email support is not emergency support, unlimited document review, clinical advice, crisis support, regulated advocacy or a replacement for healthcare professionals.
If an email requires substantial review, a scheduled session may be the most appropriate place to address it.
19. Digital products
Digital products may include downloadable tools, records, checklists, clarity packs, bundles or guides. Because digital products may be available immediately after purchase, refunds may be limited once a product has been accessed or downloaded.
This does not affect your statutory rights where a digital product is faulty, misdescribed or not provided as promised.
If there is a technical issue with access or download, please contact WardWise so the issue can be reviewed.
20. Technical problems
If you experience a technical issue joining an online session, please contact WardWise as soon as possible. If the issue is brief and can be resolved, the session may continue.
If a technical failure prevents the session from taking place, WardWise will review the circumstances and may offer a reschedule where appropriate.
21. Refund method and processing time
Where a refund is agreed, it will usually be processed through the original payment method where possible. Refund processing times may depend on the payment provider and bank.
Payment-provider fees may not always be refundable.
22. Statutory rights
Nothing in this policy affects statutory rights that cannot legally be excluded or limited.
If you are buying as a consumer, you may have rights under UK consumer law. The details may depend on whether you purchased a service, digital product, package, or other form of support.
23. How to request a change, cancellation or refund
If you need to reschedule, cancel or ask about a refund, contact WardWise as soon as possible using the contact details below.
Please include your name, booking email address, service booked, appointment date, and a brief explanation of what you need.
24. Relationship with other WardWise policies
This Booking & Cancellation Policy should be read alongside the Privacy Policy, Terms & Conditions, Terms of Use, Cookie Policy and Disclaimer. Together, these pages form the WardWise Trust Suite.
25. Feedback and continuous improvement
The WardWise is intended to be a living publication and service. If booking information, cancellation wording, refund terms or package explanations could be clearer, please let us know.
Constructive feedback helps improve the booking experience for future clients.
26. Document information
Version: Booking & Cancellation Policy v1.0
- Published: July 2026
- Last reviewed: July 2026
- Next scheduled review: July 2027, or sooner if WardWise services, prices, booking systems, payment providers, package structure, digital product delivery or legal requirements change significantly.
27. Our commitment
If this Booking & Cancellation Policy ever becomes difficult to understand, then it has failed its purpose.
WardWise believes people should understand how appointments work before they book them.
If anything in this document is unclear, please ask before booking a WardWise service.
28. Contact
For booking, cancellation, rescheduling or refund questions, contact:
Email: hello@thewardwise.co.uk
Website: thewardwise.co.uk