KAISA HEALTH | SPECTRUM NEURO HEALTH LTD
Last updated: 11 October 2026
- Our commitment
We understand that circumstances change. Assessments require advance preparation, clinician time and reserved appointments. This policy explains how payments, cancellations, rescheduling and refunds are handled fairly and in accordance with applicable UK consumer law. - Deposits and payments
Kaisa Health does not currently offer deposit payments. Full payment of the assessment fee is required at the time of booking to secure your appointment. Payments are processed securely through Square. The total assessment fee will be clearly displayed before payment is completed. Any cancellation, rescheduling or refund request will be handled in accordance with this policy and applicable UK consumer law. - Cancellation after payment or commencement of work
Assessment preparation may begin before the appointment and can include review of submitted questionnaires or records, clinical triage and professional preparation. If you cancel after work has actually begun, Kaisa Health may deduct a fair, proportionate amount for services supplied
and other legally recoverable losses, taking account of any applicable statutory cancellation rights. We will explain any deduction. Payment alone does not mean that the entire assessment has been delivered or that all refund rights have ended. - Cancellation notice and missed appointments
Please notify us at least 72 hours before your scheduled appointment if you need to cancel or rearrange it. Where notice is shorter than 72 hours, or you do not attend without notice, we may retain some or all of the fee where the amount is fair, proportionate and lawful in the circumstances. We will consider work already performed, the reserved appointment, costs incurred and losses reasonably avoided or recovered. If you paid in full, any lawful cancellation
charge will be deducted and the balance refunded where due. We will consider exceptional circumstances on a case-by-case basis. - Rescheduling
To request a new appointment, email support@kaisahealth.co.uk as soon as possible, ideally at least 72 hours in advance. We will try to accommodate reasonable requests subject to clinician availability. We will explain any lawful rescheduling charge before it is applied. - Your cancellation rights
Where applicable, customers have a statutory 14-day cancellation period for online bookings. If you expressly request that assessment services begin during this period, charges may apply for services already supplied, in accordance with UK consumer law. If the service is fully performed within that period, cancellation rights may end only where the legal conditions are met. Your statutory rights remain unaffected - If we cancel your appointment, we will offer a suitable alternative where possible. If we cannot provide the agreed service, we will refund payments for services not provided, as required by law.
- We will not retain any fee because of a cancellation initiated by us
- Assessment fees pay for professional assessment services, not for a guaranteed ADHD or dyslexia diagnosis or particular conclusion. Disagreement with a properly reached clinical outcome does not, by itself, create an entitlement to a refund. Nothing in this policy limits your statutory rights if services are not provided with reasonable care and skill.
- Requesting a refund or cancellation
- Email support@kaisahealth.co.uk with your name, booking reference, appointment date and request. We will review the circumstances, provide an explanation of any proposed deduction and process any refund due in accordance with applicable legal deadlines, normally using the original payment method.
- Kaisa Health is a trading name of Spectrum Neuro Health Ltd.
- 24 Douglas Avenue, London, E17 5BW
- Email: support@kaisahealth.co.uk
- Nothing in this policy excludes or restricts your statutory consumer rights.