Refund and Cancellation Policy

Refund and Cancellation Policy for Diagnostic Assessments

Effective date: 01/05/2026
Last reviewed: 11/07/2026

This Refund and Cancellation Policy applies to Autism, ADHD and combined Autism and ADHD diagnostic assessment pathways booked through Jude Morrow, trading as Jude Morrow Neurodiversity Advice & Diagnostics.

The clinical assessment pathways are delivered in partnership with Autism Services Group, referred to in this policy as ASG.

This policy should be read alongside our:

• Assessment Terms and Conditions
• Privacy Policy
• Any clinical engagement terms issued separately by ASG

1. Booking deposits

A booking and reservation deposit is required to secure a place on the chosen diagnostic assessment pathway.

The current deposits are:

• ADHD diagnostic assessment: £99
• Autism diagnostic assessment: £115
• Combined Autism and ADHD diagnostic assessment: £149

The deposit is paid to Jude Morrow Neurodiversity Advice & Diagnostics and is deducted from the full assessment fee.

Payment of the deposit:

• reserves limited assessment capacity;
• removes that place from general availability;
• confirms the client’s intention to proceed;
• begins reservation, administration and onboarding;
• allows staff time and resources to be allocated;
• enables the client to be registered with the ASG assessment pathway.

2. Non-refundable status of the deposit

Once the booking has been accepted, the assessment place has been reserved and work has begun, the deposit is non-refundable and non-transferable, except where:

• a refund is required by law;
• we are unable to provide the agreed booking, reservation or onboarding service;
• the assessment pathway cannot be offered and no reasonable alternative can be provided;
• the payment was duplicated or made in clear error.

Subject to those limited exceptions, the deposit will not be refunded where the client:

• changes their mind;
• chooses another provider;
• decides not to proceed;
• no longer believes assessment is needed;
• fails to complete consent forms or questionnaires;
• does not provide required information;
• stops responding or disengages;
• fails to pay the remaining balance;
• fails to attend an appointment;
• wants to transfer the booking to another person;
• disagrees with the eventual clinical outcome;
• does not receive the diagnosis they expected;
• encounters difficulty accessing public services, medication, shared care, education support, benefits or workplace adjustments.

Nothing in this policy limits statutory consumer rights that cannot lawfully be excluded.

3. Why the deposit is retained

The deposit is not simply an advance payment held without work being undertaken.

It contributes towards:

• reserving assessment capacity;
• initial triage and suitability consideration;
• registration and administration;
• communication with the client;
• onboarding into the ASG pathway;
• issuing consent forms and questionnaires;
• initial processing of forms or information;
• planning appointments and allocating staff time;
• direct and non-recoverable costs associated with the booking.

Once the assessment place has been reserved and this work has begun, the deposit will normally be retained in full if the client cancels.

4. Statutory cancellation period

Where a booking is made online or by telephone, the customer may have a legal right to cancel within 14 days of entering the contract.

At checkout, clients will be asked to expressly request that reservation, administration and onboarding begin immediately, rather than waiting until the end of the cancellation period.

Where the client cancels after requesting that work begin, an amount reflecting the services already supplied and losses reasonably incurred may be retained. If the reservation and onboarding service has already been fully performed, the applicable statutory cancellation right may end where the customer gave the required express request and acknowledgement.

Customers in the Republic of Ireland may also have a 14-day withdrawal period for a service booked online. Where service delivery begins at their request, they may be responsible for the part of the service already supplied.

5. Remaining assessment balance

The remaining assessment balance is paid directly to Autism Services Group.

Current fees are:

ADHD diagnostic assessment

• Total assessment fee: £1,495
• Deposit paid to Jude Morrow Neurodiversity Advice & Diagnostics: £99
• Remaining balance paid to ASG: £1,396

Autism diagnostic assessment

• Total assessment fee: £1,995
• Deposit paid to Jude Morrow Neurodiversity Advice & Diagnostics: £115
• Remaining balance paid to ASG: £1,880

Combined Autism and ADHD diagnostic assessment

• Total assessment fee: £2,995
• Deposit paid to Jude Morrow Neurodiversity Advice & Diagnostics: £149
• Remaining balance paid to ASG: £2,846

Jude Morrow Neurodiversity Advice & Diagnostics cannot refund money paid directly to ASG because those funds have not been received or held by this business.

Any cancellation or refund request concerning money paid to ASG must be directed to ASG and will be considered under:

• ASG’s terms and cancellation policy;
• clinical work already completed;
• clinician time already used or committed;
• direct and non-recoverable costs.

6. Cancellation before onboarding begins

Where a client cancels before any reservation, onboarding or administrative work has begun, the request will be considered in accordance with applicable consumer law.

If a statutory refund is due, it will be returned to the original payment method.

7. Cancellation after onboarding begins

Once any of the following has occurred, the deposit will normally be retained:

• the assessment place has been reserved;
• registration has begun;
• client details have been entered into the pathway;
• consent forms or questionnaires have been issued;
• submitted information has been reviewed;
• appointments have begun to be planned;
• staff or clinician time has been allocated;
• communications or onboarding work have been completed.

The fact that the client has not yet attended a diagnostic appointment does not necessarily mean that no work has been undertaken.

8. Cancellation after clinical work begins

Once clinical work has started, any refund relating to money paid to ASG will be determined by ASG.

Clinical work may include:

• reviewing questionnaires or records;
• scoring assessment tools;
• diagnostic interviews;
• developmental interviews;
• observations;
• informant or school contact;
• multidisciplinary discussion;
• clinical formulation;
• report preparation;
• feedback or post-diagnostic work.

Any refundable amount will be calculated after deducting the value of work already completed and any direct costs incurred.

9. Rearranging an assessment appointment

At least 48 hours’ notice is required to cancel or rearrange a clinical assessment appointment.

Where sufficient notice is provided, the service will normally attempt to offer a replacement appointment, subject to availability.

Repeated rearrangement may delay the assessment and may result in the file being reviewed or closed.

10. Missed appointments and late cancellation

Failure to attend an appointment, or cancellation with less than 48 hours’ notice, may result in a £199 missed appointment fee.

This reflects clinician time that was reserved and could not reasonably be reallocated.

The fee must normally be paid before another appointment is arranged. Exceptional circumstances may be considered fairly and proportionately.

11. Failure to complete questionnaires or provide information

Clients are responsible for completing required:

• consent documentation;
• questionnaires;
• developmental information;
• school or informant forms;
• supporting records where requested.

Where the client does not supply the required information, the assessment may be delayed, paused or closed.

The deposit will not be refunded where the client prevents the pathway from progressing by failing to provide information or engage with reasonable requests.

12. Client non-engagement

The service may close a file where a client:

• repeatedly fails to respond;
• does not return required documentation;
• does not attend appointments;
• fails to pay the required balance;
• repeatedly rearranges appointments;
• otherwise prevents the assessment from progressing.

Fees relating to reserved capacity, completed work and direct costs will not normally be refunded.

13. Pausing an assessment

Where agreed, a file may be held open for up to six months.

Pausing the assessment does not create an entitlement to a refund for work already completed or capacity already reserved.

After six months, the file may be closed. Restarting may require:

• a new booking;
• a new deposit;
• payment at the price applicable at that time;
• updated consent forms and questionnaires;
• repetition of work that is no longer clinically current.

14. Where we or ASG cancel an appointment

Where an appointment is cancelled by the service or by ASG, the first option will normally be to offer another suitable appointment.

A refund will not normally be due solely because an individual appointment must be rearranged.

Where the contracted pathway can no longer be provided within a reasonable period and no suitable alternative can be offered, payments relating to services not supplied will be refunded in accordance with applicable law. A business cannot exclude its legal responsibility to provide the agreed service with reasonable care and skill.

15. Clinical suitability

The service or ASG may decide that it is inappropriate or clinically unreliable to continue with an assessment.

This may occur where:

• another health or mental-health issue requires more urgent attention;
• insufficient evidence is available;
• the requested pathway is not clinically appropriate;
• the person’s needs cannot safely be met;
• a different professional assessment should take priority.

Where this decision is made before substantive work begins, an appropriate refund will be considered.

Where reservation, onboarding, triage or clinical work has already been completed, a fair deduction may be made for that work.

16. Diagnostic outcome

Payment is for the professional assessment process, not for a guaranteed diagnosis.

No refund will be issued solely because:

• Autism is not diagnosed;
• ADHD is not diagnosed;
• only one condition is diagnosed during a combined assessment;
• the clinical outcome differs from the client’s expectations;
• another explanation is considered more appropriate;
• further assessment is recommended;
• the client or family disagrees with the clinical conclusion.

A client may raise a complaint about the process, but disagreement with an appropriately reached outcome does not itself create a right to a refund.

17. NHS, HSE and other public services

Private and public services operate under different pathways and criteria.

No refund will be issued solely because:

• an NHS Trust does not accept or act upon the report;
• the HSE does not accept or act upon the report;
• a GP requests further information;
• a public service requires its own assessment;
• the client remains on a public waiting list;
• a school or public body declines particular support;
• funding or services are not granted.

A private assessment does not guarantee access to NHS, HSE, education or other public services.

18. ADHD medication and shared care

Medication, titration and psychiatry are not included in the diagnostic assessment fee unless expressly stated otherwise.

No refund will be issued because:

• medication is not clinically recommended;
• a prescriber does not accept a referral;
• a GP does not agree to shared care;
• an NHS or HSE service does not provide prescribing;
• further private fees are required;
• a particular medication is unsuitable or unavailable.

Medication and shared-care decisions are made separately from the diagnostic assessment.

19. School, workplace and benefit outcomes

A diagnosis, report or support letter cannot guarantee:

• school provision;
• an Education Authority decision;
• classroom assistance;
• a particular placement;
• workplace adjustments;
• continued employment;
• PIP, DLA or another benefit;
• funding or service access.

No refund will be issued solely because a third party does not grant the outcome the client hoped for.

20. Delays

The usual estimated turnaround time is approximately 10–12 weeks, subject to:

• prompt return of all forms;
• informant and school responses;
• appointment availability;
• clinical complexity;
• clinician illness or absence;
• additional information being required;
• technology or premises issues;
• circumstances outside reasonable control.

The timeframe is an estimate rather than a guarantee.

A reasonable delay does not automatically create a right to a refund where the assessment can still be completed.

21. Abusive or threatening behaviour

Abusive, discriminatory, aggressive, harassing or threatening behaviour towards staff or clinicians will not be accepted.

Serious or repeated misconduct may result in the assessment pathway being suspended or ended.

Any refund will be considered after accounting for:

• work already completed;
• capacity reserved;
• clinician time committed;
• direct costs incurred.

No amount beyond what is fair and legally permissible will be retained.

22. Duplicate or accidental payments

Duplicate or clearly accidental overpayments will be refunded once verified.

Approved refunds will normally be returned using the original payment method.

Payment-provider processing times are outside our direct control.

23. How to request cancellation

To request cancellation, email:

jude@judemorrow.co

Include:

• your full name;
• the name of the person being assessed;
• the assessment pathway selected;
• the date of booking;
• the payment or order reference;
• the reason for cancellation, where you wish to provide one.

A reason is not required where the customer is exercising a statutory cancellation right.

Where a refund is legally due, it will be processed without undue delay and within the required legal timeframe, normally no later than 14 days after the cancellation is accepted.

24. Advice appointments and other services

This policy applies specifically to diagnostic assessment booking deposits and assessment pathways.

Advice appointments, training, speaking engagements and other services may have separate cancellation arrangements displayed at the point of booking.

25. Statutory rights

Nothing in this policy removes or restricts any consumer right that cannot lawfully be excluded.

Contract terms must be fair, transparent and written in plain language. A term that permits a business to retain an excessive amount, regardless of the service supplied or loss incurred, may not be enforceable.

26. Governing law

This policy is governed by the law of Northern Ireland.

This does not remove any mandatory consumer protection available to a customer living elsewhere, including where applicable to clients in Great Britain or the Republic of Ireland.

27. Contact details

Jude Morrow
Trading as Jude Morrow Neurodiversity Advice & Diagnostics

Email: jude@judemorrow.co
Website: www.judemorrow.co