Cancellation

Cancellation and Refund Policy.

Last updated: October 2026.

This policy explains the cancellation, rescheduling and refund arrangements for private diagnostic imaging services provided by Parallel Imaging Solutions Limited.

We understand that plans can change. Please give us as much notice as possible if you are unable to attend, as MRI appointments require dedicated scanner time, clinical staffing, and reporting capacity.

1. Cancelling or rescheduling an appointment

If you need to cancel or rearrange your appointment, please contact us as soon as possible.

You can contact us at:

Email: admin@parallelimaging.co.uk
Telephone: +44 (0)7*************

Notice is measured from the scheduled start time of your appointment.

2. Cancellation charges

Unless otherwise agreed, the following charges may apply.

More than 48 hours' notice

No cancellation charge

Where payment has already been made, the relevant amount will normally be refunded in full or transferred to a rearranged appointment.

Between 24 and 48 hours' notice

50% of the booked examination fee may be charged

Any remaining balance already paid will normally be refunded or, where agreed, transferred to a rearranged appointment.

Less than 24 hours' notice

Up to 100% of the booked examination fee may be charged

Where full payment has already been made, some or all of the payment may be retained in accordance with this policy.

3. Failure to attend

If a patient does not attend their appointment and has not contacted us in advance, this will normally be treated as a non-attendance.

A 100% charge may apply.

If a patient wishes to arrange another appointment after a non-attendance, PIS may require full payment in advance before confirming a new appointment.

4. Late arrival

Patients should arrive at the time stated in their appointment information.

If you arrive late, we will make reasonable efforts to complete the examination where this can be done safely and without significantly affecting other patients.

However, MRI appointments are scheduled for specific examination times and late arrival may mean that the scan cannot be completed.

Where an examination cannot proceed because of late arrival, this may be treated in the same way as a late cancellation and a charge may apply.

5. MRI safety issues

MRI safety is a priority.

Patients are responsible for providing accurate information about relevant medical history, implants, devices, previous surgery and other MRI safety information when requested.

If an appointment cannot proceed because the patient did not disclose important safety information before attending, a cancellation charge may apply.

However, where previously unknown information is identified, and the examination cannot safely proceed despite the patient having provided information accurately and in good faith, PIS will consider the circumstances individually.

6. Clinical cancellation

An MRI examination may occasionally be cancelled because, following review, it is considered inappropriate, unsafe or outside the scope of the service.

Where PIS cancels an examination for clinical reasons that are not the patient's fault, the patient will not normally be charged for the cancelled examination, and any applicable payment already made will be refunded.

This may include situations where:

• the examination is not clinically appropriate;
• MRI cannot be performed safely;
• an implant or device requires further investigation;
• the referral needs additional clinical information;
• another investigation may be more appropriate; or
• the requested examination is outside the scope of the service.
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7. Cancellation by PIS

Occasionally, an appointment may need to be cancelled or rearranged because of circumstances outside the patient's control.

These may include:

• scanner failure;
• equipment or software faults;
• staffing problems;
• clinical emergencies;
• site access problems;
• power or network failures;
• severe weather;
• transport disruption;
• safety concerns; or
• other circumstances outside our reasonable control.

Where PIS cancels an appointment, we will normally offer an alternative appointment.

If a suitable alternative cannot be arranged, any payment made for the affected examination will normally be refunded.

PIS will not charge a patient a cancellation fee where the appointment is cancelled by PIS.

8. Refunds

Where a refund is due, we will normally return payment using the original payment method where possible.

The time taken for the refund to appear may depend on the bank or payment provider.

Where only part of the examination fee is retained under this policy, the remaining balance will normally be refunded.

9. Priority MRI bookings

Where a patient has selected a Priority MRI service, cancellation charges may be calculated against the full Priority package price.

Priority fees reflect reserved appointment capacity and expedited reporting arrangements.

If a Priority appointment is changed with sufficient notice, we may allow the booking to be transferred to another suitable appointment at our discretion.

10. Extended or complex examinations

For Clarity Extended, Priority Extended or other examinations involving multiple regions, extended scanner time or more complex arrangements, the cancellation charge may reflect the amount of scanner and clinical time reserved.

Where a bespoke examination has been quoted, any applicable cancellation charge will be based on the agreed examination fee.

11. Discretion and exceptional circumstances

PIS recognises that unexpected circumstances can arise.

We reserve the right, acting reasonably and at our discretion, to waive, reduce or enforce cancellation, rescheduling or non-attendance charges depending on the individual circumstances.

Factors we may take into account include:

• illness;
• bereavement;
• medical emergencies;
• transport disruption;
• severe weather;
• exceptional personal circumstances;
• previous appointment history;
• the amount of notice provided;
• whether the appointment could reasonably be reallocated; and
• whether PIS has incurred unavoidable costs as a result of the cancellation.

Any decision to waive or reduce a charge will be considered on a case-by-case basis.

A decision to waive or reduce a charge on one occasion does not create an entitlement for the same discretion to be applied to future appointments.

If you repeatedly cancel late or do not attend, PIS reserves the right to require full payment in advance before arranging any further appointment.

12. Statutory consumer rights

Nothing in this policy removes or restricts any statutory rights that cannot lawfully be excluded.

Where a service has been arranged remotely, including online or by telephone, additional statutory cancellation rights may apply depending on the circumstances.

Where a patient asks PIS to begin providing the service during any applicable statutory cancellation period, including by arranging or carrying out the examination, the patient may be asked to expressly request early performance.

Where permitted by law, PIS may charge for services already supplied before cancellation.

13. Referrer-funded appointments

Where an examination is being paid for by the referring healthcare professional, clinic or another third party, the same cancellation principles may apply.

Responsibility for the charge will depend on the agreed commercial arrangement between PIS and the paying organisation.

Patients should not assume that a cancellation charge will automatically be payable by their referrer.

14. Questions or disputes about a charge

If you believe a cancellation or non-attendance charge has been applied incorrectly, please contact us.

We will review the circumstances and explain the basis of the charge.

Please provide any relevant information that may help us consider the matter.

Email: admin@parallelimaging.co.uk
Telephone: +44 (0)7**********

15. Changes to this policy

We may update this Cancellation and Refund Policy from time to time.

The version applicable to an appointment will normally be the version in force when the booking was confirmed, unless a change is required by law or otherwise agreed.

Parallel Imaging Solutions Limited
36 Bodelwyddan Avenue
Old Colwyn
Colwyn Bay
LL29 9NP
United Kingdom

Company number: 13579212
Email: admin@parallelimaging.co.uk
Telephone: +44 (0)7***********
Website: www.parallelimaging.co.uk