Legal
Cancellation & no-show policy
Draft — not yet in effect.
This document is a working draft.
It has been written against how Basemarks actually intends to operate, but it has not yet been reviewed by counsel and it is not yet in effect. Basemarks is not taking bookings and is not collecting customer health information. This page is published so the structure is in place and can be reviewed; the final version will carry an effective date.
The specific window and fee are not set yet. They are marked below and will be filled in before booking opens. You will always see the exact terms before you pay, never after.
Why there is a policy at all
We would rather explain this than have it feel arbitrary. A scan appointment is a fixed slot on a single machine in a single room. If you do not arrive, that slot cannot be resold and it cannot be recovered — and at the price point we intend to charge, one no-show is roughly the entire margin on the appointment.
The alternative to a no-show policy is charging everybody more to cover the people who do not turn up. We would rather not do that.
Cancelling or rescheduling
You can cancel or reschedule yourself from the link in your confirmation email, up to the cancellation window before your appointment. No phone call, no explanation required.
- Cancelled within the window: full refund to your original payment method, or you can hold the credit for a future appointment — your choice.
- Rescheduled within the window: free, as many times as you need. We would much rather move you than lose you.
- Cancelled after the window, or no-show: a no-show fee applies.
If we cancel
If we have to cancel — equipment fault, weather, illness — you get a full refund, or a rescheduled appointment at your convenience, whichever you prefer. We will tell you as early as we possibly can.
If your screening changes
If something changes between booking and your appointment that makes scanning inappropriate for you — most commonly a pregnancy, or a contrast study you did not know you were going to have — tell us, and we will cancel with a full refund regardless of the window.
We will never charge a fee for a cancellation made on safety grounds. Nobody should ever have a financial reason to stay quiet about a screening answer.
Running late
Call or text us. Scan slots are short, so a significant delay may mean we cannot fit you in that day, but we will always try before we treat it as a missed appointment.
Refunds
Refunds go back to the original payment method and typically take a few business days to appear, depending on your bank.
Questions
Email hello@basemarks.health. If you think a fee was applied unfairly, say so — we will look at it properly.
Questions about this document? Email legal@basemarks.health.