Help and FAQs

SQEDULE is a UK healthcare marketplace that makes private healthcare easier to find and book. You can search for providers and services by what you need, where you are, when you are free and other preferences.

No. Search for a service, or describe what you're looking for in your own words. SQEDULE shows healthcare options that may be relevant, but search results are not a diagnosis or clinical recommendation.

In the order you choose: the earliest appointment or the nearest clinic. Equal results are ordered by how many of the concerns you searched for a service lists, then by time. A provider's professional title, plan or payment never changes the order, and there are no sponsored results. See how results are ordered.

Yes. Providers must complete SQEDULE's verification process before they can accept bookings. The checks depend on the provider, their profession and the services they offer. Read how we verify providers.

No. Your healthcare provider assesses your circumstances and decides whether a treatment or service is clinically appropriate.

The healthcare professional or organisation shown on your booking. SQEDULE provides the technology that helps you find and book the service.

Yes. Booking an appointment does not guarantee that a treatment, prescription or procedure will be clinically appropriate. After a consultation or assessment, your provider may recommend something else or decide not to go ahead.

Search for what you need, choose a time and select View and book. Booking has three steps: choose an appointment, your details, then review and confirm. You need a SQEDULE account with a confirmed email address.

You can have up to 5 upcoming bookings at a time, and up to 3 at any one clinic.

No. Each booking asks you to confirm that you are an adult booking for yourself. The person who needs the appointment should book it with their own SQEDULE account.

After you submit a booking, SQEDULE checks the time with the clinic's diary. Your appointment is confirmed only once the clinic's diary accepts it and any payment due now has been taken, which usually takes a few minutes. You can follow its progress in My appointments.

If the booking cannot be confirmed, any hold on your card is released.

We email you when it is confirmed, with your booking reference and the clinic's contact details, and send one reminder before the appointment, at the time the clinic chose (usually two days before, with any preparation notes). If you book closer to the appointment than that, there is no reminder. You can turn reminders off in your profile. Confirmed appointments are listed in your My appointments.

Each appointment in My appointments shows its booking reference, which starts SQ-. A booking request that is still being checked has a request reference on its own page. Quote the reference when you contact the clinic or SQEDULE.

Yes. In My appointments, create a private calendar subscription link and add it to your calendar app. It shows the clinic, service and time of each appointment. Creating a new link stops the old one working, and you can revoke the link at any time.

Only the clinic doing the visit receives it. It is kept until 30 days after the visit, then removed. To change the address for a booking, contact the clinic. You can delete a saved address in My profile.

Open the booking in My appointments to see the options for that appointment. Each provider has its own cancellation policy, shown before you confirm your booking.

Open the appointment in My appointments and choose Review cancellation. The review shows the clinic's cancellation policy, the cut-off time, any cancellation fee and the refund you would get. Choose Confirm cancellation to go ahead, or Keep appointment. The review expires after a few minutes.

After the clinic's cancellation cut-off you can still cancel online, but a refund is not automatic. Choose Review cancellation: the clinic then has 48 hours to decide whether to refund any of what you paid, and we email you its decision. If it does not decide in time, SQEDULE support follows it up; nothing is refused because of the delay.

For some clinics online cancellation is not available. The appointment page then shows the clinic's contact details: contact the clinic directly.

If the clinic does not record what happened, SQEDULE treats the appointment as completed the day after it and emails you. You then have 7 days to tell us if it did not take place or something was not right: open the appointment in My appointments and choose Raise an issue. SQEDULE support looks into it with the clinic and replies by email.

After the 7 days, or for anything else, contact SQEDULE support.

Often, yes. Choose Change time on the appointment in My appointments. Before the cancellation cut-off you can move an appointment up to twice, to another time for the same service at the same clinic. What you paid carries to the new time and your cancellation terms stay the same. If the new time has a different price, you pay the difference at the clinic, or the extra you paid is refunded. Your original time stays booked until the new one is confirmed.

After the cut-off you can ask the clinic to move it instead. The clinic answers within 24 hours, or before your appointment if that is sooner, and decides whether what you paid carries over or its cancellation terms apply. The new time is not held while you wait. If the clinic does not answer, your appointment and its terms stay as they were.

If Change time is not offered, contact the clinic.

We email you. Anything you paid through SQEDULE for the appointment is refunded in full to the card you used, whatever the cancellation policy.

The clinic proposes the change (another time, practitioner or place) and we email you. Nothing changes unless you accept it on the appointment page, and your price stays the same. If you decline or do not answer, your original booking stands, unless the clinic has said it cannot keep it: then declining cancels it with a full refund.

If you booked any available practitioner, the clinic can assign another one and tells you.

A cancellation is checked with the clinic's diary before the appointment shows as cancelled, and a refund shows as pending until it completes. You can follow both on the appointment page in My appointments. You do not need to ask again.

You can filter providers by the insurers they say they work with. This does not guarantee that your policy covers a particular appointment or treatment. Confirm eligibility, authorisation and cover with your insurer and the provider.

For a paid appointment you pay when you book: a deposit or the full price, as the clinic chooses. Free appointments need no payment. Your payment is processed securely by Stripe, and the amount due now is shown before you confirm. After a deposit, the rest is paid at the clinic.

No. You pay the amount shown for your appointment or service, under the provider's terms shown before you book.

It depends on the provider's cancellation policy and the circumstances of the booking. Where a refund is due on an online payment, it goes back to the original payment method.

Our refund and cancellation policy explains how cancelling, missed appointments, clinic cancellations and refunds work.

For a paid service, each clinic chooses what you pay when you book: a deposit or the full price. Free services need no payment. The booking review shows what is due now. Your card is authorised when you submit the booking and charged once the clinic accepts it. If the booking cannot be confirmed, the hold on your card is released.

If you cancel before the clinic's cut-off, you get back what you paid online, less any cancellation fee in the clinic's policy, unless the service is non-refundable. Review cancellation shows the exact amount before you confirm.

A refund goes back to the card you paid with. The appointment page shows it as pending until it completes. Banks usually take 5 to 10 working days to show a refund.

SQEDULE only handles payments made online through SQEDULE. For money you paid to the clinic directly, contact the clinic.

Open Receipts in My appointments for a printable receipt of what you paid through SQEDULE, naming the clinic you paid. For an insurance claim, the clinic may need to give you its own invoice.

Sign in with your email address and password on the sign-in page. When you create an account, we email you a 6-digit code to confirm your address, and your password needs at least 12 characters.

On the sign-in page, choose Forgotten password. We email you a 6-digit code, then you choose a new password.

You can't change it yourself yet. Contact account support and we will help.

In My profile, untick Receive optional marketing by email. Emails about your bookings and your account are always sent. Offers and news and last-minute availability alerts from your favourite providers each have their own link to stop them, and you can change them in notification preferences.

In My profile, choose Download my data for a file of the information SQEDULE holds about your account. You can also ask us for a copy.

In My profile, choose Delete my account. You are signed out straight away, and support deletes the account and confirms by email within one month. Cancel any upcoming appointments first. Records the law requires us to keep, such as past bookings and payments, are kept for their retention period.

Yes, once you have booked with them. Save the provider from your booking confirmation, your appointment, its page or search results. Saving a provider sends you nothing: on each favourite you choose separately, both unticked to start with, whether to get its offers and news and its last-minute availability alerts. Booking again from Favourites is the quickest way back.

If you switch them on for a favourite provider, we email you when that provider releases new appointments or has short-notice ones, including the provider's own last-minute messages. They are free. You can switch them off at any time, and every alert email has a link to stop them.

Some providers send news (a new service, practitioner, location or opening hours) and offers by email through SQEDULE. You get them only if you switch on offers and news for that provider in your favourites, and at most five of these emails a week from all providers together. Every email has a link to stop them.

SQEDULE is not an emergency service. Read Safety and urgent care to find the right urgent or emergency care.

No. Questions about your treatment, prescriptions, test results or clinical care should go to the healthcare provider responsible for your care. SQEDULE support cannot give individual medical advice.