Terms, cancellations and refunds

Who we are and how to contact us

ImplantPassport is operated by [to insert]. Registered company number: [to insert]. Registered office and business correspondence address: [to insert]. Customer support and cancellation email: [to insert]. VAT number, if applicable: [to insert].

You can contact us about an order, cancellation, refund or complaint using the email above, by post or using the email on our Contact us page. You do not need to use a particular form or give a reason to exercise a cooling-off cancellation right.

What your passport provides

Your passport brings together the implant information you provide. You can upload an implant card or enter the information yourself, check the details and correct them. Model and serial numbers are optional; leave unknown information blank rather than guessing.

It is an information service, not medical advice, emergency care, remote monitoring or confirmation that an implant is safe for MRI. Keep your original implant documentation and follow your clinical team’s advice. A patient-confirmed record is not a clinician-verified record.

Online functions require an internet connection and a compatible browser. A phone Wallet pass requires a compatible phone and Wallet app. NFC requires a compatible phone; the printed QR code provides an alternative. Availability of our online service is not a promise of lifetime operation.

Prices and payment

• Registration is free. Payment follows your review and submission of implant details.
• £10 initially: online access, phone Wallet access and a QR code for emergency access, including the first year of additional features.
• £10 a year from year two: emergency and family access, shareable links, and the ability to add device settings and other medical conditions.
• Optional NFC wallet card: £15 once, including UK delivery.

Prices include any applicable taxes. The initial total is £10, or £25 if you choose an NFC card. The first annual renewal is due one year after passport activation, not on the day you register. We show your total, renewal arrangements and any optional extras before you pay. We confirm your purchase and provide these terms in a form you can keep.

Annual renewal and cancellation

The annual service renews at £10 each year from year two where you agree to recurring payments at checkout. We tell you the renewal date and amount and send a reminder at least 30 days before each annual charge. If we propose a price change, we give at least 30 days’ notice before it takes effect, and you can cancel before it applies.

You can cancel future renewals at any time through your account or by contacting us. There is no cancellation fee. We confirm cancellation and make no further renewal charges. Unless you ask for immediate cancellation and a refund under an applicable right, your annual features continue until the end of the current included or paid period.

After that period, emergency and family access and shareable links stop, and you cannot add device settings or other medical conditions under the annual service. Your basic online passport remains available while your account and the service remain active. A QR code or NFC card does not provide continuing emergency access without an active annual service. We notify you before access ends.

Cancelling renewal is separate from closing your account, withdrawing health-data consent or requesting deletion. We explain these choices so you can select what you want.

Changing your mind about the digital passport

You can cancel the initial digital passport purchase within 14 days after the day the contract is made and receive the full £10 back. We also offer a full refund of an annual renewal payment if you cancel within 14 days after the renewal date.

This is our cancellation policy, in addition to your statutory rights. It applies even if you have accessed your passport during those 14 days. If you ask us to start the digital service straight away, we do not use that request to remove this refund policy or deduct a charge for use during it.

Tell us clearly that you wish to cancel, with your name, account email and order reference if available. We refund the affected digital payment within 14 days after receiving your cancellation, to the original payment method unless you agree otherwise, with no refund administration fee. Refunding and ending the initial passport service also stops its future annual renewals.

After the 14-day period, cancelling renewal normally stops the next charge rather than refunding the unused part of the current year. This does not limit a refund or other remedy you are entitled to by law, or where we end a paid service we cannot provide.

NFC card dispatch and delivery

Cards will be posted out within 1–2 weeks of purchase. This is the dispatch period; postal transit time is additional. UK delivery is included in the £15 card price. Check and confirm the delivery address at checkout.

We send a dispatch confirmation when your card has been posted. We aim to complete delivery within 30 days of purchase unless we expressly agree a different date with you. If we cannot meet the dispatch commitment, we contact you with the reason and revised timing and offer cancellation and a refund of an undelivered card.

If your card has not arrived within 30 days, contact us so we can resolve the problem through replacement or refund as appropriate. If a delivery deadline is essential, tell us before ordering; where the law allows you to end the contract immediately because a deadline is missed, you do not have to accept an extension. Otherwise, you may set an appropriate additional delivery period and cancel if it is missed.

We remain responsible for the card until you, or someone you nominate, receives it. Tell us promptly about an incorrect address so we can try to correct it before posting. Any cost for a further dispatch caused by an address you supplied incorrectly will be explained and agreed beforehand.

Returning an NFC card

Under our returns policy you may cancel a card order before dispatch, or within 14 days after the day you receive it, including a card personalised for you. This policy extends to personalised cards even where the statutory change-of-mind exception would otherwise apply.

After telling us you wish to cancel, return the card within a further 14 days. Return address: [to insert]. You pay the direct return postage for a change of mind; we cover reasonable return costs where the card is faulty, damaged on arrival, incorrect or not as described.

We refund the card price and any standard outward delivery charge within 14 days of receiving the returned card or your evidence of sending it back, whichever is earlier. We may reduce a change-of-mind refund only for a loss in value caused by handling beyond what is needed to check the card. We use the original payment method unless you agree otherwise and do not charge a refund fee.

Returning the physical card does not by itself cancel your digital passport or annual service. Tell us if you also want to cancel those. We deactivate the returned card’s link.

Your statutory rights if something is wrong

Nothing in these terms removes or restricts your statutory consumer rights.

Physical cards must be of satisfactory quality, fit for purpose and as described. If a card breaches those requirements, you normally have a 30-day short-term right to reject it for a refund. After that, repair or replacement and, where the legal conditions are met, a price reduction or final rejection may be available. Faulty-card rights also apply to personalised cards.

We must provide services with reasonable care and skill. If we do not, you may be entitled to repeat performance at no additional cost, or an appropriate price reduction where correction is impossible or cannot be completed within a reasonable time without significant inconvenience.

Where digital-content rights apply, the content must be of satisfactory quality, fit for purpose and as described. Your remedies can include repair or replacement and, in the circumstances set out by law, a price reduction or refund. Tell us about a problem so we can assess the appropriate remedy; you do not have to accept a credit voucher instead of a refund you are entitled to.

We do not exclude liability for fraud, death or personal injury caused by our negligence, or anything else that cannot lawfully be excluded. You can obtain independent consumer guidance from GOV.UK.

Changes, service interruptions and complaints

We may make necessary security or maintenance changes and tell you about material changes that affect your paid service. If we permanently stop a paid service before the end of a period you have paid for, we provide an appropriate refund for the part we cannot supply, without limiting your other rights. Where reasonably possible, we give notice and a way to download your record.

For a complaint, contact us with your account or order reference and the outcome you are seeking. We acknowledge it and explain the next steps. These terms are governed by the law of England and Wales, but do not remove mandatory consumer protections or your right to bring proceedings in the courts available to you where you live in the UK.

Optional cancellation form

You can copy this wording into an email or letter, or use any other clear cancellation statement. You do not have to use this form.