If an accessibility barrier stops you using the ordinary GetClinic interface, email [email protected] with the subject line "Accessibility" and say clearly what you want done. If what you are submitting is deadline-sensitive, it is treated as submitted at the moment GetClinic first received that clear request. That is the deemed-timely rule in Section 8 of the Patient Accessibility Statement, and it is the most useful thing on this page.
Where GetClinic actually stands
GetClinic's technical accessibility target is WCAG 2.2 Level AA. The current status is recorded in the Statement as NOT YET FULLY ASSESSED, and the conformance claim is recorded as NONE.
That is deliberate rather than evasive. Section 3 says GetClinic does not make a blanket representation that every page, workflow, mobile-app screen, document, embedded component or item of clinic-supplied content conforms, and that where formal testing has not covered a surface, the status is treated as unknown rather than assumed compliant. No comprehensive formal WCAG 2.2 AA audit is recorded as completed as of 1 September 2026, and the Statement will be updated when one is booked.
Section 4 draws the consequence you should know about: because a comprehensive audit has not been completed, GetClinic cannot yet publish a complete list of every barrier, so the absence of a listed limitation does not mean a feature has been proven accessible.
Section 10 adds that automated testing alone cannot establish full accessibility, so GetClinic treats automated tools as one part of review rather than proof of conformance.
The deemed-timely rule
This is the part that protects money and rights rather than convenience. If an accessibility barrier prevents you using the ordinary interface, and you clearly submit any of the following through [email protected] or another accessible route GetClinic makes available, it is treated as submitted when GetClinic first received it:
- a cancellation
- a refund request
- a complaint
- a privacy or consumer-health-data rights request
- a booking reconfirmation
- a dispute notice
- another deadline-sensitive GetClinic action
You do not need to provide a medical diagnosis to obtain this treatment. Section 8 says so in terms, and Section 9 repeats that you do not need to disclose a diagnosis or provide medical records simply to report an accessibility issue.
Section 8 then states the practical effect: a GetClinic accessibility barrier will not, by itself, move an otherwise timely cancellation into a less favourable cancellation tier, cause an otherwise timely reconfirmation to be treated as late, or cause an otherwise timely complaint or rights request to miss its deadline. GetClinic records the receipt timestamp and routes the request to the relevant workflow.
See the cancellation tiers this protects.
How to use it
Your message has to reasonably identify the action you want taken and, where necessary, the relevant booking or account. Section 9 gives the example: write something like "I cancel Booking [ID]" so the rule can be applied to it.
Two limits are stated honestly. The rule does not create a new substantive right after the underlying deadline has already expired, and it does not change deadlines imposed solely by a third party outside GetClinic's control, although GetClinic will use reasonable efforts to relay the request promptly.
Reporting a barrier
Email [email protected] with the subject line "Accessibility" where possible, and identify the page, screen or feature, describe the barrier, and say what format or adjustment would help. Section 9 invites reports where you cannot access or understand part of the site or app, cannot complete a GetClinic-controlled form, booking, cancellation, payment, refund, complaint or rights workflow with assistive technology, find an inaccessible image, control, document, video or error message, need information in a different accessible format, or want to suggest an improvement.
GetClinic aims to acknowledge accessibility reports within two business days and to provide a substantive response, workaround or status update within fifteen business days where reasonably practicable. A deadline-sensitive cancellation, refund, complaint or rights request is not postponed until that acknowledgement, because its receipt time is fixed under Section 8.
If you are not satisfied with the response, Section 13 lets you ask for escalation through [email protected], or contact [email protected] for a formal legal accessibility complaint. Nothing in the Statement requires you to give up a right to complain to a court, regulator, equality body or consumer authority.
What your clinic is responsible for
GetClinic provides the meeting and marketplace technology. The independent clinic provides the healthcare, and Section 6 keeps provider-side accommodations with the clinic: legally required clinical communication accommodations, accessible informed consent, medical interpreters and accessible healthcare facilities. GetClinic may help relay an accessibility request without becoming the healthcare provider.
If you need a technical adjustment for a meeting, such as a different communication method, more time to join, keyboard-compatible controls, captioning where available or an alternative to video, tell GetClinic or the clinic as early as reasonably practicable.
Section 7 covers clinic-supplied documents, forms, PDFs, maps and payment and meeting components, which may not have the same assessed status as GetClinic's own interface. If an inaccessible item contains information you need to understand a booking, payment, refund, clinic offer or consent choice, contact GetClinic before relying on or accepting it.
GetClinic is a technology marketplace. The clinic you choose provides your healthcare and is responsible for it. This is general information about how GetClinic works, not medical advice.
See the full Patient Accessibility Statement. See language support and interpreters.