Terms of service
Last updated 1 September 2026. Template text: have it reviewed for your practice before launch.
Appointments
Online bookings are requests until we confirm them by email, usually within two working hours. You can move or cancel an appointment at no charge; we only ask that you let us know as early as you can so someone else can have the time.
Payment
Nothing is charged online. Private tests are paid at the end of the appointment. Glasses need a 50% deposit when ordered and the balance on collection. Contact lens plans are paid monthly by direct debit and can be cancelled with one month’s notice.
Funded eye tests
Funded tests are provided under the [funded eye test scheme]. You will be asked to show proof of eligibility. If you turn out not to be eligible, we will tell you before the test starts and you can choose to go ahead privately or rebook.
Guarantees
Frames over £100 are guaranteed against breakage for twelve months. Lens coatings are guaranteed against defects for two years. If you cannot get on with new glasses, tell us within 60 days: we will recheck the prescription and measurements and remake the lenses free if they are the cause.
Your prescription
Your prescription is given to you at the end of every eye test, whether or not you buy glasses from us.
Complaints
Tell us first, in person, by phone or at [email protected], and the practice owners will reply within five working days. If you are not satisfied, you can refer your complaint to the [optical consumer complaints service].