Terms and conditions

Terms for initial laser eye surgery consultation booking

We require a credit card to secure your consultation appointment. We reserve the right to charge a €30 cancellation fee in the event that you do not attend, or cancel, your appointment within 48 hours of the expected attendance.

Consultations for Laser Eye Surgery are free of charge.

Terms for initial lens implant surgery consultation booking

We require a credit card to secure your consultation appointment. We reserve the right to charge a €30 cancellation fee in the event that you do not attend, or cancel, your appointment within 48 hours of the expected attendance.

Consultations for Refractive Lens Implant and Cataract Surgery are chargeable at €50 in all clinics, and must be paid at the time of booking your consultation.

If you have paid for your initial consultation, but failed to provide appropriate notice before cancelling or rescheduling, the €30 cancellation fee will be deducted from any prepayment. Any remaining balance will be refunded using the original payment method.

Please note that payment for an initial consultation does not secure or include a pre-operative consultation with a Consultant Ophthalmologist.

The use of this website is subject to the following terms of use:

If you continue to browse and use this website, you agree to comply with and be bound by the following terms and conditions of use, which together with our Privacy Policy govern the Optilase relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.

The content of the pages of this website is for your general information and use only. It is subject to change without notice.

Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any purpose.

You acknowledge that such information and materials may contain inaccuracies or errors, and we expressly exclude liability for any such inaccuracies or errors fully permitted by law.

Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services, or information available through this website meet your specific requirements.

This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance, and graphics. Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence. From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).

Prices will vary depending on the type of treatment. A consultation is required prior to all initial treatments, enabling you to agree to a suitable course of treatment, and then you will be given a clear and transparent price, with no hidden costs.

Third-party finance plans are available at all Optilase Clinic locations, subject to the terms and conditions of the respective third-party providers. Optilase has no involvement regarding specific lending criteria or eligibility.

• All major credit/debit cards are accepted.

• If paying by bank transfer ten working days must be allowed for clearance.

• Cash payments can only be accepted in the local currency of the clinic, and can only be made Monday to Friday before 4pm.

Payment must be made in advance of surgery (see the refund policy below).

We require a credit card to secure your consultation appointment. We reserve the right to charge a €30 cancellation fee in the event that you do not attend, or cancel, your appointment within 48 hours of the expected attendance.

Consultations for Laser eye surgery are free of charge.

Consultations for Refractive Lens Surgery are chargeable at €50 in all clinics, and must be paid in advance of your appointment.

If you have paid for your initial consultation, but failed to provide appropriate notice before cancelling or rescheduling, the €30 cancellation fee will be deducted from any prepayment. The remaining monies will be refunded in the same manner as payment was made.

Payment for an initial consultation does not secure a pre-operative consultation with a Consultant Ophthalmologist. If proceeding with surgery, the cost of your surgery includes your pre-operative consultation, worth €400. This value must be paid as a deposit in advance of the appointment.

The table below sets out what is refunded when you cancel or reschedule.

Our Refer a Friend programme allows previous Optilase patients to receive a financial benefit, in the form of a €100 AllGo Mastercard (ROI) or Bank Transfer (NI). The referred person will also receive a €100 discount, providing that the below terms have been met:

• For verification purposes, the new patient (referee) provides the name and contact number of the previous patient (referrer).

• The previous patient contacts Optilase Eye Clinic by phone, email, or writing to confirm the equivalent details of the new patient prior to attendance of the initial consultation.

• The previous patient is or was not an Optilase employee since after June 2022.

• The new patient completes their surgical procedure. At this point, the referee will receive their benefit within 3 months of the surgery completion date.

You can read our patient guide here: Patient Guide.

Optilase operates a complaints procedure. Patients are asked that, in the event of any complaint, they speak or write to the Clinic Manager based in the clinic they wish to make a complaint about.

If you are unhappy with your clinic manager's response to your complaint, or if you do not feel comfortable raising your complaint with your clinic manager, please send your complaint in writing to Optilase or email info@optilase.com.

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible. We shall acknowledge complaints within 2 working days and aim to have investigated the complaint within 21 working days of the date when it was raised. We shall then be able to offer an explanation, or a meeting as appropriate. If there are any delays in the process, we will keep the complainant informed.

When we investigate a complaint, we shall aim to:

• find out what happened and what went wrong;

• make it possible for the complainant to discuss the problem with those concerned;

• make sure the complainant receives an apology where appropriate;

• identify what we can do to make sure the problem does not happen again.

At the end of the investigation the complaint will be discussed with the complainant in detail, either in person or in writing.

Northern Ireland

In Northern Ireland the clinic's management of complaints is inspected and regulated by the RQIA, who act as a Regulator only, and can be contacted if you are not happy with the complaint response:

• Phone: RQIA's Guidance Team (Mon–Fri, 10am–4pm): 028 9536 1990

• Email: info@rqia.org.uk

• Address: The Regulation and Quality Improvement Authority, First Floor James House, 2–4 Cromac Avenue, Belfast, BT7 2JA

If a family member or friend is making a complaint on your behalf, we must have your written consent to discuss your care and any issues they raise concerning your treatment with us.

Customer service is very important to us and Optilase staff will always treat you with dignity and respect. We have a no tolerance policy for all forms of abuse and antisocial behaviour and, in the interest of the safety and wellbeing of other patients and staff, we reserve the right to refuse service to any customers who show anti-social or aggressive behaviour.