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Acceptance Guarantee: Explained Simply

Our Acceptance Guarantee means that if an eligible certificate is explicitly rejected as not being valid medical evidence, you may be entitled to a full refund of the certificate fee, provided certain conditions are met.

This guarantee is designed to give you confidence when requesting specific certificates, while remaining fair, transparent, and compliant with professional standards. 

This page provides a plain-English summary of our Acceptance Guarantee. The full legally binding terms are set out in our Terms & Conditions.
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Which certificates are covered?

The Acceptance Guarantee applies only to the following certificate types:

  • Sick Notes for Work
  • Work Duties Adjustment Letters
  • Student Sick Leave Letters
  • Student Mitigating Circumstances Letters

No other certificates are covered by this guarantee.

What does “explicitly rejected” mean?

A certificate is considered explicitly rejected only if your employer or educational institution clearly confirms in writing that:

  • The certificate was not acceptable as valid medical evidence.
  • This rejection must be documented (see proof requirements below).

The Acceptance Guarantee does not apply if:

  • The certificate was accepted as valid medical evidence and reviewed as part of a decision-making process but did not lead to the outcome you wanted
  • The reviewing organisation required a specific template, wording, layout, or internal form
  • You preferred a different format, structure, or style

What proof do I need to provide?

To request a refund under the Acceptance Guarantee, you must provide clear written proof of rejection, such as:

  • An email from an official organisational email address
  • A screenshot from an official portal clearly showing the rejection reason
  • A letter or document issued by an authorised staff member

We cannot accept: 

  • Verbal feedback
  • Messages from personal email addresses
  • Text messages or informal communications

In some cases, we may request additional verification (for example, full email headers or a full-screen portal screenshot showing the URL and date/time). Where the evidence is clear, no further documentation will be required.

How do I request a refund?

To make a claim under the Acceptance Guarantee:

  • Email support@doctorcertified.co.uk
  • Do so within 120 hours (5 days) of receiving your certificate

Include:

  • Your Certificate ID
  • Your proof of rejection

Refund requests must be submitted by email. Requests made after the 120-hour deadline cannot be accepted.

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What happens if my refund is approved?

If your claim meets the Acceptance Guarantee criteria:

  • You’ll receive a full refund of the certificate fee
  • Refunds are processed within 5 calendar days (and no later than 14 days)
  • The refunded certificate will be immediately void

What the Acceptance Guarantee does not do

To be completely clear, the Acceptance Guarantee:

  • Does not mean we can enforce or compel acceptance by any third party
  • Does not guarantee a specific outcome or decision
  • Does not cover third-party administrative or processing fees
  • Does not apply to certificates outside the eligible list

We cannot contact employers, universities, or third parties on your behalf, and we will never ask for your login credentials.

  • Why we offer this guarantee

We offer the Acceptance Guarantee to provide clarity, confidence, and transparency for certificates commonly used as formal medical evidence for work and study.

Our doctors issue certificates responsibly and professionally, but acceptance decisions are always made by third parties. This guarantee ensures fairness without over-promising outcomes.

Still have questions?

If you’re unsure whether your certificate is covered, or whether a rejection qualifies under this policy, please contact our support team:

Email Support

Have a question? Email us at support @doctorcertified.co.uk

Need help choosing a certificate?

Browse Our Certificates or view FAQs to learn more.