Patient Guide

canary keeps you in the loop at every important moment — when an order needs your attention, when a payment goes through, and when the team replies to a message. Here's how you're contacted and what you can control.

Emails about your orders

Emails are the main way we reach you. You'll hear from us when:

• an order needs you to review and accept changes before it can go ahead;
• a payment is confirmed, so you have a record of what you've paid;
• an order is cancelled or refunded;
• the team sends you something important about your account.

These service emails are part of how your orders work, so they can't be switched off — they only arrive when something genuinely needs your attention. Keeping your email address current on your account page makes sure they reach you.

Messages in the chat

When the team replies to one of your conversations, the chat bubble on the site shows an unread count and a small preview pops up so you don't miss it. Just open the chat to read and reply.

Phone contact

If something about an order needs a quick conversation — for example a payment that didn't go through — the team may call or text the mobile number on your profile. You can update that number any time under your personal details.

News and offers (your choice)

Marketing updates are entirely optional. On your account page, tick Keep me updated to receive occasional news and special offers by email, or untick it to opt out. Changing this never affects the essential emails about your orders.

If you feel you're missing emails, it's worth checking your spam or junk folder and adding us to your safe senders list.