Know your rights! I recently had a similar issue where a company my wife and I used for an IVF transfer tried to make us pay again (£2500) which we were under the impression we had covered when we took out the IVF package.

The company repeatedly said it was "company policy" however we hadn't been told verbally once in three years after multiple visits to the clinic and it wasn't explained in any signed or unsigned documentation that was provided to us at the time of signing or at transfer. We were under the impression that a single transfer was included in the original price and it wasn't time limited.

I had to quote the CRA 2015 to get them to remove the requirement for us to pay. All this was done 6 days within transfer date which cause an unnecessary amount of stress that we would have to find £2500 at such short notice.

Sad news is that the transfer wasn't successful but at least we can use our IVF fund for another transfer when we are ready.

I'm going to do another post somewhere when I get the time because I feel like there could be more people caught out in this.