Cancellation & Refund Policy
This policy is written to be fair to patients and to the clinician's reserved time. Timings and amounts are placeholders pending the doctor's final approval.
Cancelling or rescheduling
- Placeholder: cancellations or reschedule requests made at least 24 hours before the appointment may be rescheduled once at no extra charge.
- Placeholder: cancellations made less than 24 hours before the appointment may not be refundable, because the slot cannot usually be reallocated.
- Missed appointments without notice are treated as attended for fee purposes.
What the fee covers
The fee is a professional consultation fee covering the consultation, the clinical assessment and the written plan. It is not payment for a specific diagnosis, prescription or outcome.
Referrals are not refundable
A referral to a surgeon or another specialist is a clinical outcome of the consultation and does not constitute a failure of service. It is not grounds for a refund.
When remote care is not appropriate
If the doctor decides before a substantive consultation has taken place that remote care is not appropriate for your problem, your case is passed for admin review and an outcome is confirmed to you in writing.
Other terms
- No diagnosis or prescription is guaranteed.
- This service does not provide emergency care.
- You must provide accurate information; a refund may be declined where inaccurate or incomplete information prevented an assessment.
- Technical failure on the clinic side that prevents a substantive consultation is handled by rescheduling, or by admin review where rescheduling is not possible.
Requesting a review
Refund requests should be submitted in writing with your booking reference. Each request is reviewed individually. This policy is editable and subject to final legal review.