Payment and Refund policy
Cancellations:
Upon booking and confirmation of an appointment, a patient may choose to cancel the
appointment either immediately or at a later stage with no cancellation fees and a complete
refund.
If patient does not attend an appointment:
Upon booking and confirmation of an appointment, a patient is expected to connect and be
present for the Virtual Appointment session 5 minutes before the scheduled Appointment time
o If a patient fails to present for the scheduled Appointment 5 minutes after the
commencement of the scheduled Appointment, the patient will have been considered
not to have attended and the Appointment will be cancelled.
o If a patient fails to present for the scheduled Appointment altogether, the patient will
have been considered not to have attended and the Appointment will be cancelled.
Should a patient wish to book a fresh appointment due to their absence, they can choose to do
so, but will have to pay the full Consultation fee as applicable.
Rescheduling / Rebooking:
Upon booking and confirmation of an appointment, a patient may choose to reschedule the
appointment either immediately or at a later stage, due to change in circumstances.
The monies refundable to the patient will be dependent on the duration of time between the
cancellation of the appointment and the time of the scheduled appointment.
Any rescheduling of Appointment done at the scheduled Appointment time, no credit or
refunds would be available to the patient. Initial money paid will be retained for rescheduled
appointments.
Doctor Unavailable:
Sickness, personal emergent circumstances, and other unforeseen events can lead to a
scheduled doctor not being available for a Scheduled Appointment Session.
If a doctor is unavailable to attend a Scheduled Appointment Session, administrative staff will:
o In conjunction with the scheduling team, ensure the availability of a replacement Doctor
to manage that planned session.
o Get the Appointment book for the replacement Doctor opened
o Contact the various Patients who have scheduled Appointments and inform them of the
change in the Doctor with the option to, either be attended to by the replacement
Doctor, or to reschedule the Appointment to a different day and time when the original
Doctor is next available.