Refund policy

Booking does not collect a deposit. If a consultation never starts, no consultation charge should be due. When the clinician decides that video care is clinically unsuitable and ends the consult on that basis, the application waives the fee and releases any appropriate paperwork without payment.

If you were charged for a consultation that could not proceed, experienced a technical failure, were charged twice or dispute an invoice, submit a billing request with the appointment date and invoice reference. Do not include card numbers or detailed medical information. We will review the clinical and payment record before deciding whether a refund is due.

Refunds are not automatic in the current pilot. An approved refund must be processed through the payment provider; a payment return screen alone is not proof of settlement. The final commercial refund policy must be approved before open clinical launch.