Booking, Cancellation and Refund Policy
This document sets out the terms governing all patient appointments, scheduling, and digital payments made through our practice. By scheduling an appointment via our booking portal, you agree to be bound by these terms.
1. Provisional Bookings & Payment Instructions
To accommodate the unique security and regulatory requirements of virtual healthcare processing, our clinic does not collect credit card details directly during the calendar scheduling phase.
Provisional Holds: When you select a time slot through our portal, your appointment is logged as a provisional reservation only. Your practitioner is not fully locked into this time block yet.
Issuance of Payment Instructions: Immediately upon completing your schedule selection, our system will provide formal payment instructions via your confirmation screen and registered email/SMS. This will consist of either a unique secure payment link or our official corporate bank transfer details.
Final Confirmation: Your appointment slot is only officially confirmed once your digital gateway payment clears or your bank transfer receipt has been verified by our administration team.
2. Strict 12-Hour Payment Deadline
Because virtual practitioner slots are tightly managed, clear deadlines apply to maintain calendar integrity:
The required consultation fee must be paid in full via the provided link, or a valid bank transfer receipt screenshot must be sent to us, at least 12 hours prior to your scheduled appointment time.
Automatic Cancellation: If payment verification or a valid transfer receipt is not received by our administration team by the 12-hour deadline, our platform reserves the right to cancel your provisional booking without notice and reopen the time slot to waitlisted patients. No refund is applicable for sessions cancelled due to a complete failure to settle within this window.
3. Cancellation, Rescheduling and Refund Windows
Our practice operates a strict 4-hour notice window for all booking changes:
More than 4 hours’ notice: You may reschedule or cancel your session using the management links embedded in your provisional email notification. If you cancel with more than 4 hours’ notice, a full 100% refund of your payment will be issued.
Less than 4 hours’ notice: Cancellations or requests to reschedule initiated within 4 hours of the scheduled session start time are strictly non-refundable. The clinic reserves the right to cancel the spot and retain the full consultation fee to cover unallocated practitioner overhead costs.
No-Shows & Uncontactable Patients: If you fail to log into your secure telehealth consultation room within 10 minutes of your scheduled start time, or if our medical team is completely uncontactable via your provided contact details during the session block, the session is forfeited. No refund will be issued.
4. Technical Failures & Clinical Exclusions
If an internal technical failure or a platform dropout on our end prevents the telehealth consultation from taking place, we will provide a priority rescheduling slot or process a 100% refund.
If, at the beginning of the digital consultation, our medical professional determines that your acute condition cannot be safely treated via tele-health and requires immediate face-to-face emergency intervention, the session will be closed and a full refund will be processed.
5. Australian Consumer Law (ACL) Compliant Refunds
All services are rendered in accordance with consumer guarantees under the Competition and Consumer Act 2010 (Cth).
Refunds cannot be legally demanded for a simple change of mind or personal schedule conflicts discovered inside the 4-hour cancellation window.
Approved refunds will be returned to the original source of payment (gateway card reversal or direct bank transfer). Please allow 3 to 5 business days for banking networks to clear the funds into your account.
6. Contact Us
If you have questions, concerns, or complaints about this Privacy Policy or how we handle your personal information, please contact us: admin@medicannahealth.com.au