Refund and rescheduling policy

Your consultation time

Please check in before the scheduled start. A standard appointment provides up to 30 minutes of available consultation time. Joining late or reconnecting does not restart that window. You may prepare your camera, microphone, and files beforehand.

An earlier start is optional and requires your agreement. If you begin early, your consultation ends up to 30 minutes after that earlier start. Keeping your booked time does not count as lateness.

If the doctor becomes available within 10 minutes after your booked start, the live deadline is adjusted for that delay without overlapping another protected appointment. This may use the clinic's normal 10-minute buffer; the buffer is not an automatic extension for patient lateness. Your appointment page shows the applicable deadline.

If the doctor is more than 10 minutes late

While still unserved, you may reschedule at no additional charge or cancel for a full refund of the remaining amount paid for this appointment. Provider processing occurs separately after the cancellation and refund request are recorded. A fee-waived consultation has no payment to refund. No processing and administrative fee applies. Ordinary patient-cancellation rules elsewhere on this page do not reduce this doctor-delay protection.

If the doctor is more than 10 minutes late, you may explicitly choose to continue waiting. You can still reschedule at no additional charge or cancel for the full remaining refundable amount until the clinical consultation actually starts. Doctor readiness or video preparation does not remove those options.

When a succeeding protected appointment or an explicit working-availability limit exists, the delayed consultation must start while a full 30 minutes still fits. Exactly 30 minutes is sufficient. If less than 30 minutes remains before that limit, the unstarted consultation can no longer proceed and your rescheduling and cancellation choices remain available. With no succeeding protected appointment and no explicit working-hours limit, there is no fixed additional-waiting cutoff.

A late click on “Ready” does not erase a remedy already offered. A doctor-caused replacement keeps the existing payment and price, including an eligible paid follow-up rate, without creating another discounted follow-up entitlement.

After live time ends

Video, sending messages, and new patient uploads close at the applicable live deadline. The doctor may finish notes and documents separately. Time closure is not automatic clinical completion or a finding that you were absent. Report connection problems to the clinic; the system does not automatically attribute an ambiguous technical failure to the patient.

One-time discounted follow-up

A qualifying completed, paid standard consultation offers one follow-up for the same patient. The follow-up must start before 10 days after the original consultation's final scheduled start. The exact deadline is displayed. Booking before that deadline for an appointment after it does not qualify.

The follow-up consultation fee is 50% of the original regular consultation-fee reference, rounded in the patient's favor if necessary. The clinic additionally offers one eligible senior/PWD reduction to that follow-up rate; senior and PWD reductions do not stack with each other. Eligibility must be verified. Separately priced medical certificates and other additions are not included in the 50% promotion. The full server-calculated breakdown is shown before payment.

An unpaid reservation temporarily holds the benefit; unresolved payment must be reconciled before it can be released. Verified payment consumes the one use. Cancellation or non-attendance does not automatically create a replacement benefit. For a doctor cancellation or service failure, the clinic may expressly restore the benefit after the payment/refund state is resolved; this does not extend the original deadline. A rescheduled discounted follow-up must remain inside that deadline. Discounted follow-ups, fee-waived overrides, and test consultations do not create another benefit.

The follow-up eligibility period is separate from the 48-hour document-download window. Changes to contact or patient details require clinic review; this benefit cannot be transferred. This promotional policy does not remove applicable rights or remedies.

Doctor-created invitations

A doctor may authorize one fee-waived consultation with its own displayed time window. This is a real consultation with no amount payable and no paid transaction to refund. The patient bypasses public booking and payment but must confirm identity and consent. Automated patient emails, including completion emails, are disabled. Keep the consultation page open and download available documents before the stated deadline. Contact the doctor to replace a lost or revoked link.

1. Patient cancellation and rescheduling

At least 12 hours before the original appointment

Cancellation is eligible for 100% of the remaining refundable amount, less a 3% processing and administrative fee calculated from that eligible amount. Self-service rescheduling is available only if the current appointment is also at least 12 hours away and the replacement is an open future slot. Exactly 12 hours qualifies for this rule.

Less than 12 hours before the original appointment

Cancellation is eligible for 50% of the remaining refundable amount, rounded up to the nearest centavo in your favor when necessary. A 3% processing and administrative fee is then deducted from that eligible amount, not from the original payment. Self-service rescheduling is unavailable; contact the clinic for assistance.

Once the consultation has started or is closed

Patient self-service cancellation and rescheduling are no longer available, including during finalization or after completion, cancellation, expiry, or a no-show designation. Contact the clinic for the appropriate resolution. This limitation on self-service is not a blanket waiver of a right or remedy you may have under law.

The server uses Philippine appointment times to calculate eligibility. A button is an available option, not a completed change; wait for confirmation in your appointment hub.

2. Changes requested by the doctor

If the doctor cancels or requests a schedule change, the remaining refundable amount is protected for a full refund, with no processing and administrative fee, regardless of the 12-hour patient deadline.

For a specific proposed replacement, you may accept that date and time or cancel for the protected refund. Where offered, an open-ended request lets you choose another available future time or cancel. A change is not accepted automatically.

A specific replacement proposal expires after 15 minutes; an open-ended request expires after 24 hours. Use the exact deadline shown in the hub. Expiry is not automatic acceptance and does not turn a pending refund into a completed one. If the proposal is no longer actionable, contact the clinic to arrange the change or protected refund.

3. How the refund amount is calculated

The calculation starts with the amount actually paid, after applicable discounts—not the undiscounted listed price. Amounts already refunded or reserved for an existing refund request are not refunded a second time. An unresolved or failed refund requires review; it is not a new charge or permission to create a duplicate refund.

Consultation and medical-certificate charges captured in the same original payment are combined into one refund request against that payment. Charges paid in separate original transactions may require separate refund requests and claim links. The processing and administrative fee is calculated once from the total eligible refund for the cancellation, not charged again for each request or claim link. The hub displays the current server-calculated amount for your confirmation.

For patient-initiated cancellation before the consultation starts, first calculate the eligible refund under the 100% or 50% rule above. Deduct a 3% processing and administrative fee from that eligible refundable amount. The fee is rounded down to the nearest centavo in your favor. Your appointment hub shows the eligible amount, the fee, and the net amount to be refunded before you confirm. Rescheduling without a refund does not incur this refund fee.

The fee does not apply to doctor-caused cancellations, doctor-requested rescheduling or protected doctor delays. It also does not apply when a prepaid medical certificate cannot be issued following the doctor's assessment. Applicable legal rights and remedies remain unaffected; a payment error or unprovided service requires clinic review and is not automatically treated as patient-initiated cancellation.

This fee applies only to new appointments booked under this version of the policy. An existing appointment keeps the terms recorded when it was booked; a page refresh or a later payment does not add this fee retrospectively. The amount displayed for confirmation is the net amount requested for refund.

For example, if ₱600 remains refundable, a patient cancellation qualifying for the 100% tier has an eligible amount of ₱600, a processing and administrative fee of ₱18, and a net refund of ₱582. Under the 50% tier, the eligible amount is ₱300, the fee is ₱9, and the net refund is ₱291. A doctor-caused cancellation refunds the full ₱600 without this fee. These are examples, not the price of every consultation.

4. How refunds are received

Refunds are processed through the third-party payment provider against the original payment. A QR Ph refund may be delivered through a provider-hosted claim link, where you choose a supported receiving bank or e-wallet. The receiving account is not necessarily the account used for the original payment. Other supported payment methods may return funds through their original channel.

When a claim is required, use Claim refund in your verified hub and follow the provider’s instructions before the displayed deadline. The provider normally makes a QR Ph claim link valid for three days. Opening a link is not the same as completing the claim.

Provider processing and bank/wallet credit times vary. A refund may be pending, processing, completed, or require clinic follow-up. A pending or failed refund does not mean the original payment failed: do not pay again. If a claim fails, expires, or never becomes available, contact the clinic. The service must review the existing operation before arranging any next step; a new link or retry is not automatic.

5. Confirming a schedule change

A replacement must be available, in the future, and accepted through the current appointment process. Your original time is not released merely because you browse other times. Wait until the hub confirms the successful move; after a move, consultation-room readiness is reset for the new appointment time.

Cancelling releases the scheduled time for possible reuse but does not reopen the cancelled appointment. The clinic retains an appropriate cancelled-appointment and transaction record. An unpaid reservation does not have a paid amount to refund; an uncertain payment must be checked before cancellation or a new booking.

6. Medical certificates

A request and payment do not guarantee a medical certificate. The doctor decides whether issuance of a medical certificate is medically appropriate and available. If a prepaid certificate cannot be issued because it is not medically indicated or is unavailable, its net paid medical-certificate charge is refunded in full, with no processing and administrative fee. This is separate from the consultation charge for care already provided.

An unpaid certificate may require a separate payment before it can be viewed or downloaded. Do not pay again if that payment is pending; contact the clinic if access does not update after verified payment.

7. Document availability

Issued prescriptions, laboratory/follow-up documents, medical certificates, and doctor files selected for extended access remain available until 48 hours after final appointment completion. Save the files before the exact deadline shown. Payment, a resent email, or returning to the hub does not extend the download window.

Ordinary messages and uploads remain temporary. Expiry of patient download access is separate from clinical, consent, and financial record retention described in the Privacy notice.

8. Questions, records, and your rights

Contact the clinic before making a second payment or requesting another refund when an existing result is uncertain. Provide only enough information to identify your appointment; do not send passwords, verification codes, or payment credentials.

This page explains the current appointment policy and does not change existing transaction records, restart deadlines, or remove rights under applicable Philippine law. A future material policy change will be identified separately; a page refresh does not change the terms already recorded for your appointment.

Policy version: teleconsult-refund-rescheduling-2026-10-11.