Cancellation, returns & refunds
How appointment cancellations, payment refunds, and medicine returns are handled.
Effective 11 September 2026Appointment cancellation
Patient portal cancellation and rescheduling are available until 4 hours before the appointment. Contact reception after the cutoff. Any clinic fee relating to late cancellation is explained before it is recorded.
Clinic refunds
If a recorded clinic payment becomes refundable after an approved cancellation or billing correction, staff record the adjustment and refund against the original invoice. The clinic aims to review complete requests within 7 days. Bank or card processing time may be additional.
Medicine returns
Bring the medicine, packaging, invoice, and dispensing details to the pharmacy. Staff inspect the returned goods. Stock is restored only when pharmacy staff explicitly confirm that the goods remain usable.
Items that may not be restocked
Opened, damaged, expired, temperature-sensitive, incorrectly stored, or otherwise unsuitable medicines are not returned to saleable stock. Any financial credit is recorded separately from the stock decision.
Requesting a review
Contact the clinic reception team with the invoice or booking reference and a brief explanation. Approval depends on the documented service, payment, dispensing, and condition of returned goods.
Contact
Questions about this policy can be directed to the clinic reception team.