6. PAYMENTS, CANCELLATIONS AND REFUNDS
- 6.1 The Consultation fee is shown before you pay, together with any taxes. We do not add hidden charges.
- 6.2 Payments are processed securely by our Payment Partner. We do not store your full card or bank details. Your payment is also subject to the Payment Partner’s own terms.
- 6.3 You can cancel or reschedule before the cut-off time shown on your appointment page. Cancelling within the cut-off time may reduce or remove your refund, as shown to you before you book.
- 6.4 You will receive a full refund if:
- the Healthcare Professional does not attend or cancels the Consultation;
- the Consultation cannot take place because of a technical problem on our side or the Healthcare Professional’s side;
- you were charged but the booking was not confirmed, or you were charged twice; or
- the Healthcare Professional ends the Consultation early for a reason that is not your fault, and the Consultation was not completed.
- 6.5 You may not receive a refund if you do not attend (no-show), cancel after the cut-off time, or the Consultation was completed. Private Care does not include a prescription or medicine, so not receiving one is not a ground for a refund. If you are not satisfied with a completed Consultation, please raise a support request within 7 days. We will review it fairly and may offer a full or partial refund.
- 6.6 Approved refunds are returned to the original payment method. We aim to start the refund within 7 working days of approval. Your bank or payment provider may take additional time to show it.
- 6.7 Fees are not transferable to another person or another doctor.