Before payment goes live
The checkout must show the current service, amount, currency, cancellation cutoff, no-show rule, clinician-cancellation rule and expected refund timeline.
Clinic cancellation
If the clinic cannot provide a paid appointment, the patient should be offered a reasonable reschedule or an applicable refund without being forced into credit.
Patient cancellation
The confirmed policy version at booking governs the request. Staff must not improvise hidden deductions after payment.
Technical failure
If a material technical failure prevents the consultation, the clinic should document the event and offer a safe alternative, reschedule or applicable refund.
Duplicate or failed payment
Payment status is determined by verified server records and provider reconciliation, not a browser success screen. Duplicate capture and payment mismatch require investigation and correction.
Medicine and shipping
Consultation refund, dispensed medicine, packing and shipment are separate states. Once enabled, each must have a clearly stated cancellation, damage, delay, return and recall process consistent with applicable rules.