Cancellation & Refund Policy

Where refunds go

All refunds are credited to your in-app wallet — the same wallet the token convenience fee was charged from. Refunds are processed automatically when a cancellation is confirmed; there is no manual claim step.

Cancelling a booked token

If you cancel a token before it is called, the full convenience fee is refunded to your wallet immediately. The token is released and your booking is closed.

Example: you book a token and pay the convenience fee. Plans change, you cancel — the full fee returns to your wallet.

Doctor absence

If a doctor is marked absent or unavailable, all booked tokens for that day are cancelled automatically and each patient's convenience fee is refunded to their wallet. Where notifications are configured, patients are also alerted to the cancellation.

If you miss your token (no-show)

If the receptionist calls your token and you don't arrive, it may be marked as a no-show. A no-show is treated as a used token — the convenience fee is not automatically refunded. If you believe a no-show was marked in error, contact the clinic or support.

Cancellation after completion

In dispute situations, a token that was already completed (or marked no-show) can still be cancelled by the platform. In that case the patient receives the full convenience-fee refund, and the staff commissions attached to that token are reversed automatically. This path exists for dispute resolution, not routine use.

Already cancelled

A token can only be cancelled once. Attempting to cancel an already-cancelled token has no effect and triggers no second refund.

Summary table

Situation	Token status	Refund
You cancel before your turn	Booked → Cancelled	Full fee to wallet
Doctor marked absent	Booked → Cancelled	Full fee to wallet, automatic
You don't arrive when called	No-show	No automatic refund
Dispute after completion	Completed → Cancelled	Full fee to wallet; commissions reversed

Questions about a cancellation or refund? See the Help & Support page or contact us.