Refund and Cancellation Policy

1. When you book a GP Video Consultation or onsite consultation, you will incur a consultation fee.

2. The consultation fees are set by us and reviewed periodically. As a result of such review, the consultation fees may change.

3. Upon successfully booking a GP Video Consultation or onsite consultation, you will be sent a notification confirming the time and date of the GP Video Consultation.

4. You will be sent a reminder at least 24 hours prior to the time and date your GP Video Consultation or onsite consultation is set to occur.

5. You are entitled to a full refund if you cancel your appointment 48 hours prior to the time upon which your GP Video Consultation or onsite consultation is to occur.

6. Cancellations made between 24 and 48 hours of the GP Video Consultation or onsite consultation being set to occur will incur a charge equal to 50% of the consultation fee which would have otherwise been payable if you had attended the GP Video Consultation or onsite consultation at the initially scheduled time.

7. Cancellations made within 24 hours of the GP Video Consultation or onsite consultation being set to occur will incur a full consultation fee.

8. If you wish to reschedule your GP Video Consultation or onsite consultation and give us at least 48 hours’ notice of this, you will not be charged the consultation fee you would have incurred for the initially scheduled GP Video Consultation or onsite consultation.

9. If you wish to reschedule your GP Video Consultation or onsite consultation and only give us between 48 and 24 hours’ notice of this, you will be charged 50% of the consultation fee for the initially scheduled GP Video Consultation or onsite consultation and will be required to pay the full consultation fee payable as a result of the rescheduled GP Video Consultation or onsite consultation.

10. Where you wish to reschedule your GP Video Consultation or onsite consultation within 24 hours of the date and time this is to occur, you will be charged the consultation fee for the initially scheduled GP Video Consultation or onsite consultation and the consultation fee payable for the rescheduled  GP Video Consultation or onsite consultation.

11. Where you fail to attend a GP Video Consultation or onsite consultation, and have not provided adequate notice that you will not be attending, you will be charged the full consultation fee.

12. As a result of a GP Video Consultation, the consulting GP may require that you book an onsite consultation. In that event, you will be charged a consultation fee for the GP Video Consultation and whatever fee is payable for the onsite consultation. The same applies if you decide that an onsite consultation is required after having used the GP Video Consultation service.

13. Where the consulting GP is unable to attend the GP Video Consultation or onsite consultation, we will contact you to see if you are happy to see an alternative GP at a mutually agreed date and time, or we will offer to rebook your appointment with the same GP at a mutually agreed alternative date and time. If you wish to cancel your GP Video Consultation or onsite consultation due to the consulting GP’s unavailability, you will not be charged a consultation fee.

14. Where technical issues occur during a GP Video Consultation which prevent the consulting GP from properly carrying out the consultation, and the consulting GP is unable to make contact with you to complete the GP Video Consultation, you will be given a full refund of the consultation fee.

15. Where the consulting GP is forced to terminate a GP Video Consultation or onsite consultation due to your behaviour (for instance, you become hostile when the consulting GP does not agree to prescribe you with a requested medicine), you will have to pay the full consultation fee.

16. In some circumstances, where you have been unable to attend a GP Video Consultation or onsite consultation due to circumstances that are unforeseen or beyond your control, we may elect to refund you the consultation fee, or part of the consultation fee. Whether a refund is payable to you under these circumstances, will be determined by us in our discretion (acting reasonably) on a case by case basis.

17. Any refund payable to you will be paid into the same bank account from which you originally paid the consultation fee.

18. Refunds will only be made in accordance with this policy.

12. If you believe that you are entitled to a refund please contact us at info@thepainclinic.co.nz.