WhatsApp based Tele-Medicine / Consult System
Appointment Cancellation Policies
Patient – No Show (PNS)
Is defined as, any instance where a Patient / User, who booked an appointment through UpHealth’s WhatsApp based Book Appointment option, has not turned up for the appointment WITHOUT cancelling, rescheduling, or informing the Doctor in advance about the same.
When the Doctor informs UpHealth of the incident or tags a particular appointment as PNS, an email will be sent to the Patient / User to confirm on the incident with reasons. Where the Patient / User is not able to establish that he / she had a legitimate reason for not showing up, UpHealth shall be entitled to take actions that could include forfeit of the entire booking fee paid or charging a cancellation fee. However, Patients / Users understand that, actions such as these are included as a deterrent to stop Patients / Users from misusing the service, and the loss of business hours / opportunity costs incurred by the Doctor.
Where the Patient / User has booked a paid online appointment and is unable to show up for the video consult with the Doctor, due to such genuine reasons of sickness etc. at the sole discretion of UpHealth, pursuant to conducting of investigation, the Patient / User shall be provided with a full refund of such payment made by Patient / User, at the time of booking of appointment. However, where cancellation charges have been levied, you would not be entitled to complete refund.
Doctor – No Show (DNS)
In the event that, the Doctor with whom the Patient / User had booked a paid appointment via UpHealth’s WhatsApp based Book Appointment option, has not been able to meet the Patient / User and has failed to give upfront notice regarding the same, the Patient / User will need to write to UpHealth at firstname.lastname@example.org within five (5) days from the occurrence of such event; in which case, the entire consultation fee as mentioned on the Website will be refunded to the Patient / User within the next five (5) to six (6) business days in the original mode of payment done by the Patient / User while booking.
Patient or Doctor cancels appointment with notice
In the event that either the Patient / User or the Doctor needs to cancel the appointment already paid for, and are able to provide upfront intimation to the other party regarding this, UpHealth will refund the entire consultation fee as mentioned on the Website to the Patient / User within the next five (5) to six (6) business days in the original mode of payment done by the Patient / User while booking.