Last updated: 13 July 2026
This policy explains how appointments work on HelloDr. It should be read with our Cancellation & Rescheduling Policy, Refund Policy and No-Show Policy.
1. HelloDr's Role
HelloDr connects you with independent doctors and facilities. The doctor you book is responsible for the consultation and any advice, prescription or procedure. See our Medical Disclaimer.
2. Booking & Confirmation
- You choose the doctor, date, time and consultation type (clinic visit or online video).
- Online video appointments are confirmed once payment is completed. If payment is not completed within the time shown at checkout, the slot may be released.
- Clinic (in-person) appointments are confirmed once the clinic verifies availability; you may be asked to pay a booking amount or deposit where enabled.
3. Consultation Fees
Fees are set by the doctor and shown before you confirm. A doctor may charge different fees for clinic and video consultations and at different practice locations.
4. Online Video Consultations
- Video consultations take place through HelloDr at your scheduled time.
- Please join on time with a stable internet connection and a working camera and microphone.
- If the connection drops during your scheduled window, you may reconnect and continue.
- A short grace period of about 15 minutes may apply for minor lateness on either side, subject to the doctor's schedule.
5. Arriving Late or Missing an Appointment
If you arrive after the grace period or do not attend a confirmed, paid appointment, the No-Show Policy applies. To avoid charges, cancel or reschedule within the allowed window in the Cancellation & Rescheduling Policy.
6. Doctor Unavailability
If a doctor is unexpectedly unavailable, runs significantly late, or cannot see you (for example due to a medical emergency), we will help you reschedule to the earliest suitable slot, choose an alternative doctor, or receive a full refund of the amount you paid, in line with our Refund Policy.
7. Your Responsibilities
- Provide accurate information and share relevant history with the doctor.
- Attend on time or cancel/reschedule within the allowed window.
- Ensure your device and connection are ready for video consultations.
8. Prescriptions & Records
Any prescription, note or report from a consultation is issued at the doctor's professional discretion and stored securely in your account. HelloDr does not alter medical advice.
9. Changes to This Policy
We may update this policy; the version shown at the time of your booking applies.
10. Contact Us
Questions about an appointment? Visit Help Center or email [email protected].
