Last updated: 13 July 2026
This policy explains how to cancel or reschedule an appointment on HelloDr. Refunds are handled under our Refund Policy; missed appointments under our No-Show Policy.
1. The Cancellation Window
You may cancel or reschedule a confirmed appointment at least 2 hours before the scheduled start time at no charge. For example, for an 8:00 PM appointment, cancel or reschedule by 6:00 PM.
2. How to Cancel or Reschedule
Open the appointment in your HelloDr account and choose cancel or reschedule, or contact Help Center. Once a consultation has started, it cannot be cancelled for a refund.
3. Rescheduling
Rescheduling the same consultation to a new slot before the appointment time does not require a new payment, subject to the doctor's availability. If you rescheduled but cannot attend the new time, the standard window applies to that new time.
4. Late Cancellation (outside the window)
If you cancel later than the allowed window, a late-cancellation charge may be retained to compensate the doctor for the reserved time, and the remainder (if any) is refunded to your HelloDr wallet. The applicable amount is shown to you at the time and follows the Charges & Fees page.
5. Not Attending
If you neither attend nor cancel a confirmed, paid appointment, it is treated as a no-show under the No-Show Policy.
6. Cancellation by the Doctor
If the doctor cancels or is unavailable, you may reschedule, switch to another doctor, or receive a full refund under the Refund Policy.
7. Changes to This Policy
We may update this policy; the version shown at the time of your booking applies.
8. Contact Us
Need help cancelling or rescheduling? Visit Help Center or email [email protected].
