What happens if my doctor cancels or doesn't show up?

We know your time matters, and we take a doctor missing an appointment seriously. If a doctor can't see you as planned, you're protected and you won't be left out of pocket.

If the doctor reschedules or cancels

• You're notified immediately by the app and your registered contact details.
• You can accept a new time slot, or
• Request a full refund if you paid in advance — processed to your original payment method.

If the doctor doesn't join an online consult

For paid online appointments where the doctor doesn't show up, you're eligible for a full refund or a free rebooking. Wait a few minutes past the start time (doctors can occasionally run slightly late), then if no one joins, mark the issue from the appointment screen or contact us.

How to raise it

1. Open the appointment in your dashboard.
2. Note the appointment reference and the payment reference.
3. Contact live chat or submit a ticket with those references.

We'll verify what happened and resolve it quickly — usually a refund or a priority rebooking with the same or another doctor. Repeated no-shows by a provider also affect their standing on the platform, so reporting genuinely helps keep quality high. See also how refunds work.