CANCELLATION & REFUND POLICY

1. GENERAL CANCELLATION POLICY

Appointment Cancellations & Rescheduling

• A minimum of 24 hours’ notice is required to cancel or reschedule any appointment.

• Cancellations made with less than 24 hours’ notice may incur a cancellation fee.

• Failure to attend an appointment without prior notice will be considered a Missed Appointment and will be charged at the full session rate.
  

Late Arrival Policy

• If a patient arrives more than 15 minutes late, the session may be shortened or rescheduled.

• The full session fee may still apply regardless of session length.

  2. Refunds for One-Time Services

• Payments for services already provided are strictly non-refundable.

• If payment has been made in advance and the appointment is cancelled with proper notice (24 hours), the amount may be:

  • Refunded, OR

  • Credited toward a future appointment.

Non-Refundable Situations

No refund will be issued if:

• The patient fails to attend

• Cancellation is made within less than 24 hours

• The session has already been completed

3. SUBSCRIPTION & PACKAGE SERVICES

Synthesis Clinic offers subscription-based care plans and prepaid treatment packages.

Examples include:

• Monthly physiotherapy plans

• Multidisciplinary rehabilitation packages

• Chronic condition management plans

• Wellness and preventive care programs

Subscription Policy

a) Activation of Subscriptions

• A subscription is considered active from the date of first session or first scheduled appointment.

• By subscribing, you agree to the terms of scheduled recurring sessions.
  

b) Refunds on Subscriptions

Once a subscription has started, it is non-refundable.

• Refunds are only considered for:

  • Unused services

  • Exceptional medical circumstances (with valid documentation)

c) Unused Sessions

Unused sessions within an active subscription:

• Are not automatically refundable

• May be carried forward only with management approval

• Must be utilized within the subscription validity period
  

d) Early Termination

If a patient wishes to cancel a subscription before completion:

• Refunds will only apply to unused sessions.

• An administrative fee may be deducted

• Any discounts applied to the package will be recalculated at standard session rates
  

4. SERVICE-SPECIFIC POLICIES

A. ON-SITE (IN-CLINIC) VISITS

Cancellations

• Standard 24-hour cancellation policy applies.

Refunds

• No refunds after service has been delivered.

• Prepaid clinic appointments can be rescheduled with adequate notice.
  

Missed Appointments

Considered chargeable at full rate.

B. HOME VISIT SERVICES

Booking Conditions

• Home visits must be confirmed in advance with full details of location.

• Additional travel fees may apply depending on distance.
  
  

Cancellation Policy

Minimum 24 hours’ notice required

Cancellations made on the same day may be charged:

• Full session fee

• Plus applicable travel charges
  

Refunds

Once a therapist has already traveled to the location, the session is considered delivered and non-refundable.

Rescheduling

Rescheduling is allowed with proper notice, subject to availability.

C. TELEHEALTH / ONLINE CONSULTATIONS

Booking & Payment

• Payment is required in advance to confirm telehealth appointments.

Cancellation Policy

• 24-hour cancellation notice required

• Late cancellations are non-refundable
  

Technical Issues

If technical difficulties arise from the clinic’s side, the session will be:

• Rescheduled at no extra cost

• Or refunded if rescheduling is not possible

If issues arise from the patient’s side (internet problems, late login), the session will be considered delivered and chargeable.

5. EXCEPTIONAL CIRCUMSTANCES

Refunds or cancellation charges may be waived in cases such as:

• Hospitalization

• Medical emergencies

• Serious illness

These requests must be supported by valid documentation and will be reviewed on a case-by-case basis.

6. PAYMENT METHODS

Refunds (when applicable) will be processed using the original payment method:

• Bank transfer

• Card payment reversal

• Credit applied to patient account

Processing may take 5–10 working days.

7. ADMINISTRATIVE FEES

Any approved refund may be subject to:

• Processing fees

• Administrative charges

• Recalculation of discounted package rates

8. HOW TO REQUEST A CANCELLATION OR REFUND

All requests must be made:

• In writing via email: admin@synthesisclinic.org

• Or by calling: 00 230 5xxx xxxx

FINAL NOTE

By booking an appointment or subscribing to services at Synthesis Clinic, you acknowledge that you have read, understood, and agreed to this Cancellation & Refund Policy.