At Instacare Clinic, we strive to provide convenient and reliable virtual healthcare services to our valued patients. We understand that sometimes plans change, and you may need to cancel or reschedule your virtual consultation. Please read and familiarize yourself with our cancellation policy to ensure a smooth experience.

1. Cancellation within Six Hours of Booking:
If you need to cancel your appointment and do so at least six hours before your scheduled consultation time, you will be entitled to a full refund of the consultation fee, minus any applicable processing fees. The refund will be issued to the same method of payment used during the booking.

2. Late Cancellations and No-Show:
If you cancel your appointment within six hours of your scheduled consultation time or fail to attend your appointment (no-show), you will be charged the full consultation fee, and no refund will be provided.

3. Rescheduling Appointments:
Should you wish to reschedule your booking to an alternative time, you will need to cancel your appointment at least six hours before your scheduled consultation time and then re-book a new appointment.

4. Non-Attendance at Original Consultation:
If you do not attend your original virtual consultation and decide to book a new virtual consultation instead, you will be required to pay the full virtual consultation fee as applicable.

5. In-Person Referral During Virtual Consultation:
If, during your virtual consultation, an Instacare Doctor determines that an in-person visit is necessary, you will still be charged the full virtual consultation fee. The in-person consultation will be a new consultation for which you will need to pay the doctor directly.

6. Cancellation During Virtual Consultation:
If you change your mind and stop your virtual consultation during its course, you will still be charged the full virtual consultation fee.

7. Discontinuation by Instacare Doctor:
If, during your virtual consultation, an Instacare doctor decides to discontinue the provision of advice, prescribing, or delivery of medication, you will still be charged the full virtual consultation fee. However, you will not be charged any consultation fee in the event of a discontinuation due to an emergency.

8. Suspicious Requests or Misleading Information:
In cases where an Instacare doctor notices a suspicious request or misleading information provided for illegal gain, such as attempting to obtain controlled drug prescriptions illicitly, the patient will still be charged the full consultation fee. Furthermore, the patient will not be able to book any future appointments using our online booking system, and the incident will be reported to the relevant authorities.

9. Doctor Allocation and Follow-Ups:
Please note that you cannot select your preferred doctor or a specific doctor you consulted with previously due to logistical constraints. Appointments are allocated randomly based on the number of doctors available. However, in rare cases where a follow-up consultation is deemed necessary, we may attempt to connect you with the same doctor. In the event of a change of mind or a request to switch doctors, you will be charged the full fee for the consultation.

10. Doctor Unavailability:
In the rare event that an Instacare doctor is unavailable to attend a scheduled appointment, you will not be charged any consultation fee. If you still wish to consult with an Instacare doctor, you will need to make a new appointment.

11. Technical Failures:
In the event of technical failures that prevent the completion of a virtual consultation, your Instacare doctor will be required to complete the consultation over the telephone using the phone number you provided during booking. You will still be charged the full virtual consultation fee.

12. Refund Requests and Disputes:
If you believe you are entitled to a refund or have any disputes related to charges, payments, or refunds, please contact us at admin@instacare.co.nz. Our Service Delivery Manager will address any concerns and ensure a fair resolution.

Instacare Clinic is committed to providing quality virtual healthcare services, and this cancellation policy helps us maintain the highest level of service for all our patients. We appreciate your understanding and cooperation.

Effective Date: 7th January 2024