Cancellation policy

Your appointments and well-being are very important to us. We understand that sometimes unexpected delays may occur and adjustments to your appointment schedule are required. However, if you need to cancel your appointment, we respectfully request at least 24h notice.

Our goal is to provide quality health care to all our patients in a timely manner. We know your time is precious and so is ours. No shows or cancellation inconveniences will result in cancellation conditions as described below. Late arrivals will result in a shorter time for you with the doctor and your 45 minutes will not be prolonged.

Appointment cancellation by a patient

When you book your appointment, you are keeping a space in our calendar that is no longer available to our other patients. If for any reason you are unable to keep your scheduled appointment, it is very important that you contact us as soon as you find out that you will not be able to make the appointment.

If cancellation is necessary, we respectfully request that you contact us at least 24 hours in advance, as this will allow another patient access to that appointment time. Alternatively, you may request to reschedule your appointment up to 24h prior to the appointment. No refunds, credits or rescheduling will be offered later than 24h before the consultation appointment.

By booking a video consultation with Hidroxa Online, you agree that you have no right of cancellation for drop-in video consultations that are booked less than 24h before the consultation is to take place. In such cases, you are not entitled to a refund of the amount paid for the video consultation.

Please understand that when you forget, cancel, or change an appointment without adequate notice, we miss the opportunity to fill that appointment time, and patients on our waitlist miss the opportunity to receive services. It is mutually understood that if the cancellation is due to circumstances beyond our control, such as a power outage, unfortunate incident due to which you have to cancel an appointment, we will reschedule your existing appointment and charges will not be applied.

If you need to cancel or reschedule with short notice due to a medical situation, a written notice from your doctor is necessary to get a refund.

How to reschedule or cancel your appointment

If you change your mind after your appointment is confirmed, you can either reschedule or cancel your appointment. Should you need to cancel or reschedule your appointment later than 24 hours before the meeting and have a valid reason, please contact us by email [email protected] We will get back to you as soon as possible.

After booking, you will receive a confirmation email and will be able to do the following free of charge:

  • confirm your appointment from the link provided in the email;
  • reschedule/change/modify your appointment from your online patient account until 24 hours before the meeting;
  • cancel your appointment until 24 hours before the meeting;
  • respond back from your confirmation email with any changes or issues;

Late to your appointment?

Any late arrival will shorten your appointment time and will not be made up by running into the next patient’s scheduled appointment. Please note that it is your responsibility to remember the dates and times of your scheduled appointment to prevent any missed appointment that will result in a cancellation fee.

Late Cancellations/No-Shows

A cancellation is considered late when the appointment is canceled less than 24h before the appointed time. A no-show is when a patient misses an appointment without canceling. Any appointment missed, canceled late, or changed without 24 hours notice will result in a charge equal to 100% of the booked service amount.

Appointment Changes Made by Hidroxa

Hidroxa reserves the right to postpone or cancel an appointment, at any time, due to unforeseen circumstances. We strive to inform patients whether an appointment must be rescheduled or canceled at least two business days before or as soon as we know. If Hidroxa cancels an appointment, you will be given the option to reschedule up to 3 months from the original appointment date or be issued a credit or a refund.

Refund Policy

You can cancel your appointment by contacting the Hidroxa Customer Service through email [email protected] and receive a refund, under the following conditions:

– if you cancel 24h or more in advance of the online appointment at the scheduled time, you will receive a full refund
– if you cancel under 24h without prior notice, you will not be entitled to any refund and you will be charged 100% of the service cost