If you think you are having a medical emergency, contact your local emergency services or a healthcare provider immediately. Do not wait for a GetClinic message or a scheduled session. For anything medical that is not an emergency, contact your clinic. For anything about your booking, a payment, your account or the marketplace, contact GetClinic.
If there is an immediate risk
GetClinic is not an emergency medical service. Do not rely on it for urgent medical triage, emergency diagnosis, emergency treatment or a life-threatening condition, and do not use the complaints process for one.
If you believe there is an immediate risk to your health or safety, contact the clinic and the appropriate local emergency or regulatory authorities without waiting for any GetClinic process to run. That instruction is in the Consumer Complaints and Dispute Process itself. Wherever you are, find out the local emergency number before you travel and keep the clinic's own emergency contact with you.
Medical concerns go to your clinic
The clinic is responsible for diagnosis, medical suitability, treatment, informed consent, physician decisions, clinical outcomes, complications, aftercare and other healthcare matters. It holds your medical record, it knows what was done, and it is the only party able to give you a clinical answer. Contact it directly and as early as you can.
GetClinic will not tell you whether what you are experiencing is expected, whether it is serious, or how long you should wait before acting. We do not diagnose, determine clinical urgency or provide clinical aftercare, so any threshold we published would be worthless to you and unsafe. If you are worried, that is reason enough to contact the clinic, and if you cannot reach it and you are worried about your health, seek local medical care.
What GetClinic can do about a clinical complaint
We can help around the edges of a medical matter without being part of it. GetClinic may help transmit communications, preserve marketplace records, review whether marketplace rules were followed, or take marketplace action against a clinic where that is appropriate under our agreement with it.
What GetClinic does not do is determine whether medical malpractice occurred. We do not replace medical regulators, professional bodies, insurers, courts or other competent authorities, and helping with a commercial complaint does not make GetClinic the provider or the seller of the clinic's medical services.
Where to send everything else
Your rights through your card issuer, bank, payment service provider or card network are unaffected by any of this, and remain available to you.
Raising it with us
There is no fee to submit a complaint to GetClinic. It helps to include your name and account email, the booking or transaction reference, the clinic involved, a clear description of what happened, the relevant dates and the outcome you are asking for. Do not send medical information, full card numbers or passwords that the complaint does not actually need.
How to make a complaint, and what happens next explains the review process, the possible outcomes and how to escalate an unresolved matter. If the issue is about a moderation decision or content, see reporting illegal content, and appealing a decision.
This is general information about how GetClinic works, not medical advice. GetClinic is a technology marketplace; the clinic you choose provides your healthcare and is responsible for it, and only its qualified healthcare professionals can decide what treatment is right for you.