GetClinic Refund & Cancellation Policy

Minimum Patient Cancellation Schedule

This schedule states GetClinic's minimum Patient cancellation protection for a Clinic Booking Deposit relating to Treatment. A cancellation recorded at least 72 hours before the scheduled Treatment start time qualifies for a 100% refund of the unused Clinic Booking Deposit. If cancellation is recorded less than 72 hours before the scheduled start time but before Treatment begins, the Clinic may apply a Clinic Cancellation Charge only if it was clearly disclosed before payment, is lawful, is reasonable and proportionate to genuine non-recoverable costs or loss caused by the late cancellation, and does not exceed the Clinic Booking Deposit. Any remaining Deposit balance is refunded. A Clinic Offer, Booking confirmation, checkout disclosure or other transaction-specific term may provide more favorable Patient rights, but may not reduce these minimum protections.

Timing rule: the 72-hour period is measured backward from the scheduled Treatment start time in the local time of the Participating Facility where Treatment is scheduled. Cancellation recorded exactly 72 hours before that scheduled start, or earlier, qualifies for the full unused-Deposit refund. Cancellation less than 72 hours before the scheduled start time is a late cancellation, not a no-show, if it is recorded before Treatment is scheduled to begin. Once Treatment has begun, the Clinic Booking Deposit is credited against the Clinic Treatment Price. If the Patient does not cancel before the scheduled start time and does not attend, the disclosed no-show rules may apply, subject to mandatory law.

1. Purpose and relationship to other GetClinic terms

This Refund & Cancellation Policy ("Policy") applies to Patients using GetClinic and governs cancellation, refund, partial-refund, no-show, and related payment treatment for Bookings and Clinic-related payments made through or facilitated by the GetClinic marketplace.

This Policy must be read together with the GetClinic Patient Marketplace Terms of Service ("Patient Terms"), the GetClinic Booking & Deposit Terms ("Booking Terms"), the applicable Clinic Offer and Booking confirmation, and transaction-specific checkout disclosures.

For GetClinic marketplace and payment mechanics, the Booking Terms control over this Policy where they contain a more specific rule, except that no Clinic Offer, Booking confirmation, checkout disclosure, Clinic policy or transaction-specific commercial term may reduce the minimum protections in this Policy: a 100% refund of the unused Clinic Booking Deposit for cancellation at least 72 hours before the scheduled Treatment start time, and the limits stated here on any Clinic Cancellation Charge for a late cancellation inside 72 hours. More favorable Patient rights apply. Mandatory law prevails in every case.

Nothing in this Policy makes GetClinic the healthcare provider or a party responsible for the Clinic’s medical diagnosis, Treatment, clinical outcome, or medical suitability decision.

2. Defined terms

Booking. A reservation, appointment, consultation, or Treatment booking requested, created, provisionally held, or confirmed through GetClinic.

Clinic. The independent healthcare provider selected by the Patient.

Participating Facility. The hospital, clinic, medical center, or other healthcare facility/location identified in the Booking as the place where the booked Treatment is scheduled to begin.

Clinic Booking Deposit. An amount independently determined, required, or approved by the selected Clinic and paid through an approved Collection Route to secure a Booking. If the booked Treatment proceeds, it is credited in full against the applicable Clinic Treatment Price. It is fully refundable while Clinic acceptance is pending and for a qualifying cancellation at least 72 hours before the scheduled Treatment start time.

Clinic Charge. A separately disclosed amount charged by the Clinic that is not a Clinic Booking Deposit, including a Clinic Consultation Charge, Clinic Cancellation Charge, Clinic No-Show Charge, or another lawful Clinic charge disclosed before payment.

Clinic Consultation Charge. A separately disclosed amount charged by the Clinic for a consultation provided by the Clinic or its healthcare professional.

Clinic Cancellation Charge. A separately disclosed lawful amount charged by the Clinic following Patient cancellation in circumstances where a cancellation charge is permitted, including cancellation less than 72 hours before the scheduled Treatment start time. Where applied from a Clinic Booking Deposit, it must have been disclosed before payment, must not exceed the Clinic Booking Deposit, must be reasonable and proportionate to genuine non-recoverable costs or loss caused by the late cancellation, and must be separately identified from any remaining Deposit and other Clinic Charges, subject to mandatory law.

Clinic No-Show Charge. A separately disclosed lawful amount charged by the Clinic following an avoidable Patient no-show. Where applied from a Clinic Booking Deposit, it must have been disclosed before payment, must not exceed the Clinic Booking Deposit, must be reasonable and proportionate to genuine non-recoverable costs or loss caused by the no-show, and must be separately identified from any remaining Deposit and other Clinic Charges, subject to mandatory law.

Clinic Offer. A quotation, proposed Treatment plan, booking offer, estimated Treatment Price, or other commercial or medical proposal issued or approved by a Clinic.

Clinic Treatment Price. The amount charged by the Clinic for Treatment.

Collection Route. The payment route identified at checkout for a Clinic-related Patient payment. A Clinic Booking Deposit may use only an approved Collection Route through which GetClinic or the applicable payment service provider is authorized and technically able to initiate or facilitate required refunds. Other Clinic-related amounts may use direct Clinic collection, Clinic-designated payment service provider collection, marketplace payment infrastructure, or another disclosed lawful route as permitted.

Payment Beneficiary / Payee. The Clinic or other person identified before payment as the beneficiary or payee of the Clinic-related Patient payment.

Payment Processor. The regulated payment service provider technically processing the relevant payment.

Medical Approval Status. The Clinic’s current medical-review status for a proposed Treatment: Pending Review, Conditionally Approved, Approved, or Not Approved.

Treatment. Healthcare, medical, dental, surgical, diagnostic, consultation, or related healthcare services offered by a Clinic.

3. GetClinic marketplace role and payment characterization

GetClinic provides marketplace, booking, communication, and payment-interface technology. The selected Clinic provides healthcare and remains responsible for medical suitability, Treatment, Clinic Treatment Price, and clinical decisions.

A Clinic Booking Deposit is a Clinic-related payment. It does not become a GetClinic marketplace-access fee, software fee, or GetClinic revenue merely because GetClinic technology or a GetClinic-supported payment interface is used.

GetClinic does not separately charge Patients for access to the GetClinic Patient marketplace under the Booking Terms. If GetClinic later offers a genuinely separate Patient-facing service for a fee, that service and its refund rules must be separately disclosed and accepted.

4. Checkout disclosure and binding cancellation terms

Before a Clinic-related payment, GetClinic will identify, as applicable, the selected Clinic, Treatment or service, Clinic Treatment Price or estimate, Clinic Booking Deposit, Booking status, Medical Approval Status, Payment Beneficiary or Payee, Payment Processor, Collection Route, Payment Effect, and the applicable cancellation, refund, and no-show terms.

For a Treatment Booking, the minimum cancellation protection accepted as part of the transaction is: (a) a 100% refund of the unused Clinic Booking Deposit for cancellation recorded at least 72 hours before the scheduled Treatment start time; and (b) for cancellation less than 72 hours before the scheduled start time but before Treatment begins, any Clinic Cancellation Charge must have been clearly disclosed before payment, be lawful, be reasonable and proportionate to genuine non-recoverable costs or loss caused by the late cancellation, and not exceed the Clinic Booking Deposit. Any remaining Deposit balance is refunded. Transaction-specific terms may add or improve Patient rights but may not reduce these minimum protections.

A generic Clinic policy, later-issued document, clinical consent form, or other term does not silently replace or reduce this cancellation protection. Any later commercial change that affects the Patient must be expressly agreed where lawful, and no such change may retroactively reduce a refund right already attached to the Booking.

5. Pending medical review and pending Clinic acceptance

A Clinic may require a refundable Clinic Booking Deposit while Medical Approval Status is Pending Review only where there is a provisional Booking, the Clinic has issued or approved a provisional Clinic Offer, and the Clinic independently requires or approves the Deposit.

While Clinic acceptance remains pending, the Clinic Booking Deposit is fully refundable. Payment during Pending Review does not mean the Clinic has medically approved Treatment, a doctor has made a final clinical decision, or Treatment is guaranteed. If Clinic acceptance first occurs less than 72 hours before the scheduled Treatment start time, the Deposit remains fully refundable until the Patient affirmatively confirms the accepted Booking after receiving the final material Booking and cancellation terms.

If the Booking is cancelled or the Clinic does not accept the Booking while acceptance is still pending, the Clinic Booking Deposit must be refunded in full, subject to mandatory law. A separately disclosed Clinic Consultation Charge is handled independently.

6. If Treatment proceeds

If the Clinic accepts the Treatment Booking and the booked Treatment proceeds, 100% of the Clinic Booking Deposit is credited against the Clinic Treatment Price and reduces the Clinic Treatment Balance.

The Deposit is not an additional Patient charge on top of the Clinic Treatment Price unless a separate Clinic Charge was clearly disclosed as such before payment.

7. Medical rejection before Treatment

If, before the booked Treatment is provided, the Clinic determines that the Patient cannot safely or appropriately receive the proposed Treatment, any unused Clinic Booking Deposit must be refunded in full, subject to mandatory law.

A separately disclosed and lawfully charged Clinic Consultation Charge is independent from the Clinic Booking Deposit. It may remain payable only if the consultation was actually provided, the charge was disclosed before payment, and retention is lawful.

GetClinic will not classify a medically unsuitable Patient as having successfully received the booked Treatment and will not convert an unused Clinic Booking Deposit into GetClinic revenue.

8. Clinic cancellation before Treatment

If the Clinic cancels the booked Treatment before providing the Treatment to which the Clinic Booking Deposit relates, any unused Clinic Booking Deposit must be refunded in full.

The Patient may voluntarily choose instead a new date, replacement Treatment, rebooking, or another lawful arrangement. Any alternative must be voluntary and should be recorded in the Booking history.

A Clinic’s inability or refusal to provide Treatment does not convert a Clinic Booking Deposit into GetClinic revenue.

9. Voluntary Patient cancellation before Treatment

If the Patient voluntarily cancels a Treatment Booking at least 72 hours before the scheduled Treatment start time, 100% of the unused Clinic Booking Deposit must be refunded. The 72-hour period is measured backward from the scheduled Treatment start time in the local time of the Participating Facility where Treatment is scheduled. Cancellation recorded exactly 72 hours before that scheduled start qualifies for the full-refund tier.

If the Patient cancels less than 72 hours before the scheduled Treatment start time but before Treatment begins, the Clinic may apply a Clinic Cancellation Charge only if the charge was clearly disclosed before payment, is lawful, is reasonable and proportionate to genuine non-recoverable costs or loss caused by the late cancellation, and does not exceed the Clinic Booking Deposit. Any remaining Deposit balance must be refunded. A separately disclosed Clinic Consultation Charge for a consultation actually provided is independent and may remain payable where lawful.

If the Patient cancels only after Treatment has begun, the Clinic Booking Deposit is no longer handled as an unused pre-Treatment Deposit; it is credited against the Clinic Treatment Price as provided in this Policy and the Booking Terms. Any right to a refund for Treatment or other services not provided after Treatment has begun is governed by the applicable Treatment agreement, transaction terms, and mandatory law.

10. No-show

A Patient is not treated as a no-show if a cancellation is recorded before the scheduled Treatment begins. A cancellation inside the 72-hour window is a late cancellation and is governed by Section 9. A Clinic may apply a no-show policy only where the Patient did not cancel before the scheduled start time, failed to attend as scheduled, and the applicable no-show terms were clearly disclosed before the Booking and are lawful.

If part of a Clinic Booking Deposit may lawfully be retained after an avoidable no-show, the retained amount must be recorded as a Clinic No-Show Charge, must not exceed the Clinic Booking Deposit, must be reasonable and proportionate to genuine non-recoverable costs or loss caused by the no-show, and any balance not lawfully retained must be refunded.

GetClinic does not guarantee that a Clinic Booking Deposit remains refundable after an avoidable no-show occurring after the scheduled Treatment start time, except to the extent required by the disclosed no-show terms, this Policy, or mandatory law.

11. Clinic consultations

A Clinic Consultation Charge is separate from a Clinic Booking Deposit and must be disclosed separately before payment.

If a paid consultation has already been provided, the Clinic Consultation Charge is generally not refundable unless the transaction-specific terms or mandatory law require otherwise.

If the Clinic cancels a paid consultation before providing it, the applicable Clinic Consultation Charge must be refunded unless the Patient voluntarily accepts rescheduling or another lawful alternative.

If the Patient cancels a paid consultation at least 72 hours before its scheduled start time, 100% of the Clinic Consultation Charge must be refunded. The 72-hour period is measured backward from the scheduled consultation start time in the local time of the Clinic providing it. Cancellation recorded exactly 72 hours before that scheduled start qualifies for the full-refund tier. This minimum may not be reduced by any consultation-specific term.

If the Patient cancels less than 72 hours before the scheduled consultation start time, or does not attend, the consultation-specific cancellation or no-show terms disclosed before payment govern, subject to mandatory law. Where no such terms were disclosed to the Patient before payment, 100% of the Clinic Consultation Charge must be refunded.

12. Material changes by the Clinic

A Patient may have cancellation, rebooking, or refund rights where the Clinic materially changes the Treatment scope, Treatment Price, physician where material to the Booking, an essential included service, a material Treatment date, Treatment location, or another material Booking term.

The applicable Clinic Offer, Booking Terms, this Policy, transaction-specific disclosures, and mandatory law determine the result. GetClinic will not treat a Patient as a no-show merely because the Patient declined a material commercial change that the Patient did not agree to.

13. Rescheduling

The Patient may request rescheduling instead of cancellation. Rescheduling is subject to Clinic availability and medical suitability. If the request is made at least 72 hours before the scheduled Treatment start time, the Patient may choose to keep the unused Clinic Booking Deposit applied to the rescheduled Booking or cancel and receive the Deposit back in full. If the request is made less than 72 hours before the scheduled start time, the Clinic may voluntarily allow the Deposit to transfer to the new date; if the request is instead treated as a cancellation, the late-cancellation rules in Section 9 apply.

GetClinic does not charge a Patient marketplace rescheduling fee under this Policy. If a rescheduled Treatment has a different Treatment Price, scope, date, physician, or other material commercial term, the revised terms must be disclosed and accepted before they bind the Patient.

If the Clinic requests the rescheduling, the Patient may accept the new date voluntarily or request a full refund of the unused Clinic Booking Deposit regardless of the 72-hour window.

14. Force majeure and events outside reasonable control

A Booking may be affected by events outside reasonable control, including natural disasters, severe weather, epidemic or pandemic restrictions, war, terrorism, civil unrest, border closures, government action, transportation shutdowns, infrastructure failures, or similar events.

If the booked Treatment has not begun, the ordinary cancellation rules in this Policy apply. A cancellation recorded at least 72 hours before the scheduled Treatment start time receives a 100% refund of the unused Clinic Booking Deposit. If an event outside reasonable control first prevents performance or travel inside the 72-hour window, the Patient should contact GetClinic promptly; GetClinic will facilitate a good-faith review with the Clinic of any Clinic Cancellation Charge, including whether it should be waived or reduced in light of genuine non-recoverable costs, applicable insurance and mandatory law. The Patient may instead voluntarily choose rescheduling or another lawful arrangement.

This section does not make GetClinic responsible for independently purchased flights, hotels, visas, insurance, transportation, lost income, or other third-party travel costs.

15. Death, serious illness, hospitalization and exceptional circumstances

If death, serious illness, hospitalization, bereavement, an accident, a family emergency, or another exceptional circumstance prevents the Patient from proceeding with Treatment, the Patient or an authorized representative should contact GetClinic as soon as reasonably possible.

Where cancellation occurs at least 72 hours before the scheduled Treatment start time, the ordinary 100% unused-Deposit refund rule applies and no special proof is required merely to obtain that protected refund. If an exceptional circumstance prevents timely cancellation and the request is made inside the 72-hour window or after a no-show, GetClinic may request reasonable supporting information and will facilitate a good-faith review with the Clinic of any applicable Clinic Cancellation Charge or Clinic No-Show Charge, including whether the charge should be waived or reduced.

Nothing in this section limits any more favorable right under mandatory law or applicable insurance.

16. Minors and authorized representatives

Where a Booking is made for a minor or for a Patient who is legally represented by another person, cancellation, rescheduling, or refund instructions may be submitted by the parent, guardian, or other person legally authorized to act for the Patient, subject to reasonable verification.

A refund remains subject to the same Collection Route and refund-method rules that apply to the original transaction. GetClinic may request evidence of authority where reasonably necessary to protect the Patient and prevent fraud.

17. Who sends the refund: Collection Route rules

Clinic Booking Deposit route. A Clinic Booking Deposit may be collected only through an approved Collection Route where GetClinic or the applicable payment service provider is authorized and technically able to initiate or facilitate required refunds. When a Deposit refund is due, GetClinic will initiate or facilitate that refund through the applicable payment infrastructure.

Direct Clinic collection for other amounts. The Clinic Treatment Balance or another permitted Clinic-related amount may be paid directly to the Clinic where disclosed. If a refund of such a direct payment is due, the Clinic is responsible for sending it. GetClinic may facilitate communications, maintain records and take marketplace enforcement action, but GetClinic cannot return funds it never received or controlled.

Clinic-designated payment service provider. A Clinic-designated payment provider may be used for a Clinic Booking Deposit only where it is integrated or otherwise approved so that required Deposit refunds can be initiated or facilitated through the payment infrastructure. For other permitted Clinic-related payments, the provider’s lawful refund process applies.

The checkout disclosure identifies the Collection Route for the transaction. If an approved refundable Collection Route is unavailable, GetClinic may disable payment of a Clinic Booking Deposit. A Clinic should not request a GetClinic Booking Deposit through an off-platform direct-payment route.

18. Payment Effect and refund characterization

Where legally permitted and authorized, successful payment of a Clinic-related amount through the Collection Route identified at checkout satisfies the corresponding portion of the Patient’s payment obligation to the Clinic stated at checkout.

A later cancellation, refund, partial refund, or payment dispute does not by itself change the original Payment Beneficiary or turn a Clinic Booking Deposit or Clinic Charge into revenue for GetClinic.

Where part of a Clinic Booking Deposit is lawfully retained following a late Patient cancellation inside 72 hours or an avoidable no-show, the retained amount must be reclassified in the transaction record as the applicable Clinic Cancellation Charge or Clinic No-Show Charge rather than remaining characterized as an unused Treatment Deposit.

19. Refund method, partial refunds, and timing

Refunds will generally be returned through the original payment route where feasible. Another lawful route may be required where the original method is closed, the Payment Processor cannot return the funds through the original route, financial regulation requires another method, or a reasonable technical limitation exists.

Where only part of a Clinic-related amount is refundable, including a late cancellation or no-show, the transaction record should identify the original amount, any retained Clinic Charge, the amount refunded, and the applicable refund reason or category. For cancellation at least 72 hours before the scheduled Treatment start time, the unused Clinic Booking Deposit is not partially refundable: it is refunded 100%.

Where GetClinic is responsible for initiating or facilitating a refund, it will do so without unreasonable delay after the refund entitlement and required transaction information are established. The time for the refunded amount to appear in the Patient’s account may additionally depend on the Clinic, Payment Processor, card network, bank, fraud review, currency conversion, and applicable law.

GetClinic cannot guarantee the posting time of a bank, card issuer, card network, or third-party Payment Processor after a refund has been properly submitted.

20. Currency conversion and bank charges

If the Patient paid in a currency different from the Patient’s card or bank-account currency, the amount that appears after a refund may differ because of exchange-rate movements or conversion applied by the Patient’s bank, card network, or Payment Processor.

Currency-conversion fees, foreign-transaction fees, card-network fees, and bank fees independently imposed by the Patient’s financial institution are not Clinic Booking Deposits and are not GetClinic revenue. GetClinic does not promise to reimburse independently imposed third-party financial charges except where applicable law requires otherwise.

21. Duplicate, incorrect, reversed, or unauthorized payments

If a duplicate payment, incorrect payment amount, payment after cancellation, or another payment-processing error is confirmed, the incorrect amount will be corrected or refunded through the applicable Collection Route as appropriate.

If the Patient believes a payment method was used without authorization, the Patient should promptly notify the bank or card issuer and GetClinic payment support. GetClinic may request information reasonably necessary to investigate the transaction and protect the Patient account.

A failed, declined, expired, reversed, or unauthenticated payment is not treated as successfully paid merely because a payment attempt was submitted.

22. Travel and other independently purchased services

GetClinic does not sell or organize flights, accommodation, visas, travel insurance, or other travel services as part of a Clinic Treatment Booking.

Independently purchased flights, hotels, transportation, visas, insurance, meals, companion expenses, lost income, and similar costs are not refundable by GetClinic merely because a Treatment Booking is cancelled.

Where a Clinic or another identified third party separately offers health-tourism logistics, that Clinic or identified provider is responsible for those services and its applicable terms. GetClinic’s marketplace display or communication tools do not make GetClinic the supplier of those travel or logistics services.

23. Card disputes and chargebacks

Nothing in this Policy removes legitimate rights a Patient may have through a card issuer, bank, Payment Processor, card-network rules, or mandatory law.

Patients are encouraged, where practical, to contact [email protected] first so that a payment or refund issue can be investigated and potentially resolved quickly.

A Patient must not knowingly submit a false, fraudulent, misleading, or duplicate payment dispute. GetClinic or the applicable Clinic may provide relevant transaction records to a bank, card issuer, Payment Processor, or dispute-resolution system where lawful and reasonably necessary to respond to a dispute.

24. Mandatory consumer and healthcare rights

Nothing in this Policy excludes, restricts, or waives any refund, cancellation, withdrawal, payment-dispute, unfair-contract-term, healthcare, or other Patient right that applicable law does not permit the Patient to waive.

Patients and Clinics may be located in different countries. The applicable mandatory rules may therefore vary depending on the Patient country, Clinic country, nature of the healthcare service, Collection Route, and other transaction circumstances.

If applicable mandatory law gives the Patient a more favorable right than this Policy or the transaction-specific cancellation schedule, the mandatory legal right prevails.

25. Booking and refund records

GetClinic may maintain Booking confirmations, payment confirmations, cancellation records, refund requests, refund confirmations, transaction status, accepted policy versions, and other evidence reasonably necessary to operate the marketplace, resolve disputes, and comply with law.

Where lawful and operationally available, the Patient account or GetClinic support communications may show the original amount, retained Clinic Charge where applicable, refund amount, refund status, and transaction reference.

These marketplace and payment records do not make GetClinic the supplier or seller of the Clinic’s healthcare.

26. Updates and existing Bookings

GetClinic may update this Policy to reflect changes to GetClinic Services, payment or Booking functionality, regulatory requirements, security requirements, marketplace operations, or other legitimate operational needs. Each updated version will identify a version number and effective date.

Updates generally apply prospectively. A later Policy version will not retroactively reduce cancellation or refund rights already applicable to a confirmed Booking, paid transaction, accepted Clinic Offer, or accrued mandatory consumer right, except where a change is required by law or expressly accepted by the Patient where lawful.

The Policy version and transaction-specific cancellation terms accepted for a Booking may be retained as part of the transaction record.

27. Contact GetClinic

GetClinic, Inc.
74 E Glenwood Ave, Unit #5895
Smyrna, DE 19977
United States

General support: [email protected]

Payments and refunds: [email protected]

Legal notices: [email protected]

Website: GetClinic.com

For medical questions, diagnosis, Treatment decisions, complications, clinical records, or aftercare, contact the selected Clinic directly.

Final booking statement

Before paying a Clinic-related amount, review the Clinic, Treatment or service, Clinic Treatment Price, Clinic Booking Deposit, Booking status, Medical Approval Status, Payment Beneficiary, Payment Processor, Collection Route, Payment Effect, and the cancellation/refund/no-show terms shown for that specific transaction.

For a Treatment Booking, the unused Clinic Booking Deposit is 100% refundable if you cancel at least 72 hours before the scheduled Treatment start time. If you cancel inside 72 hours but before Treatment begins, only a disclosed lawful and proportionate Clinic Cancellation Charge may be retained, and any remaining Deposit balance is refunded.

Clinic Booking Deposits are paid only through an approved refundable Collection Route displayed by GetClinic.