Cancellation & Refund Policy

We understand that plans change. This policy sets out the conditions under which cancellations, rescheduling, and refunds are processed for all HealthHalo consultation types — telemedicine, home visit, and follow-up.

Refunds are calculated based on how far in advance you cancel relative to your scheduled appointment time (South African Standard Time).

All times are calculated in South African Standard Time (SAST, UTC+2). Refunds are returned to the original payment method (card, EFT, or medical aid).

• Each booking may be rescheduled up to 2 times at no additional charge.
• Rescheduling requests must be made at least 48 hours before the original appointment time.
• A third reschedule request will be treated as a cancellation and the refund schedule above will apply.

For consultations claimed through a medical aid scheme, refunds (if applicable) are processed in accordance with your scheme's rules and via Healthbridge. Please allow additional processing time for scheme-related refunds. Co-payment charges remain non-refundable once a consultation has commenced.

In the rare event that a HealthHalo doctor needs to cancel your appointment, you will receive a full refund regardless of timing, plus priority rescheduling at no additional charge. You will be notified immediately via email and SMS.

To cancel or reschedule your appointment, please contact us through any of the following channels: