Refund Policy
This policy explains when refunds may be available for online dermatology bookings, how requests are assessed, and typical payment return timelines.
1. Scope and purpose
This policy applies to consultation bookings made through website checkout, booking calendar, and linked payment workflows.
Its purpose is to set clear, fair expectations for cancellations, attendance, and refunds while protecting both patient access and clinician availability.
2. Refund windows
Refund review is based on the time between the request and the appointment start time, unless booking-specific terms state otherwise.
| Timing before appointment | Typical cancellation status | Refund guidance |
|---|---|---|
| More than 48 hours | Cancellation generally accepted. | Usually full refund to original payment method. |
| 24 to 48 hours | Cancellation accepted in most cases. | Full or partial refund based on booking/payment terms. |
| Less than 24 hours | Late cancellation review required. | Often non-refundable unless approved exception applies. |
| No-show / missed appointment | No attendance record completed. | Typically non-refundable; rebooking may require new payment. |
3. Non-refundable scenarios
- Missed appointments without approved exception.
- Late cancellation outside published window.
- Consultation already delivered as booked.
- Duplicate/accidental requests without payment record match.
This section is subject to mandatory legal rights that cannot be excluded under applicable law.
4. Exception review
Some cases may be reviewed individually where fairness or system events justify exception handling.
- Verified booking or payment system error.
- Clinician-side reschedule or provider cancellation.
- Documented urgent circumstances affecting attendance.
- Technical outage preventing appointment access.
5. How to request a refund
To reduce delays, submit requests from your support route with complete details:
- Booking reference and appointment date/time.
- Booking email address and payer name.
- Payment date, amount, and payment method (card/processor).
- Reason for refund request and supporting context.
6. Processing timelines
- Initial acknowledgement: typically within 1 to 2 business days.
- Decision and confirmation: normally within 3 to 5 business days.
- Bank/card settlement after approval: often 5 to 10 business days.
Actual card posting time depends on payment provider and issuing bank controls.
7. Fees and payment reversals
Where partial refunds apply, retained amounts may reflect administrative handling, booked clinical slot loss, or published late-cancellation terms.
Refunds are generally made to the original payment method. Alternative payout routes may require verification and may not be available in all cases.
8. Compliance and evidence
All refund decisions may be logged for audit, quality assurance, and dispute handling.
- Timestamps from booking, and payment events may be reviewed.
- Submitted evidence must be truthful and relevant.
- Fraudulent or abusive requests may be declined and escalated.
9. Complaints and disputes
If you disagree with an outcome, request internal review first through support with reference details.
If unresolved, follow the Complaints Policy for formal escalation.
10. Policy updates
We may update this policy to reflect regulatory requirements, booking system changes, or operational improvements. The latest version is published on this page.
For legal certainty, always review cancellation and refund terms shown at booking checkout and confirmation time.
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FAQs
This page explains key symptoms, likely clinical patterns, risk context, and safe next steps related to online dermatology care. It is designed to help patients understand what can usually be managed online and what needs escalation. It does not replace emergency in-person care when red-flag symptoms are present.
Book when symptoms are persistent, worsening, recurrent, or not responding to basic self-care. Early clinical review helps reduce delay-related complications and allows safer treatment decisions. You can start booking at https://onlinedermatologist.uk/book/.
Response times depend on dermatologist availability and case complexity, but many patients receive guidance promptly after review. Clear photos and complete history usually speed up decision-making. If treatment is appropriate, recommendations are provided with follow-up safety advice.
Prepare clear photos in good light, symptom start date, progression timeline, current medicines, allergies, and previous treatment response. Mention any chronic conditions, pregnancy status, or immune-risk factors where relevant. Better clinical input improves triage quality and treatment safety.
Many dermatology concerns can be triaged and managed online, but some cases need direct examination, dermoscopy, biopsy, or urgent referral. If online care is not clinically suitable, escalation advice is provided without delay. Safety-first escalation is part of routine clinical workflow.
If symptoms are severe, rapidly worsening, involve breathing issues, chest symptoms, neurological signs, or systemic illness, seek urgent in-person care immediately. Do not wait for routine online review in emergency situations. For non-urgent support use https://onlinedermatologist.uk/contact/.
A standard consultation is the right choice for most common non-urgent skin concerns and routine treatment planning. A specialist consultation is better suited to more persistent, complex, or higher-risk concerns that may benefit from a deeper review, more tailored guidance, and a more advanced assessment pathway. If you want extra reassurance for a more complicated concern, the specialist option is the stronger choice.