Inclura Health – Appointments, Cancellations and Refunds Policy

1. Arriving late to an appointment

If you have booked an appointment with us, you may still join your consultation up to 15 minutes after its scheduled start time. Beyond that point, the appointment will be treated as missed. For example, for a one-hour appointment booked for 2:00pm, you may join at any time up to 2:15pm, but not afterwards.

2. Cancelling or rescheduling an appointment

You can cancel a booking through our online booking system, or by contacting us by email or telephone. The following charges apply, based on how much notice you give us:

• Seven days’ notice or more: you will receive a full refund.
• Between two and seven days’ notice: a cancellation charge of 50% of the invoice total applies.
• Less than 48 hours’ notice: the full invoice amount remains payable.

A cancellation is only complete once you receive a confirmation email from Inclura Health. If you do not receive this confirmation, please try again or contact our team directly, as your appointment may still be active. Inclura Health cannot accept responsibility for any charges, losses or expenses that arise because a cancellation was not properly completed. If an appointment is not correctly cancelled, the cancellation charges above (or the full appointment fee) may apply, at Inclura Health’s discretion.

3. Missed appointments

An appointment is considered missed if either you or your clinician has not joined the consultation by its published start time (allowing for the 15-minute late-arrival window described above).

• If you miss your appointment, the cancellation charges in section 2 apply.
• If your clinician does not attend your appointment on time, we will refund the appointment fee in full.

4. Disrupted consultations

If Inclura Health determines, at its sole discretion, that your consultation was disrupted through no fault of your own — for example, because our booking or consultation platform was unavailable at the time of your appointment, or because your clinician ended the session at your request due to a personal connection with you — we will refund the appointment.

If you believe you are entitled to a refund, please contact us as soon as possible with the details of the consultation and a written description of the issue.

5. When refunds are not provided

We do not offer refunds in circumstances where Inclura Health is not at fault. Examples include (this list is illustrative, not exhaustive):

• Your consultation was disrupted as a result of your own actions, as determined solely by us. Where appropriate, a refund may still be offered at our discretion.
• You missed a booked appointment, as determined solely by us. In this case, the cancellation charges in section 2 apply.
• Your consultation took longer to begin than the waiting time published on our platform.
• You did not use the full duration of an appointment that you started.

6. Circumstances beyond our control

Inclura Health, and its officers, employees and agents, will not be liable where the delivery of our services is delayed or prevented by events outside our reasonable control. If this happens, we will contact you as soon as possible and take reasonable steps to reduce the impact. If a substantial delay is likely, you may contact us to cancel any booked services and receive a refund for services you have paid for but not yet received.

7. Termination of our agreement with you

We may end our agreement with you if:

• We are unable to provide our services for reasons beyond our control;
• Fees or charges remain unpaid, and you still have not paid within 14 days of us reminding you that payment is overdue;
• You do not provide, within a reasonable time of being asked, information we need in order to deliver our services (such as valid contact details); or
• You breach these terms, as determined by Inclura Health.

If you breach these terms, you must compensate us for the reasonable net costs we incur as a result. We may deduct such compensation from any refund owed to you, or charge you directly. We will notify you of any termination using the contact email address you have provided.

8. Other limitations of our services

We cannot guarantee that any particular clinician will be available at a specific time. We will always aim to arrange your consultation as promptly as possible, but appointment times cannot be guaranteed.

Clinicians exercise their own independent professional judgement, and different clinicians may reasonably reach different clinical opinions about the same condition or symptoms. Provided each opinion is reasonably held, a difference of opinion between clinicians does not mean the service was defective.

Inclura Health does not tolerate abusive or offensive behaviour towards our clinicians or staff.