How are refunds handled for cancelled pre-paid appointments?

Overview

If a patient cancels a pre-paid consultation, the refund is processed based on the transaction status. Patients can track the refund through the Recent Transactions section on the Doctors appointment page, ensuring full transparency on payment and refund status.

How the Refund Process Works

1. Pre-paid Appointment Booking

• The patient books and pays for the consultation online.

2. Appointment Cancellation

• If the patient cancels the consultation, the refund process is triggered (as per applicable policies). 

3. Refund Initiation

• The system initiates the refund against the original transaction.

4. Refund Processing & Status Update

• The refund status is updated in real-time and visible to the patient.

Where Patients Can Check Refund Status

• Patients can view all their transactions under the “Recent Transactions” section on the appointment page.
• This section displays all recent payments made to a doctor along with their current status.

Transaction Statuses Explained

• Created – Transaction has been initiated
• Success – Payment completed successfully
• Refunded – Refund has been completed
• Refund Processed – Refund is initiated and currently in progress
• Refund Failed – Refund attempt was unsuccessful

Updated on: 17/04/2026