If the doctor determines that your condition is unsuitable for video consultation (i.e. they are unable to provide a diagnosis, specific medical advice, referral letter or prescription via video consultation), they will inform you accordingly, advise you to seek the appropriate follow-up actions and end the call. You will receive a full refund for the consultation.
In some cases, the doctor may advise you to visit a physical GP clinic, a hospital A&E department or a specialist. Where the doctor has conducted an assessment during the video consultation and provided specific medical advice (e.g. a diagnosis) or a referral letter outlining clinical findings and concerns, the consultation is generally not eligible for a refund, even if no prescription is issued.
Note: For consultations which are refunded, your refund will be initiated within 24 hours, but please allow up to 14 working days for it to be reflected in your account, depending on your original payment method.