There are several reasons why our doctors might void a virtual consultation call:
- Wrong ID (e.g. shown NRIC/IC/Passport/FIN number doesn't match the one in the used DA account)
- Wrong DA Account (Used another person/family member's account)
- Technical Issue (Network connection/Cannot hear or see patient)
- Patient did not join the consult
- Consult got disconnected halfway
- Patient is not in Singapore
- Condition is deemed not suitable for virtual consultation (i.e. the doctor is unable to provide a diagnosis, specific medical advice, referral letter or prescription via video consultation)
- Preferred Medication not available in DA
- Under-16 patient (minor) consulting without guardian/parent
- Patient cannot speak in English (e.g. prefers Mandarin speaker)
- Patient requests to amend previous consultation medical certificate/memo/referral letter/prescription (on the same day)
- No physical identification document available to show to doctor (NRIC/IC/Passport/FIN)
Note: If a doctor voids the virtual consultation, the 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.