Sugabi Medicare
Refund and Cancellation Policy
Summary
- Cancel 24 hours or more before your appointment: full refund.
- You may reschedule once, free of charge, at any time before your appointment.
- Cancel within 24 hours of the appointment, or miss it: no refund.
- If we cancel, you get a new time or a full refund.
Rescheduling
Each booking includes one free reschedule. To reschedule, reply to your confirmation email or SMS, or contact us using the details below, before your appointment time. We will offer you the next available times and send a new consultation link; the old link stops working.
A second or later reschedule, or a request made after the appointment time has passed, is treated as a new booking and a new fee applies.
Cancellation by you
If you cancel 24 hours or more before your appointment time, we will refund the fee in full. To cancel, reply to your confirmation email or SMS, or contact us using the details below, before the 24-hour deadline.
If you cancel within 24 hours of your appointment, the fee is not refunded — the consultant’s time has been reserved for you and can rarely be refilled at short notice. You may still use your free reschedule instead, up to your appointment time.
Missed consultations
If you do not join the video call during your appointment time, the consultation is recorded as missed ("no-show") and the fee is not refunded.
Cancellation by us
If we cancel your consultation — for example because the consultant is unexpectedly unavailable, or a technical fault on our side prevents the call from taking place — we will contact you to offer a new time. If no suitable time can be found, we will refund the full fee to the card or account used for payment.
If a call is interrupted by a fault on our side before the consultation has substantially taken place, we will offer a further appointment at no charge.
How refunds are paid
Approved refunds are returned through the same payment gateway and to the same card or account used for the original payment. Please allow 7–14 working days for the refund to appear, depending on your bank.
Contact
Email info@sugabimedicare.com or call +94 71 692 1921. Please quote your booking reference (for example SM-1234).