Fair on both sides.

01Cancellations by you

If you cancel more than 24 hours before your scheduled appointment, you will receive a full refund. If you cancel less than 24 hours before your scheduled appointment, no refund will be issued. The full consultation fee is forfeited to cover the reserved appointment time. Cancellations can be made through your patient portal (Tacklit) or by emailing dr@vins.clinic.

02Rescheduling

You may reschedule your appointment free of charge provided you do so more than 24 hours before the scheduled time. Rescheduling requests made less than 24 hours before the appointment are treated as a late cancellation. No refund will be issued, and you will need to book and pay for a new appointment.

03Late attendance and no-shows

If you do not attend or respond within fifteen minutes of your scheduled appointment time without prior notice, the appointment may be marked as a no-show. No refund will be issued for no-shows. If you are unavailable at the scheduled time, please contact us as soon as possible. Where possible, we will accommodate a shortened consultation within the remaining window.

04Cancellations by the clinic

If Dr Patel needs to cancel or reschedule your appointment, you will be offered a full refund or the option to reschedule at a mutually convenient time at no additional cost. We will provide as much notice as possible in the event of a clinic-initiated cancellation.

05Refunds for consultations that have taken place

Once a consultation has been conducted, the fee is non-refundable. This applies regardless of whether a prescription was issued. A booking is for a clinical assessment, not a guaranteed treatment outcome. If you are dissatisfied with the care you received, please contact us at dr@vins.clinic. We take all feedback seriously and will respond within five business days.

06How refunds are processed

Refunds are processed to the original payment method via Stripe. Please allow five to ten business days for the refund to appear on your statement.

07Medication costs

The cost of any prescribed medication is paid directly to your pharmacy and is not covered by this policy. Queries about medication costs, returns, or issues with dispensing should be directed to your dispensing pharmacy.

08Complaints

If you have a complaint about your care or this policy, please email dr@vins.clinic. If you are not satisfied with our response, you are entitled to contact AHPRA (1300 419 495) or the NSW Health Care Complaints Commission (1800 043 159).

09Contact