Refund and Cancellation Policy

Last updated 23 August 2026

Summary

• Consultation fees are not refundable once paid.
• You may reschedule once, free of charge, before your appointment time.
• 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

You may cancel at any time, but the fee is not refunded. If you are unable to attend, please use your free reschedule instead.

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).