Overview
Refund & Cancellation Policy
Last Updated: September 4, 2026
The Refund & Cancellation Policy explains when we may refund, transfer, or retain consultation fees. Further more, VeinPulse strives to offer convenient, professional, and patient-focused online vascular consultation services.
Specifically, this policy applies to online vascular consultations booked through veinpulse.com.
1. Scope of Services
VeinPulse currently provides online vascular consultations only.
During these consultations, discussions may include vascular symptoms, medical history, investigation reports, previous treatments, and general recommendations based on the information provided by the patient.
However, online consultations do not replace emergency medical assessment or an in-person examination when such evaluation is clinically necessary.
2. Consultation Booking
When booking an online consultation, patients are responsible for providing accurate and complete information, including:
- Full name and contact details;
- Medical history and relevant clinical information;
- Previous investigation reports, scans, photographs, or other requested documents; and
- Preferred appointment date and time.
A consultation is considered confirmed once the booking request and any applicable payment have been successfully received and verified.
3. Cancellation by the Patient
Patients may cancel their consultation by contacting VeinPulse as soon as possible.
Cancellation More Than 24 Hours Before the Appointment
If a consultation is cancelled more than 24 hours before the scheduled appointment, the patient may be eligible for:
- A full refund; or
- Rescheduling to another available appointment.
Cancellation Within 24 Hours of the Appointment
If a consultation is cancelled less than 24 hours before the scheduled appointment, the consultation fee may be non-refundable because the appointment time has been reserved specifically for that patient.
Nevertheless, VeinPulse may, at its discretion, allow a one-time rescheduling in exceptional circumstances.
4. Missed Appointments (No-Show)
If a patient fails to attend the scheduled online consultation and does not notify VeinPulse in advance, the appointment may be classified as a no-show.
Consultation fees for missed appointments are generally non-refundable.
However, where appropriate, VeinPulse may offer a rescheduled appointment, subject to clinician availability and professional discretion.
5. Late Arrival
Patients are requested to join the online consultation at the scheduled time.
If a patient joins late, the consultation may still proceed if the clinician’s schedule permits. However, the consultation may need to end at the originally scheduled time.
Repeated or significant delays may result in the appointment being treated as a missed consultation.
6. Technical Problems
If a consultation cannot be completed due to a technical issue attributable to VeinPulse, we will make reasonable efforts to:
- Re-establish the connection;
- Continue the consultation using an alternative available method; or
- Reschedule the consultation at no additional cost.
If the consultation cannot be completed because of the patient’s internet connection, device, software, or other technical issues on the patient’s side, a refund may not be available.
However, VeinPulse may offer rescheduling whenever reasonably possible.
7. Cancellation by VeinPulse
VeinPulse reserves the right to cancel or reschedule a consultation due to:
- Clinician unavailability;
- Technical or operational issues;
- Emergencies;
- Unforeseen circumstances; or
- Other events beyond our reasonable control.
If VeinPulse cancels a consultation and an alternative appointment cannot be arranged, the patient will be entitled to a full refund of the consultation fee.
8. Refunds
When a refund is approved, it will normally be issued through the original payment method used for the booking.
Refund processing is typically initiated within 5–10 business days following approval. However, the time required for the funds to appear in the patient’s account may vary depending on the bank or payment provider.
Where permitted by applicable law, non-refundable payment-processing charges may be deducted from the refund amount.
9. Rescheduling
Patients may request to reschedule an appointment by contacting VeinPulse before the scheduled consultation.
Where reasonably possible, VeinPulse will offer an alternative appointment.
However, rescheduling remains subject to clinician availability and does not guarantee a specific date or time.
10. Medical Emergencies
Online consultations are not emergency medical services.
If you experience symptoms suggestive of a medical emergency—such as sudden loss of blood flow to a limb, severe or rapidly worsening limb pain, sudden weakness or paralysis, sudden difficulty speaking, severe chest pain, severe shortness of breath, or uncontrolled bleeding—seek immediate emergency medical care rather than waiting for an online consultation.
VeinPulse accepts no responsibility for delays in emergency treatment resulting from reliance on an online consultation.
11. Clinical Limitations of Online Consultations
Online consultations have inherent limitations because clinicians may be unable to perform a complete physical examination, vascular assessment, Doppler evaluation, or other diagnostic investigations remotely.
Consequently, the clinician may recommend:
- An in-person examination;
- Doppler ultrasound or other vascular imaging;
- Laboratory investigations;
- Emergency assessment; or
- Consultation with another medical specialist.
Payment for an online consultation does not guarantee a specific diagnosis, treatment, procedure, prescription, or clinical outcome.
12. Information Provided by the Patient
Patients are responsible for providing complete, accurate, and up-to-date medical information relevant to their consultation.
Clinical recommendations are based solely on the information available to the clinician at the time of the consultation.
If relevant information is withheld, unavailable, incomplete, or inaccurate, the quality of the clinical assessment and recommendations may be affected.
13. Refund Requests
To request a refund, cancellation, or rescheduling, please contact VeinPulse and provide:
- Patient name;
- Booking or appointment reference number (if available);
- Scheduled appointment date and time;
- Reason for the cancellation or refund request; and
- Payment details or transaction reference, where required to identify the booking.
All refund requests will be reviewed in accordance with this policy and any applicable consumer protection laws.
14. Exceptional Circumstances
VeinPulse understands that unforeseen situations may arise.
Accordingly, serious unexpected events, significant technical difficulties, or other circumstances beyond the patient’s reasonable control may be reviewed on a case-by-case basis.
Where appropriate, VeinPulse may offer a refund or rescheduling option at its discretion.
15. Changes to This Policy
VeinPulse may update this policy periodically to reflect changes in services, booking procedures, payment systems, or applicable legal requirements.
The most recent version published on this website will apply to future bookings.
16. Contact Us
For cancellation, rescheduling, or refund requests, please contact VeinPulse using the contact information provided on our website.
To help us process your request efficiently, please include your appointment or booking reference whenever possible.
VeinPulse
Online Vascular Consultation Services
Saving Limbs. Preventing Stroke. Restoring Life.
