Telehealth Refunds - Policy and Process

What is the telehealth refunds policy?

Your practice is responsible for handling patient refund enquiries and for setting your telehealth appointment refunds policy. The Healthengine Service Fee is non-refundable unless the refund reason is directly attributable to a Healthengine service issue. 

Please note with transaction refunds, the Healthengine Service Fee charged to your practice is non-refundable unless the reason for the refund request can be attributed to the Healthengine service. 

How do I submit a patient refund request?

If your practice has determined that a patient is eligible for a refund, follow these steps to submit a refund request.

1. In the Bookings table in Practice Admin, click the eye icon to the right of the booking for which a refund is being requested to open the booking details screen.
2. In the booking details screen, click the Refund the patient link to the right of the Payment section at the bottom of the screen.
3. Select a refund reason from the drop-down menu.

   If the refund is required due to Healthengine's inability to provide the service, select the Other option and provide the relevant details in the free text box that appears, then proceed to Step 4. The Healthengine team will review the details and, if the request meets the criteria, will refund the Service Fee in addition to the patient's payment.

   Refunds are processed automatically within 5–10 business days (subject to change — verify the current timeframe with your Healthengine account manager).

4. Click the Request refund button.

Step 1:

In the Bookings table in Practice Admin, click on the eye icon to the right of the booking for which a refund is being requested to open the booking details screen. 

Step 2:

In the booking details screen, click on the "Refund the patient" link to the right of the "Payment" section at the bottom of the screen. 

Step 3:

Select a refund reason from the drop down menu. 

For all reasons except "Other", the Healthengine Service Fee charged to your practice is non-refundable unless the reason for the refund request can be attributed to Healthengine service. 

The refunds will be processed automatically within 5-10 business days. 

If a refund request is required due to Healthengine's inability to provide the service, please select the 'Other' option and provide the relevant details in the free text box that appears. Our team will review your response and determine if it meets the criteria and, if so, will refund the Service Fee in addition to the patient's payment. Once complete, the refund will be processed automatically within 5-10 business days. 

Step 4:

Click the "Request refund" button.

After your refund request is submitted, the payment Status will change from Successful to Refund pending. Once the refund is complete, the Status will change to Refunded.