Telehealth Refunds - Policy and Process Follow

Refunds Policy

Your practice will be responsible for any patient enquiries regarding refund requests and for setting your practice's telehealth appointment refunds policy. 

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. 

 

Refunds Process

If your practice has deemed a patient eligible for a refund and you would like to submit a patient refund request, please follow these steps.

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. 

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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. 

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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. 

RefundReasonOther.png

Step 4:

Click the "Request refund" button.

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

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