Refund Policy
Clear and fair refund terms for all Healui services
2-Hour Cancellation Policy
Full refund guaranteed for all cancellations made 2 or more hours before your scheduled appointment time. This policy ensures fair treatment for both patients and physiotherapists.
Refund Scenarios
Full Refund (100%)
Conditions:
- Cancellation made 2+ hours before appointment
- Physiotherapist cancels the appointment
- Service not provided due to our fault
- Technical issues prevent service delivery
Partial Refund (50%)
Conditions:
- Cancellation made 30 minutes to 2 hours before appointment
- Medical emergency (with valid documentation)
- Severe weather conditions preventing service
No Refund (0%)
Conditions:
- Cancellation made less than 30 minutes before appointment
- No-show without prior notification
- Patient refuses service after physiotherapist arrives
- Incomplete or false information provided during booking
Refund Methods & Timeline
You pay in person
Healui does not collect session payments online. You pay your physiotherapist directly, so there is nothing for us to hold.
Cancelled in time
Cancel within the windows below and no payment is due at all, because none was taken up front.
If you were overcharged
Asked to pay more than the price shown at booking? Email grievance@healui.com and we will take it up with the physiotherapist directly.
Special Cases
Session Packages
Where a physiotherapist offers a package, unused sessions are settled directly with them under the same notice periods above
Insurance Claims
Where a session is covered by insurance, your insurer's own terms decide what is reimbursed and when
Corporate Bookings
Corporate accounts may have different terms as set out in their agreement with us
Repeated No-Shows
No charge is raised by Healui, but repeated no-shows may limit your ability to book on the marketplace
How to Request a Refund
Cancel Your Booking
Use the app, website, or call our support team to cancel
Provide Details
Share your booking ID and reason for cancellation
Automatic Processing
Eligible refunds are processed automatically based on timing
Receive Confirmation
Get SMS/email confirmation with refund details and timeline
This refund policy was last updated on 2 September 2026. Healui reserves the right to modify this policy with advance notice.