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Cancellation & Refund
Approved · Version 5
Contact the team before your confirmed consultation when you need to cancel or reschedule.
Cancellation and rescheduling
Send your booking details through the official support channel. Rescheduling depends on clinician availability. Rootopathy may need to change a slot because of clinical emergencies, technical issues or availability.
Refund consideration
A refund may be considered when a paid service has not been delivered or Rootopathy cannot provide it. Consultation time, assessments, reports and personalised work already started or delivered are generally not refundable. No-show appointments may also be non-refundable.
Processing
Requests are assessed individually. Approved refunds return to the original payment method where feasible; processing time depends on the provider. A refund request or acknowledgement is not confirmation that funds have been returned.
Before paying
Check the consultation, clinician, format, timezone and fee in your appointment offer. Ask about any cancellation conditions specific to that offer before agreeing. Submitting a payment reference does not mean the payment has been verified or that the appointment is confirmed.
Late arrival or missed appointments
Contact the team as soon as you know you may be late or unable to attend. The clinician may be unable to extend the consultation or offer another slot that day. Ask the team to review the booking terms and the work already undertaken when discussing a missed appointment; a replacement slot is subject to availability.
Changes by Rootopathy or technical difficulties
If Rootopathy cannot provide the arranged consultation, contact support to discuss an alternative appointment or a refund request for the undelivered service. If you cannot join an online consultation, report the problem promptly and include the appointment time and a brief description. Do not repeatedly make a payment to resolve a joining problem.
Duplicate or unrecognised payments
If you believe you paid twice or the amount is incorrect, send the booking reference, transaction references, amounts and dates to support. Check with your payment provider about pending transactions. Never share your card security code, bank login, PIN or OTP; a screenshot should hide unrelated financial information.
How to request help
Email support@rootopathy.com with your name, booking date, payment reference and reason. Do not send bank passwords, PINs or OTPs.
Cancellation and rescheduling
Send your booking details through the official support channel. Rescheduling depends on clinician availability. Rootopathy may need to change a slot because of clinical emergencies, technical issues or availability.
Refund consideration
A refund may be considered when a paid service has not been delivered or Rootopathy cannot provide it. Consultation time, assessments, reports and personalised work already started or delivered are generally not refundable. No-show appointments may also be non-refundable.
Processing
Requests are assessed individually. Approved refunds return to the original payment method where feasible; processing time depends on the provider. A refund request or acknowledgement is not confirmation that funds have been returned.
Before paying
Check the consultation, clinician, format, timezone and fee in your appointment offer. Ask about any cancellation conditions specific to that offer before agreeing. Submitting a payment reference does not mean the payment has been verified or that the appointment is confirmed.
Late arrival or missed appointments
Contact the team as soon as you know you may be late or unable to attend. The clinician may be unable to extend the consultation or offer another slot that day. Ask the team to review the booking terms and the work already undertaken when discussing a missed appointment; a replacement slot is subject to availability.
Changes by Rootopathy or technical difficulties
If Rootopathy cannot provide the arranged consultation, contact support to discuss an alternative appointment or a refund request for the undelivered service. If you cannot join an online consultation, report the problem promptly and include the appointment time and a brief description. Do not repeatedly make a payment to resolve a joining problem.
Duplicate or unrecognised payments
If you believe you paid twice or the amount is incorrect, send the booking reference, transaction references, amounts and dates to support. Check with your payment provider about pending transactions. Never share your card security code, bank login, PIN or OTP; a screenshot should hide unrelated financial information.
How to request help
Email support@rootopathy.com with your name, booking date, payment reference and reason. Do not send bank passwords, PINs or OTPs.