Legal

Refund policy

Plans change. Here's exactly what happens when you cancel an appointment, so there are no surprises at the point you need to decide.

More than 24 hours before your appointment

Full refund

Cancel more than 24 hours ahead and you get a full refund to the payment method you used. Nothing to choose — the refund runs automatically when you confirm the cancellation.

Between 2 and 24 hours before your appointment

Your choice: 50% refund or 100% credit

Because we've likely already reserved time on your provider's calendar, you pick between two options when you cancel:

50% refund

Half of what you paid returned to your original payment method.

100% platform credit

The full amount added to your Hands on Health account as credit. Valid for 12 months and available toward any future booking.

Less than 2 hours before your appointment

No refund

Cancellations inside the two-hour window don't qualify for a refund. You can still cancel to free the slot for another patient — nothing is returned, but you won't be charged again for a fresh booking.

If your provider cancels

You always get a full refund to your original payment method, regardless of how close to the appointment the cancellation came. The provider is required to give a reason, which you'll see in the cancellation notice.

Rescheduling

Rescheduling to a different time doesn't trigger a refund — your original payment simply carries across to the new appointment. Repeated reschedules on the same appointment are capped; after that, you'd need to cancel (subject to the rules above) and book again.

Using your platform credit

Your current credit balance is shown on your account and on your appointments page. Credit is applied against future bookings. Credit that isn't used within 12 months of being issued expires.