Fair handling when plans change.
This policy explains how cancellations and refund requests are handled for Cancer Talk appointments booked through the patient dashboard.
1. Appointment cancellation in the system
Patients may cancel appointments from the dashboard when the appointment is still pending or confirmed and the appointment date is after today. The system records who cancelled the appointment and any cancellation reason entered by the patient.
2. Refund eligibility
| Situation | How it is handled |
|---|---|
| Doctor or Cancer Talk cancels | Eligible paid bookings are reviewed for a full refund or reschedule. |
| Patient cancels a future eligible appointment | Refund depends on payment method, timing and whether preparation/consultation work has started. |
| Pay at clinic | No refund is usually needed because payment is made at the clinic. |
| Bank transfer not yet made | Nothing to refund — simply cancel the appointment from your dashboard. |
| Bank transfer already made | Refund requests are reviewed manually. Approved refunds are returned to the same bank account the transfer came from, so please email us the account details together with your deposit reference. |
| Same-day cancellation or no-show | Usually not refundable unless Cancer Talk or the doctor caused the issue. |
3. Online consultation technical issues
If a confirmed online consultation cannot proceed because of a verified issue on our side, we will help reschedule or review the payment for refund. If the issue is caused by the patient's connection, device or late arrival, refund approval is not automatic.
4. How to request a refund
Email info@cancertalk.lk with your appointment reference, patient name, appointment date, payment method, your bank deposit reference and reason for the request. Appointment references appear in the patient dashboard and appointment emails.
5. Processing time
Approved refunds are processed as soon as practical as a bank transfer back to you. Inter-bank timing may vary. We will contact you if additional verification is needed.
6. Free content
Articles, videos and public education content on Cancer Talk are free. Refund requests apply only to paid appointment-related services.