Cancellation and refunds

Patient cancellations

Patients can cancel a pending or confirmed booking at any time from their dashboard before the appointment starts.Booking is always free — ClinMatch never charges patients a deposit or any upfront fee. Cancellations are free with no penalty regardless of timing. Any copay, visit fee, or late-cancellation policy is set directly by the provider and is separate from ClinMatch.

No-shows (patient does not attend and does not cancel) are treated as a late cancellation.

Provider cancellations

If a provider cancels or reschedules a confirmed booking, ClinMatch will notify the patient by email and SMS. Since patients are never charged to book, there is no refund to process. Any copay paid directly to the provider is subject to the provider's own refund policy.

Refunds

ClinMatch does not charge patients to book, so there are no patient-side deposits or refunds to process. If a provider charged you a copay or visit fee directly and you believe a refund is owed, contact the provider first. ClinMatch can assist with disputes related to charges processed through our platform.

To request a refund, contact support at support@clinmatchhealth.com with:

Your booking ID (found in your dashboard or confirmation email)
The email address used to book
Provider name and appointment date
Reason for the refund request

Disputes and chargebacks

If you believe a charge was made in error, please contact us before initiating a chargeback with your bank. We resolve most disputes within 3 business days. Providing the booking ID and a description of the issue speeds up the process significantly.

ClinMatch will respond to all Stripe disputes with booking records, timestamps, and provider confirmation. Fraudulent chargebacks may result in account suspension.

Platform-initiated cancellations

ClinMatch reserves the right to cancel bookings that appear abusive, fraudulent, duplicated, or that involve unsafe or prohibited activity. Affected patients receive a full refund and an explanation by email.

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