Refund & Cancellation Policy
Refund & Cancellation Policy
Dr J Edgar Inc
Cancelling or rescheduling an appointment
Please notify the practice more than 24 hours before your appointment if you need to cancel or reschedule.
Contact 044 803 2497 or email reception@dredgar.co.za, stating your name and appointment date and time. For emailed notices, the time the email reaches the practice mailbox will be used when assessing notice.
Late cancellations and missed appointments
A reasonable charge may apply when a specialist appointment is cancelled less than 24 hours before the appointment, or when a patient does not attend.
Charges are not automatic. They will be considered only in accordance with applicable HPCSA guidance and South African law. Before applying a charge, the practice will consider the reason for the cancellation or non-attendance, whether the policy was disclosed at booking, and whether reasonable efforts to fill the appointment were unsuccessful.
Any charge will be fair in the circumstances, taking account of the reserved service, notice given and opportunity to accommodate another patient. The practice will explain the basis of any charge.
No cancellation charge will be imposed where the appointment could not be honoured because of the death or hospitalisation of the person for whom it was booked. Other exceptional circumstances will be considered individually.
Advance payments and cancelled services
If an appointment is cancelled with at least 24 hours’ notice, any advance payment for the unprovided service will be refunded or, at your request, transferred to a rescheduled appointment.
For a late cancellation or missed appointment, any permissible cancellation charge will be explained and deducted from the advance payment, with the remaining balance refunded.
If the practice cancels an appointment or cannot provide the booked service, you may choose to reschedule or receive a refund of the amount paid for the unprovided service.
If an investigation or treatment is not clinically appropriate, the account will be reconciled for services actually provided, and any unused advance payment will be refunded.
Duplicate payments, overpayments and billing errors
Verified duplicate payments, overpayments and incorrect charges will be corrected. Any amount due back to the payer will be refunded after reconciliation of the relevant transaction and account.
Payment for a service already provided is not automatically refundable because the outcome differs from expectations. This does not limit any right to a refund or other remedy under applicable law. Please raise any concern about your care or account directly with the practice.
Requesting a refund
Email reception@dredgar.co.za or telephone 044 803 2497. Please provide:
- The patient’s name and invoice or account reference.
- The payment date, amount and transaction reference.
- The reason for the refund request.
The practice will review the request and communicate the outcome and calculation of any refund.
Approved refunds are processed within 14 calendar days of approval and receipt of the information needed to complete the refund. Your bank or payment provider may require additional time for the credit to appear.
Where supported, refunds will be returned through the original payment method. If another method is necessary, the practice will agree and verify the arrangements with the payer.
Nothing in this policy limits statutory rights or any shorter refund deadline required by law.