Frequently Ask Questions
At Abby Health, we understand that life can be unpredictable, and plans may change. Our goal is to provide you with flexible and convenient healthcare services while maintaining the highest level of care and availability for all our users.
To ensure smooth operations and fair access to our services, we have established the following cancellation and rescheduling policy.
This policy helps us manage appointment slots efficiently and allows other patients to access timely care when you need to cancel or reschedule. Please review the details below to understand how our policy works and what steps to take if you need to cancel or reschedule your appointment. If you have any questions or require assistance, our support team is here to help.
Cancellation Policy
Advance Notice (1 hour or more)
• How to Cancel: You can cancel your appointment through the Abby Health app or by contacting our support team.
• No Financial Penalty: If you provide at least 1 hour’s notice before your scheduled appointment time, you can cancel without incurring any charges.
• Refunds for Non-Bulk Billable Appointments: For appointments that are not bulk-billable, if you provide the required 1-hour notice, you will receive a full refund of the appointment cost, including the non-refundable $4.95 booking fee.
Late Notice (Within 1 hour)
• Automatic Charge: If you cancel your appointment within 1 hour of the scheduled time, you will be automatically charged the minimum Medicare rebate of $42.
• Notification: You will be notified of this charge through the app or via email, but the charge will be processed automatically using your saved payment method on the app.
Rescheduling Policy
Advance Notice (1 Hour or more)
• How to Reschedule: You can reschedule your appointment through the Abby Health app or by contacting our support team.
• No Additional Booking Fee: If you provide at least 1 hour’s notice before your scheduled appointment time, you can reschedule without paying the $4.95 booking fee again.
• Same Category Requirement: Your rescheduled appointment must be in the same category as the original (e.g., a mental health appointment must be rescheduled as another mental health appointment).
No-Show Policy
• Automatic Charge for No-Show: If you do not show up for your scheduled appointment without prior notice, you will be automatically charged the minimum Medicare rebate of $42.
• Notification: You will be notified of this charge through the app or via email, and the charge will be processed automatically using your saved payment method on the app.
Special Circumstances
• Medical Emergencies: If you have a genuine medical emergency that prevents you from attending your appointment, please contact our support team as soon as possible. We may waive the cancellation fee at our discretion.
• Technical Issues: If you experience technical issues with the Abby Health app that prevent you from cancelling or rescheduling your appointment, please contact our support team for assistance. We will review your situation and may waive any applicable fees.
Contact Information
If you need assistance with cancelling or rescheduling your appointment, or if you have any questions about this policy, please contact our support team:
• Email: support@abbyhealth.app
• Phone: +61 402045027