In plain English
Our cancellation rules are simple and generous: you can cancel any time before your appointment and get a full refund. No cancellation fees, no tiered penalties, no late-cancellation punishment.
If you don't cancel and don't turn up, we can't refund you — but we also won't chase you for any fee. Just let us know next time.
If the Provider or the clinic cancels, you get a full refund, every time. If something goes wrong on our side (a technical problem, a double charge), you get a full refund, every time.
You can reschedule any time before your appointment if the Provider has availability. Your rights under Australian Consumer Law and the Zimbabwe Consumer Protection Act are never affected by this Policy.
1. Scope and how this Policy fits together
1.1This is the Refund, Cancellation and Rescheduling Policy of UVUNTU Health Pty Ltd (UVUNTU), ACN [ACN], ABN [ABN]. It applies to all Bookings made through the UVUNTU booking Platform.
1.2This Policy is incorporated by reference into the Booker Terms of Service and the Master Organisation Agreement. Capitalised terms have the meaning given in the Booker Terms of Service.
1.3This Policy states the rules. The operational processes for applying them are in our Dispute Resolution Policy.
2. Cancellation by the Booker
2.1You can cancel at any time before the appointment. If you cancel a Booking through the Platform at any time before the scheduled start of the Appointment, you will receive a full refund of the amount you paid for that Booking, excluding any non-refundable payment processing surcharge where expressly disclosed at checkout.
2.2No cancellation fees, no tiered penalties. UVUNTU does not charge cancellation fees, late-cancellation fees, or any form of penalty for cancellations made before the scheduled appointment time.
2.3How to cancel. Cancel through your bookings page on the Platform, or email
[email protected]. A cancellation takes effect when we receive and process it; those submitted outside Business hours are processed on the next Business Day.
2.4Refund timing. Refunds are processed to the original payment method. They typically appear on your card statement within 5–10 Business Days, depending on your card issuer. We don't control that timing; if your card issuer takes longer, contact them directly.
Why we keep it simple
We want you to use UVUNTU without stress. Life happens — an emergency, a transport problem, a change of plans. A cancellation policy that punishes you for that isn't the kind of platform we want to run. If you need to cancel, just cancel.
3. What happens if you don't attend and don't cancel (no-show)
3.1No-show means no refund. If you don't attend your Appointment and didn't cancel beforehand, we cannot refund you. The Provider had the slot reserved for you.
3.2No additional fees. We don't charge any additional no-show fee, penalty, or administrative charge. We also don't try to recover further amounts from you.
3.3Repeated no-shows. If your account shows a pattern of no-shows (for example, three or more within 90 days), we may review your account and suspend it under clause 10 of the Booker Terms of Service. This is not a financial penalty; it's to protect Providers from patterns that affect their practice.
3.4Something went wrong? If you believe you did attend and the Appointment wasn't properly recorded, or you couldn't attend for a reason covered by law (for example, a medical emergency preventing you from cancelling), contact
[email protected]. We handle these case-by-case through our Dispute Resolution Policy.
4. Cancellation by the Provider or the Org
4.1Full refund, always. If the Provider or the organisation cancels your Booking for any reason, you receive a full refund of the amount you paid. No exceptions.
4.2We will notify you as soon as possible. When we are notified of a Provider cancellation, we let you know by email and SMS (if we have a mobile number for you). We offer to help you reschedule with the same Provider, another Provider at the same organisation, or a different organisation — your choice.
4.3Provider substitution. If the Provider you booked becomes unavailable and a colleague Provider at the same organisation sees the Patient in their place, that is a substitution rather than a cancellation. You have the right to decline the substitution and receive a full refund. See clause 3.5 of the Booker Terms of Service for how substitution and the cancellation window work.
5. Cancellation by UVUNTU (Platform issues)
5.1Full refund plus apology. If UVUNTU cancels or reverses a Booking due to a technical fault, a double charge, a data issue, a security concern on our side, or any other Platform issue, you receive a full refund plus our apology.
5.2We help you rebook. If you want to rebook after a Platform cancellation, we will help — including absorbing any processing fee on the replacement Booking and holding the original appointment slot for you where practical.
6. Rescheduling
6.1Reschedule freely before the Appointment. You can reschedule a Booking any time before the Appointment's scheduled start, through your bookings page on the Platform.
6.2Subject to Provider availability. Rescheduling depends on the Provider having an available slot at your new preferred time. The Provider may decline a rescheduling request if the slot isn't available. If no slot works for you, you can cancel for a full refund instead.
6.3The Redemption Code carries over. When you reschedule, your Booking keeps the same Redemption Code, and the Code's expiry is recalculated from the new scheduled start time.
6.4No rescheduling fee. UVUNTU does not charge a rescheduling fee.
6.5Provider-initiated rescheduling. If the Provider needs to reschedule (rather than cancel), we notify you of the proposed new time. You can accept, propose an alternative, or cancel for a full refund. The Provider cannot reschedule you unilaterally — your acceptance is required.
7. Refunds after the Provider has been paid
7.1When this applies. Occasionally a refund becomes due after we've already paid the Provider for the Booking. This happens rarely, in situations such as:
- Fraud is proven after the fact (for example, the Redemption Code was redeemed without the Patient attending).
- A Provider delivers a service materially different from what was booked, and this is established after payout.
- UVUNTU made an error in determining payment eligibility.
7.2You still get your refund. You don't need to chase the Provider. Contact UVUNTU and we process your refund through the same channels. We handle recovery from the Provider (or absorb the cost ourselves) under our separate agreement with them.
7.3How we categorise these events.
- Provider-responsible (for example, fraud, service not delivered, service materially different) — UVUNTU processes your refund and recovers from the Provider under our agreement with them.
- Booker-responsible (for example, a chargeback raised in bad faith on an attended appointment) — UVUNTU typically absorbs the cost rather than pursuing the Booker. Patterns of such conduct may trigger account review.
- Platform-responsible (for example, a technical error on our side caused the issue) — UVUNTU processes your refund and absorbs the cost.
- No-fault (no party is clearly responsible) — UVUNTU processes your refund and absorbs the cost.
7.4Evidence and timing. We aim to assess post-payout refund requests within 30 days. For cases involving alleged fraud or disputed attendance, we may take longer while we gather evidence. We keep you informed through the process.
7.5Your choice of remedy. You are not required to obtain legal advice or go through external bodies before asking us for a refund. You retain all your rights under the Australian Consumer Law and the Zimbabwe Consumer Protection Act.
Policy refinement in progress — OQ-v5.2-001
The detailed evidence thresholds and super-admin adjudication rules for post-payout refunds are being finalised in an internal policy. This clause reflects our operating position for launch. Detailed rules will be added in a future version; the principles above won't change.
8. Worked examples
Example A — Booker cancels the day before
You book an appointment for Tuesday at 10 AM and realise on Monday night that you can't make it. You cancel through the Platform at 8 PM. Our system processes the cancellation and initiates a full refund to your original payment method. The refund appears on your card statement within 5–10 Business Days.
Example B — Booker cancels 30 minutes before
Same booking, but you cancel at 9:30 AM on Tuesday, 30 minutes before the appointment. Same result: full refund. UVUNTU doesn't charge a late-cancellation fee.
Example C — Booker doesn't attend and doesn't cancel
You had the same appointment but didn't cancel and didn't attend. We cannot refund you — the Provider had the slot reserved. We don't charge an extra fee, but the amount you paid isn't refundable. Next time, a quick cancellation would have saved the cost.
Example D — Provider cancels on the morning of the appointment
The Provider becomes unwell and cancels at 8 AM. We notify you immediately, offer to help you find another Appointment (same Provider later, another Provider at the same organisation, or a different organisation), and initiate a full refund to your original payment method. No questions asked.
Example E — Platform bug causes a double charge
A technical issue causes you to be charged twice for the same Booking. You notice it and contact UVUNTU. We refund the duplicate charge in full immediately, absorbing any processing fee. We also review the bug and let you know what we've done to prevent it recurring.
Example F — Booker reschedules the day before
You had a booking for Tuesday at 10 AM and need to move it to Thursday at 2 PM. You go to the Platform, pick the new time, confirm. The Provider's availability is checked automatically; if Thursday 2 PM works, your booking is updated. No fee. Your Redemption Code stays the same; its expiry recalculates to 7 days after the new appointment time.
9. Statutory rights
9.1Your consumer rights are preserved. Nothing in this Policy limits any rights you have under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010) or the Zimbabwe Consumer Protection Act [Chapter 14:14] that cannot be excluded by agreement. If a provision of this Policy is inconsistent with such rights, the statutory right prevails to the extent of the inconsistency.
9.2Consumer guarantees. Where the Australian Consumer Law or the Zimbabwe Consumer Protection Act applies a consumer guarantee to the Platform services (for example, services must be rendered with due care and skill), you retain the statutory remedies for breach of that guarantee — which may include refund, replacement, or compensation — regardless of the rules in this Policy.
10. Complaints and disputes
10.1First step. If you have an issue with a refund or cancellation, please contact us at
[email protected]. Our Dispute Resolution Policy explains the process and what you can expect from us.
10.2Escalation. If you're not satisfied with our handling, you can escalate to:
- The Australian Competition and Consumer Commission (ACCC) — for consumer matters under Australian law.
- The Consumer Council of Zimbabwe — for consumer matters under Zimbabwean law.
- The courts — for matters that can't be resolved through the above channels.
11. Changes to this Policy
11.1We may change this Policy from time to time. Where changes are material, we give at least 14 days' notice by email and by notice on the Platform. Changes apply to Bookings made after the change takes effect; existing Bookings continue under the Policy version in force at the time of booking.
11.2If you don't accept a change, you can stop using the Platform.
12. Contact