Our Terms and Conditions

Cancellation & Refund Policy

Effective Date: 1 January 2026
Scope: Applies to all online consultations, follow-ups, prescriptions, and health packages.

Appointment Cancellations

We recognise that scheduling changes may be necessary. To ensure efficient care for all patients:

  • Cancellations or rescheduling requests made at least 24 hours prior to the scheduled appointment time are accepted without charge.

  • Cancellations received less than 24 hours before the appointment are non-refundable.

  • Failure to attend the appointment without prior notification will result in no refund.

Rescheduling

  • Each consultation may be rescheduled once free of charge, provided the request is made more than 24 hours before the appointment.

  • Repeated rescheduling or cancellations may result in restrictions on accessing services or a cancellation of services booked without refund.

Refund Policy

Refunds are issued exclusively under the following circumstances:

  • Technical issues on our end that prevent the consultation from occurring.

  • Clinician-initiated cancellations or clinical ineligibility for treatment prior to consultation.

Refunds will not be granted if:

  • The consultation has been completed and clinical advice provided.

  • Prescription eligibility is denied based on clinical assessment.

  • You change your mind after booking without providing at least 24 hours’ notice.

Prescription-Related Refunds

  • No refunds are available once a prescription has been issued or medication dispensed by the pharmacy.

  • Orion Medica is not responsible for delays in pharmacy delivery or medication availability after prescription issuance.

Cancellation and Refund Requests

To cancel an appointment or request a refund, please email help@orion-medica.com with the following information:

  • Full name

  • Appointment date and time

  • Reason for cancellation or refund request

We strive to respond to all refund inquiries within 3 working days.

By using our services, you agree to Orion Medica’s terms, including consent to remote prescribing, data usage policies, and clinical assessments. This platform is not intended for emergency situations.

Professional Conduct

Orion Medica reserves the right to refuse treatment, cancel appointments, or discontinue services in cases of abusive or inappropriate behavior.

Privacy Policy

At Orion Medica, we are committed to protecting your privacy. We collect and process personal data solely for clinical, legal, and operational purposes in accordance with applicable laws. Your information is never sold or shared with third parties, and we fully comply with the General Data Protection Regulation (GDPR) to ensure the security and confidentiality of your data.

Medical Disclaimer

The content provided on this website, including blog articles, is intended for informational purposes only and does not constitute medical advice. All treatments are prescribed exclusively based on the clinical judgment of qualified healthcare professionals.