I booked a GP appointment at a location and pre-paid the invoice. I have been satisfied with the GPs previously, but this time I had to cancel well within the free cancellation period. I canceled through the online portal—cancellation was confirmed, yet I received no refund for the pre-payment. Additionally, all records of the booking and invoice payment disappeared from the online portal and app. I emailed the contact center twice to express my concerns; the first time they said they'd investigate, and the second time I received no response. Now, I am left with no communication despite having proof of payment! BEWARE: If you book, DO NOT PRE-PAY. Wait until you arrive at the appointment and pay at that time, as per the approved terms of business. After persistent follow-ups, I finally received a refund ten days later without any explanation or apology.
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