Consultation Cancellation and Refund Policy

1. What this policy covers

This policy sets the rules for cancelling, rescheduling and refunding online consultations with AION physicians. It exists to be fair in both directions: you should not lose money for a change you made in good time, and clinical time that was reserved for you should not go to waste.

It applies to all paid online consultations booked through this website, including initial consultations, follow-up consultations, specialist consultations, preventive medicine consultations and second opinions, unless different terms are stated when you book.

2. Appointment times

Appointments are scheduled in Cyprus local time (EET/EEST). The booking calendar shows available times converted to your own timezone, and the time on your booking confirmation is the time of your appointment. You are responsible for attending at that time.

3. Cancelling in good time: the 24-hour rule

If you cancel at least 24 hours before your scheduled time, there is no charge, and you choose what happens next:

• A complimentary reschedule to a new time, subject to availability.
• A full refund of the consultation fee.

4. Rescheduling

One complimentary reschedule is included with every consultation, as long as you request it at least 24 hours before the appointment. Further changes after that are at the discretion of the clinic.

5. Late cancellation

If you cancel less than 24 hours before the appointment, the full consultation fee applies, because that clinical time has been reserved for you.

6. No-shows and late arrival

If you have not joined the call within 10 minutes of the scheduled start time, the appointment may be treated as a no-show, and no refund is given.

If you join within those 10 minutes, the consultation goes ahead in the time that remains. The end time is not extended.

7. Technical problems

If a technical failure on our side prevents the consultation from taking place, you choose between a full refund and a complimentary reschedule.

If the problem is on your side, for example your equipment or internet connection, the late cancellation or no-show rules above may apply. Please test your camera, microphone and connection before the call.

8. If we cancel

Sometimes we have to cancel: a clinician falls ill, an emergency takes priority, or a technical or operational problem intervenes. If that happens, you choose between:

• A replacement appointment at a time that suits you.
• The same appointment with an alternative AION physician, where available.
• A full refund.

9. Refunds

A full refund of the consultation fee is available when:

• You cancel more than 24 hours before the appointment.
• We cancel the appointment.
• A duplicate or incorrect payment has occurred.
• A technical failure on our side prevented the consultation.
• An exceptional circumstance has been approved, as described below.

Approved refunds are initiated within 5 to 10 business days.

10. When no refund is available

No refund is provided for:

• Cancellations made less than 24 hours before the appointment.
• No-shows.
• Technical problems on your side that prevented the consultation.
• Disagreement with the clinical opinion you received. You are paying for a physician's honest judgment, and that judgment may not be the answer you hoped for.
• A prescription or certificate not being issued, where the physician's clinical assessment did not support it.

11. Exceptional circumstances

Serious illness, hospitalisation, bereavement and other exceptional circumstances are considered individually, outside the standard rules above. We may ask for supporting documentation. Contact us and we will look at your situation.

12. Complaints and contact

If you believe this policy has been applied to you incorrectly, you can raise a complaint under our complaints procedure and we will review it. For cancellations, rescheduling, refunds or complaints, reach us here:

• Email: [email protected]
• Phone: +357 99 842210
• Post: L. A. Business Consultancy Ltd, Kyriakou Matsi 11, 7th Floor, Office 701, 1082 Nicosia, Cyprus

13. Changes to this policy

We review this policy at least once a year, and sooner if legislation, our operations or clinical practice changes. The current version is always published on this page, with the date of the latest update shown at the top.