Refund Policy

ViaPsych may review and resolve platform-related refund requests, including failed bookings, clinician non-attendance, duplicate payment, payment error, booking error, platform technical failure, video session failure caused by platform fault, appointment not delivered, permitted cancellation window, suspected fraud or misuse, and chargeback or dispute handling.

Where a clinician does not attend a confirmed appointment, ViaPsych may pause payout to the clinician while the issue is reviewed. Depending on the circumstances, ViaPsych may offer the patient a refund, rebooking option or alternative resolution.

Clinical decisions, including diagnosis, treatment recommendations, prescribing decisions or decisions that further evidence is required, remain the responsibility of the independent clinician and do not automatically create a right to refund.

Examples include disagreement with diagnosis, a decision not to prescribe, a decision that GP records or physical health checks are required, a recommendation to seek GP/NHS/crisis support, or not receiving the outcome expected.

Cancellation and refund outcomes may depend on notice, clinician availability, whether the appointment was delivered, and whether platform or clinician attendance issues occurred.

ViaPsych may temporarily hold, delay or pause payout while platform issues, no-shows, refund requests or disputes are reviewed.