For people that would like to reschedule appointments (due to emergency or there is no way the patient can go), we can just reschedule the appointments without asking for admin fee. This also includes when a patient would like to reschedule so they can get a back to back appointment with a new person they are booking for.
But for all (other) cancellations see fee below. This is why it is important to inform callers of our cancellation policy when booking. This is also stated on the left panel with all the information when booking. We do not charge if the caller received a message to cancel - Please be sure to include notes on calendly and five9 that the caller is cancelling because they received a request from our end.
The fees we should implement are:
$10 for TB test cancelation
$20 for vaccine and travel consultation cancelation
The manual says: "Depending on the nature of the cancellation, the TravelVAX employee may waive the fee
for the client’s first request to change." - we leave this to the admin team.
When cancelling an appointment, in the message section please write something along the lines of (after discussing with patient), "Patient requested to cancel and understands there is a X cancellation fee." That way the patient will see a cancellation fee is deducted as the comment shows on the cancellation email. Of course your note will be different if we requested the cancellation. Please be sure to include these notes on five9 as well. Please use admin follow up disposition.
Any refunds will be credited to their credit card 7-10 business days through stripe.
Please note, the $20 fee we charge the patients goes towards the injection fee if they come to their appointment, and if the patient decides to cancel the appointmentthen we keep it as cancellation/admin fee.
If the caller missed an appointment and that appointment was booked by a travel specialist from the travel consultation then dont book - send to admin.