Legal
Refund & Cancellation Policy
How cancellations, rescheduling, no-shows, and refunds are handled.
Last updated: June 2026
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This Refund & Cancellation Policy explains how appointment cancellations, rescheduling, and refunds are managed by MJSN Pty Ltd, trading as Dr Dina Telehealth (“we”, “us”, “our”). It forms part of our Terms of Service.
1. Overview
We understand that circumstances change and you may sometimes need to cancel or reschedule. To keep appointment times available for all patients and to allow Dr Dina to plan her schedule and travel for home visits, we ask that you give as much notice as possible.
2. Cancellation notice
We ask that you provide reasonable advance notice if you need to cancel or reschedule an appointment:
Telehealth consultations: please notify us as early as possible before your scheduled time so the slot can be offered to another patient.
Home visits: because these involve dedicated scheduling and travel, we ask for additional notice wherever possible.
Specific notice periods and any associated cancellation fees will be confirmed with you at the time of booking.
3. How to cancel or reschedule
To cancel or reschedule, please contact us as soon as you can:
Telehealth appointments: through your Coviu booking confirmation, or by contacting us directly.
Home visits and general enquiries: via phone, WhatsApp, or SMS on +61 452 412 717, or email admin@drdina.com.au.
4. Refund eligibility
Where you have paid for a consultation and cancel with adequate notice, a refund of any prepaid fee will generally be provided. Refunds are processed to the original payment method and may take several business days to appear, depending on your bank or card provider. Refunds may not be available where adequate notice was not given, subject to your rights under the Australian Consumer Law.
5. No-shows
A “no-show” occurs when you miss your appointment without notifying us in advance. Repeated no-shows may affect your ability to book future appointments, and a fee may apply. For telehealth appointments, please ensure you join the secure Coviu waiting room at your scheduled time.
6. Late arrivals
If you arrive late to your appointment, Dr Dina will do her best to see you; however, your consultation may be shortened to avoid affecting other patients, or it may need to be rescheduled. If a consultation cannot proceed due to late arrival, it may be treated as a no-show.
7. Cancellations by the practice
Occasionally, we may need to cancel or reschedule an appointment due to illness, emergencies, or other unforeseen circumstances. If this happens, we will contact you as soon as possible to arrange a suitable alternative time, and any prepaid fee will be fully refunded if you prefer not to reschedule.
8. Bulk-billed services
For bulk-billed services, there is no out-of-pocket cost, so refunds do not generally apply. However, our cancellation, rescheduling, and no-show expectations still apply to help us manage appointment availability.
9. Contact us
If you have any questions about this policy, or need to cancel or reschedule, please contact us:
Email: admin@drdina.com.au
Phone / WhatsApp / SMS: +61 452 412 717
MJSN Pty Ltd trading as Dr Dina Telehealth.