Cancellation & Refund Policy

Why This Policy Exists

This policy is designed to be fair. If you have a genuine reason to cancel, we will try to accommodate.

Hati Health is able to offer patients access to clinics and health services at affordable rates. This is possible because our partner clinics give us preferential pricing in exchange for reliable, committed bookings.

When a booking is cancelled late or without notice, two things happen. First, the slot cannot be filled by another patient who may need it. Second, Hati Health may be automatically charged by the partner for the unfulfilled appointment. Those charges affect our ability to maintain the lower prices that make healthcare more accessible for everyone.

Fees only apply when a booking is cancelled without cause and without adequate notice.

A. Instant Confirmation Bookings

An instant confirmation booking locks the clinic’s slot the moment your payment is processed. There is no review window. The partner has immediately committed their staff, time, and equipment to your appointment.

Because of this immediate commitment, instant confirmation bookings cannot be freely cancelled. If you need to cancel, you have two options.

🟢 Option 1: With Reason

Cancel with a valid reason — full refund

Provide a documented reason and your full payment will be refunded to your original payment method within 2–3 business days. No fee applies.

🔴 Option 2: No Reason

Cancel without a reason — ₱200 fee applies

A ₱200 cancellation fee will be deducted and the remaining balance refunded within 3–5 business days. Alternatively you may take the full amount as Hati wallet credit with no deduction.

What counts as a valid reason

• Doctor or clinician recommended a different service or test

• You ordered the wrong service or specialist type

• Scheduling conflict due genuine emergencies

• Medical emergency or hospitalisation

• The clinic or provider contacted you to cancel first

• The service was confirmed unavailable at the partner location

Change of mind, finding a cheaper option elsewhere, or forgetting the appointment are not accepted as valid reasons for an instant confirmation booking.

B. Standard Bookings

Standard bookings go through a confirmation step before the slot is locked. You have more flexibility to make changes or reschedule. However, if you decide to cancel with a VALID REASON and you notify us 48 hours before, your full refund is guaranteed.

A valid reason is still required but we make adjustments to ensure you retain some flexibility.

🕔 The 48-hour rule

You may cancel a standard booking at any time up to 48 hours before your appointment. After that threshold, the outcome depends on whether a valid reason is provided.

🟢 ≥ 48 hours before, with reason

Cancel at or before the 48-hour mark — full refund

Full refund to your original payment method within 2–3 business days.

🟡 <48 hours

Cancel within 48 hours — ₱200 fee applies

A ₱200 cancellation fee will be deducted. The remaining balance is refunded to your original payment method within 2–3 business days.

C. No Show

If you do not attend and have not cancelled through the Hati Health platform, no refund or credit will be issued. Contacting the clinic directly is not a valid cancellation. Refund requests made after the appointment time will require confirmation from the partner clinic that the service was not rendered.

D. When the Clinic or Provider Cancels

You are never penalised for a cancellation that is not your fault.

If a clinic, provider, or doctor cancels your confirmed appointment for any reason beyond your control — including service unavailability, provider no-show, stock shortage, or clinic closure — the following applies regardless of booking type.

Full refund to your original payment method within 2–3 business days, once we have verified the request with our Provider in question.

How to Cancel

All cancellations must be made through the Hati Health app or website. Contacting the clinic directly does not count as a cancellation — the no-show policy will apply. 

Email us at [email protected] with:

• Your order ID #

• The reason for the cancellation / reason for reschedule 

• Any refunds (minus any applicable fees) are processed within 2–3 business days to your original source of Payment.