At The Medical Agency PTE LTD ("we", "our", "us"), we value your time, comfort, and trust. To ensure transparency and fairness, we have established the following policies regarding deposits, cancellations, rescheduling, and refunds.

1. Appointment Deposits

• A deposit is required to confirm all bookings.

• Deposits are applied toward the total cost of your treatment or consultation.

• If the clinic cannot confirm the appointment within two (2) business days of receiving the deposit, a full refund will be issued automatically.

2. Refund of Appointment Deposit

You are entitled to a full refund of your appointment deposit under the following conditions:

1. The clinic is unable to confirm the appointment within 2 business days after the deposit is paid.

2. The appointment date is changed by the clinic, and the new date no longer fits your schedule.

3. The clinic cancels your appointment due to operational, medical, or unforeseen reasons and no alternative time is available.

3. Non-Refundable Circumstances

Deposits and payments are non-refundable in the following circumstances:

• The patient cancels or reschedules an appointment less than 5 business days before the scheduled date.

• The patient fails to attend the appointment (“no-show”).

• The patient chooses not to proceed with treatment after a consultation or once pre-treatment preparations have begun.

• The service has been partially or fully rendered, including medical assessments, consultations, or any preparatory procedures.

4. Rescheduling Policy

• Patients may reschedule appointments at least 5 business days before the scheduled time without penalty.

• Rescheduling with less than 5 business days’ notice may result in forfeiture of the deposit or a rescheduling fee, at the clinic’s discretion.

• The clinic reserves the right to reschedule or delay appointments due to staff availability, equipment maintenance, or unforeseen circumstances, and will provide as much notice as possible.

5. Full Balance Payment

• The full balance of your treatment must be paid no later than 7 days prior to your appointment.

• If full payment is not received within this timeframe, your appointment may be released and your deposit forfeited.

• Payment may be made via approved methods listed by the clinic (e.g., card, bank transfer, or online invoice).

6. Refund Processing

• Approved refunds will be processed within 7–10 business days using the original method of payment.

• Please allow additional time for your bank or payment processor to complete the transaction.

• Any third-party transaction or administrative fees incurred may be deducted from the refunded amount, where applicable.

7. Special Circumstances

• If a patient is medically unable to proceed with a scheduled treatment, a refund or credit may be considered upon submission of appropriate documentation from a licensed healthcare provider.

• If a patient is deemed unsuitable for treatment during consultation or pre-assessment, the clinic will provide a refund or credit for unused services.

• In the event of clinic error or inability to provide the service as agreed, a full refund will be issued.

8. Policy Updates

• This Refund and Cancellation Policy may be updated periodically to reflect changes in clinic procedures, legal requirements, or industry standards.

• The Medical Agency reserves the right to modify, amend, or update this policy at any time without prior notice.

• The most current version will always be considered binding and will be available on our website or upon request at the clinic.