At TheraLink, we want you to feel confident when booking speech therapy appointments. This policy explains how refunds work for token purchases and appointment cancellations.
1. Understanding Our Token System
TheraLink uses a token-based payment system for booking appointments:
- 1 token = RM 50 value
- Tokens are purchased in packages through our secure payment gateway (Billplz)
- Each appointment booking costs 1 token
- Tokens never expire and remain in your account until used
2. Cancellation Refund Policy
Patient-Initiated Cancellations
If you need to cancel an appointment:
- More than 24 hours before appointment: Full refund (1 token returned to your balance)
- Less than 24 hours before appointment: No refund
The 24-hour policy exists to respect therapists' time and allow them to offer the slot to other patients who may need it.
Therapist-Initiated Cancellations
If a therapist cancels your appointment:
- Booking request rejected: Full refund (100%) - automatic
- Confirmed appointment cancelled: Full refund (100%) - automatic, regardless of timing
You will always receive a full refund if a therapist is unable to fulfill your appointment.
Administrative Cancellations
In rare cases where TheraLink administration cancels an appointment:
- Admin cancellation: Full refund (100%) - automatic
3. How Refunds Are Processed
Token refunds are processed as follows:
- Automatic Processing: Eligible refunds are processed instantly without manual intervention
- Token Credit: Refunded tokens are returned directly to your TheraLink balance
- Immediate Availability: Refunded tokens can be used immediately for new bookings
- Transaction History: All refunds are recorded in your billing history for transparency
4. Token Purchase Policy
Regarding token purchases:
- Final Sale: All token purchases are final and non-refundable for cash
- No Expiration: Purchased tokens never expire
- Transferability: Tokens cannot be transferred between accounts
- Account Closure: Unused tokens cannot be converted back to cash upon account closure
5. No-Show Policy
If a patient does not attend a confirmed appointment without cancelling:
- The appointment will be marked as "No Show"
- No refund will be provided
- The therapist may choose to reschedule at their discretion
6. Rescheduling
Instead of cancelling, you may request to reschedule your appointment:
- Rescheduling requests are subject to therapist availability and approval
- No additional tokens are charged for approved reschedules
- If a reschedule cannot be accommodated, standard cancellation policies apply
7. Disputes and Exceptions
If you believe a refund was incorrectly denied or have extenuating circumstances:
- Contact our support team within 7 days of the appointment date
- Provide relevant documentation or explanation
- Our team will review your case and respond within 3 business days
8. Changes to This Policy
We may update this Refund Policy from time to time. We will notify you of any changes by posting the new policy on this page and updating the "Last Updated" date. Continued use of the platform after changes constitutes acceptance of the updated policy.