Payment agreement

What you pay

The price of a visit is shown before you book, and that is the price you are charged. There is no separate facility fee, booking fee, or charge for the clinician reading your history beforehand.

When you are charged

You pay when you book. That is what reserves the clinician's time.

Changing or cancelling

You can move or cancel a visit yourself up to one hour before it starts. Moving a visit carries your payment with it — it is not a second purchase. Inside the last hour the clinician has already set that time aside, so changes stop being self-serve; contact support and we will help.

If we cannot provide the visit — no clinician is available, the technology fails at our end, or your clinician hands the visit back and we cannot re-cover it — you get your money back in full.

If a visit cannot go ahead for clinical reasons

Sometimes a clinician will decide within the visit that your problem cannot safely be handled by telehealth and you need to be seen in person. That is still a visit and is not refunded — the clinical judgement that sent you to the right place is the care you paid for. You will be told this plainly at the time.

Not attending

If you do not attend and did not cancel in time, the visit is not refunded. If something genuinely went wrong, contact support — this is applied with judgement, not automatically.

Monthly plans

You pay the monthly price, every month, and it does not change — not at three months and not after. Nothing beyond the first month is taken up front. Cancelling stops future charges at the end of the period you have already paid for.

The first three months are a commitment. If you cancel inside that window, the visits you have already had are re-priced at the standard single-visit price — or the plan price, whichever is cheaper at the time — and the difference is settled against what you have already paid. After three months you can cancel at any time with no adjustment.

A plan reserves money, not a time. It does not guarantee a same-day slot and is not on-call cover — you still book hours a clinician has posted.

Things that cost extra

Prescriptions are billed by your pharmacy, not by us. Laboratory tests, imaging, and any care you are referred on to are billed by whoever provides them. We will tell you when we are sending you somewhere that charges.

Your card

Payments are processed by a card processor (currently Square). Exetazo never sees or stores your full card number.

Questions about a charge

Contact support before disputing with your bank. Almost everything is faster to fix directly, and a dispute freezes the record while it is investigated.