Refund Policy Statement
WhatClinic.com endeavours to sell only genuine patient enquiries to clinics. We do this by only displaying your clinic to our consumers when they search for specific treatments you have chosen to offer, and even then only in relevant locations. We use advanced screening methods to weed out bogus or spam enquiries before they are delivered to clinics. As a result, the majority of enquiries made to clinics are genuine. On certain occasions, a clinic may receive an enquiry that is not valid or genuine. The WhatClinic Enquiry Quality Team is constantly reviewing enquiries to ensure that only genuine patient referrals are sent to clinics. If an enquiry is clearly false, and if it meets the criteria for refund as set out by our Enquiry Quality Team, a refund or credit may be offered in that instance.
Core to our Refund Policy:
We will agree to refund an unwanted enquiry if it is conceivable and reasonable that WhatClinic.com could have developed technology or automated processes that could have prevented the unwanted enquiry being made.
WhatClinic.com does not take responsibility for any medical knowledge that might be required in order to judge the suitability of a patient, or an enquiry. This is deemed outside the area of our expertise.
If an enquiry is made for a treatment that the clinic has not listed, it may be eligible for a refund. However, enquiries that have been made in good faith based on similar types of treatments on offer will not be eligible for a refund, as they are deemed to be valid enquiries.
What Your Clinic Will Be Charged For:
- 1st email enquiry from a patient: the clinic will be charged. Any follow-up emails from the patient are free, even if they go back to the clinic’s listing and fill out the contact form again. If the same patient contacts the clinic again within six months with a new enquiry, the clinic is not charged. When the patient fills out the contact form again you may receive an email stating you have received a new enquiry, but when you check the enquiry it will clearly state 'Enquiry updated with message on DD/MM', when this appears you have not been charged again. If more than six months has passed since the patient has contacted the clinic, the clinic will be charged again.
- 1st phone call enquiry from a patient: the clinic will be charged. Any follow-up calls from the same number within six months will not be charged as the number is recognised by our system. If more than six months has passed, since their last call, the clinic will be charged once more.
- Phone call enquiry from a patient followed by an email enquiry from the same patient: the clinic will be charged, but can request for either the call or email to be refunded.
- Email enquiry from a patient followed by a phone call enquiry: the clinic will not be charged provided that the patient uses the same phone number as they provided with their email enquiry. If they call from a different number, the clinic can request to have the call refunded back to their account. Likewise, if the clinic receives a phone enquiry from a patient and the patient later calls again from a different number, the clinic can request for the second call to be refunded.
Important note on treatments offered
Occasionally clinics may get an enquiry from a ‘rollover’ - this occurs when there are not enough clinics available for the precise search the patient entered. As the closest similar provider in the area, you may have received an enquiry. If the patient enquiry is genuine, and if, in good faith, your clinic services are in line with the original treatment sought, the enquiry is valid and will not be eligible for a refund. To stop your clinic from appearing in rollover searches, you will need to go to the treatments section of your FrontDesk and scroll down to the Search Results section at the bottom. Here you select the My Treatments & Related Treatments button, then you will need to select the 'My Treatments Only' option. If you wish to appear in rollover searches you can select the 'My Treatments & Related Treatments' option.