Cancellation Policy
Last updated: 13 September 2026 · Version 2.3
Executive Summary: We understand that unexpected events happen. Our policy is designed to be fair to both parties - ensuring doctors are compensated for reserved time and patients have reasonable flexibility.
1. Cancellation by the Patient
The refund is processed to the original card within 5-10 business days.
If you cancel with less than 24 hours notice, but at least 2 hours before the appointment, 70% of the amount paid is refunded to the original card within 5-10 business days. A 30% cancellation fee applies.
Cancelling within 2 hours of the consultation is treated as a no-show without cancelling: you lose the right to any refund.
2. Cancellation by the Doctor or Platform
In the event of cancellation by Kliniqa or the assigned doctor, the patient receives:
- ✓Full refund (100%) within 5–10 business days
- ✓Free priority rescheduling
- ✓€10 compensation voucher for a future consultation
3. Rescheduling
The patient may reschedule an appointment for free with more than 24 hours notice. Rescheduling with less than 24h notice is treated as a late cancellation under the conditions of section 1. Each appointment may be rescheduled a maximum of 2 times.
4. Cancellation Procedure
- 1Go to your Account Area at kliniqa.net/dashboard/patient
- 2Select the appointment you wish to cancel
- 3Click "Cancel Appointment" and confirm the action
- 4You will receive a confirmation email with your refund details
5. Legal Basis
This policy complies with Decree-Law No. 24/2014 of 14 February (distance contracts), EU Regulation 2016/679 (GDPR) and the Portuguese Medical Ethics Code.
6. Contact
For any questions regarding cancellations or refunds:
📧 reembolsos@kliniqa.net
📞 +351 933 496 991
Response time: maximum 48 business hours.
Have an appointment to cancel?
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