DR. CARL NGAN CLINIC
ONLINE CONSULTATION POLICY
To help us provide a smooth, private, and effective consultation experience for everyone, please review the policies below before confirming your appointment. These guidelines help us manage appointment schedules fairly and ensure that each patient has the appropriate time, attention, and environment needed for their consultation.
No Refund Policy
All consultation fees are non-refundable once paid, except in cases where the clinic itself cancels or is unable to honor the appointment.
Rescheduling Policy
Appointments may be rescheduled free of charge within one month from the date of booking confirmation. For example, if the patient received a booking confirmation on Sept. 9, 2026, he/she can only reschedule until Oct. 9, 2026.
Appointments moved beyond 30 days are treated as a new booking. This means that if the new schedule falls beyond the 30-day period, patient will have to pay the consultation fee again. This policy helps us manage appointment availability and keep scheduling fair for all patients.
To reschedule, check again your booking confirmation email or calendar invite and click the rescheduling link. After booking a new schedule, you will receive an email on the next steps.
Each booking may be only be rescheduled once.
On the day of the consultation, if you arrived more than 15 minutes late, your appointment will need to be rescheduled. A ₱500 inconvenience fee will apply for the rescheduled session. In addition, since the rescheduling falls beyond the allowable 30-day period, the new schedule will be treated as a new booking already and hence, the patient will have to pay the consultation fee again. This policy ensures that we can protect scheduled consultation times and accommodate other patients properly.
Please note that consultation schedules may occasionally change due to unforeseen circumstances. Prior notice will be provided whenever possible, and affected patients will be given the option to choose the earliest available alternative schedule that is most convenient for them.
Cancellation Policy
Upon booking confirmation, new patients are being given a laboratory request form and informed in advance that laboratory results are required to be submitted via email prior or on the day of the consultation. Kindly be informed that your booking will be cancelled if lab test results are not provided and will result in automatic rescheduling with inconvenience fee (₱500.00).
If the patient wants to cancel his or her appointment, consultation fee will not be refunded. However, if the patient only wish to move the appointment date, he or she have the option to reschedule his/her appointment free of charge if the new schedule is within the 30-day period from date of booking confirmation as mentioned in the rescheduling policy above.
To permanently cancel the appointment, check again your booking confirmation email or calendar invite and click the cancellation link.
No Show & Rebooking Policy
Patients who will not show up on their scheduled time without prior notice will be marked as No Show.
No-show appointments are non-refundable.
No-show patients cannot reschedule their slots anymore and requires a new booking and payment of consultation fee if he/she wishes to have an online consultation again.
Each consultation time is reserved exclusively for you to ensure that you receive our full attention and adequate time for a comprehensive discussion of your health concerns.
If you are unable to attend your scheduled consultation, we kindly ask that you inform our team in advance so we can assist with rescheduling.
For missed consultations without prior notice, the original appointment will be considered completed. A new consultation booking and consultation fee will be required to secure another schedule.
This policy allows us to protect the dedicated time reserved for every patient and maintain timely, high-quality consultations for everyone.
Consultation Environment and Rescheduling
To ensure that you receive the full value of your consultation, we kindly ask that you attend your appointment from a quiet, private, and comfortable environment with a stable internet connection.
We do not recommend having your consultation outdoors, while traveling, or while attending an event, as background noise, distractions, and unstable connectivity may affect the quality and privacy of your consultation.
If you will be on vacation, traveling, or attending an event on your scheduled consultation date, you are welcome to reschedule your appointment ahead of time. We encourage arranging this in advance rather than proceeding under conditions that may limit your ability to communicate comfortably and discuss your health concerns thoroughly.
If the environment or internet connection significantly affects the consultation, our team may recommend rescheduling so that you can receive the appropriate time, attention, and quality of care.