Can I get a refund if I cancel my appointment?

Abby Health bulk bills most telehealth consultations for eligible patients, meaning Medicare covers the consultation in full and there is no out-of-pocket cost — so in most cases there is nothing to refund. If your consultation is privately billed, a refund may be available when you cancel before the cut-off window, or when a clinician has not yet started the consult. You can cancel or reschedule in the Abby app in a few taps, or ask our support team if you need a hand.

Bulk-billed consultations: there's usually nothing to refund

Most Abby patients never see an invoice. Abby Health bulk bills most telehealth consultations for eligible patients, which means Medicare covers the cost of the consultation in full and no payment leaves your account in the first place. If you cancel a bulk-billed appointment, there is simply nothing to refund — you can rebook whenever you're ready.

If you're unsure whether your upcoming appointment will be bulk billed, see how to book a bulk-billed appointment on Abby.

Privately billed consultations: how refunds work

A small number of consultations are privately billed — for example, certain longer appointments, or services that fall outside Medicare eligibility. When a consultation is privately billed:

• If you cancel before the cut-off window shown at booking, you're refunded in full to your original payment method.
• If you cancel inside the cut-off window, a portion of the fee may be retained to cover the reserved clinician time.
• If the clinician has already started the consult (including preparing your notes with the support of Abby AI or calling you), the consultation is considered delivered and a refund is generally not available.

If something went wrong with the consultation itself — a technical issue, a dropped call, or anything that made the appointment feel unfinished — contact our support team and we'll review it case by case. The goal is always that you feel looked after, not locked in.

How to cancel or reschedule

You can change plans in a few taps:

1. Open the Abby app and go to Appointments.
2. Select the appointment you'd like to change.
3. Choose Reschedule to pick a new time, or Cancel appointment to cancel.

Rescheduling is often the easier path — our care network runs 7 days a week, so there's usually a time that works better for you without cancelling at all. If you can't access the app, email or message our support team and we'll handle it for you.

A note on private health insurance

Telehealth consultations are generally not claimable under private health insurance extras. If you'd like the detail, see claiming an Abby appointment on private health insurance.

Frequently asked questions

Will I be charged a fee if I miss my appointment?

For bulk-billed appointments there's no charge to miss, because no payment was taken. For privately billed appointments, if you don't cancel before the cut-off window, a portion of the fee may be retained. Where possible, please cancel or reschedule in the app so the time can be offered to another patient.

How long do refunds take?

When a refund is due on a privately billed appointment, it's issued to your original payment method. Most banks show the funds back within 3–5 business days, though some take a little longer depending on your card provider.

What if I want to cancel a repeat script or follow-up instead?

You can cancel an upcoming appointment at any time in the Abby app. If you're unsure whether you still need a follow-up, it's usually worth keeping the appointment and raising the question with your clinician — that's what continuity of care is for.

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