Booking & Cancellation Policy

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At Thrive Healthcare, our foremost commitment is to provide exceptional care and support to our patients and their families. We understand the importance of your time and strive to maintain a schedule that ensures timely access to rehabilitation services for all.

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Our Booking & Cancellation Policy is designed with the intention of respecting both your needs and those of our broader patient community. While we aim to be understanding of unexpected changes to your schedule, late cancellations, rescheduling, or missed appointments can significantly impact our ability to serve everyone effectively.

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It's important to note that our policies not only facilitate the smooth operation of our services but also safeguard the well-being of our dedicated Thrive Healthcare team. We operate under a zero-tolerance policy towards any form of staff abuse or misconduct. Our team works tirelessly to meet your needs, and their safety and professional integrity are paramount.

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To ensure that all our clients are treated equality in terms of access to appointment slots, we have implemented the following boundaries:

 

1.  Rescheduling & Cancellation

• If you need to reschedule and/or cancel your appointment, we kindly request for a minimum of 24 hours' notice before your scheduled appointment time. This gives us the opportunity to adjust our schedule accordingly and ensure that all time slots are appropriately allocated. You may do so by contacting us at +65 8949 8760 through WhatsApp or call.

• There will be a SGD$50 administrative fee for any cancellation or rescheduling made less than 24 hours of the scheduled appointment time, applicable to both home and clinic physiotherapy sessions. In the event that the appointment falls on a Monday or the day after public holidays, rescheduling or cancellation of appointment can be done via email (hello@thrivehealthcare.com.sg) as our phone line will be closed.

 

2.  Late Turn Ups

• We empathise with the fact that unforeseen delays can happen, and we want to ensure that everyone's time is respected. While we are unable to extend appointments beyond their scheduled times to accommodate late arrivals and to maintain the timeliness of our services for all clients, we will ensure that you receive the care you need during the remaining time of your appointment. There will not be a pro-rated fee for the shortened appointment.

• If you choose to re-schedule your appointment, a late cancellation fee of SGD$50 will apply.

 

Please note that you will be required to provide relevant documentation, such as a valid Medical Certificate, to support your request for an exception. Your cooperation in adhering to these policies not only helps us maintain high standards of service but also ensures fairness and accessibility for all. 

 

Payment Policy

 

1. Proof of payment

When making PayNow transactions or bank transfers, we kindly request that you include your name and the invoice number before submitting the transfer. Once payment has been made, please send us a screenshot at +65 8949 8760. If you're unsure about the invoice number, please feel free to reach out to our staff for assistance. Your cooperation is greatly appreciated.

 

2. Late payment policy

To ensure smooth processing of transactions, we kindly request that all invoices be settled within 7 days of issuance. In the event of outstanding payments beyond this period, an automated reminder will be sent. Please note that payments overdue by 30 days from the invoice issue date will be considered late, and will incur a 5% late payment fee. No further services will be rendered until the outstanding payments are cleared

 

3. Pausing appointment scheduling in the event of outstanding payments 

At Thrive Healthcare, we understand that unexpected delays in payments can happen. To ensure fairness and uphold the quality of care for all clients, appointment scheduling will be paused if there are outstanding payments. Our goal is to work together to resolve any issues promptly, ensuring everyone receives the care they need.

 

Our payment policies are designed to protect our team and enable them to provide uninterrupted services to you.

 

Contacting Us

Should you have any questions or need assistance, please do not hesitate to contact us. Your feedback and concerns are important to us, and we are committed to addressing them promptly and confidentially. You may reach out to us at hello@thrivehealthcare.com.sg.

 

When contacting us with a query or feedback, please provide the following details:

• Your full name and contact information

• A brief description of your query or feedback

 

Thank you for choosing Thrive Healthcare. We appreciate your trust and look forward to continuing to support your rehabilitation journey.

 

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