Pricing, Billing and Refund Policy

1.Pricing

Price Determination: GP Health Hub Limited will determine the service prices based on market demand, competition and strategic goals. Pricing Decisions are made with the intention of maintaining a competitive and fair position in the market.

Transparency: Pricing information will be made available to the patients allowing them to make informed decisions on the services to be used. Patients will have clear access to the price lists of the appointments including any medication purchased from the pharmacies.

Price Changes: In case of price changes to the services provided, GP Health Hub Limited will ensure the patients will be informed prior to booking appointments as per the contractual agreements. Any changes to the existing prices will be communicated transparently and reasonably to avoid any burden on the patients.

2.Billing

Accuracy: Billing process will be accurate reflecting the prices agreed as per the terms and conditions in the patient contract. Any inaccuracies are considered a breach of the policy and will be rectified promptly.

Transparency: Patients will receive detailed bills that specify the services provided, prices and additional charges if applicable. This will ensure the patients understand the payables and facilitate any future dispute resolutions if occurs.

3.Refunds

Eligibility requirements for refunds: Refunds to be processed under the following circumstances,

• Patient over charged for the service provided
• Patient not satisfied with the service provided. This is only applicable if there had been an oversight or mismanagement from the clinicians employed at GP Health Hub Limited.

Below circumstances or reasons do not qualify for a refund.

• Patient has provided incorrect information or hidden information about their health condition or medical history.
• Following the use of medication, the patient is suffering from potential side effects as explained in the patient leaflet and/ or at the appointment.

Types of refunds given: Full Refunds and Partial Refunds will be offered on the consultation fees. No refunds will be offered on the prices of the prescribed medications.

Refund timeframe: Full or partial refunds to be issued within 5 working days upon which the refund request has been received and the refund amount has been agreed. Subject to bank refund policy.

Refund process: Once the refund has been agreed by the GP Health Hub Limited, it should be processed via Semble and the patient will receive the payment to the account/ credit card that was used to make the payment originally.