Refund & Cancellation Policy

inLine

A product of Trovalt

Last Updated: May 18, 2026 | Effective Date: May 18, 2026

This policy explains how appointment cancellations and refund requests work in inLine. This policy applies to patient-facing web appointment pages and to clinics using inLine to manage bookings.

Important: inLine provides the workflow used to record cancellations and refund requests. The clinic or doctor controls whether self-cancellation is allowed and whether any refund option is available for a specific booking.

1. How cancellation works

Patients can cancel an appointment themselves only when the doctor has enabled patient self-cancellation.
Self-cancellation is available only for appointments that are in PENDING or CONFIRMED status.
Appointments already marked as completed cannot be cancelled.
A valid verified patient session is required before a patient can submit a cancellation request on the web appointment page.
When a cancellation succeeds, the appointment status is updated to cancelled and the cancellation reason may be stored with the appointment record.

2. How refund requests work

Refund handling in inLine is configuration-based. The options shown to a patient depend on controls set by the doctor for that booking flow.

A patient may see no refund option, a minimum refund option, a full refund option, or both minimum and full refund options.
Minimum refund means the refund amount is capped at the lower of the collected booking amount and the doctor's configured minimum booking amount.
Full refund means the refund amount can be up to the currently collected booking amount for that appointment.
If no refund option is enabled by the doctor, the patient can still cancel only if cancellation itself is enabled, but no refund request is recorded through this flow.

3. Refund outcomes recorded in the system

If a refund request is made, inLine updates the stored booking amount and refunded amount for that appointment record.
If the full remaining booking amount is refunded, the payment status may be marked as refunded.
If only part of the collected amount is refunded, the payment status may remain paid while the refunded amount is tracked separately.
inLine records the requested refund in the system; actual cash, bank, wallet, or gateway settlement remains the responsibility of the clinic or healthcare provider unless separately stated.

4. Provider controls and responsibility

Clinics and doctors are responsible for the cancellation and refund settings they enable in inLine.

Providers decide whether patient self-cancellation is enabled.
Providers decide whether minimum refund and full refund options are enabled.
Providers remain responsible for honoring applicable consumer, medical-practice, accounting, and payment-settlement obligations.

5. Limits and exceptions

This policy does not create a universal right to a refund for all appointments.
Refund availability depends on the doctor's enabled controls, the appointment status, and the amount already collected.
inLine may reject cancellation or refund requests that do not meet the configured rules or that are submitted with an invalid or expired verification session.

6. Contact

For questions about cancellations or refunds recorded through inLine:

Email: info@trovalt.com

For booking-specific resolution, patients should also contact the clinic or doctor associated with the appointment.

Also see our Privacy Policy and Terms of Service.