Payments, cancellations and refunds

1. When these rules apply

These rules apply only once payments go through Ionyx. We will tell you before that starts and ask you to agree.

Until then, you pay your provider directly. Ionyx does not take your payment. Questions about fees, cancellations and refunds go to your provider.

2. Paying for a visit

• Each provider sets their own fee. You see the total before you book. Nothing is added at booking.
• Once payments go through Ionyx, you pay when you book, through our payment provider.
• If your provider accepts requests instead of confirming at once, you pay only when they accept.
• If your provider declines your request or does not answer in time, you get a full refund.

3. Moving your visit

• You can move a visit once for free if you do it more than 24 hours before it starts.
• For a same-day visit (booked for the same day), you can move it once for free if you do it more than 2 hours before it starts.
• You get one free move per booking. A second move counts as a cancellation and a new booking.
• If you were told to be seen today and you move to a later day, we first show you providers who are free today.
• If your new time is more than 2 days away, we ask whether anything has changed.

4. Cancelling your visit

• If you cancel more than 24 hours before (or more than 2 hours before a same-day visit), you get a full refund.
• If you cancel later than that, it is a late cancellation. The provider keeps half of the visit fee. You get the other half back.

5. Missing your visit

• If you do not come to your visit, it is a missed visit. The provider keeps half of the visit fee. You get the other half back.
• For a video visit, your provider can mark a missed visit 10 minutes after the start if you have not joined.
• If you could not join because of a problem on our side, it is not a missed visit. You get a full refund or a new time.
• If you asked to be phoned instead, it is not a missed visit.

6. How refunds work

• A refund is real money back to the way you paid. It is not a credit.
• Refunds reach you within 5 to 10 business days, depending on your bank.
• Ionyx pays any card fees on a refund. You get back the full amount.

7. Emergencies

If you missed a visit or cancelled late because of an emergency, you do not lose half the fee.

• Automatic: we apply this for you if a check you did that day said you need help now or if you tapped "Call 919" in Ionyx that day.
• One tap: otherwise, tell us with one tap on the visit. You can do this 2 times a year with no proof.
• With proof: after that, send a photo of a hospital discharge paper or a receipt. Our team checks it.
• Your provider can always choose to waive the fee.
• Our team looks out for patterns of misuse.

8. If your provider moves or cancels

You never pay because your provider moved or cancelled your visit. You choose one of these:

• a new time from the 2 or 3 times your provider offers
• another provider who can see you sooner
• a full refund

If your provider is running a little late, they can tell you in the waiting room. That is not a change to your visit.

9. If you disagree

If you think a charge is wrong, write to us at techsupport@ionyxai.com within 60 days of the charge. Our team looks at the visit record. It shows who joined and when. We reply within 5 business days.

Every change to a visit is recorded on the visit record.

10. Your agreement

By ticking the box, you agree to these payment, cancellation and refund rules. They do not take away any rights you have by law.