Appointment Booking, Payment, Rescheduling and Cancellation Policy

Effective date: 1 November 2026

1. Scope

This Policy establishes the conditions applicable to the booking, payment, rescheduling and cancellation of healthcare services provided by the Instituto de Saúde Psicossomático, hereinafter referred to as the Institute.
It applies to appointments and sessions conducted by professionals working with the Institute, particularly in the fields of Psychology, Psychotherapy, Psychiatry, Nutrition and other areas of intervention made available through the Institute's online platform.
The purpose of this Policy is to ensure organised management of professionals' schedules, promote equitable access to healthcare, and ensure that patients receive clear information in advance about the conditions associated with booking their care.
The full legal identification of the entity responsible for the services, including its registered name, corporate identification number, registered office and contact details, is provided in the legal information made available to patients before booking.

2. Booking

Appointments are booked through the channels provided by the Institute, including its website or online booking platform. An appointment is only confirmed once the following steps have been completed:
a. Selection of the desired service and time slot;
b. Completion of the information required to make the booking;
c. Express acceptance of these terms;
d. Advance payment and confirmation of payment, unless the Institute has expressly authorised different conditions.
Advance payment is the mandatory standard condition for confirming a booking. Exceptionally, the Institute may authorise other payment methods or deadlines, provided this is expressly communicated to the patient.
An authorisation granted for a particular booking does not mean that it will apply to future appointments.
Once the booking process has been completed, the patient will receive confirmation through the contact channel specified at the time of booking.
The patient should retain the booking confirmation until the appointment has taken place.

3. Payment

Appointments must be paid for in advance at the time of booking, unless the Institute has expressly authorised different payment conditions.
Applicable prices are available for consultation before the booking process is completed.
The amount displayed corresponds to the price of the selected service and includes any legally applicable taxes, where due.
Information on prices and financial conditions is provided before healthcare is delivered, allowing the patient to make an informed decision about the service they wish to purchase.
Where a different payment arrangement has been authorised, the financial consequences of late cancellation or non-attendance set out in this Policy remain applicable, without prejudice to the patient's statutory rights.

3.1. Refunds

Where a refund is due under this Policy, it will generally be made using the original payment method, unless otherwise agreed with the patient.
The Institute will issue the refund within a maximum of 10 working days after confirming the entitlement to it, without prejudice to any shorter mandatory statutory deadline that may be more favourable.

4. Changes or cancellations requested by the patient

Patients may request to change or cancel an appointment through the contact channels made available by the Institute.
For the purpose of calculating the deadlines under this Policy, the cancellation time is the time when the request is received through one of the channels expressly designated by the Institute for this purpose.
Where a request is submitted via the booking platform or by email to the address specified by the Institute, the recorded date and time of receipt will be used, irrespective of when the request is read or reviewed.
Patients must use the officially designated channels to request changes or cancellations. Requests made through other channels will only be considered after the Institute confirms receipt.

4.1. Cancellation or rescheduling at least 24 hours in advance

Where the patient cancels or requests to reschedule an appointment at least 24 hours before the scheduled time, they may choose to:
a. Reschedule the appointment, subject to the professional's availability; or
b. Request a refund of the amount paid, where applicable.
If the appointment is rescheduled, the amount already paid will be transferred to the new booking.
Rescheduling is subject to the availability of the selected professional.

4.2. Cancellations less than 24 hours in advance

The Institute organises its schedules on the basis that bookings for the following day are closed in advance. Once the schedule has been closed, reserved time slots can no longer be offered for new bookings.
Booking an appointment allocates a specific period of the professional's schedule. Late cancellation or non-attendance may therefore permanently prevent that period from being used by another patient, causing the Institute a foreseeable financial loss.
Accordingly, where a cancellation or rescheduling request is communicated less than 24 hours before the scheduled time, the full appointment fee will be payable as contractually agreed compensation for the unavailability of the reserved time slot and the normally foreseeable losses arising from its non-use.
Where the appointment has been paid for in advance, no refund will be made. Where special payment arrangements have been authorised, the compensation will remain payable on the same terms.
If, exceptionally, the time slot is taken by another patient, the Institute will take this into account to avoid unjustified compensation for the unavailability of that same slot.
The Institute may consider requests for exceptions in accordance with Section 6.
This clause is without prejudice to the patient's statutory rights, particularly where failure to provide the appointment is attributable to the Institute or the professional.

5. Non-attendance

Non-attendance means the patient's unjustified absence during the time reserved for the appointment, including where the patient:
a. Does not attend an in-person appointment, where applicable;
b. Does not join the remote consultation at the agreed time for reasons attributable to them;
c. Does not respond, without acceptable justification, to reasonable attempts at contact during the reserved period.
It also includes informing the Institute that they cannot attend only after the appointment has begun.
Where the patient is absent, the professional or the Institute's services will seek to contact them using the previously specified means, whenever reasonably possible.
Contact attempts will be recorded, including their date, time and method, to document the steps taken. Such records will be limited to the information necessary for this purpose.
Where an appointment cannot take place because of absence or unavailability attributable to the patient, the financial conditions set out in Section 5 will apply, without prejudice to the consideration of exceptional circumstances under Section 6.

6. Exceptional circumstances

The Institute recognises that unforeseen circumstances or force majeure may prevent an appointment from taking place.
Situations that may be considered include, among others:
a. Sudden illness;
b. Accident;
c. Family emergency;
d. Other unforeseen circumstances not attributable to the patient.
Patients may submit a reasoned request for an exception to the general cancellation or non-attendance rules, providing only the evidence reasonably necessary to assess the request.
Citing exceptional circumstances or submitting supporting documentation does not, in itself, guarantee acceptance of the request or automatically entitle the patient to rescheduling without charge or a refund.
The Institute will assess the circumstances of each case individually and expressly decide whether to authorise rescheduling or a full or partial refund.
The Institute's discretion under this section concerns commercial exceptions to the Policy's general rules and does not override any rights conferred on the patient by mandatory law.

7. Technical failures during remote consultations

Where technical difficulties prevent or adversely affect a remote consultation, the Institute and the professional will endeavour, wherever possible, to restore the connection and ensure continuity of care.
If an appointment does not take place because of a failure attributable to the Institute, the professional or the platform they provide, the patient may choose between rescheduling at no additional cost and receiving a full refund of the amount paid.
Where a consultation that has already started is interrupted by a technical failure, efforts will be made to continue it under clinically appropriate conditions. If the contracted service cannot be completed, a solution safeguarding the patient's rights will be agreed, including rescheduling the portion not provided or issuing the refund due.
Where the difficulty arises from the patient's equipment, internet connection or other means used by the patient, the professional will seek, wherever possible, an appropriate solution to conduct the consultation.
If, despite reasonable efforts, the consultation cannot take place for reasons attributable to the patient, the non-attendance rules may apply, without prejudice to consideration of exceptional circumstances under Section 6.
Relevant technical incidents and efforts made to resolve them will be recorded by the Institute in compliance with personal data protection rules.

8. Cancellation or changes by the Institute or the professional

In exceptional circumstances, the Institute or the professional may need to cancel or change a previously booked appointment.
Whenever possible, the patient will be informed by the professional as far in advance as possible.
In such circumstances, the patient will be offered the option to:
a. Reschedule the appointment for another time;
b. Choose another professional, where applicable and subject to availability; or
c. Receive a full refund of the amount previously paid if they do not accept the alternatives offered.
Replacing a professional requires the patient's agreement and cannot be imposed unilaterally by the Institute.
Where a change or cancellation is the responsibility of the Institute or the professional, no penalty will be imposed on the patient.

9. Choice of professional

Appointments are booked with the professional selected by the patient at the time of booking.
If the patient wishes to change professionals after booking, they must request the change from the Institute. The change will be subject to availability and the applicable rescheduling or cancellation rules.
Where a change is authorised, the amount already paid may be applied to the new booking, subject to any necessary price adjustment and after the patient has been informed and has agreed.
Where the Institute proposes a replacement professional, the patient may accept, choose another appointment with the originally selected professional, or request a full refund where the appointment cannot take place under the agreed conditions.

10. Punctuality

Patients must ensure that they are available at the scheduled appointment time.
For remote consultations, patients are advised to be available and prepared to start a few minutes before the scheduled time, checking in advance:
a. Their internet connection;
b. The equipment they will use;
c. Their camera and microphone;
d. Privacy conditions;
e. The suitability of the location for the consultation.
A patient's lateness does not mean that the appointment will be extended beyond its reserved time. Subsequent appointments must run on schedule, and the delay must not adversely affect other patients.
If a patient arrives late, the consultation may take place during the remaining time if the professional considers it possible to provide clinically appropriate care.
Where a delay attributable to the patient makes it impossible to conduct the appointment under appropriate conditions, the situation may be treated as non-attendance, and Sections 5, 6 and 7 may apply.
Where the delay is attributable to the Institute or the professional, an appropriate solution will be sought without penalty to the patient and without prejudice to their rights.

11. Healthcare consultations and urgent situations

The services provided by the Institute are intended for scheduled healthcare and do not constitute an urgent care or emergency service.
In a medical or psychological emergency, patients must immediately contact the appropriate emergency services or healthcare services available in their area of residence.
Booking an appointment through the Institute does not guarantee an immediate response to urgent situations.

12. Consent and provision of care via remote consultation

Where a service is provided remotely, patients must have prior access to relevant information about this form of healthcare provision and give the applicable consent.
Remote healthcare must respect patients' rights, particularly the rights to information, free and informed consent, confidentiality and protection of their personal data.
The Institute adopts appropriate measures to ensure quality, privacy and security in the delivery of care through digital means.
Informed consent for the remote consultation will be obtained in advance and recorded in the clinical file in accordance with applicable law. Acceptance of commercial booking conditions does not replace such consent.
Remote consultations are not audio- or video-recorded by the Institute or its professionals.
Whenever a professional considers that remote consultation cannot ensure clinically appropriate care, they will inform the patient and propose a suitable alternative where possible.
A clinical record of the remote consultation will be maintained and, upon request, proof of attendance will be issued in accordance with the applicable rules.

13. Consultations involving minors

Where a consultation concerns a minor, the booking and delivery of healthcare will comply with applicable legal rules on representation, parental responsibilities, consent and confidentiality, taking into account the nature of the care and the patient's age and maturity.
Payment for an appointment by a third party does not, in itself, confer any right of access to the patient's clinical information.

14. Privacy and data protection

Personal data collected in connection with booking, payment and healthcare provision will be processed in accordance with applicable personal data protection laws.
Health data constitute a special category of personal data and will be processed only for legitimate purposes connected with providing and managing healthcare, complying with legal obligations and other purposes duly communicated to patients.
For detailed information on the processing of personal data, patients should consult the Instituto de Saúde Psicossomático Privacy Policy.
The Privacy Policy will identify the data controller, the applicable purposes and legal bases, retention periods and data subjects' rights, as required by the General Data Protection Regulation.

15. Complaints and enquiries

Patients may submit enquiries or complaints through the contact channels provided by the Institute.
Complaints may also be submitted through the Portuguese Complaints Book (Livro de Reclamações), including its electronic platform, or to the Portuguese Health Regulatory Authority (Entidade Reguladora da Saúde), in accordance with applicable law.
The Institute will handle and respond to complaints in accordance with the procedures and deadlines established by law.

16. Acceptance of terms

Before completing a booking, patients will have access to the full version of these terms in a format that allows them to read and retain it.
Confirmation of the booking will depend on express acceptance of these terms through a dedicated mechanism on the platform that is not pre-ticked.
The rules concerning cancellation, rescheduling, non-attendance and their financial consequences will be presented clearly and prominently before confirmation and payment.
The Institute will retain a record of express acceptance, including the date, time and version of the terms made available at the time of booking, in accordance with applicable law.
Acceptance of these contractual terms does not replace the informed consent required for the provision of healthcare.

17. Matters not expressly covered

Matters not expressly covered by this Policy will be assessed individually by the Institute, taking into account applicable law, patients' rights, the specific circumstances and the principles of good faith, reasonableness and proportionality.
Nothing in this Policy is intended to restrict or override patients' statutory rights.

18. Amendments to this Policy

The Institute may update this Policy whenever necessary, particularly as a result of changes in legislation, regulations or the operating conditions of its services.
The version currently in force will always be available on the Institute's website.
Amendments will apply to new bookings made after their effective date.