The following cancellation and refund outcomes apply to bookings on Afya1 unless a service-specific policy states otherwise.
| Timing / Event | Outcome |
|---|---|
| Patient cancels more than 24 hours before the Session | Full refund to the Patient |
| Patient cancels 12 to 24 hours before the Session | 50% refund to Patient, 50% paid to Provider |
| Patient cancels less than 12 hours before the Session | No refund; full payment to the Provider |
| Provider cancels | Full refund to the Patient, regardless of timing |
| Provider declines at Booking request | Full refund to the Patient; Booking re-offered to another Provider |
Patient payments are held in escrow. If a dispute is raised within the dispute window and upheld, refunds are processed based on available evidence including session logs and attendance records.
For cancellation support, contact support@afya1digital.com.