Zenty Online is a platform that connects clients (patients) with healthcare providers for medical services, including home visits. This cancellation policy outlines the rules and procedures for canceling an appointment initiated by either the client or the service provider. The goal is to ensure clarity and fairness for all parties involved, while minimizing disruptions to the healthcare service delivery. By adhering to this policy, both clients and providers can better plan their schedules and communicate expectations. Below, we detail the specific cancellation scenarios and corresponding policies.
If a client wishes to cancel an appointment, it is recommended that they do so at least 48 hours in advance of the scheduled appointment time. This allows the service provider sufficient time to adjust their schedule and potentially offer the slot to another client. Cancellations made with 48 hours or more notice will incur no cancellation fee (unless noted otherwise for specific services). Clients should initiate the cancellation through their Zenty Online account or via the platform’s communication channels (e.g., the app or email) to ensure proper documentation. For instance, if a client cancels well in advance, the provider may be able to fill the slot with another client without any financial loss.
If a client cancels an appointment with less than 24 hours’ notice, a cancellation fee will be applied. This fee is equivalent to 50% of the total service cost (or a fixed fee as specified for the particular service) and will be charged to the client’s account on the Zenty Online platform. The rationale for this fee is to compensate the service provider for the inconvenience and lost income caused by the last-minute cancellation. It is important to note that cancellations made within 24 hours may still be possible if the provider agrees to reschedule or accommodate the client. However, the fee will be non-refundable unless the provider consents otherwise. For example, if a client cancels a home visit scheduled for tomorrow with only a few hours notice, the provider may not be able to easily reschedule and will incur a loss, hence the 50% charge.
If a client fails to appear for an appointment without prior notice or a valid reason, this is considered a no-show. In such cases, the client will be charged the full cost of the service. A no-show indicates a significant disruption to the provider’s schedule and causes financial loss. Therefore, Zenty Online encourages clients to contact the provider or the platform immediately if they anticipate they will not be able to attend. If a client has a legitimate reason (e.g., a medical emergency or unforeseen family issue), they should provide evidence of the reason to Zenty Online support for review. If approved, the full charge may be waived or adjusted on a case-by-case basis. For example, if a client is in a car accident and cannot make an appointment, providing a medical report may result in the full charge being waived.
Service providers on the Zenty Online platform are also expected to follow proper cancellation procedures. If a provider needs to cancel an appointment, they should do so as soon as possible and ideally at least 48 hours before the scheduled time. This allows the client adequate notice to find an alternative appointment. Providers should inform the client through the platform (e.g., via the app or email) about the cancellation and the reason for it (if applicable). If a provider cancels with 48 hours or more notice, Zenty Online will work with the client to reschedule the appointment at a mutually convenient time. For example, if a provider has to cancel a home visit scheduled for next week due to a personal commitment, they should notify the client well in advance and help them find another time slot.
If a provider cancels an appointment with less than 24 hours’ notice, they will be subject to the same cancellation fee policy as clients. Specifically, the provider will be required to pay 50% of the service costto the client. This ensures that clients are not unduly penalized by last-minute provider cancellations. In addition, Zenty Online may take administrative actions, such as issuing a warning or adjusting the provider’s profile rating, depending on the frequency of such cancellations. The provider should also make a good-faith effort to reschedule the appointment if possible, to minimize inconvenience to the client. For instance, if a provider has to cancel a home visit scheduled for the next day with only a few hours notice, they should compensate the client for the loss and try to offer a new appointment time.
In certain emergency or unforeseen situations, a provider may need to cancel an appointment with little or no prior notice. For example, a provider might fall ill or face an unexpected family emergency that prevents them from attending the scheduled service. In such cases, Zenty Online recognizes that the provider acted in good faith and will not penalize them with a cancellation fee. Instead, Zenty Online will immediately assist the client in finding an alternative solution. This may include connecting the client with another available provider or rescheduling the appointment to the next available time slot as soon as possible. The provider should communicate the emergency situation to Zenty Online and the client as soon as it arises. If possible, the provider should provide evidence of the emergency (e.g., a medical certificate or official notice) to support their claim. By handling these cases on a case-by-case basis, Zenty Online aims to support both clients and providers while maintaining service continuity.
Both clients and providers must be aware of the financial implications of cancellations. The following table summarizes the cancellation fees and charges based on the timing of the cancellation:
| Timing of Cancellation | Client Cancellation Fee | Provider Cancellation Fee |
|---|---|---|
| ≥ 48 hours in advance | 0% of service cost (no fee) | 0% of service cost (no fee) |
| ≤ 24 hours in advance | 50% of service cost | 50% of service cost |
| No-show or cancellation without notice | 100% of service cost | N/A (no charge to provider) |
It is important to note that these fees are subject to any additional terms or charges specified for particular services (for example, some specialized services might have a flat cancellation fee regardless of timing). All fees are charged in the local currency (ZAR – South African Rand) and will be applied to the client’s account balance or deducted from the client’s payment method. If a provider is required to pay a cancellation fee, Zenty Online will collect the fee from the provider and credit it to the client’s account, subject to verification. For example, if a provider cancels within 24 hours, Zenty Online will ensure the client is compensated for the loss, typically by crediting their account or offering a credit note.
Zenty Online encourages clients and providers to work together to reschedule appointments whenever possible. If a cancellation occurs, either party should reach out to the other through the platform to explore rescheduling options. For clients, this may involve choosing a new time slot that is available on the provider’s schedule. For providers, it may involve offering the client an alternative appointment time that fits their availability. Zenty Online will facilitate communication and can assist in finding suitable new appointments if needed. Rescheduling is generally allowed if the request is made within a reasonable timeframe. If a client cancels more than 48 hours in advance, they can typically reschedule the appointment without any additional charge. If a client cancels within 24 hours, rescheduling is still possible but may incur a fee (unless the provider agrees to waive it). Similarly, providers who cancel with less than 24 hours’ notice should try to reschedule the appointment and may need to compensate the client (as per the 50% fee policy). Rescheduled appointments should be confirmed by both parties on the platform to ensure clarity. For example, if a client cancels a home visit a week in advance, they can easily reschedule for another week at no extra cost, whereas if they cancel a few hours before, they might have to pay a fee unless the provider agrees to reschedule at no charge.
In certain situations, the standard cancellation policy may not apply. Zenty Online reserves the right to make exceptions or adjustments on a case-by-case basis. For example, if a client has a legitimate reason for a cancellation that is beyond their control (such as a medical emergency or a family crisis), Zenty Online may waive the cancellation fee or allow rescheduling without charge. Providers may also have special circumstances (e.g., a sudden illness or unforeseen personal emergency) that require canceling an appointment; in such cases, Zenty Online will review the situation and may assist in finding a solution for the client (such as providing an alternative provider or rescheduling). All special cases must be reported to Zenty Online’s customer support as soon as possible. Clients should provide documentation or evidence of the reason (e.g., a doctor’s note for a medical emergency) and providers should communicate the reason for cancellation to the client and to Zenty Online. Zenty Online’s management will then evaluate the situation and decide on the appropriate course of action. It is important to note that abuse of the exception policy (e.g., frequent last-minute cancellations without valid reasons) may result in the suspension or termination of the client’s or provider’s account, as determined by Zenty Online’s terms of service.
Both clients and providers can initiate a cancellation through the Zenty Online platform. Here are the general steps:
All cancellations initiated through the platform are recorded and will be considered official. If you have any difficulties or questions during the cancellation process, you can contact Zenty Online’s customer support team for assistance. The support team can help with any issues, such as confirming cancellation, rescheduling, or handling fees. For example, if a client or provider encounters technical difficulties canceling an appointment, they can reach out to support for help.
If you have any questions or need further clarification regarding this cancellation policy, please contact Zenty Online’s customer support. You can reach us via:
Our support team is available to assist with cancellations, rescheduling, or any other concerns. Please note that any changes to this cancellation policy will be posted on the Zenty Online website and communicated to users via email or in-app notifications. It is the client’s and provider’s responsibility to review and comply with the latest version of the policy.
