Everything about your bookings lives in one place: My Appointments, in the clinic's app or on the clinic's website. This guide covers what you can see there, what your dashboard suggests you do next, how to cancel or move a booking, and what happens to appointments you booked for someone else in your family.
Finding your appointments
Sign in and open My Appointments. Each booking shows the doctor, the date and time, who it is for, and its current status.
Statuses you will see:
- Confirmed — everything is done. Turn up, or join if it is a video consultation.
- Pending — usually an incomplete payment. Finish it, or the slot may not be held.
- Cancelled — by you or by the clinic.
- Completed — you have been seen. Your prescription and receipt sit here.
- No-show — the clinic marked a confirmed visit as missed.
If an appointment is not confirmed, sort that out before the day. An unconfirmed booking cannot be joined and may not hold your place.
Your dashboard: what to do next
On the clinic's website, Dashboard in the sidebar opens with a card that tells you what to do next. It shows one of three things, in this order:
- A follow-up that is due — "Your follow-up is due" (or "Follow-ups due" if there are several), with a line such as "Your follow-up with [doctor] is valid until [date]. Next open date: [date]." The button — Book your follow-up with [doctor], or Book a follow-up for [name] with [doctor] for a family member — takes you straight to that doctor's follow-up times.
- Otherwise, your next visit — "Your next visit", with the doctor, the date and time and who it is for, and the buttons View appointment and Book for a family member.
- Otherwise — "Book a visit", with Book a new appointment and Book for a family member.
Below it, Upcoming Appointments lists your confirmed visits from today onwards.
In the clinic's app, the Home tab works the same way. A follow-up that is due comes first — "Time for your follow-up" (or "Time for [name]'s follow-up" for a family member) with a Book follow-up button, or "Your follow-ups are due" with Choose a follow-up when there are several. With no follow-up due, Home shows your next visit, or Book a new appointment, and Book for a family member is always there. Older versions of the app do not have this screen.
Walk-in versus video appointments
The two behave differently, and the row tells you which is which.
- Walk-in — you attend the clinic. If your clinic uses a token queue you will get a token when you arrive, and can see how many patients are ahead of you.
- Video consultation — you join from wherever you are. A join button appears on the row, and you also receive a one-tap link by SMS. Video appointments never appear in the clinic's in-person queue, so do not wait for a token.
See Joining your video consultation for the full detail.
Rescheduling
You cannot move an upcoming appointment yourself. To change the time, either cancel and rebook, or phone the clinic and ask them to move it for you.
Two things to know:
- If the clinic moves your appointment, you get an SMS and the appointment shows that it was rescheduled.
- If it is a video consultation, your old SMS join link stops working. The new confirmation carries a fresh link for the new time, so always use the most recent message.
The one appointment you can reschedule yourself is one you missed, where your clinic offers it: a Reschedule button appears on that visit in My Appointments, and the page shows what it costs before you pay. While a missed appointment with a doctor is still open, that person cannot book the same doctor again — reschedule or cancel the missed visit first, or phone the clinic.
Cancelling
Open the appointment and choose to cancel. You will be asked to confirm, and you receive an SMS once it is done.
Whether you get money back, and how much, depends on your clinic's own cancellation policy and how close to the appointment you cancel. Some clinics charge a cancellation fee. That policy belongs to the clinic, not to Treatlly, so check their terms or ask the front desk if you are unsure.
A video consultation the doctor never joined is the one case you can cancel yourself after the visit: once the call window has closed (at the latest by the next morning), a Cancel button comes back on that visit for 7 days after the visit date, and cancelling refunds you in full with no cancellation fee. See Joining your video consultation.
Cancelling early is always better than not turning up. A no-show is usually treated less generously than a cancellation, and it costs the clinic a slot another patient could have used.
If the clinic cancels or moves your appointment
You are notified by SMS. This happens when a doctor is unavailable or the clinic closes for a holiday.
You can then book another slot yourself, or contact the clinic to arrange one. If you had paid, any refund follows the clinic's policy — contact them if nothing arrives.
Booking for family members
You can book for other people from your own account. Those appointments belong to your account, so they appear in your My Appointments list and you manage them from there.
That includes joining a video consultation on their behalf — the join button is on your list, not theirs. For an elderly parent or a child, this is usually what you want: you open the call and hand over the phone.
Each family member is treated as their own patient. What they can book with a doctor — a new appointment, their follow-up, or nothing until an existing visit is over — depends on their own visits, not yours, so your appointment never stops you booking the same doctor for them.
Family Members shows how many people you have added out of the clinic's limit — for example "2 of 6 family members". Once you reach it, the add button is replaced by a note asking you to contact the clinic if you need to add someone else.
Your name, age and sex after booking
Once you have a booked appointment, your name, age and sex are fixed. On My Profile they show greyed out with the note "Name, age and sex are on record with the clinic from a booked appointment. To correct them, please contact the clinic." The same applies to each family member once they have been booked.
Everything else — weight, address, city, state and email — you can still change at any time. If your name, age or sex is genuinely wrong, ask the clinic to correct it.
Receipts and prescriptions
Both sit with the appointment. Once you have been seen, open the completed appointment to find the prescription your doctor signed and your payment receipt. In the clinic's app, View prescription opens it on the clinic's own letterhead, and the app tells you when it is ready.
The receipt is for the booking payment. If you missed a visit and paid a no-show fee to move it to a new time, that fee has its own receipt: press No-show fee receipt on the appointment's row in My Appointments, or open the fee under My Transactions. In the clinic's app it appears below the booking receipt on the Receipt screen.
See Viewing your prescriptions.
Common questions
| Situation | What to do |
|---|---|
| Appointment still shows Pending | Payment did not complete. Open it and pay again, or contact the clinic. |
| Want to move an upcoming appointment | You cannot move it yourself. Cancel and rebook, or phone the clinic and ask them to move it. |
| Cannot book a new appointment with the same doctor | That person already has an appointment (or a missed one) with that doctor, or a follow-up with that doctor is due. The booking page tells you which before any times appear. |
| Old SMS join link does not work | The appointment was rescheduled. Use the newest SMS. |
| Booked with the wrong doctor | Cancel and rebook, or ask the clinic to move it. Cancellation terms may apply. |
| Name, age or sex is greyed out | They are fixed once you have booked. Ask the clinic to correct them. |
| Cannot see an appointment you booked | Check you are signed in with the same mobile number you booked with. |