Managing your appointments

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, how to reschedule or cancel, and what happens to appointments you booked for someone else in your family.

Finding your appointments

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.

If an appointment is not confirmed, sort that out before the day. An unconfirmed booking cannot be joined and may not hold your place.

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

Open the appointment and choose to reschedule, then pick another available slot for the same doctor.

Two things to know:

You can only move to a slot that is genuinely open. If nothing suitable appears, the doctor has no free capacity — contact the clinic and they may be able to help.
If it is a video consultation, your old SMS join link stops working. Rescheduling issues a new link for the new time, so always use the most recent message.

You are sent a confirmation by SMS when the change goes through. If you do not receive one, check the appointment before assuming it moved.

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.

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.

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.

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.
No reschedule option	Too close to the appointment time, or the clinic does not allow self-service changes. Phone them.
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.
Cannot see an appointment you booked	Check you are signed in with the same mobile number you booked with.