What happens to the payment if my order is declined?
Find out what happens to your payment if a PrivateDoc consultation is declined. Learn about our pre-authorisation process and how holds are released.
We understand that you may want to know what happens financially if our medical team determines that treatment is not clinically safe or appropriate for you.
When you submit an online consultation, no money is immediately drawn from your account. Instead, we take a temporary pre-authorisation (a standard bank hold) to ensure the funds are available should your request be approved.
If our prescribing clinician reviews your case and declines the consultation, the following actions occur automatically:
- Payment Hold Cancelled: We immediately cancel the pre-authorization hold on our side.
- Full Release of Funds: Because the money never actually left your account, there is no payment to refund. Your bank will simply release the hold, and the pending transaction will disappear.
- Processing Times: Depending on your bank or credit card provider, it usually takes between 1 and 5 working days for the pending transaction to clear from your statement.
Our primary focus is always your clinical safety. If a treatment is declined, it is because our medical team has determined it is not the safest option for your specific health profile.