Every customer left waiting is a customer lost.

Appointments may be cancelled or rescheduled according to the conditions described in this policy. Patients must communicate any changes with as much notice as possible.

Cancellations made less than 24 hours in advance may be subject to a 50% penalty of the appointment cost. Rescheduling within the following 30 days incurs no additional charge.

The reason for the cancellation will be recorded to assess whether any of the planned exceptions apply. Changes due to work shift adjustments are not automatically considered a justified cause.

Cancellations due to documented medical emergency or duly accredited force majeure are exempt from any penalty.

The system will automatically apply the appropriate criterion: penalty, free rescheduling, or referral to manual review, depending on the detected circumstances.

Once the case has been assessed, the patient will be informed of the resolution via the same channel through which the request was made, ensuring consistency across all contact methods.