Clinic Refund and Chargeback Policy Template
Refunds are something no clinic wants to discuss, until the day it has to. Without a written rule, every case becomes an emotional negotiation, with a risk of unequal treatment between patients and of public conflict. A simple policy, delivered before payment, protects the patient (who knows what to expect) and the clinic (which has a criterion for deciding).
This template covers cancellation before the procedure, an unused package, dissatisfaction and service failure. It connects to the procedure package contract, the cancellation and no-show policy and the payment receipt.
When should you use this template?
Before the first charge for any procedure, especially when there is a deposit, a package or advance payment. Present the policy together with the quote, and ask for acceptance at the same time as the contract.
How do you adapt it?
- Separate the situations: withdrawing before any procedure, a partly used package, dissatisfaction with the result and service failure each get different treatment.
- Set deadlines: how long the patient has to ask and within how many business days the clinic responds.
- Explain retentions: if any cost is retained (material already opened, card processing fee), say which one and how it is calculated.
- Define the refund method: the same payment method, Pix, clinic credit. Cards depend on the issuer.
- Record everything: the request, the review and the decision go into the administrative file.
What situations usually come up?
| Situation | Question the policy answers |
|---|---|
| Withdrawal before the procedure | Is there a full refund? How much is the fee, if any? |
| Unused package | What is the validity period? Is there a proportional refund? |
| Patient no-show | Is the deposit kept? Under what conditions? |
| Dissatisfaction | What is the path: assessment, touch-up, case review? |
| Clinic failure | Who decides and how fast? |
| Card chargeback | Who requests it from the issuer and how long does it take? |
Refund and chargeback policy template
What should you do when a conflict arises?
Answer in writing, calmly and within the promised deadline. Record the conversation and avoid discussing the case in public or on social media. If needed, offer a clinical reassessment before the financial decision, and keep the reasoning in the patient record. A well-handled informed consent from the start prevents many refund requests.
Frequently asked questions
Can a procedure that has already been performed be refunded?
It depends on the case, on what was agreed in writing and on the applicable law. In general, a service already provided is not returned, but a partial refund may apply for a failure, an unused package or a cancellation before the procedure. Confirm with a lawyer.
Can the patient ask for a card chargeback?
They can ask, and the clinic should set clear rules for reviewing the request. The deadline and method depend on the card issuer and the payment method, and the policy should say so up front.
Is it valid to deduct material costs from the refund?
If it is clearly and proportionately provided for in the contract and the policy, it can be discussed. Abusive or undisclosed retention tends to cause conflict, so review it with legal advice.