Booking, Payment, Cancellation, Rescheduling and Refund Policy

1Consultation fees

Current fees are:

• ENT consultation: €100
• Integrative Medicine consultation: €150

These fees correspond to a full medical consultation and not to an isolated procedure.

For ENT, ear-wax (cerumen) removal is not provided as a stand-alone service. What is delivered is a medical ENT consultation, during which the ear, the ear canal and the tympanic membrane are evaluated. If wax is present and removal is clinically indicated and safe, the procedure may be performed within the consultation.

Even when the patient believes it is "just wax", it is necessary to confirm that no relevant factors are present — such as inflammation, infection, eczema, pain, tympanic perforation, hearing loss, surgical history or other findings that may change the clinical approach.

For this reason, the applicable fee is the ENT consultation fee.

2Operation by prior appointment

The practice does not operate on a walk-in basis, open-door schedule or with continuous on-site presence of the doctor.

Dr. Pedro Stapleton-Garcia attends the practice according to appointments previously scheduled and confirmed. Each time slot represents clinical time specifically reserved for that patient.

A booking is only definitively confirmed after:

1. a date and time being proposed;
2. the patient accepting the proposed time;
3. payment of the consultation fee;
4. sending the corresponding payment receipt within the indicated deadline.

Until the payment and receipt have been received, the appointment is not considered confirmed and the slot may be made available to another patient.

3Payment receipt deadline

After a time slot is proposed and accepted, the payment receipt must be sent within 2 hours.

If the receipt is not received within that period, the booking may be cancelled without further notice and the slot may be reassigned to another patient.

This rule exists to ensure fair management of the schedule and avoid prolonged blocking of time slots that could be needed by other patients.

4Payment security

Payments must be made exclusively through the official details provided by the practice.

Upon receipt of the proof of payment, the team confirms the booking by message. The invoice/receipt is issued with the details provided by the patient.

The advance payment is not an additional fee. It is simply the prepayment of the medical consultation being reserved.

5Cancellation with at least 48 hours' notice

The patient may cancel the appointment with at least 48 hours' notice before the scheduled time.

When cancellation is made with at least 48 hours' notice, the amount paid may be refunded in full.

Cancellation requests must be made in writing, preferably through the same channel used to book the appointment.

6Rescheduling with at least 48 hours' notice

The patient may request to reschedule the appointment with at least 48 hours' notice before the scheduled time.

For rescheduling, an administrative rescheduling fee of €30 applies.

This fee covers the administrative processing of the change, schedule management and the reservation of a new consultation slot.

The amount previously paid for the consultation remains as credit for the new date, and the additional €30 rescheduling fee must be paid to confirm the new slot.

The new appointment is only confirmed once the rescheduling fee has been paid and the corresponding receipt has been sent.

7Cancellations or rescheduling requests with less than 48 hours' notice

Cancellations or rescheduling requests submitted with less than 48 hours' notice are reviewed individually.

In these cases, refunding the amount paid or applying it to a new booking may only be considered upon presentation of a valid reason and, where applicable, supporting documentation.

Acceptance of the request will depend on the practice's analysis, taking into account the reason presented, the notice period, the ability to fill the slot and the impact on the schedule.

When rescheduling with less than 48 hours' notice is exceptionally accepted, the €30 administrative rescheduling fee also applies.

8No-show

In case of no-show without prior notice, the amount paid is not refundable and may not be used as credit for a new appointment.

A no-show is defined as the patient failing to attend at the scheduled time without communicating the impossibility in advance.

Retention of the amount paid is justified by the fact that the slot was reserved exclusively for that patient, preventing another patient from being scheduled at the same time.

Should the patient wish to attend a future consultation, a new booking and a new payment will be required.

Only in exceptional, duly justified and documented situations may the practice consider an alternative solution. That decision rests exclusively with the practice, after case-by-case analysis.

9Late arrival

Patients are kindly asked to arrive at the scheduled time.

Significant delays may compromise the consultation, especially when other patients are scheduled afterwards.

If the delay prevents the consultation from being properly conducted, the situation may be considered equivalent to a no-show, without guarantee of refund or free rescheduling.

10Medical acts and procedures during the consultation

The medical consultation includes clinical assessment, examination, diagnostic and therapeutic guidance, and any medical acts that, in the consultation context, are considered clinically indicated and feasible to perform.

In ENT, certain simple procedures — such as ear cleaning when indicated — may be performed during the consultation. The decision to perform any procedure always depends on medical assessment and clinical safety.

Payment for the consultation does not guarantee that a specific procedure will be performed if the doctor considers it not indicated, not safe, or requiring a different assessment or treatment plan.

11Acceptance of the policy

By requesting and confirming a booking, the patient declares to have been informed of:

• the consultation fee;
• the need for advance payment for confirmation;
• the deadline for sending the payment receipt;
• the rules for cancellation, rescheduling and refund;
• the €30 administrative rescheduling fee;
• the fact that there is no walk-in service;
• the medical nature of the consultation, including in cases where the apparent reason is only ear-wax removal.

Confirmation of the appointment implies acceptance of this policy.