Booking, follow-up and online-care policies
Operational rules for appointments, payment, technology, prescribing, privacy, emergencies and complaints.
This clinic is not an emergency service
For immediate risk, attempted suicide, severe agitation, acute psychosis, intoxication or withdrawal, altered consciousness, or a medical emergency, go to the nearest functioning emergency department and do not wait for a clinic response.
Emergency guidanceBooking confirmation
An appointment is confirmed after the required booking and payment steps are completed and verified through the administrative channel. Payment alone does not create an appointment outside the schedule.
Duration and late arrival
Appointments are normally 40 minutes from the scheduled start. Arrival more than 10 minutes late may prevent the session from starting and does not extend the end time.
Cancellation and non-attendance
At least 24 hours’ notice is requested. Late cancellation or non-attendance is treated as a missed appointment unless the clinic approves an exception for a documented exceptional circumstance.
Clinic cancellation
If the clinic cancels, a replacement appointment, payment transfer or feasible refund is arranged without a new booking fee.
Technical failure
A brief interruption is followed by a reconnection attempt. If meaningful clinical care could not be delivered, the clinician decides whether to reschedule, complete later or adjust payment according to what was actually provided.
Duplicate payments and refunds
Duplicate or mistaken payments are reviewed after verification. Refunds may not be immediate because of transfer limitations; the amount, method and expected timeframe are documented.
For booking, payment, links, notices and brief administration only. It is not used for assessment, therapy, symptom analysis or medication changes.
Prescriptions
Prescriptions are not automatically renewed and doses are not changed outside the agreed medical framework. Review or investigations may be required before renewal.
Privacy and recording
Appointments may not be recorded, photographed or shared without explicit permission. The person should use a private setting and must not drive or perform hazardous work during the appointment.
Care outside Sudan
Some services, particularly prescribing and formal reports, may be restricted by location, local requirements and the availability of safe follow-up.
Unsuitable care
Care may be paused, ended or referred when online care is insufficient, safety or continuity cannot be maintained, or the requested service is outside professional scope.
Complaints
Complaints use the formal route. A good-faith complaint does not lead to retaliation or unjustified denial of appropriate care.