Cancellation, Rescheduling & Refund Policy

Roczar Health of America Inc., doing business as DoctorsDirect

Effective Date: July 10, 2026  |  Last Updated: July 11, 2026  |  Version 1.4

Legal Entity and Brand. "DoctorsDirect" is a service and brand operated by Roczar Health of America Inc. ("Roczar," "DoctorsDirect," "we," "us," or "our").

This Policy governs cancellations, rescheduling, missed appointments, service failures, credits, and refunds for healthcare and healthcare-related services booked or paid for through DoctorsDirect. It forms part of the applicable DoctorsDirect Terms of Use and Self-Pay Agreement and is incorporated into each booking.

By completing a booking, the patient, purchaser, parent, guardian, or authorized representative (collectively, "you") acknowledges that the applicable appointment terms and any provider-specific terms disclosed before payment have been reviewed and accepted.

1. Important Principles

DoctorsDirect coordinates access to independent healthcare providers and facilities. Unless expressly stated otherwise, the treating provider or facility, not DoctorsDirect, delivers and is responsible for the clinical service.

Appointment availability is limited. Providers may reserve personnel, equipment, rooms, transportation, or other resources specifically for a booking. Cancellation and no-show charges are intended to reasonably reflect those reserved resources and administrative costs, and are not intended to operate as a penalty.

A provider-specific cancellation rule may apply when it is clearly disclosed before payment. If a disclosed provider-specific rule conflicts with this Policy, the provider-specific rule controls for that booking. Mandatory law always controls.

Some bookings are fulfilled by a third-party Provider or service partner. For any such booking, DoctorsDirect will honor the more consumer-favorable of this Policy or the provider-specific terms disclosed before payment for that booking, as those terms are then in effect.

Nothing in this Policy limits any right or remedy that cannot lawfully be waived, including rights concerning unauthorized, duplicate, incorrect, or undelivered charges.

2. Definitions and Timing

"Appointment Time" means the scheduled start time shown in the booking confirmation, in the local time zone of the service location or, for telemedicine, the patient's location unless otherwise stated.

"Business Day" means Monday through Friday, excluding U.S. federal holidays, unless the booking confirmation states otherwise.

A cancellation or rescheduling request is effective when received through an approved channel identified in the booking confirmation, patient account, or customer-support instructions. Leaving a voicemail, email, text, or portal message does not guarantee receipt unless that channel is identified as approved.

Some visits are fulfilled by a third-party Provider or service partner. Where a booking confirmation directs you to cancel or reschedule a visit through a specific Provider or partner channel, you must use that channel, and the request is effective only when it can be actioned with that Provider or partner before the applicable deadline. Submit requests with enough time before the deadline to be processed.

Deadlines are measured from the Appointment Time. "Clinical Encounter Begins" means that the licensed Provider has joined the visit and has begun evaluating or communicating with the patient for clinical purposes. Entering a virtual waiting room, completing intake, uploading documents, testing technology, or communicating solely with administrative personnel does not by itself mean the clinical encounter has begun. If a booking is made after the applicable free-cancellation deadline, it may become nonrefundable once the Provider or service partner accepts the booking or commits resources, as clearly disclosed before payment.

3. Service-Specific Rules

Service	Free Cancellation / Credit	Late Cancellation, Reschedule, or No-Show
Telemedicine	Full refund of the virtual clinical-service charge if cancelled at least 3 hours before the Appointment Time. If a same-day virtual visit is booked in error, a full refund is available when cancellation is requested within 1 hour of completing the purchase, provided the Clinical Encounter has not begun.	Cancellation less than 3 hours before the Appointment Time or a no-show is not eligible for a refund of the virtual clinical-service charge, and the fulfilling Provider may remain entitled to payment under the provider-specific terms disclosed before payment. No refund is available after the Clinical Encounter Begins, except when the Provider fails to deliver the service, a material technical failure attributable to the Provider or DoctorsDirect prevents the encounter, or applicable law requires otherwise. If the fulfilling Provider offers to reschedule or to substitute another provider or time and you decline, you may instead request a refund to the extent the provider-specific terms allow. Any separately disclosed DoctorsDirect coordination or concierge fee is refunded when cancellation occurs within the applicable free-cancellation window, and is otherwise handled as disclosed at checkout and as permitted by law.
Specialist Visit	Full refund or full booking credit if cancelled at least 24 hours before the Appointment Time.	One complimentary reschedule may be allowed if requested at least 3 hours before the Appointment Time and accepted by the provider. A cancellation within 24 hours or a no-show may incur a $75 charge, not exceeding the amount paid for the affected service.
Urgent Care	No cancellation or rescheduling charge if requested at least 2 hours before the Appointment Time.	Within 2 hours or no-show: a $15 charge may apply. At our discretion, that amount may be converted to booking credit if a replacement visit is completed within 7 days.
House Call	Full refund or full booking credit if cancelled at least 24 hours before the Appointment Time.	A one-time courtesy reschedule may be allowed when requested more than 4 hours but less than 24 hours before the Appointment Time, subject to provider availability. Within 4 hours, no-show, patient unavailable, unsafe access, incorrect address, or a booking made within 2 hours and later cancelled: up to the full amount paid may be retained.
Laboratory	Full refund if cancelled before 12:00 p.m. local time on the Business Day preceding the appointment, unless a different deadline was disclosed. If the fulfilling Provider or service partner applies a longer or completion-based cancellation window, for example a period measured from the purchase date, that window governs for services it fulfills when disclosed before payment.	A later cancellation or reschedule may incur an administrative charge of up to 20% of the amount paid, plus any nonrecoverable third-party charge disclosed or documented. Full refund if the service is not performed for reasons outside the patient's control.
Imaging	Full refund if cancelled before 12:00 p.m. local time on the Business Day preceding the appointment, unless a different deadline was disclosed. If the fulfilling Provider or service partner applies a longer or completion-based cancellation window, for example a period measured from the purchase date, that window governs for services it fulfills when disclosed before payment.	A later cancellation or reschedule may incur an administrative charge of up to 20% of the amount paid, plus any nonrecoverable third-party charge disclosed or documented. Full refund if the service is not performed for reasons outside the patient's control.

Early-Morning In-Person Appointments. For specialist, urgent care, and house-call appointments scheduled before 11:00 a.m. local time, the latest ordinary rescheduling deadline is 2:00 p.m. local time on the preceding Business Day. A later request may be treated as a late cancellation when the provider cannot reasonably reassign the reserved time.

4. Patient Lateness, Availability, and Readiness

You must be present, reachable, and ready at the Appointment Time. For telemedicine, this includes a functioning device, adequate connectivity, required identification, and presence in a location where the provider is legally permitted to treat you.

For in-person services, you must arrive early enough to complete required registration and must bring required identification, orders, referrals, prescriptions, prior results, payment information, and any other materials disclosed in advance.

A provider may shorten, reschedule, or decline a visit when a patient is late, unreachable, not prepared, outside the provider's licensed jurisdiction, unable to provide required consent, presents an unsafe environment, or does not satisfy clinical or facility requirements. Such circumstances may be treated as a late cancellation or no-show unless caused by DoctorsDirect or the provider.

For laboratory and imaging services, failure to follow preparation instructions, including fasting, medication, hydration, contrast, pregnancy screening, arrival, referral, or physician-order requirements, may result in rescheduling and applicable charges.

5. Provider or Facility Cancellation; Service Not Delivered

If a provider or facility cancels, is materially delayed, lacks required capacity, or cannot provide the booked service, DoctorsDirect may offer a reasonably comparable replacement appointment.

You may decline a replacement that is materially different in provider type, location, date, time, service, or price. If no suitable replacement acceptable to you is secured, you will receive a refund of the amount paid for the undelivered service or, at your election, a booking credit.

No cancellation or no-show charge applies when the service failure was caused by DoctorsDirect, the provider, or the facility, or when the appointment could not lawfully or clinically proceed for reasons that were not reasonably knowable or controllable by the patient.

A patient's dissatisfaction with a clinical opinion, diagnosis, treatment recommendation, prescription decision, or outcome does not by itself mean the service was not delivered and does not create an automatic refund right.

6. Refunds and Booking Credits

Approved refunds are issued to the original payment method unless unavailable or prohibited. Review generally begins within 2 Business Days. Posting time is controlled by the bank, card network, or payment provider and commonly takes 3 to 10 Business Days after issuance.

If only part of a bundled service was delivered, any refund will ordinarily be limited to the identifiable undelivered component, less any disclosed and lawfully retained third-party or administrative charge.

Booking credits are not cash, are nontransferable unless we approve otherwise, and may be used only for eligible DoctorsDirect services. Any expiration date or material restriction will be disclosed in writing when the booking credit is issued. If no expiration date is stated, the credit will not expire, subject to applicable law.

Refunds do not include unrelated costs such as travel, lodging, lost wages, childcare, data charges, or other consequential expenses, except where required by law.

Duplicate, unauthorized, or demonstrably incorrect charges will be corrected after reasonable verification.

7. How to Cancel, Reschedule, or Request a Refund

Use the cancellation or rescheduling function in your patient account, the method stated in the booking confirmation, or the customer-support channel identified at checkout. You may also contact us directly:

Support: support@doctorsdirect.health
Telephone: +1 305-677-3786
Roczar Health of America Inc., 801 Brickell Avenue, Miami, Florida 33131

Provide the patient name, booking confirmation number, Appointment Time, service, and requested action. We may verify the requester's identity and authority before making changes or discussing payment or health-related information.

A request involving an exceptional circumstance should include a brief explanation and reasonably available supporting information. We may grant a waiver or accommodation in our discretion, but a one-time accommodation does not modify this Policy or require the same result in another case.

8. Payment Disputes and Chargebacks

Please contact DoctorsDirect promptly so we can investigate and, when appropriate, correct a charge. This request does not waive or restrict any right to dispute a charge with a card issuer, bank, or other payment provider. We may provide the payment provider with booking records, acceptance records, communications, and service-status information reasonably necessary to respond to a dispute, consistent with applicable privacy law.

Except for a dispute you raise directly with your payment provider, disputes relating to this Policy are governed by the Dispute Resolution, Arbitration, and Class-Action Waiver provisions of the then-current DoctorsDirect Terms of Use and Self-Pay Agreement.

9. Emergencies and Clinical Matters

This Policy concerns booking and payment only. DoctorsDirect is not an emergency service. Do not delay emergency care to cancel, reschedule, seek a refund, or contact customer support. Call 911 or go to the nearest emergency department for a medical emergency. Clinical decisions, including whether a service is appropriate, whether a prescription is issued, or whether a higher level of care is needed, are made by the treating provider.

10. Changes to This Policy

We may update this Policy prospectively. The version presented or linked at the time of booking ordinarily governs that booking, unless a change is required by law or is more favorable to the patient. Material changes will be posted with a revised effective date.

11. Severability; Mandatory Law

If any provision of this Policy is found unenforceable, it will be enforced to the maximum extent permitted and the remaining provisions will remain in effect. Where applicable law requires a longer cancellation period, a greater refund, a lower charge, or another consumer protection, that law controls.

Additional Protective Provisions

Provision	Details
Provider Delay	A Provider is considered materially delayed when a telemedicine Provider has not joined within 30 minutes after the Appointment Time, an office-based Provider cannot begin within 60 minutes, or a house-call Provider is expected to arrive outside the confirmed arrival window unless the patient agrees otherwise.
Urgent Care	Full refund or full booking credit applies when cancelled or rescheduled at least 2 hours before the Appointment Time.
House Calls	Any retained cancellation amount must be disclosed before payment, may not exceed the amount paid for the affected service, and must reasonably reflect reserved Provider resources, documented third-party costs, and administrative expenses.
Laboratory and Imaging	Any retained administrative or third-party amount must have been disclosed before purchase or represent a documented, nonrecoverable cost actually incurred.
Documented Emergencies	DoctorsDirect will reasonably consider documented hospitalization, medical emergencies, death in the immediate family, natural disasters, evacuation orders, or similar events outside the patient's reasonable control and may issue a waiver, refund, or booking credit.
Force Majeure	Neither DoctorsDirect nor a Provider is liable for delays caused by events beyond reasonable control. If the booked service cannot be delivered, the patient will receive a refund or booking credit for the undelivered portion consistent with this Policy.
Chargeback Rights	Nothing in this Policy requires a patient to contact DoctorsDirect before exercising any non-waivable right with a payment card issuer or bank.