When refunds are and are not available, and how to request one.
Last updated: May 2026
MyFamilyGP is committed to fair, transparent billing. Fees are payable at the time of consultation, and patients receive a fully coded tax invoice they can submit to their medical aid. Where errors occur, or where a service has not been rendered, we will refund you promptly.
Consultation fees are charged once a consultation has taken place. As clinical care has been delivered, consultation fees are generally non-refundable. Exceptions:
Patient cancellations with less than two hours' notice, and no-shows, may incur a fee under our No-Show Policy. Any such fee is at the discretion of the practice. No refund is generally available where the policy applies.
Medications, vaccines, hormone preparations, iron infusion products, needle kits and other consumables that have been dispensed or administered are non-refundable. Where a product has been ordered for you but not yet administered, refund eligibility will be considered on a case-by-case basis, taking into account stock and supplier policies.
Medical reports, motivations, scripts, and other administrative services are charged once work has been done. These fees are non-refundable.
For external providers using our consulting room on a sessional basis: rental fees are payable in advance. Cancellations made more than 48 hours before the booked session will be refunded in full. Cancellations within 48 hours may forfeit the rental fee, at the practice's discretion.
To request a refund or dispute a charge, email info@myfamily.gp with your name, the date of service, and the reason for your request. We will respond within five working days.
Refunds will be paid back via the original payment method where possible (e.g. EFT or card reversal). Refunds may take up to ten working days to reflect, depending on your bank.
For all billing queries, contact info@myfamily.gp or call 021 439 6060.