1.Payment Recap
| Situation | What is required |
|---|---|
| Online booking | A 50% deposit or full payment by card. The booking is confirmed automatically, subject to review by our team. |
| Bank transfer or cash | Full payment within 12 hours, unless approved otherwise in writing. Unpaid bookings are released after 12 hours with no charge. |
| Priority booking (within 24 hours) | An additional $50 priority fee. |
| Same-day booking | Full payment before confirmation. |
| Deposit only | The balance is due before the service is rendered. |
2.How to Cancel or Reschedule
Cancel or reschedule using the link in your confirmation message, by messaging us on WhatsApp at (242) 821-2667, or by emailing info@bmmshealth.com. The notice period is measured from the time we receive your message to your appointment start time.
3.If You Cancel or Reschedule
| Notice given | What happens |
|---|---|
| 24 hours or more | Free reschedule, or a refund of amounts paid, less any applicable deductions (see Section 6). |
| Less than 24 hours | One free reschedule, subject to availability. If you cancel instead, BMMS may retain the deposit (or up to 50% of a full payment). |
| After the nurse has been dispatched | BMMS may retain a late-cancellation charge of up to $25 and any priority fee. |
| No-show (the nurse cannot reach you or access the location within 15 minutes of arrival) | Treated as a late cancellation after dispatch. |
The $50 priority fee is generally non-refundable once a nurse has been scheduled for a priority booking, except where BMMS cancels.
4.If BMMS Cancels or Cannot Attend
If BMMS needs to cancel or cannot attend your appointment, we will offer you a priority reschedule at no extra cost, including at short notice where availability allows. If no suitable time can be arranged, please contact info@bmmshealth.com and we will review your situation.
5.If a Visit Cannot Go Ahead
Unsafe environment or age not confirmed: if the nurse cannot proceed because the location is unsafe, or because the client's age (18 or over) cannot be confirmed, you may reschedule and arrange a suitable location or produce valid identification at the rescheduled visit. If you do not reschedule, the booking is treated as a late cancellation.
Clinical decision: if a clinician decides during the visit that a test or service is not clinically appropriate, BMMS will credit or refund the tests not performed.
Test fault: if a test cannot give a valid result because of a kit fault or sample error on our side, we will repeat the test free of charge.
Abusive or unsafe behaviour: if a visit is ended because of abusive or threatening behaviour, the booking is treated as a late cancellation and no reschedule is offered.
6.Refunds
Refunds are issued at BMMS's discretion in line with this policy, and may be given as a refund to the original payment method or as a credit toward a future booking.
Any deductions will be itemised in writing when the refund or credit is issued. Deductions may include card or bank processing fees, a late-cancellation charge, the priority fee, and the value of any tests or services already provided.
Approved card refunds are usually processed within 10 business days, and your bank may take further time to show them. Bank-transfer refunds are sent to the account the payment came from. Cash payments are refunded by bank transfer or by arrangement.
Refunds are based on the amount you actually paid, after any early-access or promotional discount.
7.Completed Services
Tests that have been performed and physician reviews that have been completed are not refundable, because the clinical work has been done and consumables have been used. A reactive, abnormal, or unexpected result is not grounds for a refund. If you are unhappy with the service itself, please use our complaints process (Terms of Service, Section 14).
8.Weather and Emergencies
If a hurricane warning, severe weather, or another emergency makes visits unsafe, we will reschedule at no cost.
9.Contact
Questions about a booking, cancellation, or refund: info@bmmshealth.com.