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How do I cancel, reschedule, or get a refund for an appointment or device?

Short answer

A few things make this simpler than it sounds:

  • Omply is on-demand, so you don't book a fixed time slot — there's usually nothing to "reschedule." You just start a new request when you're ready.
  • Your card is charged after the appointment, not when you start a request.
  • Devices have a published return/refund policy (a 14-day right of withdrawal for consumers, conditions apply — see below). Note these are medical devices, so an opened or used device can't be returned for a full refund. Appointment refunds aren't covered by a published policy yet and are handled case by case via support@omply.com.

Cancelling or rescheduling an appointment

  • Before you're connected to a doctor: you can close or cancel the request in the app. Because payment is only taken after an appointment, simply not proceeding means no appointment fee is charged.
  • "Rescheduling": since there are no fixed time slots, you don't move an appointment — you just start a new request when it suits you. See How quickly can I see a doctor through Omply?.
  • Special circumstances (e.g. you were charged but believe you shouldn't have been): contact support — see below.

Refunds for appointments

Omply has not published a formal refund policy, so refunds are handled case by case. A couple of useful pointers:

Important — please read before opening your package. Every device sold in the Omply shop is (at the moment) a medical device. For hygiene and medical-safety reasons, a device cannot be returned for a full refund once it has been used or its seal / original packaging has been opened. So: (1) before ordering, check that the device is right for you, and (2) if you're at all unsure, contact customer service before opening the package. Please don't open the box and send it back expecting a full refund.

Devices do have a return and refund policy — see Product Return Instructions Step by Step for full details. In summary:

  • Consumers have a 14-day right of withdrawal from the day the device is received. Business customers don't have an automatic right of return.
  • The device must be returned unused, clean, undamaged, with an unbroken seal and complete original packaging, accessories and instructions — otherwise the return may be refused or its value reduced.
  • Authorise the return with support first — request it via your Shopify account or support@omply.com, including your name, order number, the items and their serial numbers, the reason, and whether you want a replacement, partial or full refund (add photos if it arrived damaged).
  • You pay the return shipping, so pack the device securely in its original box — Omply isn't liable for transit damage from inadequate packaging.
  • Once the return is received and inspected, refunds go to your original payment method, usually within 1–2 weeks.

Before ordering, if you're unsure which devices you need or whether they can be returned, contact support first — see also How do I choose and order the right diagnostic device kit?. Still waiting on a device that hasn't arrived? Check When will my diagnostic device kit arrive and how do I track it? before requesting a refund.

How to contact support

For anything not handled automatically in the app — a cancellation question, a disputed charge, or a device return — email support@omply.com and include:

  • Your full name and the email linked to your Omply account
  • Order or appointment details (date, time, and order number if available)
  • A clear description of your request (e.g. cancellation inquiry, device concern, billing question)

This is the fastest way to get a case-specific answer while the formal policy is being finalised.

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