Booking policies
What to expect when you book, reschedule or cancel a Refua Virtual Care visit.
Booking and confirmation
Virtual Care visits are booked and paid on our secure online calendar. Choose your visit type and an open time; your visit is confirmed once booking and payment are complete, and you will receive a confirmation by email with your secure video link.
You must be physically located in Ontario at the time of your appointment. Please have your health card or photo ID, a list of current medications and any recent results ready. All appointment times are shown in Eastern Time.
Rescheduling and cancellation
Please reschedule or cancel at least 24 hours before your appointment using the link in your confirmation email, or contact us at help@refua.ca or +1 (289) 475-5515 during support hours.
If you miss your appointment or cancel with less than 24 hours’ notice, the visit fee may not be refunded. If your nurse practitioner cannot attend, or a technical problem on our side prevents the visit, we will rebook you at no charge or refund your visit fee.
Refunds
Refunds, where applicable, are returned to the original payment method. If your nurse practitioner determines that virtual care is not appropriate for your concern, they will explain the recommended next step, such as in-person care.
All purchases, refunds and cancellations must be initiated through the Refua website or support team, as set out in our Terms of Service.
Follow-up and support
Your nurse practitioner will explain whether a follow-up is needed; follow-up visits are booked separately at the listed price. A referral does not guarantee specialist acceptance or a particular wait time.
Support hours: Monday–Friday, 10:00 AM–7:00 PM Eastern Time. Virtual care is not for emergencies — call 911 if you need immediate help.