Cancellation & Refund Policy
Last updated: 21 October 2026
1. Introduction
This Cancellation and Refund Policy explains the conditions applicable to cancellations, rescheduling, missed appointments and refunds for services provided by Dystonia Virtual Clinic.
Dystonia Virtual Clinic is operated by DRP Health & Education, Lda., a company established in Portugal.
Our services include:
Initial clinical physiotherapy consultations;
Individual online physiotherapy sessions;
Online group physiotherapy programmes provided in prepaid packages;
Non-clinical educational seminars and workshops.
Different cancellation conditions apply depending on the type of service booked.
Please read the applicable conditions before making a booking or payment.
Nothing in this Cancellation and Refund Policy affects any mandatory patient or consumer rights under applicable law.
2. Initial Consultations and Individual Physiotherapy Sessions
This section applies to:
Initial clinical physiotherapy consultations of 30 minutes;
Individual online physiotherapy sessions of 60 minutes.
2.1. Cancellation or Rescheduling with at Least 24 Hours' Notice
Appointments may be cancelled or rescheduled without a cancellation charge when notice is received at least 24 hours before the scheduled appointment time.
If the appointment has already been paid for, an eligible cancellation will result in a full refund, unless you request and agree to reschedule the appointment instead.
Rescheduling is subject to appointment availability.
2.2. Late Cancellation
If cancellation is received less than 24 hours before the scheduled appointment time, the full appointment fee may be charged or retained.
Any charge will be subject to applicable law and any mandatory patient or consumer rights.
2.3. Failure to Attend
If you do not attend a confirmed appointment without giving the required notice, the appointment may be treated as a missed appointment and the full fee may be charged or retained.
This is without prejudice to any rights you may have under applicable law.
2.4. How to Cancel or Reschedule
You may use the cancellation or rescheduling options available in your booking confirmation, where enabled, or contact us at:
contact@dystoniavirtualclinic.com
For the purpose of calculating cancellation deadlines, the relevant time is when your cancellation request is received or recorded by the booking system.
3. Online Group Physiotherapy Programmes
Online group physiotherapy programmes consist of prepaid packages of clinical physiotherapy sessions delivered remotely by qualified physiotherapists in small groups.
They are healthcare services and are distinct from our non-clinical educational seminars and workshops.
The following cancellation and refund conditions apply to the programme package as a whole.
3.1. Cancellation at Least 48 Hours Before the Programme Begins
If we receive your cancellation request at least 48 hours before the scheduled date and time of the first session, you will receive a 100% refund of the programme fee paid.
3.2. Cancellation Less Than 48 Hours Before the Programme Begins
If we receive your cancellation request less than 48 hours before the first scheduled session begins, but before that session has started, you will receive a 75% refund of the programme fee paid.
The remaining 25% will be retained in accordance with the applicable cancellation conditions, subject to mandatory legal rights.
3.3. Cancellation After the Programme Has Started
Once the first scheduled session has started, no refund will ordinarily be provided for cancellation, withdrawal or non-attendance, except where required by applicable law.
3.4. Missed Group Sessions
If you miss one or more sessions of a programme in which you are enrolled, this does not automatically entitle you to a partial refund, replacement session or transfer of the unused sessions.
Any applicable mandatory legal rights remain unaffected.
3.5. Cancellation by Dystonia Virtual Clinic
If Dystonia Virtual Clinic cancels an online group physiotherapy programme, participants will be offered:
Transfer to another available programme; or
A full refund of the programme fee paid.
The applicable option will be arranged with the participant, subject to any additional rights established by law.
3.6. How to Request Cancellation
Cancellation requests should be sent to:
contact@dystoniavirtualclinic.com
The applicable refund percentage is determined by the time your cancellation request is received, measured against the scheduled date and time of the first session.
The session time and relevant time zone are those communicated in the booking confirmation.
4. Non-Clinical Educational Seminars and Workshops
Educational seminars and workshops are non-clinical services and do not constitute individual or group physiotherapy treatment.
The cancellation and refund conditions applicable to these activities are governed by the terms communicated at the time of booking and by any mandatory consumer rights under applicable law.
4.1. Statutory Right of Withdrawal
Where the statutory right of withdrawal applies to a distance contract for an educational service, consumers generally have 14 days from the date the contract is concluded to withdraw without giving a reason, subject to the conditions and exceptions established by applicable law.
The right of withdrawal may not apply to certain contracts where a statutory exception is established.
Where a consumer requests that a service begin during an applicable withdrawal period, the legal requirements concerning the commencement of the service, any proportionate payment and the potential loss of the withdrawal right upon full performance will apply.
The fact that a seminar or workshop takes place on a specified date does not, by itself, mean that every statutory withdrawal right is automatically excluded.
4.2. Cancellations Outside Any Applicable Statutory Withdrawal Right
Once any applicable statutory withdrawal period has expired, or where a lawful exception applies, cancellation and refund requests will be governed by the conditions expressly presented at the time of booking and by applicable law.
Unless otherwise stated in the specific booking conditions or required by law, cancellation by the participant does not automatically entitle them to a refund or transfer to another event.
4.3. Exercising a Statutory Right of Withdrawal
Where a statutory right of withdrawal applies, you may exercise it by sending a clear statement of your decision to withdraw to:
contact@dystoniavirtualclinic.com
The request must be submitted within the applicable legal period.
Refunds arising from a valid exercise of statutory withdrawal rights will be processed in accordance with the applicable legal requirements, including any legally permitted deductions.
4.4. Cancellation by Dystonia Virtual Clinic
If Dystonia Virtual Clinic cancels an educational seminar or workshop, participants will be offered a full refund of the amount paid for the cancelled event.
A transfer to another available event may be offered as an alternative if the participant agrees.
This does not limit any additional rights provided by applicable law.
5. Late Arrival
If you join an individual online appointment late, the physiotherapist will make reasonable efforts to conduct the remaining part of the consultation.
However, the appointment will ordinarily end at its originally scheduled time to avoid disrupting subsequent appointments.
Late arrival does not automatically entitle you to an extension of the appointment or a partial refund.
For group programmes and educational events, joining late does not automatically entitle you to a replacement session, an extension or a partial refund.
Any mandatory rights under applicable law remain unaffected.
6. Technical Difficulties
Online consultations and activities require a suitable device and a reasonably stable internet connection.
If technical difficulties arise, Dystonia Virtual Clinic will make reasonable efforts to restore the connection or determine an appropriate solution.
Depending on the circumstances, this may include rescheduling an affected appointment or completing the remaining part of a session at another agreed time.
Where technical difficulties are attributable to Dystonia Virtual Clinic and prevent a paid service from being provided, an appropriate remedy will be offered in accordance with applicable law.
Where technical difficulties are outside the reasonable control of the patient or participant, we will assess the circumstances individually.
Technical difficulties do not automatically entitle a participant to a refund in every case. Nothing in this section limits mandatory legal rights.
7. Cancellation or Changes by Dystonia Virtual Clinic
Dystonia Virtual Clinic may need to cancel or reschedule an appointment or activity because of professional unavailability, illness, technical difficulties, clinical considerations, regulatory requirements or other circumstances that reasonably prevent the service from being provided as scheduled.
Where we cancel an individual appointment before it has been provided, we will offer rescheduling to another available date or a full refund of the amount paid for that appointment.
Cancellation of group physiotherapy programmes and educational events is addressed in Sections 3 and 4.
If a service cannot be lawfully or appropriately provided because of clinical or territorial eligibility requirements, the booking will be handled according to the circumstances, the services already provided, the applicable contractual terms and mandatory legal rights.
8. Refund Processing
Approved refunds will normally be issued using the same payment method used for the original purchase, unless another lawful method is agreed.
The time required for a refund to appear in your account may depend on the payment service provider and your financial institution.
Where applicable law establishes a mandatory refund deadline, that deadline will be respected.
Refunds will be calculated by reference to the amount actually paid for the relevant service or programme, subject to applicable legal requirements.
9. Exceptional Circumstances and Mandatory Rights
We recognise that unexpected circumstances may arise.
Requests involving exceptional circumstances may be considered individually by Dystonia Virtual Clinic, without creating an automatic entitlement to an exception from the published cancellation conditions.
Any discretionary decision to offer a refund, rescheduling or other accommodation in a particular case does not establish an obligation to provide the same arrangement in other cases.
Nothing in this policy excludes, restricts or reduces any mandatory rights or remedies available to patients or consumers under applicable Portuguese, European or other applicable law.
Where the law provides a more favourable mandatory remedy, the applicable legal requirement will prevail over the corresponding contractual condition.
10. Contact
To cancel a booking, request a refund or ask a question about this policy, please contact:
Dystonia Virtual Clinic
Operated by DRP Health & Education, Lda.
Registered Office:
Rua Dr. Alexandrino 429
4540-367 Fermedo, Arouca
Portugal
Correspondence Address:
Rua Braamcamp 52, 1º
1250-051 Lisbon
Portugal
Company Registration and Tax Identification Number (NIPC/NIF): 519277600
Healthcare Establishment Registration — ERS: E184371
Email: contact@dystoniavirtualclinic.com
Website: https://www.dystoniavirtualclinic.com
This Cancellation and Refund Policy should be read together with our Terms of Service and the specific booking conditions presented for the relevant service.