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Booking your appointment

When your provider sends you a booking link, you land on a hosted RxScale booking page. The page shows the available appointment types and time slots for the doctor or doctors who can see you. Some providers also publish one link publicly — on their website, a doctor’s bio, or an email signature — instead of sending you a personal one. Anyone can use it to book. If that’s how you got here, there’s one extra step before you reach the booking page: confirming your email address.
1

Enter your email address

We ask for this first so we know the details you add next are really yours — nothing is saved to a patient record until you’ve confirmed you own that inbox.
2

Check your inbox

We send you a link to continue. For your security it’s only valid for a limited time — if it has expired by the time you open it, just go back to the public link and enter your email again.
3

Fill in anything we don't already have

If you’ve booked with this provider before, we already have your details on file and take you straight to picking a time. Booking with them for the first time? We’ll ask for whatever your provider needs on file before they can prescribe — often your first name, last name and date of birth, sometimes a little more. You’ll only ever be asked for details we don’t already have, and some providers ask for nothing beyond your email address.
From here you’re in the same flow as anyone with a personal link: pick a slot and confirm it. Bookings made through a public booking link are never priced, so there’s no payment step — you simply confirm.

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Steps

1

Open the booking link

Click the link your provider sent — or, if you started from a public link, continue from the link in your confirmation email. The page loads with your appointment type already selected.
2

Add a reason

Before choosing a time, you can optionally explain why you are booking the appointment. Your doctor and provider admins can see this reason, and it may appear in appointment reminders or calendar invites.
3

Pick a slot

Choose a date and time that works for you. Slots that are no longer available won’t show up.
4

Confirm — or pay, if your appointment has a price

Once you’ve selected a slot, confirm it. You have a short window (usually 15 minutes) to finish — after that, the slot returns to availability for other patients.If your provider has priced this appointment, the page shows what you’ll be charged — each item, its price, and the total — and the button pays instead of confirming. You’re taken to a secure checkout page to pay, and your slot stays reserved while you’re there. Your appointment is confirmed as soon as the payment goes through. If your booking link carries no price, nothing changes: you simply confirm.
5

Receive your appointment details

After confirmation, you’ll be redirected back to your provider’s site (or shown a success page) with your appointment time and the join link.

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Rebooking

If you need to move your appointment to a different time, look for the Reschedule link in your appointment reminder email or text message, or the rebook option on your provider’s site. It opens the same booking flow you used originally so you can pick a new slot — depending on your provider’s rules, you may need to keep the same doctor. Whether rebooking is allowed — and how close to the appointment you can do it — depends on your provider’s rules. If rebooking isn’t available, contact your provider directly to reschedule.

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Cancelling

You can cancel your appointment from your provider’s site, or via the Cancel link in your appointment reminder email or text message. You’ll be asked to confirm, with the option to add a short reason — it helps your provider’s support team understand what happened, but isn’t always required. Most providers require a minimum notice period to cancel without charge. The booking page or your provider’s policy will tell you the cut-off. If you paid for the appointment, cancelling refunds you. The full amount you have not already had back is returned to the payment method you used. You don’t need to ask for it. Refunds are sent straight away, but how long they take to appear depends on your bank or payment method — usually a few working days. Rescheduling is different: moving your appointment to a new time keeps the payment against the same booking, so you are neither charged again nor refunded.

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Emails about your booking

Some providers have us email you when your booking is confirmed, cancelled, or moved. If yours does, the email goes to the address they already have for you and names the appointment, the doctor, and the time — a confirmation email arrives once your booking is confirmed, a cancellation includes the reason if one was given, and a reschedule tells you the new time. Moving an appointment sends one email about the new time, not a cancellation followed by a booking. Not every provider switches these on, so don’t treat email as your only confirmation — if you’re not sure a booking went through or a change was applied, check with your provider.

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Frequently asked questions

Slots are held briefly while you confirm. If you took longer than the hold allows, another patient may have taken the slot. Pick a new time and try again.
Check your spam folder first. If it’s still missing, contact your provider — they can resend the confirmation or check whether the booking went through.
Yes — the booking page works on phones and tablets. For the video call itself, a laptop or desktop with a good webcam usually works best.
No money was taken, and your slot is still reserved for you for the rest of the hold window. Just try paying again from the same page. If the reservation ran out in the meantime, the page tells you and takes you back to pick a new time.
Some payment methods take longer to settle than others. Nothing has gone wrong — you don’t need to pay again. Your provider will email you as soon as the appointment is confirmed.
This is rare: it happens when someone else takes the last slot while your payment is still being processed. Your payment is refunded in full and you don’t need to request it. Choose a new time to book again, and contact your provider if you have any questions about the refund.
Your provider sends the refund straight away — usually within minutes of the cancellation. After that it is up to your bank or payment method, which typically takes a few working days to show it. If it has been longer than a week, contact your provider with the date you cancelled.
Providers can refund part of a payment — for example when they have agreed a late-cancellation fee with you, or when only part of what you booked is being cancelled. The reason your provider gave may be shown on your bank statement alongside the refund. Contact them if it isn’t clear.