FAQ

For appointments paid with a saved card through Goto.health, the appointment fee is scheduled for processing after the scheduled appointment end time, plus the clinic’s payment delay. Saving your card and confirming a booking are separate from charging the appointment fee.

The exact charge time can vary with the clinic’s settings and payment processing. If you booked with a clinic that collects payment directly, follow that clinic’s payment instructions.

Check the booking and payment information in your Goto account. If anything is unclear, contact Goto support so your individual payment can be checked.

If you see an unexpected charge, a possible duplicate, or a payment that needs investigation, contact support@goto.health with your booking reference. Do not make a second booking or payment just to resolve an unclear status. Never send your full card number, security code or banking password in chat or email.

The current Goto.health AI booking connection supports eligible partner appointments using a saved card already set up in your Goto patient account. Complete payment setup on Goto if a saved card is required.

The assistant shows the appointment, price and saved-card payment terms and asks for your confirmation before creating the booking. It should never ask you to type card details or account passwords into chat.

No. The current AI booking connection does not submit Medicare or private health insurance rebate claims. Use the Goto website or contact the clinic for the supported claiming options for your appointment.

A payment and a rebate claim are separate. Booking an appointment does not guarantee eligibility, approval, a rebate amount or the date a rebate will be received.

Yes. You can say “find an appointment with Jessie”. With your permission, the Goto.health connection can use your Goto booking history to suggest the practitioner’s full name and clinic, then check their current appointment options.

A practitioner may offer more than one service, such as psychology and physiotherapy, or work at more than one clinic. The assistant should confirm the practitioner, clinic and service you mean. If there is more than one match, it should ask rather than guess. Previous or cancelled bookings are not proof of attendance.

A search result or available time is not a booking. The assistant first shows the clinic, practitioner, service, date and time, duration, price and payment terms for you to confirm.

Only treat the appointment as booked when Goto returns a booking reference. If an attempt has an unclear outcome, check your Goto bookings before trying again.

No automatic refund is promised. Cancellation charges depend on the clinic’s cancellation policy and the terms for your appointment. You may still be charged.

The assistant must show the cancellation terms and ask you to confirm before it cancels. If payment has already been taken, or a rebate claim is involved, contact Goto support or the clinic to check what needs to be reconciled. Cancelling the booking is not proof that a refund has been processed.

The connection can move an eligible upcoming appointment to an available time with the same clinic, practitioner, appointment type, duration and price. It shows the original and new details and asks you to confirm before making the change.

If the price or duration changes, the provider cannot support the change, or a rebate claim needs attention, contact the clinic or Goto support. The assistant should not cancel and create a replacement booking to work around a rescheduling problem.