Cancellation & Rejection

Cases can be cancelled by the patient or admin, or rejected by the admin before clinical review proceeds. Refunds are processed automatically when payment was already taken.

Patient cancellation

flowchart TD
  A[Patient opens cancel flow] --> B[Select cancellation reason]
  B --> C[Submit cancellation]
  C --> D{Payment taken?}
  D -->|Yes| E[Refund via payment platform]
  D -->|No| F[Close case]
  E --> F
  F --> G[Case marked cancelled]
  G --> H[Timeline + notifications updated]

When: The patient may cancel an active case at any stage.

Refund: If payment was completed, a refund is requested from the payment platform before the case is closed.

Admin cancellation

flowchart TD
  A[Admin cancels case with reason] --> B{Payment taken?}
  B -->|Yes| C[Refund via payment platform]
  B -->|No| D[Close case]
  C --> D
  D --> E[Case marked cancelled by admin]
  E --> F[Audit log + timeline updated]
  F --> G[Patient notified]

Admin cancellation follows the same refund rule as patient cancellation.

Admin rejection

flowchart TD
  A[Admin rejects submitted case] --> B[Provide rejection reason]
  B --> C[Case marked rejected]
  C --> D[Timeline records rejection]
  D --> E[Patient notified]

When: Typically while the case is submitted for review, before or after coordinator assignment depending on admin decision.

Difference from cancellation: Rejection means the case is declined (not closed mid-journey by the patient). No refund flow unless payment was already taken.

Coordinator reassignment (not cancellation)

If a coordinator was assigned but payment has not yet succeeded, the admin may change the coordinator without cancelling the case. The payment link remains tied to the case.

See Coordinator & doctor assignment.

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Technical reference: API Flows → App (patient cancel), API Flows → Admin (admin cancel, reject, edit coordinator).