Question 1

What is your cancellation policy?

Accepted Answer

Cancellation policies vary by provider and are clearly displayed before you book. Many providers offer full refunds if you cancel within a certain timeframe (typically 48-72 hours before your appointment). Check the specific provider's cancellation policy on their profile.

Question 2

How do I know providers are qualified and legitimate?

Accepted Answer

Every provider on Heyzl undergoes rigorous verification before they can list services. We verify licenses, credentials, accreditations, and conduct background checks. You can view all verification badges, credentials, and patient reviews on each provider's profile.

Question 3

Is Heyzl HIPAA compliant?

Accepted Answer

Yes, we're fully HIPAA-compliant. We maintain strict data protection standards, encrypt all medical information, conduct regular security audits, and ensure all providers understand their HIPAA obligations. Your health information is protected by law.

Question 4

How do you protect my payment information?

Accepted Answer

We use Stripe, a PCI-DSS Level 1 certified payment processor, to handle all payments. Your card information is never stored on our servers—it's encrypted and processed securely by Stripe. We only store payment transaction records for your booking history.

Question 5

How secure are my medical records?

Accepted Answer

Your medical records are encrypted and stored securely in our HIPAA-compliant medical records vault. We use industry-standard encryption, and your records are accessible only to you and providers you explicitly authorize. We never share your information with third parties without your consent.

Question 6

How do I book an appointment with a provider?

Accepted Answer

Browse providers using our search filters, view their profiles and services, then click "Book Now" or "Request Consultation." For services with fixed pricing, you can book directly by selecting an available time slot. For services requiring quotes, you'll submit a quote request with your medical details, and the provider will respond with a custom quote.

Question 7

How do I update my profile information?

Accepted Answer

Go to your Dashboard and click on "Profile" or "My Profile." You can update personal information, contact details, medical history, and preferences at any time. Keeping your profile up to date helps providers better understand your needs.

Question 8

How do I create an account?

Accepted Answer

Creating an account is free and takes just a few minutes. Click "Sign Up" in the top right corner, choose whether you're a patient or provider, and follow the registration steps. You'll need to provide basic information like your email, name, and create a secure password. No credit card is required to create an account.

Question 9

How do I book a video consultation?

Accepted Answer

Search for providers offering video consultations, select a service, and choose an available time slot. Video consultations are conducted through our secure, HIPAA-compliant platform. You'll receive a link to join the consultation before your appointment.

Question 10

How do I share my medical records with a provider?

Accepted Answer

You can upload medical records to your secure vault and then grant access to specific providers. Go to your Medical Records section, upload your documents, and use the "Share with Provider" option. You can revoke access at any time.

Question 11

What's the difference between a patient and provider account?

Accepted Answer

Patient accounts are for individuals seeking medical care. You can search for providers, book appointments, manage medical records, and track your bookings. Provider accounts are for healthcare facilities and professionals who want to list their services on our platform. Providers can manage their profile, set availability, respond to quote requests, and receive bookings.

Question 12

How do I cancel a booking?

Accepted Answer

Go to your Dashboard → My Bookings, find the booking you want to cancel, and click "Cancel Booking." You'll see the cancellation policy and any applicable refund amount. Cancellation requests are processed according to the provider's policy.

Question 13

What verification badges mean?

Accepted Answer

Verification badges indicate that a provider has been verified by our team. The "Verified" badge means all credentials have been checked. "Top Rated" indicates high patient satisfaction. "Quick Response" shows providers who respond to inquiries within 24 hours. Always review a provider's full profile and credentials before booking.

Question 14

What payment methods do you accept?

Accepted Answer

We accept all major credit cards, debit cards, and bank transfers through our secure payment processor (Stripe). Payments are processed securely and held in escrow until your service is completed, protecting both you and the provider.

Question 15

What do I need for a video consultation?

Accepted Answer

You'll need a device with a camera and microphone (computer, tablet, or smartphone), a stable internet connection, and a private, quiet space. We recommend using Chrome, Firefox, or Safari browsers for the best experience.

Question 16

What legal documents do I need to accept?

Accepted Answer

During registration, you'll need to accept our Terms of Service, Privacy Policy, and Medical Records Consent. For certain procedures, you may also need to sign a liability waiver. All documents are versioned and you'll be notified of any updates.

Question 17

How do I enable two-factor authentication (2FA)?

Accepted Answer

Go to your Profile → Security tab and click "Enable 2FA." You'll scan a QR code with an authenticator app (like Google Authenticator or Authy) and enter a verification code. We strongly recommend enabling 2FA for added account security.

Question 18

What security measures are in place?

Accepted Answer

We use industry-standard security measures including encryption at rest and in transit, regular security audits, HIPAA compliance, two-factor authentication, and secure session management. Your data is protected by multiple layers of security.

Question 19

Are video consultations secure and private?

Accepted Answer

Yes, all video consultations are conducted through our HIPAA-compliant platform with end-to-end encryption. Your consultation is private and secure, and recordings (if any) are stored securely with your medical records.

Question 20

Can providers access my medical records without permission?

Accepted Answer

No. Providers can only access your medical records if you explicitly grant them permission. You maintain full control over who can view your records and can revoke access at any time through your Medical Records dashboard.

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