Request for card details
Many SmartClinics Family Medical Centres now use HotDoc to securely process payments for your appointments.
For more information, please refer to the Frequently Asked Questions below or speak with our Reception team.
When might I be asked for my credit card details?
When you book online through the HotDoc app or website, you may be prompted to enter your credit or debit card details before your consultation. The request will come from HotDoc and is safe and secure. This will hold your booking, and your payment will only be processed through HotDoc after you’ve been seen for your appointment.
Similarly, when you book an appointment over the phone or in person at our clinic, you may be sent an SMS or email containing a secure link to safely add your credit or debit card details. No funds will be deducted until after your appointment.
Sometimes, we may request immediate payment for a fee or something else discussed. You will be sent an SMS to securely enter your credit or debit card details, and you will be charged immediately.
How do I know the payment message came from HotDoc?
HotDoc will send you an SMS, email or push notification. Legitimate links will only ever include:
- htd.io
- hotdoc.com
- hotdoc.com.au
Note: You will never be sent or asked to click on a HotDoc link with a different domain. Please check the spelling is correct.
Do I need to make an upfront payment for my appointment?
You may be required to add your card details when booking your appointment, but you will not be charged the full fee until after you’ve been seen for your appointment. A temporary $1 charge may appear to validate your card, which HotDoc will refund almost immediately.
Alternatively, you might receive an SMS payment request with a HotDoc link for outstanding accounts, which you will need to pay immediately.
How do I know what I’m going to be charged?
When you book online and select your preferred appointment type, you will be provided with an estimate of what the doctor will charge for the appointment. If your appointment varies in length or there are more issues discussed, the cost may vary.
But I am a concession card holder. Why do I have to provide my credit card details?
The credit card number secures the appointment and confirmed the date and time. If the doctor decides to bulk bill, there will be no funds collected.
What if I need to cancel my appointment?
Whilst your credit card details secure your appointment, you are not charged until after you have seen your doctor. If you need to cancel your appointment, you can do this online or by calling our clinic. Your credit card will not be charged.
How do I claim my Medicare rebate?
After you have paid for your appointment in full, Medicare will allocate the rebate to your nominated bank account.
Does HotDoc store my card details?
No, HotDoc does not store your card details. Your information is verified and securely stored by their trusted partners: Stripe, Pin Payments, and Spreedly. They are accredited by the Payment Card Industry – Data Security Standards (PCI-DSS) and hold Level 1 certification. Your card details, including expiry dates and CVV, remain invisible to HotDoc and our clinic; we do not collect or store them. For more information, please see HotDoc Payments Security.
Why was a $1 charge made to my card after I added a payment method?
A $1 pending charge is processed on your card when adding a payment method. This temporary pre-authorisation is used to verify your card details. You will never be charged this amount; it will be refunded almost immediately.
Why do I have a pending payment in my account when I haven’t attended my appointment yet?
This is the pre-authorisation mentioned above, as described in detail here.
How can I request a refund?
For refund requests, please speak with our Reception team.
How do I add or remove my card details?
You can manage your payment details by logging into your HotDoc account. Navigate to your account details and update your payment information as necessary. Full instructions can be found here.
Where can I find more information about HotDoc Payments security and privacy?
Please visit the following links:
