Support and protection

Help & Security

Find answers about appointments, lab tests, payments, accounts, privacy, and the steps Alura Health takes to help keep your information and healthcare journey protected.

Booking help

Get guidance with doctor consultations, video visits, lab tests, rescheduling, and reports.

Account safety

Use a unique password and never share OTPs, passwords, or payment authentication codes.

Privacy support

Learn how information is used, request help with your data, or review our Privacy Policy.

Security essentials

Check that you are using the official Alura Health website before signing in.

Create a strong password that you do not reuse on another service.

Never share a password, OTP, card PIN, or remote-access code with anyone.

Review appointment details, provider names, payment totals, and collection addresses before confirming.

Keep your phone, email account, and browser protected with a screen lock and current updates.

Report suspicious activity quickly so the support team can help secure your account.

Frequently asked questions

How is my medical data kept secure?

All records are encrypted in transit and at rest, and only you and doctors you've consulted can access your consultation history.

Can I cancel or reschedule an appointment?

Yes — go to your appointments list and choose reschedule or cancel up to 2 hours before the scheduled time.

How do refunds work for cancelled video consultations?

Refunds for cancellations made before the doctor joins are processed automatically within 3-5 business days.

How do I book a doctor consultation?

Open Find Doctors, choose a doctor, select an in-clinic visit or video consultation, pick an available date and time, enter your details, and complete the checkout step.

How do lab test bookings work?

Add a test or health package to your cart, enter your home collection address, choose a date and time slot, select a payment option, and confirm the booking.

Where can I see my booking status?

For this demo platform, confirmed booking records are managed by the admin team in separate Doctor Bookings and Lab Test Bookings pages. A production account area can be connected to the database for patient access.

What should I do if I receive a suspicious message?

Do not share passwords, OTPs, card PINs, or payment credentials. Contact support directly through the official contact details on this website and report the message for review.

For medical emergencies

Alura Health is not an emergency response service. Call your local emergency number or visit the nearest emergency department for urgent symptoms.