Healthcare Appointments Platform Policies

The following platform policies apply to the Healthcare Appointments integration.

Content Quality Standards

Partners must maintain good merchant and service data quality content. The Actions Center may turn off the service, merchant, or integration if we find errors in the quality that would negatively degrade the user experience.

Merchant Name & Address

  • Merchant name must accurately reflect the legal business name the merchant is operating under.
  • Merchant address must accurately reflect the place in which the merchant conducts the service and holds ownership of (no booth renters).

Services Name & Descriptions

  • Service names must clearly indicate the type of services the user is booking.

  • Service descriptions must be descriptive, and accurately reflect the service the merchant is providing. The service description should not conflict or be duplicative of any other data in the integration.

  • Service name and localized_description must follow proper capitalization and punctuation per local grammar.

    • Full capitalization, use of emoji or emoticons is not allowed.
    • Use of vulgar or offensive language is not acceptable.
    • Not allowed in name or description:
      • Promotional content, URL, email address, or phone number
      • Payment method

  • Structured fields (e.g. cancellation_policy, price) should always be leveraged and should not be included in the name or description.

  • Services must be bookable by the general public. Services cannot require purchasing a membership, or belonging to an organization to book.

Partner Brand

  • Partner brand name must accurately reflect the legal business name the partner is operating under.
  • Partner logo must be the one that officially relates to the brand name.
  • Partner must not provide brand names or logos that could mislead end users of their relationship with the merchant.

Support and Maintenance Guidelines

The following guidelines apply to Support and Maintenance.

Integration Maintenance and Support

Partner is committed to the following support functions and standards:

  1. Emergency Alert and Emergency Technical Support: Partner will provide high priority support for technical issues which result in the integration being disabled or non-functioning, being degraded beyond service health expectations, greatly impacting the user experience, or any other emergency issue. To ensure a positive user and merchant experience, Partner will use commercially reasonable efforts to respond to and resolve any emergency issues within 1 business day.

  2. Non-Emergency Technical Support: Partner will provide standard support for non-emergency technical or production issues which do not disable the integration. To ensure a positive user and merchant experience, Partner will use commercially reasonable efforts to respond to any non-emergency issues within 2 business days.

  3. Post-Launch Integration Health: Partner's integration health should meet the following expectations such that the end user experience is not degraded.

User Support

Partner will provide the following support functions:

  1. Direct User Support: Partner will provide direct support to users who contact Partner regarding issues with a booking made via Partner.

  2. Google Escalated Support: Partner will provide support for situations where Google reaches out to Partner regarding a user issue (including, but not limited to: booking is not honored as described, the user has requested a refund, or user wishes to change/modify their booking).

Partner Takedown Reasons and Issue Descriptions

The Actions Center may disable your integration or inventory as necessary in order to maintain user expectation and experience. We will attempt to send a notification to you prior or at the takedown time and work with you to resolve the issue.

This following issue types describes the root causes of inventory takedowns and the associated policies and guidelines.

Partner unresponsive or SLA violation

This is encountered when the Actions Center team reaches out to your team with an issue (technical, user issue, data issue, etc.) and does not hear back within the time outlined in the Support and Maintenance Guidelines.

Alternatively, if the issues identified are not resolved within the timeline given, we may disable your integration. Once the issue is resolved and confirmed by our team, we will restore your integration. You can reach out to the partner support team with the email reference id you received for status updates or to inform us the issue has been resolved.

Relevant Policy: Support and Maintenance Guidelines

Unfulfillable by merchant

Any inventory offered on the Actions Center by a partner must be honored and fulfilled by the merchant as listed. If the merchant can not honor the service as listed, it is not eligible to be listed on the Actions Center. To resolve this issue, please work with your merchant to update the inventory to ensure it is accurate and that the merchant will honor any future bookings.

Relevant Policy: End-to-end Policy

Place Action policy violation

Actions Center requires that Place Actions link(s) must follow specific guidelines to ensure user and merchant expectation. For example, Place Actions link(s) must be actionable, lead to a dedicated landing page for specific merchants, and clearly denote that it is owned and operated by a platform provider.

Relevant Policy: Place Actions Policy

Pricing policy violation

The Actions Center requires that the price shown to the user is the ultimate price that they will pay (exclusive of any optional gratuity) and the cancellation and refund policies must be clear and accurate. Providing false, placeholder, or otherwise inaccurate information is not supported. Please work with your merchant to ensure that the values provided to the Actions Center are accurate and meet our Pricing Policies. Reach out to the partner support team once the issue is resolved.

Relevant Policy: Pricing Policies

Confusing or missing information

In order to ensure a great user experience, the Actions Center requires that all information is present and clear to the user. Partners should work with their merchants to ensure fields are accurately set and not conflicting.

For more information, review our Merchants and services eligibility criteria. Once you resolve this issue please reach out to the partner support team for review.

Relevant Policy: Merchants and services eligibility criteria, Data Quality Standards

Unsupported by integration

The Actions Center is only live in certain countries, merchant categories, and with specific feature sets. Please review our Merchants and services eligibility and the features currently supported by your integration to ensure you are only using those that are supported.

For example, if you have not completed an async integration, you can not offer async inventory. Please remove the unsupported portion of the inventory and reach out to the partner support team for a review.

Relevant Policy: Merchants and services eligibility criteria

Bad match or noncompliance of matching policy

The provided listing must be properly matched to the Google listing. Alternatively, if we don’t have sufficient information to ensure that the match is accurate, we will remove that inventory.

Please ensure that the match is in compliance with our matching policy. Once you take those steps please reach out to our partner support team for them to review.

Relevant Policy: Matching guidelines

Payments policy violation

To ensure a consistent experience for consumers, merchants, and partners using the Actions Center, inventory requiring payment must adhere to the appropriate guidelines. Failure to adhere to these policies will lead to suspension of your inventory or integration.

Relevant Policy: Payments Policies

Offers policy violation

To ensure a consistent experience for consumers, merchants, and partners using the Actions Center, inventory with Offers must adhere to the appropriate guidelines. Failure to adhere to these policies will lead to suspension of your inventory or integration.

Relevant Policy: Offers Policies

Online services policy violation

To ensure a consistent experience for consumers, merchants, and partners using the Actions Center, inventory for online services must adhere to the appropriate guidelines. Failure to adhere to these policies will lead to suspension of your inventory or integration.

Relevant Policy: Online services policy