Refund Policy

Last updated: January 1, 2025. 1. Purpose and Scope This Refund Policy explains the circumstances under which Doctor App will provide refunds for paid services, consultations, or in-app purchases. It applies to transactions processed through the Service and describes how to request a refund, eligibility criteria, and the process we follow upon receiving a refund request. 2. General Principles We strive to deliver high-quality services. Payments for consultations and related services are generally final; however, we recognize exceptional cases where refunds are appropriate. Refunds are considered on a case-by-case basis and require supporting information and verification. Our policy aims to balance fair treatment of users with the operational constraints of healthcare providers and third-party payment processors. 3. Eligibility for Refunds You may be eligible for a refund in the following situations: - Duplicate charges processed in error. - Payment for a consultation that was not delivered due to technical failure on our side. - Provider cancellation without reasonable prior notice when a prepaid appointment could not be rescheduled within a reasonable time. - Verified billing errors or fraud detected by our payment provider. 4. Non-Refundable Situations Refunds generally will not be provided for: - Change of mind where the service was performed as described and delivery was confirmed. - Missed appointments where the user failed to attend and did not cancel within the provider’s cancellation window (if applicable). - Charges imposed by third-party marketplaces (such as app stores) where refunds are subject to the marketplace policies. 5. How to Request a Refund To request a refund, contact support@doctorapp.example within seven (7) days of the charge and provide: - Your account information and contact details. - Transaction reference or order ID. - Date and time of the charge. - A concise explanation of the refund reason and any supporting evidence (screenshots, receipts, or communication records). 6. Review Process Upon receiving your request, our support team will review the case, which may involve: - Verifying payment and transaction details with the payment processor. - Reviewing logs and service availability records. - Contacting the healthcare provider to investigate cancellations or no-shows. We aim to respond to refund requests within five (5) business days. Complex cases may require additional time. 7. Refund Methods and Timing Approved refunds will be issued to the original payment method when possible. The timing for the funds to appear in your account depends on the payment provider and may take up to 10 business days. If a refund to the original payment method is not feasible, we may offer store credit where applicable. 8. Partial Refunds In some circumstances, we may issue a partial refund when only a portion of the paid service was not delivered or in cases where fees were incurred that are non-refundable. 9. Third-Party Marketplace Purchases For purchases made through third-party platforms (for example, app stores), refunds are subject to the platform’s refund policies. We will assist with evidence and processing but cannot override the platform’s policies. 10. Fraud and Disputes If you believe a charge on your statement is fraudulent, contact your card issuer immediately to report the charge. Also notify support@doctorapp.example so we can investigate and coordinate with the payment provider. We will cooperate with financial institutions and law enforcement as required. 11. Changes to This Policy We may update this Refund Policy from time to time. Notice of significant changes will be provided through the Service or via email where required. Continued use after changes constitutes acceptance of the updated policy. 12. Contact For refunds or billing questions, contact support@doctorapp.example with full transaction details.