Refund Policy
Last Updated: June 10, 2024
Fast Refund Guarantee: If we fail to connect you with a doctor or provide the promised service, we initiate refunds within hours.
1. Eligibility for Refunds
You may be eligible for a full refund in these cases:
- No doctor available for your consultation within 30 minutes
- Technical failure from our side preventing the consultation
- Doctor disconnects before completing the consultation
- Duplicate or accidental payments
2. Refund Process
When eligible, refunds are processed as follows:
- Automatic detection: Our system automatically flags failed consultations
- Instant processing: Refunds initiated within 2-4 hours of the failed service
- Bank processing: Reflects in your account within 3-7 business days depending on your bank
Non-Refundable Situations
Refunds typically cannot be granted for:
- Completed consultations (even if diagnosis/treatment wasn't as expected)
- Patient-side technical issues (poor internet connection, device problems)
- Change of mind after consultation starts
- Prescription medications already dispensed
3. How Refunds Are Processed
All refunds are issued to the original payment method:
- Credit/Debit cards: 3-5 business days
- Mobile wallets: 24-48 hours
- Bank transfers: 3-7 business days
4. Partial Refunds
In some cases, partial refunds may be issued:
- If consultation was partially completed
- For subscription plans (pro-rated based on unused period)
- Special promotions where terms specify partial refund eligibility
5. How to Request a Refund
Most eligible refunds are processed automatically. If you believe you're owed a refund that wasn't processed:
- Go to your "Consultation History" in the app
- Select the failed consultation
- Tap "Request Refund"
- Our team will review within 24 hours
6. Contact Us
For any refund-related questions, please contact our support team:
Email: info.doctopk@gmail.com
In-app: Go to Support > Payment Issues