Refund Policy
A paid booking reserves a healthcare professional's time. No refund is provided for absence, change of mind, late arrival, failure to join, or patient-side device, internet or payment-method issues.
When a refund option is available
If your healthcare practitioner cancels an upcoming paid appointment, you can use your patient dashboard to choose another available time with the same practitioner without paying again or request a full refund.
If you attended the video appointment but DocPP TeleCare cannot confirm a successful connection with the practitioner, the appointment enters a review period. When the appointment is confirmed as not delivered, your dashboard will offer a free reschedule or refund. In qualifying cases, the platform may create the refund request automatically. A successful practitioner-patient video connection is not eligible under this process.
Refund requests shown in the patient dashboard are sent to the healthcare practice for processing through its payment provider. You can follow the request status in your dashboard. After the practice submits or records the refund, the bank or payment provider may require additional time to return the funds.
Limited technical-issue review
If a payment was taken but a verified DocPP TeleCare platform or payment-processing failure prevented the appointment from being delivered and no refund option appears in your dashboard, you may submit the form on this page for manual review. A manual-review request is not an approval or guarantee of a refund.
What you must provide
- Your contact and WhatsApp details
- Doctor's name, appointment date and time, and appointment number
- A clear explanation of the technical failure
- At least one screenshot, receipt or PDF supporting the claim
Manual-review time
Please allow up to 10 business days for an initial manual review. We may contact the practitioner, practice or payment provider and request further evidence. If a refund is approved, the bank or payment provider may require additional time to return the funds.
Important
Fraudulent or altered evidence may cause the request to be rejected and the account to be reviewed. Nothing in this policy excludes rights that cannot lawfully be excluded.