Refund & Cancellation Policy

1. Online Consultations

Payment for an online consultation is made through Zudoc before the scheduled consultation. A booking is confirmed after the payment has been successfully processed.

2. In-Clinic Appointments

Payment for an in-clinic appointment is made directly to the doctor or clinic. Zudoc does not collect or hold payment for these appointments. Any refund relating to an in-clinic payment must be discussed directly with the relevant doctor or clinic.

3. Refund Eligibility

A patient may be eligible for a refund for an online consultation when:

• The doctor cancels the consultation.
• The doctor does not attend the scheduled consultation.
• The consultation cannot take place because of a verified technical issue caused by Zudoc.
• A duplicate payment is confirmed for the same appointment.

4. Non-Refundable Situations

A refund will generally not be provided when:

• The patient does not attend the consultation.
• The patient joins late and the doctor is no longer available.
• The consultation has already been completed.
• The patient provides incorrect contact or appointment information.
• The issue is caused by the patient's internet connection, device, browser, microphone, or camera.

5. Cancellation by the Patient

Patients should cancel an online consultation before its scheduled time. Refund eligibility may depend on the time of cancellation and whether the doctor reserved the consultation slot.

6. Refund Processing

Approved refunds will be returned to the original payment method whenever possible. Processing may take 7 to 10 business days, depending on the bank, wallet, card issuer, or payment service provider.

7. Contact Us

To request a refund, contact Zudoc and provide your name, appointment details, payment reference, and reason for the request.