Fair outcomes when plans change.

A bank-transfer instruction, payment attempt, or uploaded transfer evidence does not by itself confirm a booking. Confirmation occurs only after MyDoctor247 verifies payment and issues a booking confirmation. Every payment is linked to a booking reference; the platform does not create a wallet balance.

Unless a different service-specific rule was clearly shown before payment, a patient who cancels at least 24 hours before the scheduled start is eligible for a full refund. Cancellation between 2 and 24 hours before the start is eligible for 50%. Cancellation less than 2 hours before the start or failure to attend is normally non-refundable, subject to applicable law and documented exceptional circumstances.

If the provider cancels, does not attend, cannot deliver the booked service, or MyDoctor247 cannot offer a reasonable replacement accepted by the patient, the patient is eligible for a full refund. Duplicate payments and confirmed technical overcharges are also refunded in full.

If the doctor has not contacted the patient within 15 minutes of the booked time, the patient should check the profile number and internet connection, then report the missed appointment through MyDoctor247 Support. Support will review it for rescheduling or a refund under the Refund and Cancellation Policy.

• The doctor is responsible for initiating the WhatsApp video call at the booked time.
• The patient should keep the verified profile number active, have an internet connection, and be available on WhatsApp.
• Support reviews the booking and contact evidence before arranging an accepted replacement or processing an eligible full refund. Do not send unnecessary medical details through ordinary support email.

A completed service is not automatically refundable merely because an outcome was not as hoped. Complaints about material non-delivery, misrepresentation, unsafe conduct, or a service substantially different from the booking will be investigated and may result in a full or partial refund, provider remediation, or escalation to the relevant professional body.

Contact support@mydoctor247care.com or use the contact page within seven days of the scheduled service. Include the booking reference, payer name, amount, date, reason, and supporting evidence. Do not send a payment PIN, password, full card number, or unnecessary medical information.

We aim to acknowledge a request within two business days and decide ordinary cases within five business days after receiving the required information. An approved refund is initiated within two business days. The bank or payment provider may then take five to ten business days to make the funds available.

Refunds are returned to the original payment method where possible or to a verified bank account in the payer's name. We do not issue refunds as wallet credit and do not permit value transfers between users. Provider payout may be paused while a cancellation, refund, fraud alert, chargeback, or dispute is reviewed.

Please contact MyDoctor247 first so the issue can be investigated promptly. If a bank or payment provider opens a chargeback or reversal, we may provide booking, payment, communication, attendance, fulfilment, and refund records needed to resolve it, while limiting health information to what is necessary.

If you disagree with a decision, reply with additional evidence and request escalation. MyDoctor247 will conduct a second review by an authorised team member. This process does not restrict any non-waivable right to contact a regulator, payment provider, professional body, or court.