Refund Policy

We introduce you to medical practitioners so that you can receive medical services from practitioners. A practitioner will charge you a fee for the medical services you receive from that practitioner. We will collect payment from you to pay to the practitioner, for the medical services you will receive.

If we introduce you to a practitioner, you pay for the services, you receive the services and you are then dissatisfied with the service you received from the practitioner, then you are entitled to ask the practitioner for a refund of the payment you made for the services you received.

You can request a refund by contacting our patient support services. You can contact our patient support services using our mobile phone application or website application. When we receive a refund request from you, we will acknowledge the request by email or SMS. We will contact the practitioner on your behalf and explain that you want a refund. If the practitioner agrees to refund some or all of your payment, then we will make a payment to you for refund approved by the practitioner.

The practitioner is entitled to refuse to refund your payment. If a practitioner will not refund your payment and you still believe you are entitled to a refund, then we will refer your request for a refund to the medical registrar in the country where the practitioner is registered. We will ask this medical registrar to decide if you are entitled to a refund.

If you are entitled to a refund then we will pay the value of the refund to you, using the same payment method that you used when you made your initial payment. If you paid the practitioner using a debit card then we will refund you to the debit card. If you paid the practitioner using a credit card then we will pay the refund amount to your credit card. If you paid the practitioner using mobile money then we will pay the refund amount to your mobile money wallet.

If you want to use the services we provide, then you agree to this refund policy.

If you want to use the services that we provide then you agree to accept the decision of any medical registrar.

If you make any request for a refund, we will communicate with you by email or SMS at least once a week, until your request is resolved.

Definitions

“We”,”Us”,”Our” is Telemedicine Holdings Ltd, registered in England, United Kingdom, registration number 13765211.

“You”, “Your”,”Patient” is any individual making use of eDoctor application services, identified uniquely by an e-mail address, or a Google-ID profile or an Apple-ID profile, for the purposes of receiving medical services from a medical practitioner.

“Medical Practitioner” is any individual registered by a national medical registration authority, who is licensed to provide medical services in a category of medical services defined by SNOMED and consults with “You” by making use of eDoctor application services.

“eDoctor” is our trade name for services we provide through software applications for remote medical service, available to You and Medical Practitioners by using a web browser, or by using an iOS device or by using an Android device.