Refund Policy

Effective Date: 01/01/2023

Purpose

Medvive Healthcare Technologies is committed to providing high-quality telemedicine services to our patients. We understand that occasionally, patients may need to request refunds for services not rendered or due to specific issues. This refund policy outlines the procedures and guidelines for requesting refunds.

Scope

This refund policy applies to all patients who have paid for telemedicine services through our platform using our payment gateway.

Refund Eligibility

• No-show or cancelled appointments: If a patient fails to attend a scheduled appointment without sufficient notice (10 minutes before the appointment), they will not be eligible for a refund.
• Payment discrepancies: If a patient's account is debited but the payment is not reflected on our portal, they can request a refund and work with our complaints department to resolve the issue.
• Technical issues on our end: If technical issues on our end prevent a patient from accessing or completing a consultation, we will provide a refund.
• Technical issues on patient's end: If technical issues on the patient's end prevent them from accessing or completing a consultation, we will not provide a refund.
• Duplicate charges: If a patient is charged multiple times for the same appointment, they can request a refund for the duplicate charges.
• Error on our part: If a payment is processed due to an error on our part, we will provide a refund or adjust the payment accordingly.

Unsatisfactory Services

• No refunds for unsatisfactory services: If a patient is not satisfied with the service provided, they will not be eligible for a refund. Instead, they can report their concerns to our complaints department for resolution.

Refund Process

• Requesting a refund: Patients can request a refund by contacting our customer support team via the Medvive telemedicine app.
• Refund timeframe: Refunds will be processed within 3-5 business days of receiving the request.
• Refund method: Refunds will be made using the same payment method used for the original transaction.

Exceptions

• Completed consultations: Refunds will not be provided for consultations that have already been completed.
• Abuse of refund policy: We reserve the right to refuse or deny refunds to patients who abuse or misuse our refund policy.

Changes to Refund Policy

• Modification of policy: We reserve the right to modify this refund policy at any time. Patients will be notified of any changes through our website or in-app notifications.

Contact Us

If you have any questions or concerns about this Refund Policy, please contact us at: hello@medvive.com.ng or call 09115931225.