Return and Refund Policy
Smart Healthcare and Research Ltd. strives to provide high-quality online video consultation services by licensed doctors. We are committed to ensuring a satisfactory experience for all our patients. Please read our Return and Refund Policy carefully before making a booking.
Valid Reasons to Request a Refund
- If your scheduled consultation did not occur due to a system error or failure on our part (e.g., technical issue, doctor no-show).
- If you were assigned the wrong doctor or specialty, different from what was booked.
- Refund requests based on change of mind, dissatisfaction with the consultation outcome, or personal reasons are not accepted once the consultation has started or been completed.
Terms & Conditions for Refund Requests
- Refund requests must be submitted within 24 hours of the scheduled consultation time.
- Consultation sessions must not have been completed or partially availed to be eligible for a refund (except in cases of technical failure or doctor absence).
- You must provide valid proof (e.g., screenshots, communication records) if claiming issues like technical failure or wrong doctor assignment.
- All refund claims are subject to verification and approval by Smart Healthcare and Research Ltd.
Refund Policy
- If your refund request is approved, the paid amount will be refunded within 7 working days via the original payment method.
- If your consultation is canceled by Smart Healthcare and Research Ltd. and rescheduling is not possible, you may claim a full refund.
- Refunds are not applicable if the patient fails to attend the scheduled consultation without prior notice (at least 6 hours before appointment time).
Service Policy
- Technical support will be available for patients facing issues in joining or during an ongoing consultation session.
- If any doctor or service-related complaint arises, Smart Healthcare and Research Ltd. will facilitate appropriate corrective action, including rescheduling or refund as applicable.
- All consultations are subject to availability and the professional judgment of the assigned doctor.
- Smart Healthcare and Research Ltd. is not responsible for the effectiveness of the medical advice provided during consultations.