Refund policy

This Refund & Cancellation Policy explains what you pay for on Dktorakam, when you get your money back, when you do not, and how to ask. It applies to every consultation paid for in the app, and it forms part of our Terms of Service.

1. How paying works

• You top up your Dktorakam wallet through one of the supported providers (for example FIB, ZainCash, FastPay, NassWallet or a bank card), and consultations are then paid from that balance.
• The price of a consultation is set by the doctor and is shown to you in full before you confirm. Nothing is charged until you tap to pay.
• When you pay, the amount leaves your wallet at once and the appointment is confirmed. Dktorakam keeps a service fee out of that amount and the rest is settled to the doctor.
• When a refund is approved you receive the whole amount you paid, service fee included, as credit in your wallet.

2. Cancelling before you have paid

A booking you have requested but not yet paid for can be cancelled in the app at any time, for free — open My Schedule, choose the appointment and cancel it. Nothing has been charged, so there is nothing to refund. The same is true if the doctor declines your request, or if you never pay and the appointment lapses.

Free consultations, where the doctor charges nothing, involve no payment and so nothing to refund.

3. Cancelling after you have paid

Paying holds the time for you, and the doctor keeps it free of other patients. For that reason a paid appointment cannot be cancelled for an automatic refund from inside the app.

If you can no longer attend, tell the doctor in the app before the appointment starts. Many doctors will simply see you at another time; a rescheduled appointment is not a refund and nothing is charged again.

If something serious prevented you from attending — you were admitted to hospital, for instance — write to us with the details and we will look at it individually.

4. When you get your money back

You are entitled to a full refund whenever you paid and the consultation was not delivered:

• The doctor never replied. You paid for a chat consultation and it ended with no message, no consultation summary and no prescription from the doctor.
• Nobody answered the call. A paid audio or video appointment passed without the call ever connecting, and with nothing written for you afterwards.
• The doctor cancelled or could not attend, and you do not want another time.
• You were charged twice for the same consultation, or money left your wallet for a consultation that never opened.
• A failure on our side prevented the consultation from happening at all.

You do not have to spot these yourself: a consultation you paid for and did not receive is listed for you under My Schedule → Unanswered, and we notify you when one is found.

5. When a refund is not due

• The consultation happened. The doctor replied to you, the call connected, you were seen at the clinic, or the doctor wrote you a summary, a prescription or a lab request — even if the consultation was short.
• You disagree with the medical opinion. The fee pays for a licensed doctor's time and professional judgement, not for a particular diagnosis, a prescription, a referral, a medical certificate or a cure. Being told something you did not want to hear is not a failure to deliver.
• You did not attend. You did not join the call, your phone was off or unreachable, you gave a wrong number, or you did not arrive at the clinic in time.
• The information you gave was wrong or so incomplete that the doctor could not help, or you booked the wrong kind of appointment or the wrong speciality.
• Connection problems on your own side that stopped you from joining a call the doctor attended.
• Fees charged by your bank or payment provider on a top-up. Those are theirs, not ours.
• Repeated or untrue requests. We may refuse a request, and may restrict an account, where refunds are being claimed for consultations that were in fact delivered.

None of this affects your right to complain about the care itself. If a doctor behaved unprofessionally or the advice worried you, write to us — a clinical complaint is reviewed by us and, where necessary, with the doctor and the relevant authority, whatever the outcome of any refund.

6. How to ask for a refund

1. Open My Schedule → Unanswered in the app, where the consultations you paid for and did not receive are listed.
2. Tap Request refund on the one you mean and tell us, in your own words, what happened.
3. Send it. You will see the request marked under review on that consultation. One request per consultation is enough — sending it again does not make it faster.

A person reviews every request; refunds are never granted or refused by a machine. We aim to decide within 7 working days and you are notified in the app either way. If the request is upheld, the money is in your wallet immediately and appears in your wallet history as a refund. If it is declined, you are told why, and you can ask again if you have something new to tell us.

If the consultation you want refunded is not in that list, or your problem is a top-up rather than a consultation, write to support@dktorakam.app instead.

7. Where the money goes back to

• Refunds are credited to your Dktorakam wallet. The credit is available at once, can be spent on any doctor on the platform, and does not expire.
• We do not automatically reverse the payment to the card or wallet you topped up with.
• Wallet credit is money held for you to spend on the platform. It cannot be transferred to another account and is not paid out as cash.
• If you cannot use the credit — you are leaving the platform, say — write to support@dktorakam.app. Returning it to the method you originally paid with depends on what that provider allows and takes longer than a wallet credit.
• Deleting your account destroys any remaining balance. Settle your refunds and spend or reclaim your balance before you delete.

8. Top-ups

Topping up your wallet is not itself the purchase of a consultation, and a top-up that reached your balance is normally not refunded — the money is yours to spend on the platform whenever you like.

If money left your account and your balance did not go up, that is a failed payment, not a refund: write to support@dktorakam.app with the date, the amount and the reference from your payment provider, and we will reconcile it with them and correct your balance.

9. In-person clinic appointments

An in-person appointment booked and paid for in the app is refundable when the visit did not happen through no fault of yours — the clinic was closed, the doctor was absent, or you were turned away. It is not refundable once you have been checked in at the clinic, and it is not refundable if you did not turn up. Anything you pay at the clinic itself, for tests or medicines, is between you and the clinic and is outside this policy.

10. Doctors

When a refund is approved the doctor's earning for that consultation is reversed with it, together with our service fee, and both are reflected in the doctor's next settlement. Doctors are told when a consultation of theirs is refunded and can put their side to us.

11. Changes to this policy

We may update this policy when the service or the law changes. The current version is always in the app and at dktorakam.app/refund-policy, with the date it was last updated. The policy that applies to a consultation is the one published when you paid for it.

Nothing here removes a right you have under the consumer law that applies to you.

12. Contact

Questions about a payment or a refund: support@dktorakam.app, or the contact page at dktorakam.app/contact.