This Refund Policy outlines the terms and procedures for appointment cancellations, physician no-shows, and refund requests on the Healy telemedicine platform. Our goal is to provide fair and transparent refund processes while ensuring the sustainability of our healthcare provider network.

Patients may cancel appointments with the following refund terms: 24+ hours before appointment: Full refund (100%). 12-24 hours before appointment: 50% refund. Less than 12 hours before appointment: No refund. After appointment start time: No refund. Emergency exceptions include medical emergencies (with documentation), family emergencies (death in immediate family), severe weather events, and other force majeure events.

A physician no-show occurs when a provider does not join the video consultation within 15 minutes of scheduled time, fails to appear for in-person appointment, cancels less than 2 hours before appointment without valid reason, or is unreachable for rescheduling. If your healthcare provider no-shows, you receive a full refund (100% of consultation fee), free rescheduling with another provider at no cost, compensation credit equal to 20% of consultation fee, and we will file a formal report with the provider's oversight body if a pattern emerges.

Monthly subscriptions: Cancel anytime; no refund for current billing period. Annual subscriptions: Cancel within 30 days for prorated refund; cancel after 30 days for no refund for remaining period; access continues until end of billing period. If platform services are unavailable: Downtime > 24 hours results in prorated credit for affected period; downtime > 72 hours results in full month credit + 10% bonus; complete service failure results in full refund of subscription fee.

Full refunds available for video consultation failures due to platform issues, payment processing errors, appointment booking system failures, and data loss or corruption affecting patient care. No refunds for patient internet connectivity issues, patient device problems, patient failure to join consultation on time, or patient software incompatibility.

If you are charged incorrectly, report within 30 days of charge, provide proof of correct amount, and receive full refund of overcharge amount. For duplicate charges, you receive full refund of duplicate charges with automatic detection and refund system. For unauthorized charges, immediate refund upon verification, account security review, enhanced fraud protection measures, and cooperation with law enforcement if fraud suspected.

To request a refund: Contact Support (email support@healy.ng or use in-app support), provide details (booking ID, date, and reason for refund), submit evidence (screenshots, medical records, etc.), wait for review (standard review time is 3-5 business days), and receive decision via email and in-app notification. Required information includes your account details and contact information, booking reference number or transaction ID, date and time of appointment/service, detailed reason for refund request, and any supporting documentation.

Standard requests: 3-5 business days. Emergency requests: 24-48 hours. Complex cases: Up to 10 business days. Technical investigations: Up to 14 business days. Refunds are processed to original payment method. Bank transfers: 5-10 business days to appear. Card refunds: 5-7 business days to appear. Wallet credits: Immediate processing.

If your refund request is denied, you'll receive detailed explanation, can appeal within 7 days, appeals reviewed by different team member, and final decision within 5 business days of appeal. Escalation process: First level - Customer support team, Second level - Support manager, Third level - Operations director, Final level - Executive review committee.

Medical Emergencies: Full refund for missed appointments due to patient medical emergency with documentation from healthcare provider required. Bereavement: Full refund for appointments missed due to death in immediate family with funeral notice or obituary may be requested. Natural Disasters: Full refund for appointments affected by natural disasters with government-issued disaster declarations accepted as proof. Public Health Emergencies: Special refund policies during declared public health emergencies with government-mandated cancellations fully refunded.

For questions about this Refund Policy or specific refund situations, please contact our refund team at hi@healy.ng or call +234-806-3055-417. Available Monday-Friday, 8:00 AM - 6:00 PM WAT with 24/7 support for urgent refund issues.