Payment, Payout & Platform Fee

This page explains how payments, the Platform Fee, your wallet and payouts work on Doctorz. It should be read with our Refund & Cancellation policy.

1. Payment methods

When there is an amount to pay online, you choose how to pay and are then taken to a secure payment page operated by our licensed payment partner to complete it. You can pay by card, bank and wallet. Between them these cover local and international cards, internet banking and mobile wallets.

Your card number, PIN, one-time password and mobile-wallet credentials are entered on the payment partner’s own systems. Doctorz never sees or stores them. We receive only confirmation that the payment succeeded, the amount, and a reference. See our Privacy Policy for exactly what is shared.

You are returned to Doctorz once payment is complete. If you close your browser at that moment your payment is not lost — the payment partner notifies us directly, and your booking is confirmed as soon as that confirmation arrives.

2. Consultation fee and the Platform Fee

Each doctor sets their own consultation fee, which is shown before you book. Doctorz charges a Platform Fee of 0% of the consultation fee for use of the platform. The Platform Fee is deducted from what the doctor receives — it is not added to your bill.

Appointments paid in cash at the chamber are settled directly with the chamber and are not charged through Doctorz.

3. Your wallet

Eligible refunds and credits are held in your Doctorz wallet at full value. Wallet credit can be reused for any booking, or withdrawn as cash. Wallet balances are account credits held for you; they are not a separate stored-value e-money product.

4. Payouts and withdrawals

Doctors withdraw their earnings, and patients can withdraw wallet credit, to bKash or a bank account. The minimum withdrawal is ৳500. Requests are reviewed and paid within about 3 working days — bKash transfers are usually instant once approved, while bank transfers can take longer. You can see the status of each request in your dashboard.

5. Platform Fee on patient withdrawals

Reusing wallet credit for a booking is always free. The Platform Fee is deducted only when a patient withdraws credit as cash, so you never lose value by keeping or reusing your credit.

6. Reserving your serial while you pay

When you choose to pay online, your serial is held for you for about 10 minutes while you complete the payment, so nobody else can take it while you are on the payment page.

If the payment is not completed in that time, the serial is released and offered to other patients. Nothing is charged. You will be told that this has happened and you can book again.

Very occasionally a payment is confirmed after that hold has already lapsed. In that case:

• If a place is still available in the same session, you are given the next available serial and told that your original time changed; or
• If the session is full, no appointment is created and the full amount you paid, including any VAT, is credited to your Doctorz wallet. You can use it for another booking or withdraw it.

7. Offers and coupon codes

From time to time we or a doctor may issue an offer code you can apply at checkout. Where a code applies:

• The discount comes off the online amount you pay. The doctor still receives their full fee — the discount is borne by Doctorz, not deducted from the doctor.
• A code may carry conditions — a start date, an expiry date, a minimum amount, a total usage limit, or a limit on how many times one account may use it. If a code does not apply, the reason is shown at checkout.
• Codes have no cash value, cannot be exchanged for money, and are not credited to your wallet if unused.
• Where VAT applies it is calculated on the amount after the discount.
• We may withdraw or cancel an offer, and may decline or reverse a discount obtained by abuse, duplicate accounts or error.

8. Buyer protection

We follow the Digital Commerce Operation Guidelines 2021. Funds for a consultation are only released to the doctor after the service is delivered, and eligible amounts are returned to your wallet when a doctor cancels.

9. Taxes and charges

You remain responsible for any taxes that apply to you personally; doctors are responsible for taxes on their own earnings.

10. Questions

For any billing question, contact us. Email contact@doctorz.bd. Or raise a complaint through the Grievance & Complaints page.