Refund & Cancellation

This policy explains when consultation fees are refunded or credited to your Doctorz wallet, and how cancellations work. Read it together with our Payment, Payout & Platform Fee and Terms of Service.

1. Our policy in short

When an appointment is cancelled by the doctor, or the doctor does not attend, the amount you paid is credited back to your Doctorz wallet at full value. You may reuse that credit for another booking, or withdraw it (a Platform Fee applies only on cash withdrawal). Once a consultation has been delivered, the consultation fee is non-refundable.

2. If you cancel

You can cancel or reschedule a booking yourself up to 2 hours before the appointment time, from your appointments page. Cancelling returns the amount you paid to your Doctorz wallet; rescheduling moves the booking and keeps the payment against it.

Closer to the appointment than that, the booking can no longer be changed by you, because the doctor’s time has been set aside. If something has gone wrong, contact us through the Grievance & Complaints page.

3. If the doctor cancels or does not attend

If a doctor cancels your appointment, or does not attend, the full amount you paid is credited back to your Doctorz wallet. You can reuse that credit for another booking or withdraw it (see below).

4. Missed online consultations

For an online consultation, the doctor calls you at your appointment time. The doctor must call you at least 2 times before they are able to mark you absent, and each call rings for about 30 seconds. Please be ready and online at your serial time.

If you are marked absent after those calls, the fee may not be refundable, as the doctor’s time was reserved for you. You can rejoin the queue to be called again while the session is still running.

If the doctor does not attend, or does not call you at all, you are credited in full.

5. Payments that arrive too late

Your serial is held for about 10 minutes while you pay. If a payment is confirmed after that hold has lapsed and the session has since filled up, no appointment is created and the full amount you paid, including any VAT, is credited to your Doctorz wallet. This is explained in full on the Payment, Payout & Platform Fee page.

6. How credits reach you

Refunds and credits are placed in your Doctorz wallet at full value. You can:

• Reuse the credit for any future booking at full value; or
• Withdraw it to bKash or your bank. A Platform Fee applies only when you withdraw cash, not when you reuse credit for a booking.

Withdrawal requests are processed within about 3 working days (bKash is usually faster than bank transfer).

7. Your consumer rights

Nothing here limits your rights under the Consumers’ Rights Protection Act 2009 and the rules of the Directorate of National Consumer Rights Protection (DNCRP). If you believe a charge is wrong, contact us first through the Grievance & Complaints page; we aim to respond to complaints quickly, normally within about 72 hours.

8. Governing law

This policy is governed by the laws of Bangladesh, and any dispute is subject to the courts of Dhaka.