Refund and Cancellation Policy

1. Understanding Payment Structure

When you book a medical treatment through Estemed, your payment typically consists of two parts:

2. Platform Fee Refund Policy (Estemed Fee)

2.1 Non-Refundable Once Confirmed

The Estemed platform booking fee is non-refundable once your treatment offer is confirmed and an appointment is scheduled. This fee covers:

• Initial consultation and quote processing
• Secure messaging platform access
• Appointment scheduling services
• Payment processing fees
• Customer support availability
• Platform maintenance and security

2.2 When Platform Fee May Be Refunded

In rare circumstances, we may issue a refund of the platform fee:

• Doctor Cancellation: If the healthcare provider cancels without offering alternative dates
• Technical Error: If a system error resulted in duplicate charges
• Fraudulent Activity: If unauthorized charges occurred on your account
• Service Not Rendered: If the platform connection service was not provided as described

2.3 No Refund Situations

Platform fees will NOT be refunded in the following cases:

• Patient cancellation or no-show
• Change of mind after confirmation
• Medical ineligibility determined by doctor
• Visa or travel issues
• Personal circumstances or emergencies
• Dissatisfaction with medical outcome (handled by clinic)
• Rescheduling or postponement

3. Medical Service Refund Policy (Clinic/Doctor Fee)

3.1 Direct Relationship with Healthcare Provider

Refunds for medical service payments are handled directly between you and the healthcare provider. Estemed is not a party to this transaction and cannot process refunds on behalf of clinics or doctors.

3.2 Individual Clinic Policies Apply

Each healthcare provider sets their own refund policy for medical services. Common policies include:

• Full Refund: Typically available if cancelled 48+ hours before appointment
• Partial Refund: May apply for late cancellations (24-48 hours notice)
• No Refund: Common for cancellations within 24 hours or no-shows
• Deposit Forfeiture: Deposits may be non-refundable while balance is refunded

3.3 How to Request Medical Service Refund

4. Cancellation Policy

4.1 How to Cancel an Appointment

To cancel your appointment:

1. Log into your Estemed account
2. Navigate to "My Requests" or "Messages"
3. Contact the healthcare provider through the messaging system
4. Also notify Estemed support at [email protected]
5. Confirm cancellation in writing

4.2 Cancellation Timing Guidelines

4.3 Rescheduling vs. Cancellation

If you need to reschedule rather than cancel, contact the healthcare provider as early as possible. Most providers are flexible with rescheduling if given adequate notice, and this typically does not trigger refund issues.

5. Refund Processing Timeline

5.1 Platform Fee Refunds (If Approved)

• Review Time: 3-5 business days to review refund request
• Processing Time: 5-10 business days after approval
• Bank Posting: Additional 3-5 business days for bank processing
• Total Time: Approximately 2-3 weeks from approval

5.2 Medical Service Refunds

Timeline varies by healthcare provider. Most clinics process refunds within 7-14 business days, but some may take up to 30 days. Contact the provider directly for their specific timeline.

6. Dispute Resolution

6.1 Medical Service Disputes

If you have a dispute with a healthcare provider regarding medical service refunds:

1. First, attempt to resolve directly with the provider
2. Document all communication in writing
3. If unresolved, contact Estemed support at [email protected]
4. We will attempt to facilitate communication and mediate
5. Final decision rests with the healthcare provider per their policy

6.2 Platform Fee Disputes

For disputes regarding platform fees, contact [email protected] with:

• Your booking reference number
• Detailed explanation of the issue
• Any supporting documentation
• Your desired resolution

6.3 Payment Disputes with Stripe

If you initiated a chargeback or dispute with your bank or credit card company, please note:

• This may result in account suspension pending investigation
• Contact us first to resolve issues before filing chargebacks
• Fraudulent chargebacks may result in permanent account termination
• We will provide documentation to your bank regarding the transaction

7. Special Circumstances

7.1 Medical Emergencies

If you need to cancel due to a medical emergency, contact us immediately with documentation. While platform fees remain non-refundable per policy, we will work with you and the healthcare provider to find a fair resolution.

7.2 Force Majeure

In cases of natural disasters, pandemics, war, or other force majeure events that prevent travel or treatment, special refund considerations may apply. Contact support for case-by-case evaluation.

7.3 Provider No-Show or Closure

If a healthcare provider fails to honor an appointment without notice or closes their practice, full refunds of all fees (including platform fees) will be processed.

8. How to Request a Refund

9. Contact Information

For refund questions or to initiate a refund request:

10. Policy Updates

This Refund and Cancellation Policy may be updated periodically. The "Last Updated" date indicates the most recent revision. Continued use of the platform after changes constitutes acceptance of the updated policy.