Return, Refund & Cancellation Policy

Effective date: 24 August 2026 | Last updated: 24 August 2026

1. Scope

This Policy applies where HelloDoctor directly collects payment for an Online Consultation, doctor subscription, promotion or another expressly identified paid Platform service. If a patient pays an independent Network Doctor or chamber directly and HelloDoctor does not collect that money, the doctor/chamber's receipt, cancellation and refund rules apply; HelloDoctor may provide reasonable complaint assistance but is not the refund payer.

2. Payment safety and verification

Pay only through an official HelloDoctor website, payment page or confirmed channel. Never share a mobile-banking PIN, card PIN, OTP, password, CVV or secret code. Keep the transaction ID and proof. HelloDoctor may verify name, phone, amount, method, payer reference, date/time, transaction ID, service reference and consent status before fulfilment or refund.

3. Cancellation before service starts

A user should request cancellation as soon as possible and before meaningful consultation, doctor review or paid service delivery begins. HelloDoctor may offer rescheduling or an eligible refund. If HelloDoctor or the assigned doctor cancels before the service starts, the user may choose an available reschedule or an eligible refund.

4. When a refund may be approved

A refund may be approved after verification when:

• HelloDoctor could not start or deliver the paid consultation because of doctor unavailability or an operational failure attributable to HelloDoctor;
• the same service was charged more than once, or a verified excess amount was paid;
• HelloDoctor cancelled the paid service before it started;
• before meaningful clinical review began, the doctor determined that the case was not suitable for online consultation and no medical support was provided;
• a HelloDoctor-controlled technical failure prevented meaningful service and no reasonable reschedule or equivalent service was delivered; or
• payment was verified but required terms or teleconsultation consent were not accepted before any consultation, doctor review, advice, prescription, report review, referral or follow-up began.

5. When a refund may not be available

Subject to applicable law, a refund may not be available when:

• the doctor has begun meaningful case review, clinical questioning, advice, prescription, report review, referral, medical opinion or follow-up;
• the user changes their mind after service processing has begun;
• the user does not respond or is a no-show after reasonable service attempts;
• the user submitted false, inaccurate, incomplete or delayed information that prevented or compromised delivery;
• the doctor appropriately refers the patient to in-person, specialist, diagnostic, hospital or emergency care after clinical review;
• failure arises mainly from the user's device, internet, unauthorised channel or a third-party outage that HelloDoctor could not reasonably control;
• payment was made to a fake page, impostor, unauthorised person or unofficial account; or
• the claim involves fraud, abuse, duplicate recovery, policy breach or misuse.

6. Network serial requests and chamber fees

A free serial request carries no refund because no amount was collected. A request is not confirmed until an explicit confirmation is sent. For a chamber fee paid directly to a Network Doctor or chamber, the patient should obtain the provider's receipt and refund terms. If HelloDoctor later collects a booking fee, the checkout will state whether it is refundable and this Policy will apply to the amount collected by HelloDoctor.

7. Doctor subscriptions and promotion

The purchase page must state the price, period, included features, limits, renewal arrangement and cancellation method. Subscriptions, software access or promoted visibility do not guarantee patients,

confirmed visits, income, ranking or clinical outcomes. If HelloDoctor fails to activate the purchased service, an eligible refund or extension may be offered. After access, promotion or delivery begins, the used period or delivered impressions may be non-refundable except where law requires otherwise.

8. How to request a refund

Submit the request within seven (7) calendar days of payment through an official support channel and include:

• patient/customer name and phone number;
• payment method, amount, date/time and transaction ID;
• payment screenshot or other proof, if available;
• service, order or booking reference; and
• clear reason for the request.

HelloDoctor may ask for reasonable additional information to verify identity, payment, consent and service status. The processing clock begins when the claim is complete and verifiable.

9. Seven-to-ten-business-day refund timeline

The refund will normally be sent to the original payment method or verified payer account. A bank, card issuer, mobile financial service or payment gateway may require additional time to display the credit after HelloDoctor has completed processing. Third-party fees are refundable only where required by law or the provider's rules.

10. Disputes and fraud prevention

HelloDoctor may review transaction, booking, consent, communication, consultation and system records. It may reject a false, unverifiable, duplicate, manipulated or abusive claim and may suspend accounts or report suspected fraud. These controls do not reduce any non-excludable consumer right or lawful chargeback or complaint process.

Payment and refund contact

Company

HelloDoctor HealthTech Limited

Registered address

House-28, Kanchan House, Baitun Najat Jame Masjid Road, Chalaban, Dakshinkhan, Dhaka-1230, Bangladesh

Email

support@hellodoctor.org

Phone

01400004101, 01805486027, 01805486028

Websites

hellodoctor.org and hellodoctor.net

Trade License No.

TRAD/DNCC/046572/2025