Return, Refund & Cancellation Policy

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

Return policy: not applicable

HelloDoctor provides digital platform and healthcare-related services and does not sell or deliver physical goods under these service flows. Therefore, physical return is not applicable. If physical goods are offered later, a separate product-return policy must be published before sale.

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.

This Policy should be read together with the Terms & Conditions, Privacy Policy and Medical Disclaimer. Nothing in this Policy excludes any refund, remedy or consumer right that cannot lawfully be excluded.

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.

For doctor-set online consultation bookings, HelloDoctor's platform charge is included in the displayed consultation fee and is deducted from that fee; it is not added on top. The current platform charge is 20% of the consultation fee, rounded down to the nearest whole Bangladeshi taka.

The current breakdown for these bookings is:

Total consultation fee: BDT 49

Included platform charge: BDT 9 Doctor's share: BDT 40

Total consultation fee: BDT 199

Included platform charge: BDT 39 Doctor's share: BDT 160

Total consultation fee: BDT 499

Included platform charge: BDT 99 Doctor's share: BDT 400

These examples apply to doctor-set online consultation bookings. They do not establish charges or revenue-sharing arrangements for free public questions, independent chamber visits, separately managed panel consultations, subscriptions or other services. Any separate service charge and applicable inclusions must be disclosed before payment.

A platform charge is part of the amount paid to HelloDoctor and is considered when assessing an eligible refund. It is not automatically non-refundable merely because it is described as a platform charge.

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.

Payment or acceptance of general policies does not replace explicit informed consent to a clinical consultation. A patient may decline or withdraw consultation consent. Whether a refund is available will depend on the service already provided, the circumstances of cancellation, this Policy and applicable law.

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.

If a full refund of a consultation fee is approved, it includes the platform-charge portion contained within that fee. The platform charge will not be deducted again from an approved full refund.

If only a partial refund is approved, HelloDoctor will explain the amount being refunded and the basis for any amount retained, including the treatment of the platform charge. Any retention must be consistent with the service delivered, disclosed terms and applicable law.

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.

A consultation is not automatically refundable merely because it did not result in a prescription or because the doctor appropriately recommended in-person care after clinical review.

Where audio or text consultation was clinically appropriate, permitted under the Terms & Conditions and provided with the patient's prior explicit informed consent, the absence of video alone does not establish refund eligibility. Conversely, an unanswered message, an attempted call or administrative coordination alone does not establish that meaningful clinical consultation was delivered.

A complaint about missing consent, an unsuitable consultation mode or a failure to provide the agreed service will be reviewed on its facts. Merely beginning an activity without the required consent does not by itself justify refusing a refund.

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.

The seven-calendar-day request period does not override any longer claim period or remedy available under applicable law.

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

Required timeline

Eligible refunds will be completed by HelloDoctor within seven (7) to ten (10) business days from the date HelloDoctor receives a complete and verifiable refund claim.

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.

HelloDoctor's own platform charge is distinct from a fee charged by an external payment provider. Its refund treatment is governed by sections 2 and 4 of this Policy.

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