9jaTelemedicine Limited Refund Policy
Our goal is to provide prompt, fair, and high-quality medical services. Because physician time is reserved once a consultation is submitted, refunds are limited.
Full Refunds
A full refund may be issued if:
- Your payment was successfully processed but your consultation was not submitted due to a technical failure.
- The Platform experiences a system error that prevents your consultation from reaching a physician.
- 9jaTelemedicine Limited is unable to assign your consultation to a physician within a reasonable period and elects to cancel the consultation.
- You were charged more than once for the same consultation.
Partial or Discretionary Refunds
9jaTelemedicine Limited may, at its sole discretion, issue a partial or full refund where exceptional circumstances exist.
No Refunds
Refunds will generally not be issued after:
- A physician has accepted or reviewed your consultation.
- Medical advice has been provided.
- A prescription has been issued.
- Laboratory tests or imaging have been recommended.
- A referral has been provided.
- You decide not to follow the physician’s recommendations.
- You are dissatisfied because medication was not prescribed or because your preferred treatment was not recommended.
Payment Processing Charges
Where permitted by law, non-refundable Paystack payment processing fees may be deducted from any approved refund.
Refund Processing Time
Approved refunds will generally be processed using the original payment method. Processing times may vary depending on Paystack and your financial institution.
Contact
Refund requests should be submitted promptly to 9jaTelemedicine Limited Customer Support with your consultation reference number and reason for the request.