DOCTORA24 REFUND & CANCELLATION POLICY

Effective Date: 25 June 2026
Last Updated: 25 June 2026

1. Introduction

This Refund & Cancellation Policy explains how appointment cancellations, rescheduling requests, refunds, and no-show situations are handled by Doctora24 Limited.

Our objective is to provide a fair and transparent process for patients while respecting the time and professional commitments of our healthcare providers.

By booking an appointment through Doctora24, you agree to this Policy.

2. Scope

This Policy applies to all healthcare services offered through the Doctora24 platform, including but not limited to:

  • General Medical Consultations

  • Antenatal Care (ANC)

  • Postnatal Care (PNC)

  • Nutrition Consultations

  • Mental Health Consultations

  • Medication Refill Reviews

  • Medical Report Reviews

  • Follow-up Consultations

  • Any additional services introduced by Doctora24 Limited

3. Appointment Cancellation by Patients

Patients may cancel a scheduled appointment through their Doctora24 account or by contacting our support team before the scheduled consultation time.

Where a cancellation is made within the permitted period, the patient may choose to:

  • Reschedule the appointment; or

  • Request a refund, where applicable.

Late cancellations may not qualify for a refund.

4. Appointment Rescheduling

Patients may request to reschedule an appointment, subject to:

  • Healthcare provider availability.

  • Operational considerations.

  • Any applicable booking conditions.

Rescheduled appointments may be assigned to another qualified provider where necessary and with the patient's agreement.

5. Provider Cancellation

If a healthcare provider is unable to attend a confirmed appointment due to illness, emergency, technical issues, or other valid reasons, Doctora24 Limited will make reasonable efforts to:

  • Notify the patient promptly.

  • Arrange another suitable appointment.

  • Assign another qualified healthcare provider where appropriate.

  • Provide a full refund if an acceptable alternative cannot be offered.

6. No-Show Policy

Patient No-Show

A patient who fails to attend a scheduled consultation without prior notice may be considered a "No-Show."

Where this occurs:

  • The consultation may be marked as missed.

  • The appointment fee may be forfeited.

  • Repeated no-shows may result in temporary restrictions on future bookings.

Provider No-Show

If a healthcare provider fails to attend a confirmed appointment without valid justification:

  • The patient will be offered a replacement appointment or another qualified provider.

  • Where a suitable alternative is not available, a full refund will be processed.

7. Refund Eligibility

Refunds may be approved in circumstances including:

  • Duplicate payments.

  • Incorrect billing.

  • Confirmed payment where no appointment could be provided.

  • Provider cancellation without an acceptable alternative.

  • Verified technical failure attributable to Doctora24 that prevented the consultation from taking place.

  • Other exceptional circumstances approved by Doctora24 Limited.

8. Situations Where Refunds Will Not Normally Be Granted

Refunds will generally not be issued where:

  • The consultation has been successfully completed.

  • A patient fails to attend a confirmed appointment without valid justification.

  • A patient is dissatisfied solely because of the professional medical opinion provided.

  • A patient experiences internet or device problems that are outside the control of Doctora24.

  • A patient provides incorrect booking information that prevents the consultation.

Each request may, however, be reviewed individually where exceptional circumstances exist.

9. Refund Process

To request a refund, the patient should provide:

  • Full Name.

  • Appointment Reference Number.

  • Date of Consultation.

  • Payment Reference.

  • Reason for the Refund Request.

  • Any supporting information, where applicable.

Refund requests may be submitted through:

  • The Doctora24 Platform.

  • Email.

  • Customer Support.

10. Refund Processing Time

Approved refunds will be processed using the original payment method where reasonably possible.

Processing times may vary depending on the payment provider or financial institution.

11. Technical Issues

Where a consultation cannot proceed because of a verified technical issue affecting the Doctora24 platform, we will, where appropriate:

  • Reschedule the appointment at no additional cost; or

  • Process a refund if rescheduling is not feasible.

Technical issues arising solely from the patient's internet connection, device, or local network may not qualify for a refund.

12. Exceptional Circumstances

Doctora24 Limited may exercise reasonable discretion in exceptional circumstances, including:

  • Medical emergencies.

  • Natural disasters.

  • Widespread technology outages.

  • Government restrictions.

  • Other events beyond the reasonable control of the patient or Doctora24.

13. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time.

The latest version will always be available on our website and will indicate the date of the most recent revision.

14. Contact Us

If you have questions about this Policy or wish to request a refund, please contact:

Doctora24 Limited

Website: https://www.doctora247.com

Email: support@doctora247.com

Telephone: 

  • 08101837585

Registered Address: No 25 Chediya Ukku airport road kano

15. Governing Law

This Policy shall be governed by and interpreted in accordance with the laws of the Federal Republic of Nigeria.

Copyright © 2026 Doctora24 Limited. All Rights Reserved.