DOCTORA24 · HEALTHCARE, WITHIN REACH
Refund and Cancellation Policy
Find helpful information about Doctora24, our healthcare services and how to access support through our platform.
Last reviewed: 29 October 2026
1. GENERAL PRINCIPLE
Doctora24 Limited aims to handle cancellations, payment errors and refund requests fairly and in accordance with applicable Nigerian law, including the Federal Competition and Consumer Protection Act 2018.
The outcome depends on the service purchased, whether it was delivered, the timing of the request, the terms disclosed before payment and the circumstances of the case.
2. USER CANCELLATIONS
Users may request cancellation of an advance booking or order.
Any cancellation charge must have a lawful basis, be reasonable in the circumstances and be clearly disclosed before the user commits to the transaction.
Cancellation requests will be assessed in light of the service, notice given and applicable consumer rights.
3. PROVIDER CANCELLATIONS OR NON-DELIVERY
If a provider cancels, is unavailable or fails to deliver a paid service, Doctora24 should review the case and offer an appropriate remedy. This may include rescheduling or a refund for the affected undelivered service.
The remedy depends on the transaction, the circumstances and applicable law.
4. COMPLETED SERVICES AND COMPLAINTS
A completed service does not automatically qualify for a refund merely because the user is dissatisfied with a clinical opinion or outcome.
Complaints involving non-delivery, material service failure, incorrect charges, duplicate payments or other legally recognised grounds will be assessed individually.
Nothing in this policy removes rights that cannot lawfully be excluded.
5. PAYMENT ERRORS
If you believe you paid twice, paid the wrong amount or your payment was not correctly recorded, contact support with the transaction reference, date, amount and relevant booking details.
Never send your banking PIN, password, one-time password or full payment-card credentials.
6. PAYMENT METHODS
Payments may be made through Aystact, Flutterwave or manual bank transfer, as offered for the relevant transaction.
The payment route may affect how a refund is processed, but does not by itself determine whether a refund is legally due.
Deductions, including payment-processing charges, must have a lawful basis and be appropriately disclosed. No automatic deduction is promised by this policy.
7. HOW TO REQUEST A REFUND
Email support@doctora247.com or call 08101837585.
Include your name, contact method, booking reference, payment date and amount, payment method, transaction reference and a brief explanation of the issue.
Provide supporting evidence where reasonably necessary. Do not send passwords, PINs or one-time passwords.
8. REVIEW AND TIMING
Doctora24 should acknowledge and review requests within a reasonable period. A bank or payment provider may affect the time needed to complete a transaction.
A fixed processing deadline is not stated because the internal refund workflow and provider timelines have not yet been confirmed.
Before publication, Doctora24 should establish and verify a clear timeframe for acknowledging requests, making decisions and processing approved refunds.
9. LEGAL RIGHTS
This policy is subject to applicable consumer-protection law, including statutory cancellation rights and protections that cannot lawfully be excluded.
1. GENERAL PRINCIPLE
Doctora24 Limited aims to handle cancellations, payment errors and refund requests fairly and in accordance with applicable Nigerian law, including the Federal Competition and Consumer Protection Act 2018.
The outcome depends on the service purchased, whether it was delivered, the timing of the request, the terms disclosed before payment and the circumstances of the case.
2. USER CANCELLATIONS
Users may request cancellation of an advance booking or order.
Any cancellation charge must have a lawful basis, be reasonable in the circumstances and be clearly disclosed before the user commits to the transaction.
Cancellation requests will be assessed in light of the service, notice given and applicable consumer rights.
3. PROVIDER CANCELLATIONS OR NON-DELIVERY
If a provider cancels, is unavailable or fails to deliver a paid service, Doctora24 should review the case and offer an appropriate remedy. This may include rescheduling or a refund for the affected undelivered service.
The remedy depends on the transaction, the circumstances and applicable law.
4. COMPLETED SERVICES AND COMPLAINTS
A completed service does not automatically qualify for a refund merely because the user is dissatisfied with a clinical opinion or outcome.
Complaints involving non-delivery, material service failure, incorrect charges, duplicate payments or other legally recognised grounds will be assessed individually.
Nothing in this policy removes rights that cannot lawfully be excluded.
5. PAYMENT ERRORS
If you believe you paid twice, paid the wrong amount or your payment was not correctly recorded, contact support with the transaction reference, date, amount and relevant booking details.
Never send your banking PIN, password, one-time password or full payment-card credentials.
6. PAYMENT METHODS
Payments may be made through Aystact, Flutterwave or manual bank transfer, as offered for the relevant transaction.
The payment route may affect how a refund is processed, but does not by itself determine whether a refund is legally due.
Deductions, including payment-processing charges, must have a lawful basis and be appropriately disclosed. No automatic deduction is promised by this policy.
7. HOW TO REQUEST A REFUND
Email support@doctora247.com or call 08101837585.
Include your name, contact method, booking reference, payment date and amount, payment method, transaction reference and a brief explanation of the issue.
Provide supporting evidence where reasonably necessary. Do not send passwords, PINs or one-time passwords.
8. REVIEW AND TIMING
Doctora24 should acknowledge and review requests within a reasonable period. A bank or payment provider may affect the time needed to complete a transaction.
A fixed processing deadline is not stated because the internal refund workflow and provider timelines have not yet been confirmed.
Before publication, Doctora24 should establish and verify a clear timeframe for acknowledging requests, making decisions and processing approved refunds.
9. LEGAL RIGHTS
This policy is subject to applicable consumer-protection law, including statutory cancellation rights and protections that cannot lawfully be excluded.