Refund Policy

1. OVERVIEW

This Refund Policy explains when and how refunds are provided for virtual consultations booked through the Find Your Doctor app. It should be read together with the Patient Payment Terms and Terms of Use. All amounts are in South African Rand (ZAR).

2. WHAT YOU PAY

You pay the consultation fee set by the practitioner plus a service and payment fee (currently 3.9% plus R1) that covers payment processing. The full amount is shown to you before you confirm the booking.

3. WHEN YOU ARE ENTITLED TO A FULL REFUND

• The practitioner does not attend the scheduled consultation.

• A consultation cannot proceed because of a technical failure on our side and cannot be rescheduled.

• You cancel within the cancellation window shown at the time of booking.

Approved refunds are made to your original payment method where possible.

4. NON-REFUNDABLE SITUATIONS

• You do not attend a booked consultation without cancelling in time (a no-show).

• The consultation took place as booked and was completed.

• Dissatisfaction with a clinical outcome where the consultation was properly delivered. The practitioner is responsible for clinical care (see Terms of Use).

5. CANCELLATIONS

You may cancel a booking before the scheduled start time in line with the cancellation rules shown at booking. Where a slot is only held pending (for example a manual EFT awaiting verification), it may be released if payment is not confirmed in time.

6. MEDICAL AID

Where a consultation is paid through a medical scheme, any claim, cover or reimbursement is a matter between you and your scheme. Find Your Doctor does not guarantee cover or reimbursement.

7. HOW TO REQUEST A REFUND

Contact support@findyourlocum.co.za with your account email and the consultation details. We aim to acknowledge requests within a reasonable time and to process approved refunds promptly, subject to payment-provider timelines.

8. PAYMENT PROVIDER TIMELINES

Card and instant EFT payments are processed by Paystack. The time for an approved refund to reflect in your account may depend on your bank or card provider.

9. DISPUTES

If you disagree with a refund decision, you may ask us to review it by replying to your support request with any additional information. We will consider the matter in good faith.

10. CONTACT

Refund queries: support@findyourlocum.co.za. Support hours: Monday to Friday, 8am - 5pm.