Refund Policy & Dispute Resolution
Last Updated: November 2025 | Version 1.0
Quick Summary
- All disputes are finalised by FindYourLocum after hearing both parties
- Refunds are processed within 5-10 business days upon approval
- Deceptive conduct results in warnings or platform bans
1. INTRODUCTION
FindYourLocum ("we," "our," or "us") is committed to ensuring fair and transparent transactions on our platform. This Refund Policy outlines the circumstances under which refunds may be granted and the process for resolving disputes between Healthcare Professionals and Healthcare Facilities.
By using our Platform, you agree to the terms of this Refund Policy. This policy should be read in conjunction with our Terms of Use and Privacy Policy.
2. PAYMENT STRUCTURE
2.1 How Payments Work
FindYourLocum receives payments on behalf of Healthcare Professionals (Locums):
- Healthcare Facilities pay for booked shifts through our secure payment gateway (Paystack)
- Funds are held in escrow until the shift is completed and confirmed
- Upon successful shift completion, funds are released to the Healthcare Professional
- Platform service fees are deducted before disbursement
2.2 Payment Timeline
- Payment is collected from Healthcare Facilities at the time of booking confirmation
- Funds are released to Healthcare Professionals within 2-5 business days after shift completion confirmation
- Disputed payments are held until resolution
3. REFUND ELIGIBILITY
3.1 Refunds for Healthcare Facilities
Healthcare Facilities may be eligible for a refund in the following circumstances:
1No-Show by Healthcare Professional
If a Healthcare Professional fails to arrive for a confirmed shift without prior notice, a full refund will be processed.
2Early Departure Without Cause
If a Healthcare Professional leaves before completing the scheduled shift without valid reason, a prorated refund may be issued.
3Cancellation by Healthcare Professional
If the Healthcare Professional cancels within 24 hours of the shift start time, a full refund will be processed.
4Credential Issues
If a Healthcare Professional's credentials are found to be invalid or misrepresented, a full refund will be processed.
5Quality of Service Issues
If there are verified complaints about professional conduct or service quality, partial or full refunds may be considered.
3.2 Refunds for Healthcare Professionals
Healthcare Professionals may be eligible for compensation in the following circumstances:
1Shift Cancellation by Facility
If a Healthcare Facility cancels within 24 hours of the shift, the Healthcare Professional may receive a cancellation fee.
2Unsafe Working Conditions
If a Healthcare Professional encounters unsafe or unreasonable conditions and must leave the shift, they may be compensated for time worked.
3Non-Payment or Delayed Payment
We ensure timely payment through our escrow system. Any payment issues are addressed and resolved promptly.
4. NON-REFUNDABLE SITUATIONS
Refunds will generally not be issued in the following circumstances:
- Cancellations made more than 48 hours before the scheduled shift (unless covered by cancellation policy)
- Dissatisfaction not related to professional service quality
- Changes in facility staffing needs after shift completion
- Disputes arising after 7 days of shift completion
- Situations where the complaining party is found to be at fault
- Platform service fees (non-refundable)
5. DISPUTE RESOLUTION PROCESS
We take all disputes seriously and have established a fair and transparent resolution process. All disputes are finalised by FindYourLocum after listening to both parties.
5.1 Step-by-Step Dispute Process
Step 1: Report the Issue
- Submit a dispute through the app or email within 7 days of the incident
- Provide detailed description of the issue
- Include any supporting documentation or evidence
Step 2: Initial Review
- Our team acknowledges the dispute within 24 hours
- We review the submitted information
- Both parties are notified that a dispute has been raised
Step 3: Investigation
- Both parties are given the opportunity to present their case
- We gather relevant evidence and information from both sides
- Check-in/check-out records, messages, and other platform data are reviewed
Step 4: Executive Decision
- FindYourLocum makes the final executive decision after listening to both parties
- Decision is based on evidence, platform policies, and fairness
- All decisions are communicated in writing to both parties
Step 5: Resolution
- Refunds (if approved) are processed within 5-10 business days
- Funds are returned to the original payment method
- Both parties receive confirmation of the resolution
Timeline: Most disputes are resolved within 5-10 business days from the date of filing. Complex cases may take longer but will not exceed 30 days.
6. CONSEQUENCES OF MISCONDUCT
FindYourLocum maintains a zero-tolerance policy for deception and misconduct. We are committed to maintaining trust and safety on our platform.
First Offense: Formal Warning
Any party found to be deceiving the other party will receive a formal warning. This warning is documented on the user's account and serves as a first strike.
Serious or Repeat Offense: Permanent Ban
If the offense is serious or if a user commits a repeat offense after receiving a warning, they will be permanently banned from using our platform. This includes:
- Account termination
- Forfeiture of pending payouts (subject to dispute resolution)
- Inability to create new accounts
- Potential reporting to relevant professional bodies
Examples of Misconduct
- Providing false credentials or qualifications
- Falsifying check-in or check-out times
- Making fraudulent claims for refunds
- Misrepresenting shift requirements or conditions
- Harassment or discriminatory behavior
- Attempting to circumvent platform payment systems
- Providing false statements during dispute resolution
7. CANCELLATION POLICY
7.1 Cancellation by Healthcare Facilities
| Timing | Refund/Fee |
|---|---|
| More than 48 hours before shift | Full refund (minus processing fees) |
| 24-48 hours before shift | 75% refund |
| Less than 24 hours before shift | 50% refund (50% goes to Locum as cancellation fee) |
| No-show/same-day cancellation | No refund (full payment to Locum) |
7.2 Cancellation by Healthcare Professionals
| Timing | Consequence |
|---|---|
| More than 48 hours before shift | No penalty, full refund to Facility |
| 24-48 hours before shift | Warning issued, full refund to Facility |
| Less than 24 hours before shift | Formal warning, potential account review |
| No-show | Serious offense, potential ban |
8. REFUND PROCESSING
8.1 Processing Time
- Approved refunds are initiated within 2 business days
- Funds typically appear in your account within 5-10 business days
- Processing time may vary depending on your bank or payment provider
8.2 Refund Method
- Refunds are processed to the original payment method used
- For card payments, refunds go back to the same card
- For bank transfers, refunds go to the linked bank account
8.3 Partial Refunds
In some cases, partial refunds may be issued based on the circumstances. The amount will be determined during the dispute resolution process and communicated to both parties.
9. APPEALS
If you disagree with a dispute resolution decision:
- You may submit an appeal within 7 days of the decision
- Appeals must include new evidence or information not previously considered
- Appeals are reviewed by a senior member of our team
- The appeal decision is final
10. CONTACT US
For refund requests, disputes, or questions about this policy, please contact us:
Response Time: We aim to respond to all dispute-related inquiries within 24 hours during business days (Monday to Friday, 8:00 AM - 5:00 PM SAST).
11. POLICY UPDATES
We may update this Refund Policy from time to time. We will notify you of any material changes via email or Platform notification. Your continued use of the Platform after such modifications constitutes your acceptance of the updated policy.