Refund and Payment Policy

HelloDoctor HealthTech Limited provides online medical consultation support through chat, audio, or video, subject to doctor availability, clinical suitability, user-provided information, payment verification, and platform policy.

Payment does not guarantee any specific diagnosis, prescription, medicine, test advice, recovery, cure, treatment result, consultation speed, or health outcome.

Payment is made for online consultation support and related service facilitation. It is not payment for emergency care, ambulance service, hospital admission, ICU care, surgery, physical examination, pharmacy service, or diagnostic service.

Users must make payment only through official HelloDoctor payment channels communicated by HelloDoctor through its website, official Facebook page, official WhatsApp, Messenger, phone support, or other official communication channel.

HelloDoctor may accept payment through mobile financial services, bank transfer, payment gateway, card payment, or other approved payment methods.

Users are responsible for confirming that they are paying to an official HelloDoctor payment channel.

HelloDoctor will not be responsible for loss, fraud, or payment made to fake pages, fake profiles, unauthorized persons, unofficial numbers, or third-party imposters.

For payment verification, HelloDoctor may request name, phone number, payment method, payment amount, transaction ID, payer number, payment time, payment screenshot, payment status, service request details, and any other information reasonably needed to verify payment.

HelloDoctor does not ask users to share mobile banking PIN, card PIN, OTP, password, security code, or any secret financial credential.

Users should never share PIN, OTP, password, or sensitive financial credentials with HelloDoctor or anyone claiming to represent HelloDoctor.

Consultation support may begin only after payment is verified, unless HelloDoctor decides otherwise.

If payment confirmation is incomplete, incorrect, delayed, or unclear, HelloDoctor may request additional information before starting consultation support.

Service may be delayed or withheld if payment cannot be verified.

If a payment dispute occurs, HelloDoctor may review transaction details, payment screenshot, communication history, internal records, and service status before making an operational decision.

Consultation fee, offer price, follow-up rules, refund eligibility, service duration, and payment method may vary depending on current platform policy, campaign, doctor availability, service type, communication channel, and operational capacity.

HelloDoctor may change prices, offers, service rules, payment methods, or follow-up conditions at any time.

Any special offer, discount, promotional price, or campaign price may be time-limited and subject to platform policy.

During online consultation, the doctor may advise physical examination, diagnostic investigation, specialist consultation, hospital visit, emergency care, or other in-person medical care.

Referral to hospital, clinic, diagnostic center, specialist, or in-person care does not automatically make the consultation refundable.

If the doctor has already reviewed the patient's information and provided clinical advice, referral, or medical opinion, the service will generally be considered provided.

Follow-up support may be provided according to the follow-up policy communicated at the time of consultation.

Follow-up support is subject to doctor availability, time limit, clinical suitability, patient condition, and platform policy.

Failure to use follow-up support within the allowed time does not automatically make the original consultation refundable.

If the patient's condition worsens or becomes urgent during the follow-up period, the user must seek immediate in-person medical care.

HelloDoctor may request additional information to verify the refund request.

HelloDoctor may reject refund requests if required information is missing, payment cannot be verified, the service was already provided, or the request violates this policy.

Refund requests should be submitted within 7 days from the date of payment.

Requests submitted after 7 days may be reviewed at HelloDoctor's discretion, but approval is not guaranteed.

For duplicate payment or wrong payment cases, users should contact HelloDoctor as early as possible with payment proof.

Approved refunds will usually be processed within 7 to 14 business days after verification and approval.

Actual refund time may vary depending on payment method, mobile financial service, bank, payment gateway, operational workload, public holidays, or third-party processing time.

HelloDoctor is not responsible for delay caused by banks, mobile financial services, payment gateways, or other third-party payment systems.

Refunds will usually be made to the original payment method or the verified payer account, unless HelloDoctor decides another method is necessary for operational or security reasons.

HelloDoctor may require verification before refunding to a different number, account, or payment method.

Third-party transaction fees, cash-out charges, gateway charges, bank charges, or service charges may not be refundable if they are charged by third-party payment providers.

HelloDoctor may approve partial refund where appropriate.

Partial refund may apply if part of the service was provided, operational processing started, doctor review started, or third-party payment cost was incurred.

Partial refund decisions will be made case-by-case based on service status, payment status, communication history, and operational review.

HelloDoctor may process refunds digitally through mobile financial service, bank transfer, payment gateway, or another approved method.

Cash refund is not guaranteed.

Refund method will depend on payment method, verification status, operational feasibility, and platform policy.

HelloDoctor may refuse refund, suspend service, or take further action if there is suspected fraud, false claim, duplicate claim, fake screenshot, payment manipulation, abusive behavior, identity mismatch, unauthorized payment claim, or misuse of service.

HelloDoctor may retain payment records, communication records, consultation records, and support records for audit, accounting, legal compliance, fraud prevention, and dispute resolution.

HelloDoctor is not responsible for loss caused by user payment to unauthorized or fake channels.

HelloDoctor may provide digital receipt, payment confirmation, invoice, or service confirmation where applicable.

The format and availability of receipt or invoice may depend on payment method, service type, platform policy, and operational process.

If a payment or refund dispute occurs, HelloDoctor may review payment record, transaction ID, payment screenshot, chat history, call-related notes, consultation status, doctor involvement, support team record, refund request details, and internal operational logs.

HelloDoctor will make a decision based on available evidence, service status, platform policy, and applicable law.

HelloDoctor may use third-party payment providers, mobile financial services, banks, payment gateways, or communication platforms.

These third-party providers have their own systems, policies, fees, security rules, downtime, processing time, and dispute mechanisms.

HelloDoctor is not responsible for technical failure, downtime, payment delay, account restriction, policy change, failed transaction, reversal delay, or security issue caused by third-party payment platforms, except where liability cannot be excluded under applicable law.

HelloDoctor may collect, store, and use payment-related information for payment verification, service activation, refund handling, accounting, audit, fraud prevention, dispute resolution, operational management, and legal compliance.

HelloDoctor does not sell users' payment information, personal information, health information, consultation history, or communication data to third parties.

Payment information is handled according to HelloDoctor's Privacy Policy.

HelloDoctor may update this Refund and Payment Policy from time to time.

Any updated version will be published on HelloDoctor's website or official communication channel.

Continued use of HelloDoctor's services after publication of the updated policy means you accept the updated policy.