Refund and Cancellation Policy

1. Scope

This Policy applies to payments made through the PadiDoctors platform for online medical consultations and medical laboratory services. It should be read together with the PadiDoctors Terms of Use, Privacy Policy, Clinician Terms of Engagement, and Laboratory Terms, where applicable.

Nothing in this Policy limits any right or remedy that a patient may have under applicable Nigerian consumer-protection law.

2. Consultation refunds

A patient may qualify for a full refund of the consultation fee where:

• payment was successfully charged more than once for the same consultation;
• the payment was completed but no consultation record or access was created because of a verified platform or payment-processing error;
• no doctor accepted the consultation request and the consultation did not begin;
• the assigned doctor did not attend or could not provide the consultation, and the patient did not accept a replacement or rescheduled consultation; or
• PadiDoctors cancelled the consultation before it began.

A full or partial refund may be approved after review where a consultation began but could not be completed because of a material platform failure, the doctor's unavailability, or another service-delivery failure outside the patient's control.

Once a doctor has begun providing the consultation, a refund is not granted merely because the patient disagrees with the doctor's professional opinion, does not receive a particular diagnosis, is referred for further assessment, or does not obtain a preferred prescription. Clinical complaints will nevertheless be reviewed under Section 7.

3. Consultation cancellations and patient non-attendance

A patient may cancel and receive a full refund if the cancellation is submitted before a doctor accepts or begins the consultation. If the doctor has accepted the request but the consultation has not begun, PadiDoctors will review the timing and any work already performed and may approve a full or partial refund.

A refund will generally not be available where the doctor was available and attempted to provide the service, but the patient failed to attend, stopped responding, provided unusable contact information, or voluntarily ended the consultation after it began. PadiDoctors may make an exception where the patient promptly demonstrates a genuine technical, medical, or other exceptional circumstance.

4. Laboratory-service refunds

A patient may qualify for a full refund of a laboratory-service payment where:

• payment was successfully charged more than once for the same test order;
• the selected laboratory cannot perform the ordered test and no acceptable substitute arrangement is agreed;
• the patient cancels before specimen collection or before the laboratory incurs test-specific costs;
• the laboratory fails to collect or process the specimen within the agreed service window for reasons not caused by the patient; or
• the laboratory cancels the order and no test service is provided.

After specimen collection or test commencement

After a specimen has been collected or testing has begun, eligibility for a refund depends on the work completed, consumables used, and reason the service was not completed. PadiDoctors may approve a full refund, partial refund, repeat test, or replacement laboratory after reviewing the circumstances.

A completed laboratory test is not automatically refundable because a result is unexpected or outside a reference range. Complaints concerning a delayed, incomplete, potentially inaccurate, or otherwise deficient result will be investigated with the laboratory and may result in a repeat test, partial refund, or full refund where appropriate.

5. Refund amounts and payment charges

Where this Policy states that a full refund is due, PadiDoctors will return the full amount paid by the patient for the affected service. Paystack's original transaction-processing charge is not returned to PadiDoctors; PadiDoctors will bear that charge where PadiDoctors approves a full refund due to non-delivery or a qualifying service failure.

Where only part of a service was delivered or non-recoverable test-specific costs were reasonably incurred, PadiDoctors may offer a partial refund. The patient will be informed of the proposed amount and basis before the partial refund is finalized.

Any promotional credit, voucher, or discount will be refunded only in accordance with the conditions under which it was issued and will not be converted to cash unless required by law.

6. How to request a refund

The patient should email support@padidoctors.com or use the support channel displayed on the platform and provide:

• the patient's full name and registered email address or telephone number;
• the Paystack transaction reference or PadiDoctors payment reference;
• the consultation or laboratory order reference;
• the date and amount paid; and
• a short explanation of the issue, with relevant supporting information.

Service-delivery refund requests should ordinarily be submitted within seven (7) calendar days after the scheduled service or discovery of the issue. Duplicate-charge and payment-error complaints should ordinarily be submitted within thirty (30) calendar days. PadiDoctors may consider a later request where law requires it or the patient could not reasonably have reported the issue earlier.

7. Review of requests and clinical complaints

PadiDoctors will acknowledge the request and review relevant payment records, platform activity, consultation status, provider communications, laboratory order status, and other information reasonably necessary to decide the matter. Only the minimum necessary health information will be used or disclosed for payment and dispute resolution.

Billing and service-delivery complaints are reviewed by the support or operations team. A complaint involving clinical quality, patient safety, professional conduct, or a laboratory result may be escalated for appropriate clinical or quality review. A refund decision does not determine professional negligence, and a clinical review may continue even if a refund has been issued.

PadiDoctors aims to communicate an initial decision within five (5) business days after receiving the information needed for review. Complex clinical, laboratory, fraud, or bank disputes may require additional time; the patient will be updated where reasonably practicable.

8. Approved refunds and timing

Approved card or bank-payment refunds will ordinarily be initiated through Paystack to the original payment method. Paystack currently advises that a customer can generally expect an initiated refund within three (3) to ten (10) working days. The receiving bank or payment provider may affect the final posting time.

If the original route cannot receive the refund, PadiDoctors may request verified bank-account information and use an approved alternative refund method. PadiDoctors will not request a card PIN, one-time password, or full card details to process a refund.

9. Chargebacks and suspected fraud

Patients are encouraged to contact PadiDoctors first so that a payment or service issue can be investigated promptly. This does not prevent a patient from exercising chargeback or other rights available through the patient's bank.

PadiDoctors may pause a refund review where the same transaction is already subject to a chargeback, bank reversal, or fraud investigation, to avoid duplicate repayment. PadiDoctors may decline or recover a refund obtained through material misrepresentation, duplicate recovery, unauthorized account use, or other fraudulent conduct, subject to applicable law.

10. Provider settlements

PadiDoctors may delay, adjust, withhold, or recover the related doctor or laboratory settlement while a qualifying refund, chargeback, non-delivery complaint, or provider-conduct issue is being reviewed, in accordance with the applicable provider agreement. This does not reduce the patient's rights under this Policy.

11. Emergency and medical-care limitation

A refund request is not an emergency-care channel. If a patient believes that a condition is urgent or life-threatening, the patient should call 112 in Nigeria or go immediately to the nearest appropriate emergency facility.

12. Changes to this Policy

PadiDoctors may update this Policy to reflect changes in its services, payment arrangements, applicable law, or provider requirements. The updated version will display a revised effective date. Changes will not be applied retroactively in a manner that unlawfully reduces a patient's rights for an earlier transaction.

13. Contact

Questions, complaints, and refund requests may be sent to: