Last Updated: 12th August, 2024

At Zilo Care, we strive to provide high-quality services and ensure a positive experience for our users. This Refund Policy outlines the terms and conditions under which refunds may be requested and processed for services provided through our Platform. By using our services, you agree to the terms of this Refund Policy.

1. Scope of Refund Policy

This Refund Policy applies to the following services provided through our Platform:

• Online Appointments: Booking and scheduling of online and physical consultations with healthcare providers.
• Digital Prescriptions: Services related to the issuance and management of digital prescriptions.
• Payment Transactions: Payments made for healthcare services, including consultation fees, digital token management, and other Platform-related charges.

2. Refund Eligibility

Refunds may be considered under the following circumstances:

2.1 Appointment Cancellations

• Cancellation by User: If you cancel an appointment more than 24 hours before the scheduled time, you may be eligible for a full refund. Cancellations made within 24 hours of the appointment time may not be eligible for a refund.
• Cancellation by Provider: If the healthcare provider cancels the appointment, you will receive a full refund of the appointment fee.

2.2 Digital Prescriptions

• Incorrect Prescriptions: If there is an issue with the digital prescription that is the fault of the Platform or the healthcare provider, you may be eligible for a refund or correction of the prescription.

2.3 Payment Errors

• Duplicate Transactions: If a payment is processed more than once due to a system error or duplication, a full refund will be issued for the duplicate transaction.
• Service Issues: If a service purchased through the Platform is not delivered as described or fails to meet expectations due to technical issues or errors, a refund may be issued after a review of the issue.

3. Refund Request Process

To request a refund, follow these steps:

3.1 Submit a Request

• Contact Us: Submit a refund request by contacting our support team at support@zilo.care. Provide details of the transaction, the reason for the refund request, and any relevant supporting documents.

3.2 Review and Processing

• Assessment: Our support team will review your request and determine eligibility based on the Refund Policy criteria.
• Resolution: We aim to resolve refund requests within 7 business days. If approved, the refund will be processed to the original payment method.

4. Refund Methods

Refunds will be processed to the original payment method used for the transaction. Depending on the payment method and bank processing times, it may take several business days for the refund to reflect in your account.

5. Non-Refundable Items

The following items and services are generally non-refundable:

• Consultation Fees: For appointments canceled within 24 hours of the scheduled time or missed appointments.
• Service Fees: For any fees related to non-refundable services or products that were fully delivered and performed as described.

6. Changes and Exceptions

The following points are to be understood by the customers:

• Policy Updates: We reserve the right to modify this Refund Policy at any time. Changes will be posted on our Platform and will be effective immediately upon posting.
• Exceptions: In certain cases, exceptions to this Refund Policy may be made at our discretion, based on individual circumstances.

7. Contact Us

For any questions or concerns related to refunds, please contact our support at support@zilo.care.