Refund & Cancellation Policy

1. Purpose

This Refund & Cancellation Policy outlines the procedures and conditions under which payments made through the MyDocki Digital Healthcare platform, may be refunded or canceled.

It applies to all users, including patients, doctors, laboratories, pharmacies, and vendors who access services via the MyDocki mobile application or web platform. By using our services, you agree to the terms stated herein.

2. General Principles

• All transactions made on MyDocki are final once confirmed.
• Refunds or cancellations are only processed under valid and verifiable circumstances.
• MyDocki reserves the right to decline any refund requests that do not meet the conditions in this Policy.
• Where applicable, refunds are made to the original payment method used during the transaction.

3. Eligibility for Refunds

A user may be eligible for a partial or full refund only under the following conditions:

4. Non-Refundable Services

Refunds will not be issued for the following:

• Completed or partially completed consultations.
• Digital prescriptions already issued.
• Medications that have been dispensed or delivered.
• Laboratory tests already conducted or samples collected.
• Promotional offers, bonuses, or wallet credits.
• Missed appointments due to user delay or non-participation.

5. Refund Request Procedure

To request a refund:

1. Send an email to support@mydocki.com with the subject: "Refund Request – [Order/Booking ID]".
2. Include:
   • Full name and registered phone number
   • Proof of payment (receipt or transaction reference)
   • Reason for refund
   • Any supporting evidence (e.g., screenshots or messages)
3. Refund requests must be submitted within 5 business days of the original transaction.

6. Refund Processing Timeline

• Approved refunds will be processed within 7–14 business days after verification.
• Depending on your payment provider (e.g., Paystack, Flutterwave, or bank), the credited amount may take an additional 3–5 business days to reflect.
• MyDocki will notify you once your refund has been processed.

7. Cancellations

8. Wallet Balance and Credits

• Refunds may be credited to the MyDocki Wallet if chosen by the user.
• Wallet credits are non-transferable and can only be used within the MyDocki ecosystem.
• Wallet balances do not expire unless the account remains inactive for 12 months, after which the balance may be forfeited.

9. Fraudulent or Suspicious Transactions

MyDocki reserves the right to withhold or cancel refunds if fraudulent activity is suspected.

Any abuse of the refund system may result in account suspension or legal action.

10. Dispute Resolution

In the event of a refund-related dispute:

• MyDocki will investigate and provide a written resolution within 10 business days.
• If unsatisfied, users may escalate the complaint to the Consumer Protection Council of Nigeria (CPC) or appropriate authorities.
• Both parties agree to attempt amicable resolution before any formal legal proceedings.

11. Amendments

MyDocki reserves the right to amend this Policy periodically to reflect changes in laws, technology, or operational procedures. All updates will be communicated via email, app notifications, or website announcements.

12. Contact Information

For refund inquiries or assistance: