Refund Policy
Effective: June 2025. This policy explains when and how refunds are issued for undelivered appointments or missed consultations with doctors, nurses, pharmacists, and social workers.
1. Missed or Undelivered Consultations
If you paid for a consultation and the assigned healthcare practitioner did not attend or deliver the service, you are entitled to a full refund. Please submit your refund request within 48 hours of the scheduled consultation.
2. Refund Eligibility
- Payment was made, but no consultation took place.
- A practitioner was assigned but did not show up or respond.
- No promised service (e.g., consultation or prescription) after confirmed payment and assignment.
3. Technical Problems
If the consultation could not proceed due to platform-related issues (e.g., system errors), a refund or rescheduling option will be offered. Connectivity issues on the user's side may not qualify.
4. Refund Request Process
To request a refund, email refunds@mzansidoctors.com within 48 hours. Include:
- Your full name and contact number
- The request or booking ID (if available)
- A brief reason for the refund request
5. Refund Timelines
Once approved, refunds are processed within 5–7 business days. Timelines may vary depending on your payment method or bank.
6. Completed Consultations
Refunds are not granted for successfully completed consultations unless serious misconduct or negligence is proven through our formal complaint process.
7. Contact Us
- Email: refunds@mzansidoctors.com
- Phone: 071 389 3258