How do refunds work on HelloDr?
Refunds are issued in line with the provider's policy and the situation, and they always go back to your original payment method. Here's how eligibility and timing generally work so you know what to expect.
When you're typically eligible
- The doctor cancels or doesn't show up for a paid online consult.
- You cancel early enough to meet the doctor's cancellation policy.
- A paid service couldn't be delivered, or you were charged in error.
When a refund may not apply
- Last-minute cancellations or patient no-shows, depending on the provider's policy.
- Services that have already been delivered.
How it's returned
Approved refunds go back to your original payment method — card/wallet refunds via the gateway, and bank-transfer payments back to your bank account. Processing time depends on your bank or wallet provider and can take several business days, which is normal for any online refund.
How to request
- Open the relevant appointment/order in your dashboard.
- Use the cancel/refund option if available, or
- Contact support with your appointment and payment reference numbers.
We'll confirm eligibility and keep you updated until the refund is complete.
