Last updated: 13 July 2026
This Refund Policy explains when and how refunds are issued on HelloDr. It works together with our Cancellation & Rescheduling Policy, No-Show Policy and Payment Terms.
1. When You Are Eligible for a Refund
- You cancelled within the allowed window (see the Cancellation & Rescheduling Policy).
- The doctor cancelled, was unavailable, or could not deliver the consultation.
- A confirmed service could not be delivered because of a genuine platform failure on HelloDr's side.
- You were charged twice, or an incorrect amount was taken, for the same booking.
2. How Refunds Are Paid
Approved refunds are, by default, credited to your HelloDr wallet for future bookings. For duplicate or incorrect charges, we refund to the original source or a bank/mobile-wallet account you provide. Card refunds, where offered, are returned to the original method or an alternative we agree with you.
3. How to Request a Refund
Submit your refund request within 7 days of the appointment or charge, through your HelloDr account or Help Center, with your transaction reference. Requests are reviewed against this policy.
4. Processing Time
Once approved and verified, wallet refunds are usually credited within 2 working days. Bank/card refunds, where applicable, may take up to 7–14 working days depending on your bank, and a payment-gateway deduction may apply.
5. Non-Refundable Situations
- The consultation already took place, or the service was delivered.
- You did not attend and did not cancel in time (see the No-Show Policy).
- You cancelled after the allowed window (a late-cancellation charge may be retained).
- Dissatisfaction with a doctor's opinion where the consultation was properly delivered.
- The request is made outside the 7-day window or lacks sufficient proof of payment.
6. Wallet Rules
Wallet balance is non-transferable and, unless stated otherwise, is not withdrawable as cash. See our Payment Terms.
7. Duplicate or Wrong Payments
Genuine duplicate or incorrect charges are refunded in full to the original source or your nominated account once verified.
8. Changes to This Policy
We may update this policy; the version shown at the time of your transaction applies.
9. Contact Us
Refund questions? Visit Help Center or email [email protected].
