Refund policy
1. Overview
All MediKonnekt services (video or chat consultations and home visits) are paid for upfront at the time of booking. This policy explains when you are entitled to a refund, how much, and how long it takes. Refunds for operations engagements follow the terms of the client's contract.
2. Telemedicine consultations
| Situation | Refund |
|---|---|
| You cancel 2 hours or more before the appointment | 100% |
| You cancel less than 2 hours before the appointment | 50% |
| You do not show up (no-show) | No refund |
| The provider cancels or does not join within 15 minutes of the start time | 100% (or free rebooking, your choice) |
| A technical fault on our side prevents the consultation from taking place or being completed | 100% |
| Poor network or device problems on your side | No refund; one free reschedule if reported within 24 hours |
| The consultation is completed | No refund. Dissatisfaction with a clinical opinion is not a ground for refund; you may raise a complaint (section 6) |
3. Home visits
| Situation | Refund |
|---|---|
| You cancel 6 hours or more before the scheduled visit | 100% |
| You cancel less than 6 hours before, but before the provider has left for your location | 50% |
| You cancel after the provider is on the way or has arrived | No refund (a call-out fee applies) |
| No one is available at the address, or the address is incorrect or inaccessible | No refund |
| The provider cancels, or fails to arrive within 60 minutes of the scheduled time | 100% (or free rebooking, your choice) |
| The visit cannot proceed for safety or clinical reasons, or the case is outside the booked service | Refund of the unused portion of the fee, less the call-out fee where the provider has travelled |
| Tests, medication or consumables already provided or used | Non-refundable |
4. Other situations
- Duplicate or incorrect charge: 100% refund of the extra amount, once verified.
- Debited but no booking created: refund within the timelines below.
- Discounts: refunds are limited to the amount actually paid.
- Emergencies: MediKonnekt is not an emergency service. If you cancel because you needed emergency care elsewhere, contact support within 48 hours and we will review your case.
5. How refunds are processed
- Cancel in the app (Dashboard → your appointment → Cancel), or contact support for provider-side issues.
- We confirm your eligibility within 2 business days.
- Approved refunds go back to your original payment method within 5 to 10 business days, depending on your bank or payment provider.
- Payment-processing charges may not be refundable where the payment provider does not return them.
6. Complaints and disputes
If you believe a refund decision is wrong, email hellomk@generalpracticecases.org within 7 days of the appointment, with your booking reference and a short description. We will respond within 5 business days. If unresolved, you may escalate to the Federal Competition and Consumer Protection Commission (FCCPC).
7. Changes
We may update this policy from time to time. The version in force at the time of your booking applies to that booking.
8. Contact
MediKonnekt Support · hellomk@generalpracticecases.org · +234 724 071 1175