Policy details

Patient cancellations: If the cancellation policy is enabled, patients may be eligible for a refund when cancelling before the configured refund window. The current default policy allows a 100% refund when an eligible paid appointment is cancelled at least 12 hours before the scheduled consultation. Cancellations inside the configured refund window may receive 0% refund unless Ape Doctor approves an exception.

Free cancellation window: Ape Doctor may allow patients to cancel appointments up to the configured free-cancellation period before the appointment time. The current default free-cancellation period is 24 hours. The exact refund amount may still depend on payment status, appointment rules, and platform review.

Doctor cancellations and platform issues: If a doctor cancels, becomes unavailable, or Ape Doctor cannot provide the booked consultation due to a platform or operational issue, the patient may be eligible for a refund or rescheduling option, subject to admin verification and the current cancellation policy.

Completed consultations and no-shows: Fees are generally not refundable after a consultation has started, has been completed, or when a patient misses the appointment without cancelling in time. The current default no-show refund percentage is 0%.

Payment failures, duplicate payments, and overpayments: If a payment fails, is duplicated, is incorrectly charged, or cannot be matched to a valid appointment, Ape Doctor will review the payment records and may approve a refund, payment correction, or booking update.

Refund request process: Users can contact Ape Doctor support or use available in-app support flows with the appointment reference, payment reference, reason for the refund request, and any relevant details. Ape Doctor may review appointment logs, cancellation timestamps, doctor notes, payment status, WEBXPAY transaction references, and support history before making a decision.

Refund method and processing time: Approved refunds are processed through the original payment method where possible, including WEBXPAY-supported channels. Processing times may vary depending on the payment provider, bank, card issuer, public holidays, and verification requirements. Ape Doctor may mark a refund as approved, processing, refunded, or rejected based on the current state of the request.

Non-refundable items: Platform charges, completed consultations, missed appointments, late cancellations, or services already delivered may be non-refundable unless required by law or approved by Ape Doctor after review.

Policy updates: Ape Doctor may update this Refund Policy and the underlying cancellation settings from time to time. The policy displayed on the website or app at the time of review, together with appointment and payment records, will guide refund decisions.

Contact: For refund questions, contact Ape Doctor support using the contact details published on the website or app.