Refund policy for consultations at Oladoctor
Plans can change — that’s completely normal. Here’s when a refund is possible and how it works.
Note: The Q&A below applies to consultation bookings only and is not related to prescription requests or renewals.
When can I get a refund?
A full refund is available if you cancel the consultation at least 12 hours before it starts.
What you need to know:
Funds are returned to the same payment method
It usually takes 5–10 business days (depending on your bank)
You will receive a confirmation email after the refund is processed
When is a refund not possible?
Refunds are not provided in the following cases:
You did not join the consultation and did not cancel or reschedule it in advance in your account
You experienced connection issues but did not contact support in time
The consultation took place, but you were not satisfied with the outcome
For example, if the doctor did not prescribe the expected medication because it was not clinically justified. In such cases, you can always contact Oladoctor support and leave feedback — we will review the situation.
An online consultation is a professional medical service. The doctor reserves time and provides expert assessment regardless of the final decision or prescription. Therefore, refunds in such cases may require additional confirmation from the medical specialist.
If the booking was made by mistake
It happens more often than you’d think. Everything depends on how much time is left before the consultation.
If more than 12 hours remain:
You can cancel the appointment yourself:
Log in to your Oladoctor account
Go to “My Orders”
Select the consultation
Click “Cancel”
Provide a reason and confirm
The funds will be returned automatically within 5–10 business days.
If less than 12 hours remain:
The cancel button will not be available. In this case:
describe your situation to support
we will review the possibility of a refund
If you are unsure whether you still need the consultation or are waiting for test results, you can reschedule it. The doctor will confirm a new time if available. This gives you more flexibility and the option to cancel later if needed.
If the doctor cancels the consultation
Sometimes the doctor may adjust their schedule or suggest an alternative time. If no suitable option is found or the consultation is not appropriate for medical reasons:
the consultation is canceled automatically
you receive a full refund
no action is required from your side
The doctor may also cancel the consultation if they determine that you need a different specialist or an in-person visit.
Refunds for rejected requests (prescriptions and documents)
If you submitted a request for a prescription or medical document, but the doctor cannot issue it:
you will receive an email explaining the reason
the consultation will not take place
the payment will be refunded automatically
How do I know the refund was processed?
After the refund is issued, you will receive a confirmation email.
If you don’t see it:
check your “Spam” folder
check “Promotions” (for Gmail users)
Summary
Cancellation 12+ hours in advance → full refund
Less than 12 hours → reviewed individually
Consultation completed → no refund
Doctor canceled → full refund automatically