When can I get a refund?
You can receive a full refund automatically if you cancel or reschedule your consultation at least 12 hours in advance.
The refund is issued to your original payment method
Funds are typically returned within 5–10 business days, depending on your bank
You will receive a confirmation email once the refund is processed
When is a refund not possible?
A refund is not issued in the following cases:
You didn’t attend the consultation and didn’t cancel in advance
You tried to cancel less than 12 hours before the appointment without contacting support
The consultation took place, but you were unhappy with the outcome
Consultations are a professional medical service. Doctors are compensated for their time and clinical expertise — regardless of the outcome or decisions made.
What if I booked a consultation by mistake?
If you accidentally booked a consultation but the appointment hasn’t started yet, you may be eligible for a refund — depending on the time remaining.
If there are more than 12 hours left before the consultation:
You can cancel the consultation directly in your Oladoctor account:
Go to My Account → My Orders
Select the consultation you want to cancel
Click Cancel
Enter a short reason for cancellation
Confirm
A full refund will be issued automatically to your original payment method. Refunds typically take 5–10 business days, depending on your bank.
If there are fewer than 12 hours left:
The Cancel button will no longer be available. In this case, please describe your situation here — we’ll assess whether a refund is possible and assist you further.
What if the doctor cancels or cannot conduct the consultation?
If the doctor is unable to attend or complete the consultation, your booking will be cancelled and a full refund will be processed automatically.
Can I get a refund for a rejected Express Prescription request?
Yes. If you submitted a Prescription Renewal or Express Prescriptions and the doctor determines that the request cannot be approved, the consultation will not take place.
You’ll receive an email with the reason for the rejection
A full refund will be issued automatically to your original payment method
How will I know my refund has been processed?
You will receive a confirmation email once your refund is issued. If you don’t see it within a few hours, please check your spam folder.