Publication note: This policy intentionally avoids inventing a fixed cancellation-hour window. Any specific cancellation/no-show window displayed at booking must be approved operationally and remain consistent with this policy.
1. Scope
This Policy applies to payments collected by Dial In Doctor for eligible services shown on the Platform.
Third-party pharmacy, laboratory, hospital, delivery, or other partner services may have separate cancellation/refund conditions that will apply to that component where clearly disclosed.
2. General principle
We aim to refund amounts fairly where the paid service was not provided, a duplicate charge occurred, the provider cancelled, or a verified technical/payment error prevented delivery.
A completed or substantially delivered professional service is generally not refundable merely because the patient disagrees with the clinician's medical opinion, diagnosis, treatment recommendation, prescription decision, or referral, provided the service was actually delivered and applicable legal/professional duties were met.
3. Patient cancellation before service starts
If a patient cancels before the consultation/service has started, eligibility will depend on:
- any cancellation window disclosed at booking;
- whether a clinician/provider has already reserved or performed billable work;
- third-party non-recoverable costs;
- applicable law.
Where no specific cancellation rule was displayed and no service has started, Dial In Doctor should ordinarily provide a full refund of the amount collected for the unprovided Dial In Doctor service, subject to lawful non-recoverable third-party costs if those were disclosed.
4. Provider cancellation
If the healthcare professional or Dial In Doctor cancels a paid consultation and a suitable replacement/reschedule is not accepted by the patient, the consultation amount will ordinarily be refunded.
5. Technical failure
A refund or reschedule should be offered when a material Dial In Doctor technical failure prevents the paid consultation from taking place and the service is not otherwise delivered.
Minor interruptions that do not materially prevent service delivery do not automatically require a refund.
6. Patient no-show / late attendance
If the clinician was available and the patient did not attend or could not be reached, the payment may be non-refundable or eligible only for a discretionary reschedule, depending on the booking terms shown before payment and applicable law.
The final no-show rule must be clearly disclosed before payment.
7. Duplicate charges
If the payment provider processes more than one successful transaction for the same appointment:
- the appointment/service must not be fulfilled twice solely because two charges exist;
- the extra transaction must remain recorded for reconciliation;
- Dial In Doctor will investigate and, once confirmed, initiate the appropriate refund/reversal of the duplicate amount;
- no duplicate provider charge should be silently ignored.
Do not rely on browser screenshots alone where provider records are available.
8. Failed / pending payments
A browser return, bank debit alert, or payment-provider screen may not immediately equal a locally confirmed payment.
If the provider shows a transaction but Dial In Doctor remains Pending:
- contact support with the appointment/payment reference;
- we will reconcile with the provider;
- do not make repeated payments unless instructed or the earlier payment is confirmed failed/cancelled.
9. Refund of processor fees
Dial In Doctor does not add a separate patient payment-processing surcharge under the current policy.
Where a payment provider does not return its processing fee on refund, Dial In Doctor will handle the customer refund according to:
- the reason for refund;
- what was disclosed before payment;
- the provider contract;
- applicable law.
For provider/Dial In Doctor fault or duplicate-charge correction, the patient should not ordinarily bear an undisclosed processor cost.
10. Laboratory, pharmacy, delivery and third-party items
For third-party services:
- unused/unperformed services may be refundable depending on partner status;
- collected specimens, completed tests, dispensed medicines, opened/temperature-controlled products, or completed delivery may be non-refundable where permitted;
- any partner-specific restriction should be shown before purchase where practical.
11. Refund method
Approved refunds are normally returned:
- to the original payment method; or
- by another lawful method if the original method cannot receive the refund.
We may require identity/payment-reference verification to prevent fraud.
12. Timing
Refund processing time depends on:
- internal approval;
- payment provider;
- issuing bank/wallet;
- weekends/holidays;
- reconciliation requirements.
We will provide a reasonable status update if a refund is materially delayed.
13. How to request a refund
Contact:
- Email: info@dialindoctor.com
- Phone: +92 330 000 13 01
- Business/contact address: Plot 942, Adyala Rd, Rawalpindi, Punjab 46000, Pakistan
Provide:
- patient name;
- MR number where available;
- appointment reference;
- payment/receipt reference;
- payment date/amount;
- reason for request.
Do not email PINs, card PINs, OTPs, full card numbers, or payment-provider secrets.
14. Disputes / chargebacks
Please contact Dial In Doctor first where practical so we can investigate.
A chargeback or payment dispute does not authorize Dial In Doctor to alter clinical records. Financial records will reflect the actual confirmed outcome.
15. Non-waivable rights
Nothing in this Policy limits refund or consumer rights that cannot lawfully be excluded.
16. Changes
We may update this Policy. The version applicable to a transaction should be the version disclosed/available at the time of booking, subject to mandatory law.