1. Overview
Dr. Galen Private Ltd. is committed to transparency and fairness in all transactions. This Money-Back Guarantee explains when refunds may be applicable and when charges are non-refundable, in accordance with our Terms and Conditions.
Dr. Galen acts as a technology and coordination platform and does not directly provide medical services. Refund eligibility depends on the nature of the service booked, service completion status, and provider availability.
2. Services Covered Under This Policy
- Doctor appointment bookings
- Online consultations
- Premium medical questions
- Concierge and facilitation services
- Platform service charges
3. Refund Eligibility
You may be eligible for a refund only under the following circumstances:
- The appointment or consultation is cancelled due to doctor unavailability
- The service could not be delivered due to reasons attributable to Dr. Galen or the provider
- Duplicate or incorrect payment processing
All refund requests are subject to verification and review.
4. Non-Refundable Charges
- Platform or service charges incurred during booking
- Missed appointments or no-shows by the user
- Completed consultations
- Consultations cancelled midway by the user
- Consultations terminated due to profanity, abusive, or inappropriate behavior
- Concierge fee bookings, including USA concierge appointments
- Premium medical questions once reviewed or answered
- Requests made outside the allowed correction or cancellation window
- Charges forfeited due to violation of platform terms
- Third-party payment gateway processing fees
5. Appointment No-Show Policy
If a user fails to attend a scheduled appointment at the booked time for any reason, the consultation will be considered completed and no refund will be issued.
6. Doctor Substitution Policy
If the originally booked doctor is unavailable, an alternate qualified doctor may be assigned with the patient’s consent.
7. How to Request a Refund
- Send a refund request email to our support team
- Include your registered email address and booking reference
- Submit the request within the applicable time window
Email: [email protected]
8. Refund Review and Processing
Refund requests are reviewed on a case-by-case basis. Approved refunds will be processed to the original payment method within 24 to 48 business hours. Actual credit timelines may vary depending on banks or payment service providers.
9. Important Disclosures
- Refunds are based on service delivery status, not medical outcomes or satisfaction
- This policy does not replace the main Terms & Conditions
- Continued use of the platform implies acceptance of this policy
10. Policy Updates
Dr. Galen Private Ltd. reserves the right to update or modify this policy at any time. Changes take effect immediately upon posting on the website.