Refund and Cancellation Policy
This policy describes how refunds and cancellations work for Prime Care membership purchases and for appointments that use a free consultation.
Draft: pending legal review. This page is a working draft and is not yet final. Draft of October 2026.
7-day refund
You can ask for a full refund within 7 days of your membership being activated, as long as no benefit has been used or reserved (no free consultation held or used, no discount or screening redeemed).
Request it from My account. Our team reviews it, and an approved refund is paid to the original payment method. A credit note is issued for the refund.
After the 7 days
After the refund window, a membership can be refunded, in full or in part, only for a failure of service. The hospital’s administration requests it and the Owner approves it.
Cancelling your membership
You can ask us to cancel your membership from My account at any time. Until we decide, it stays active. Cancelling outside the refund window ends the membership with no money back.
When a membership is cancelled or refunded, free consultations that were held are returned and future bookings keep their slot but lose the benefit. We email you when this happens.
Appointments and free consultations
Cancel or reschedule at least 4 hours before the slot and your free consultation is returned or moved. Later than that, it is lost. If the hospital or the doctor cancels, it is always returned.
Payment problems
If money was debited but the membership is not active, it is normally matched to your order automatically within minutes. If it is not, or if you were charged twice, contact us and we will refund the extra amount. Refunds go back to the original payment method and usually take 5 to 7 working days to reach your account.
Emergency care
Emergency care never depends on a membership, so emergency treatment is outside this policy.
How to reach us
Use the phone, WhatsApp or email on the Contact page and mention your member ID.