Clear cancellation, refund, dispute, and payment-reversal rules for MyDoctor24 bookings.
This policy applies to payments collected by MYDOCTOR247 LIMITED through MyDoctor24 for appointments and other booked services. Any service-specific condition shown before payment will also apply, but cannot remove mandatory consumer rights.
A bank-transfer instruction, payment attempt, or uploaded transfer evidence does not by itself confirm a booking. Confirmation occurs only after MyDoctor24 verifies payment and issues a booking confirmation. Every payment is linked to a booking reference; the platform does not create a wallet balance.
Unless a different service-specific rule was clearly shown before payment, a patient who cancels at least 24 hours before the scheduled start is eligible for a full refund. Cancellation between 2 and 24 hours before the start is eligible for 50%. Cancellation less than 2 hours before the start or failure to attend is normally non-refundable, subject to applicable law and documented exceptional circumstances.
If the provider cancels, does not attend, cannot deliver the booked service, or MyDoctor24 cannot offer a reasonable replacement accepted by the patient, the patient is eligible for a full refund. Duplicate payments and confirmed technical overcharges are also refunded in full.
A completed service is not automatically refundable merely because an outcome was not as hoped. Complaints about material non-delivery, misrepresentation, unsafe conduct, or a service substantially different from the booking will be investigated and may result in a full or partial refund, provider remediation, or escalation to the relevant professional body.
Contact info@mydoctor24health.ng or use the contact page within seven days of the scheduled service. Include the booking reference, payer name, amount, date, reason, and supporting evidence. Do not send a payment PIN, password, full card number, or unnecessary medical information.
We aim to acknowledge a request within two business days and decide ordinary cases within five business days after receiving the required information. An approved refund is initiated within two business days. The bank or payment provider may then take five to ten business days to make the funds available.
Refunds are returned to the original payment method where possible or to a verified bank account in the payer's name. We do not issue refunds as wallet credit and do not permit value transfers between users. Provider payout may be paused while a cancellation, refund, fraud alert, chargeback, or dispute is reviewed.
Please contact MyDoctor24 first so the issue can be investigated promptly. If a bank or payment provider opens a chargeback or reversal, we may provide booking, payment, communication, attendance, fulfilment, and refund records needed to resolve it, while limiting health information to what is necessary.
If you disagree with a decision, reply with additional evidence and request escalation. MyDoctor24 will conduct a second review by an authorised team member. This process does not restrict any non-waivable right to contact a regulator, payment provider, professional body, or court.
Our support team can explain the relevant policy or route a formal privacy, consent, legal, or security request.
This public document is intended to explain MyDoctor24’s operating approach and does not replace personalised legal or medical advice.
