Refund & Cancellation Policy

We understand that personal schedules and medical conditions change. Our cancellation tiers are structured as follows:

• More than 24 hours prior to appointment: 100% full refund back to the original payment method, or instant rebooking credit without penalty.
• Between 2 and 24 hours prior: You may reschedule the appointment to another open slot of the same doctor for free. If you elect to cancel entirely, a 15% administrative preparation fee applies, with the remaining 85% refunded.
• Less than 2 hours or Patient No-Show: Incurred consultations where the patient fails to join the room within 15 minutes of the start time are non-refundable. This protects the licensed practitioner who reserved clinical time exclusively for your care.

Medical practitioners occasionally encounter urgent in-hospital surgeries or acute medical emergencies that require shifting telemedicine availability:

• If a doctor cancels your consultation, you will be notified via SMS/email and automatically issued a 100% full refund immediately.
• Alternatively, you can choose to transfer your booking to the next available slot or consult another verified specialist in the same department with zero additional fee.

High-definition video consultations require stable internet on both ends:

• If platform server degradation, WebRTC connection dropouts, or power interruptions prevent you from completing at least 50% of your consultation duration, you are entitled to a full session re-run or refund.
• Technical claims must be submitted to support@wellspace.health within 48 hours of the scheduled time. Our engineering logs will verify the session telemetry.

Please note: You are paying for a professional clinical consultation and diagnosis time, not for a guaranteed prescription. If an attending doctor determines that your symptoms require physical hospital auscultation or that requested medications (such as controlled substances) are not clinically indicated, a refund will not be issued based on prescription disagreement.

• Monthly Health Plans: You can cancel subscription renewals at any time from your account settings. Subscriptions remain active until the end of the current billing cycle and will not renew.
• Prescription Medicine Fulfillment: Due to pharmaceutical safety regulations, dispensed medications cannot be returned or refunded once shipped from the licensed pharmacy, except in cases of damaged transit or incorrect dispatch.
• Home Diagnostic Sample Collection: Full refunds are provided if canceled at least 4 hours prior to the scheduled phlebotomist arrival time.

Once a refund request is authorized by our billing desk:

• Credit / Debit Cards (Stripe): 5 to 7 business days depending on your card issuer or banking institution.
• Digital Mobile Wallets (bKash / Nagad / Apple Pay): 24 to 48 business hours.