PlatinaCare®
Cancellation, refund, and payment complaint rules for PlatinaCare® services.
Effective Date: 09 Oct, 2026
Last Updated: 09 Oct, 2026
This Refund and Cancellation Policy explains the conditions under which customers may cancel appointments, request refunds, or raise payment-related complaints for services purchased through the PlatinaCare® mobile application.
It applies to teleconsultations, healthcare subscription plans, and other paid services offered by PlatinaCare®.
Payments are processed through the payment methods and service providers made available within the PlatinaCare® application.
Customers should verify the service, applicable charges, and booking details before confirming a payment. A payment confirmation does not guarantee that a consultation has been completed; service delivery is subject to appointment confirmation and availability.
Customers who wish to cancel a consultation should submit their cancellation request through “contact customer support” at least 60 minutes before the scheduled appointment.
Cancellations requested less than 60 minutes before the scheduled appointment are not eligible for a refund.
Where a cancellation qualifies for a refund under the applicable booking terms, the eligible amount will be refunded to the original payment method.
If a confirmed consultation cannot take place because the assigned doctor is unavailable and PlatinaCare® cannot arrange a mutually acceptable replacement or rescheduling, the customer may request a full refund of the consultation fee paid for that appointment.
If a consultation cannot be delivered because of a verified technical issue attributable to PlatinaCare® or its service provider, and the service cannot reasonably be restored or rescheduled, the customer may request a refund of the affected consultation fee.
Customers should report such issues promptly and provide the booking or transaction reference.
Once a consultation has been delivered, its fee is non-refundable. A refund request may only be reviewed in cases of duplicate charging, an incorrectly processed transaction, or a verified service-delivery failure, subject to applicable law.
Subscription plans may include defined healthcare services, consultations, coordination services, discounts, or other benefits described at the time of purchase.
Subscription fees, coverage, duration, and included benefits will be displayed or communicated before purchase.
Customers may contact support to request cancellation of a subscription.
Cancellation will prevent future renewal charges, if requested before the start of the renewed subscription period, where applicable, but does not automatically entitle the customer to a refund for the current subscription period.
Refund requests for subscriptions will be assessed according to the plan's stated terms, services already delivered, applicable law, and the circumstances of the request.
Where a subscription payment is duplicated or a service cannot be provided as promised, the customer may request a review and an appropriate refund where warranted.
Any automatic renewal terms, if offered, must be clearly disclosed before the customer subscribes.
Customers may request a payment review if:
After verification, PlatinaCare® will arrange an appropriate reversal or refund where the claim is confirmed. If the amount is only temporarily held by the bank or payment provider, the customer may also need to contact that institution.
To request a cancellation or refund, contact PlatinaCare® customer support and provide:
For your security, do not send your full card number, PIN, password, or one-time password.
We may request additional information reasonably necessary to verify the transaction and investigate the claim.
PlatinaCare® will review refund requests and communicate the outcome within a reasonable period.
Once a refund is approved, it will ordinarily be submitted to the original payment method. The time required for the amount to appear in the customer's account depends on the bank, card issuer, or payment service provider.
Customers will be informed if additional information is required or if a request cannot be approved, with an explanation where appropriate.
Except where required by applicable law or warranted by a verified payment or service-delivery issue, refunds may not be available for:
These conditions do not limit any consumer rights that cannot lawfully be excluded.
Customers are encouraged to contact PlatinaCare® before initiating a payment dispute so that we can investigate and attempt to resolve the issue.
Nothing in this policy prevents a customer from exercising rights available through their bank, card issuer, payment provider, or relevant authority.
PlatinaCare® may update this policy to reflect changes in its services, payment arrangements, or legal requirements. The current version will be published through the official website or application.
Changes will not remove rights that have already accrued or rights that cannot lawfully be excluded.
For cancellations, refund requests, and payment complaints, contact:
