Last updated:
October 17, 2026
1. Introduction
This Refund Policy explains how cancellation and
refund requests are handled for bookings and
eligible payments made through Do My Checkup
("DMC", "we", "us" or "our").
Do My Checkup operates a healthcare platform
connecting patients with doctors, clinics,
hospitals and other healthcare providers. Refund
eligibility depends on the service booked, the
payment arrangement, the circumstances of the
request and applicable law.
Important Information
Please review the cancellation and refund
conditions shown before confirming your
appointment or payment. The terms applicable
to a particular booking should be disclosed
before the transaction is completed.
2. Refund Eligibility
Depending on the circumstances and the terms
applicable to the booking, a refund may be
considered in situations such as:
Appointment Cancellation
An appointment is cancelled
within the applicable cancellation
period and qualifies under the
disclosed booking terms.
Provider Cancellation
A doctor or healthcare provider
cancels the appointment and
cannot deliver the booked service.
Payment Issues
A duplicate payment or eligible
failed transaction is identified
and verified.
Online Consultation Issues
A significant technical issue
prevents an eligible online
consultation from being delivered.
3. Cancellation by Patients
Patients who wish to cancel an appointment
should use the cancellation facility available
on the Platform or contact the relevant
healthcare provider.
Cancellation Within the Permitted Period
A refund may be available when the
appointment is cancelled according
to the conditions disclosed during
booking.
Late Cancellation or Non-Attendance
A refund may be limited or unavailable
where this was disclosed before
booking and is permitted by law.
Service Already Delivered
Completed consultations or services
may not qualify for a refund, subject
to applicable law and the disclosed
service terms.
4. Cancellation by Doctors or Healthcare Providers
If a doctor, clinic or hospital cancels an
appointment and cannot deliver the booked
service, the patient may be eligible for a
refund of the amount paid for that service.
Where an alternative appointment is offered,
the patient may choose to reschedule instead,
subject to the applicable booking terms.
Appointment Changes
The patient should be informed of available
rescheduling or refund options. Any refund
must be handled according to the applicable
terms and legal requirements.
5. Failed or Duplicate Payments
A payment may be deducted even when an
appointment is not confirmed. A patient may
also notice more than one charge for the same
transaction.
Payment Verification
These cases will be checked against the
available booking and payment records.
Where a refund or reversal is approved
or applicable, it will be initiated through
the original payment method or payment
provider where supported.
Patients should retain their payment
confirmation and transaction reference to
help resolve the enquiry.
6. Online Consultation Refunds
Refund requests for online consultations will
be reviewed based on whether the consultation
took place and whether a technical problem
prevented the booked service from being
delivered.
-
Report significant technical issues promptly.
-
Provide the appointment reference and
a description of the problem.
-
Refund eligibility will be assessed under
the applicable booking terms and law.
7. Charges That May Not Be Refundable
Subject to applicable law and the conditions
disclosed before payment, the following
charges may not qualify for a refund:
-
Services that have already been fully delivered.
-
Clearly disclosed cancellation charges,
where legally permitted.
-
Other disclosed charges that cannot be
recovered, where permitted by law.
Applicable Legal Rights
Nothing in this policy excludes a refund,
remedy or consumer right to which a patient
is entitled under applicable law.
8. How to Request a Refund
To help us review your request, please contact
our support team and provide the following
information:
Patient Details
Your name and registered
contact details.
Booking Reference
Your appointment or booking
reference number.
Payment Details
Transaction ID or payment
confirmation, if available.
Reason for Request
A brief explanation of why
you are requesting a refund.
Additional information may be requested where
reasonably necessary to verify the transaction
and assess the request.
9. Refund Review and Processing
Refund requests will be reviewed after the
necessary booking and payment information
has been received.
Approved refunds will generally be initiated
through the original payment method where
possible. The time required for the amount
to appear in the patient's account depends
on the bank, payment provider and payment
method.
Any specific processing timeline applicable
to a booking should be communicated to the
patient and followed in accordance with
applicable law.
10. Payments Collected by Healthcare Providers
Some doctors, clinics or hospitals may collect
payments independently of Do My Checkup.
In these cases, the provider's disclosed
cancellation and refund terms may apply.
Do My Checkup will clarify its role in the
transaction and assist with enquiries relating
to bookings or payments processed through
the Platform.
11. Payment Disputes and Unauthorized Transactions
If you believe a payment was unauthorized,
incorrect or processed in error, contact
our support team promptly. You should also
contact your bank or payment provider
where appropriate.
Available transaction records may be reviewed
to investigate the matter. This policy does
not restrict rights available under applicable
payment rules or consumer-protection laws.
12. Changes to This Refund Policy
We may update this Refund Policy to reflect
changes to our services, payment arrangements
or legal requirements.
The revised version will be published on this
page with an updated revision date. Mandatory
rights under applicable law will continue
to apply.