Refund & Cancellation Policy

Transparent payment, cancellation, and refund terms for Virtual Sehat consultations.

Effective Date: July 6, 2026

Virtual Sehat ("Platform", "we", "our", or "us") is committed to providing a transparent and fair payment, cancellation, and refund process for all users.

By booking and paying for a consultation through Virtual Sehat, you agree to this Refund & Cancellation Policy.

1. General Policy

Payments made through Virtual Sehat are processed securely through authorized payment providers.

Refunds are only granted under the circumstances described in this policy.

Approved refunds will always be returned to the original payment method used during the transaction.

2. Consultation Fees

Consultation fees are charged for the doctor's professional time and availability. Once a consultation has been successfully completed, the consultation fee becomes non-refundable, regardless of:

  • Whether a prescription was issued
  • Whether the patient agrees with the medical opinion
  • Whether additional tests are recommended
  • Whether the patient decides not to follow the doctor's advice

Medical advice is considered a professional service that cannot be returned after it has been delivered.

3. Eligible Refund Scenarios

A full refund will be issued if:

A. Doctor Does Not Join

If the doctor fails to join the consultation within the allowable waiting period and the appointment cannot be rescheduled.

B. Appointment Cancelled by Doctor

If the doctor cancels the consultation and the patient chooses not to reschedule.

C. Platform Technical Failure

If the consultation cannot take place because of a verified technical problem originating from Virtual Sehat. Examples include:

  • Video system failure
  • Audio failure
  • Server outage
  • Platform malfunction

D. Duplicate Payment

If the patient is charged more than once for the same consultation due to a payment processing error.

E. Incorrect Charge

If Virtual Sehat accidentally charges an incorrect amount.

4. Patient Cancellation Policy

Patients may cancel appointments according to the following rules:

More than 12 hours before appointment

Eligible for a 100% refund.

Less than 12 hours before appointment

No refund. The doctor has already reserved the consultation slot.

On-Demand Consultation

If the patient books an immediate consultation and the doctor has already accepted the consultation request, the payment is non-refundable.

5. Patient No-Show

No refund will be issued if:

  • The patient does not join the consultation.
  • The patient is unavailable.
  • The patient fails to answer the doctor's call.
  • The patient disconnects intentionally after the consultation has started.

6. Doctor No-Show

If the doctor fails to attend the consultation without prior cancellation, the patient may choose either:

  • Full refund, or
  • Free rescheduling with another available doctor.

7. Technical Issues

Refund eligibility depends on where the issue occurred.

Refund Eligible

  • Virtual Sehat server failure
  • Video platform failure
  • Doctor connectivity issue
  • Platform outage

Not Refund Eligible

  • Patient's internet connection
  • Patient's mobile network
  • Patient's device malfunction
  • Low battery
  • Incorrect browser or app version

If possible, Virtual Sehat will first attempt to reconnect or reschedule the consultation.

8. Prescription-Related Requests

Refunds are not available because:

  • A prescription was not issued.
  • The prescribed medicine is unavailable.
  • The patient disagrees with the doctor's diagnosis.
  • The patient expected a specific medication.

Medical decisions remain solely the responsibility of the treating doctor.

9. Partial Consultation

If a consultation is interrupted due to a platform issue after it has started, Virtual Sehat may:

  • Resume the consultation,
  • Reschedule the remaining consultation time, or
  • Issue a partial or full refund after review.

10. Refund Request Procedure

Refund requests must be submitted within 7 calendar days of the scheduled consultation.

The request should include:

  • Patient Name
  • Registered Mobile Number
  • Appointment ID
  • Transaction ID
  • Reason for Refund
  • Supporting screenshots (if applicable)

Requests received after seven (7) days may not be processed.

11. Refund Processing Time

Once approved:

  • Refunds are initiated within 5–10 business days.
  • Actual credit time depends on the payment provider or issuing bank.
  • Virtual Sehat is not responsible for delays caused by banks or payment gateways.

12. Non-Refundable Charges

The following are not refundable:

  • Payment gateway processing fees (where applicable)
  • Taxes already remitted
  • Convenience or service charges (if any)

13. Fraud Prevention

Virtual Sehat reserves the right to deny refund requests where:

  • Fraudulent activity is suspected.
  • Multiple refund claims are made for the same consultation.
  • Payment disputes are initiated after services have been delivered.
  • False information is provided.

Accounts engaging in fraudulent activity may be suspended.

14. Chargebacks

Before initiating a chargeback with your bank or card issuer, users are requested to contact Virtual Sehat Support.

Initiating an unjustified chargeback after receiving consultation services may result in:

  • Suspension of the user account.
  • Recovery proceedings for unpaid consultation fees.
  • Restriction from future use of the platform.

15. Exceptional Circumstances

Virtual Sehat may issue refunds outside this policy at its sole discretion in exceptional circumstances, including compassionate cases or verified operational issues. Such decisions are final and made on a case-by-case basis.

16. Contact Us

For refund-related inquiries, contact:

Email: support@virtualsehat.com

Please include your Appointment ID and Transaction ID for faster processing.

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