Refund Policy

1. Introduction

Welcome to FeCare's Refund Policy. This policy outlines the terms and conditions for refunds related to our virtual consultations, international appointments, and other services. We are committed to providing high-quality medical services and strive to ensure that our clients are satisfied with their experiences. This policy explains the circumstances under which refunds may be granted and the process for requesting a refund. We encourage you to read this policy in its entirety to understand how we handle refunds for our services. If you have any questions or concerns, please do not hesitate to contact our customer support team.

2. Virtual Consultations

As a client you are entitled for a refund based on below circumstances:

1. If the specialist does not join the channel within 5 minutes of the scheduled appointment time.

2. The client waited for 3 minutes after the client's disconnection during the active virtual consultation.

3. During the consultation, if the specialist is disconnected for a total of 9 continuous minutes.

4. Specialist decided to hang up

5. Specialist cancelled/changed his appointment

6. While the consultation was ongoing, both users experienced disconnection, resulting in a total of 35 minutes having passed since the scheduled appointment time, including accumulated minutes from all disconnections.

7. In case of call failure during or prior to consultation due to technical issues from FeCare's App/Website or Agora servers, or if there is a 30% audio freeze rate during consultation. All call analytics, monitoring, usage insights, and quality insights will be managed by Agora.

8. In the event that the client claims the consultation was not satisfactory for reasons not previously stated, FeCare's App/Website will review the audio track and call details, if available, to determine whether a refund is warranted. The review process typically takes 7 working days.

3. International Appointments

If you need to cancel your appointment with an international hospital, please contact us as soon as possible. The refund policy may vary depending on the specific hospital and circumstances.

1. Please note that once your appointment has been confirmed by the hospital, we cannot issue any refunds for cancellations.

2. If you cancel your appointment before we receive confirmation from the hospital, you may be eligible for a partial refund.

3. Please also note that in some cases, we may need to cancel your appointment at the request of the hospital. If this happens, we will notify you as soon as possible and work with you to reschedule your appointment or provide a partial refund.

4. If hospital rejected your appointment request, you may be eligible for a partial refund.

4. Other Services

"Other Services" refers to all services provided by FeCare, excluding Virtual Consultations and International Appointments. This category encompasses a wide range of medical services, such as home medical services and other services offered by FeCare or its partners. Any service provided by FeCare that is not classified as a Virtual Consultation or an International Appointment falls under this Clause.

At FeCare, we are committed to providing quality home medical services to our clients. If you are not completely satisfied with our services, we offer a refund under the following conditions:

1. In the event that you cancel your appointment at least 24 hours before the scheduled time, you will be eligible for a full refund.

2. If you experience a problem from us or from our partner's end during your service, we will work with you to resolve the issue. If we are unable to resolve the issue, you may be eligible for a full or partial refund depending on the circumstances.

3. If you are dissatisfied with the quality of service provided by a FeCare partner or service provider, we will work with you to resolve the issue. If we are unable to resolve the issue, you may be eligible for a full or partial refund depending on the circumstances. 

4. If you believe that you were charged in error for a service, please contact us immediately and we will investigate the issue. If the charge was made in error, you will be eligible for a full refund.

5. Clients must provide sufficient evidence that they have not received the services they paid for or that the services provided were of poor quality.

6. Clients must also request a refund within a reasonable time period after the services were provided.

Please note that we reserve the right to deny any refund request that does not meet the above conditions.

Additionally, refunds may be subject to processing fees or transaction fees imposed by third-party payment processors, and FeCare reserves the right to deduct such fees from the refund amount.

FeCare reserves the right to refuse any refund request that is not made in accordance with our refund policy or for any other reason deemed appropriate by us. We also reserve the right to modify this policy at any time without prior notice, and any such modifications will be effective immediately upon posting on our website or within our app.

If you have any questions or concerns regarding our refund policy, please do not hesitate to contact our customer support team. We are always happy to assist you in any way we can, so please contact us at policy@fe-care.com.