Refund Policy

Effective: 01 May, 2021

Payment, Cancellation & Refund Policy

Online Payment System

We use an online payment system for all transactions.

All credit card numbers are encrypted when the order is placed using 128-bit encryption. We do not hold sensitive information on our site. They are only decrypted after they reach our computer. They are not held in clear text on any website, nor any email.

Cancellation Policy

  1. You may request for a new consultation and pay if you missed your appointment and did not notify the customer support team at least 48 hours before the consultation. If you missed your consultation for at least three times within 12 months without informing the customer support team at least 48 hours ahead of the consultation, our customer support team will contact you to make a decision to prevent missed appointments or no-show.
  2. In the event of cancellation of any paid consultation for which payment has been successfully made and a confirmation generated, and the consultation has not been concluded due to any avoidable / unavoidable reason(s) we must be notified of the same via a phone call to +234-817-429-0703 or in writing by email to
  3. You are not entitled to any refund if your request for service(s) has already been processed.
  4. Cancellation can be requested no later than 24 hours before Appointment time.
  5. Our Customer Service team will contact you within 5 business days and in cases where the Hospital/Doctor has not delivered the booked consultation, we would return your payment made into your CareWallet within 5 business days from the day the request for Cancellation was received.
  6. Please note that where a cancellation is made by the patient and not the hospital or doctor; there will be a nominal deduction of 20% in the amount refunded, payable towards online payment processing. The refund will be processed directly into your CareWallet.
  7. Refund Policy

  8. In the event your request for consultation is accepted but after payment due to unexpected circumstances, your request for consultation is rejected or cancelled by the Hospital/Doctor, you will be given an option of opting for another request for consultation OR will be offered a complete refund, if you so desire. The refund will be credited to your CareWallet within 5 working days.
  9. In the case that your CareWallet has been inadvertently over-charged, please notify at the earliest. Refund of the outstanding amount would be made to your CareWallet within 5 working days. On the other hand, if the transaction amount was inadvertently under-charged, would debit the outstanding amount from your CareWallet and notify you of the same.
  10. The refund amount claimed from cannot exceed the amount paid by the patient/user for required service(s).
  11. May 1, 2021