Refund and Payment Policy

1. Purpose and scope

This Refund and Payment Policy ("Policy") explains who sets which fees on DocGini, how they are paid, and when money is refunded. It applies to clinic appointments, home visits and any other bookings made through DocGini, and forms part of our Terms of Service.

2. The two kinds of fee

• Provider fees. Consultation fees, home-visit fees, laboratory charges and any other charges for healthcare are set by the doctor, hospital, clinic, physiotherapist or nurse you book with. They belong to the Provider, not to DocGini.
• DocGini service charge. DocGini may charge a service charge ("Platform Fee") for using the booking service. When it applies, it is shown as its own line, together with the total, before you confirm a booking, and on your booking confirmation. If the summary shows no service charge line, none applies to that booking.

We will never add a charge that was not shown to you before you confirmed. A change to the service charge applies only to bookings made after the change is announced.

3. How fees are paid

• At the clinic or visit. Unless the booking page says otherwise, Provider fees are paid directly to the Provider at the clinic or at the end of the home visit, in the ways the Provider accepts.
• Online payment. Where online payment is offered, it is processed by a licensed payment provider such as a bank, card processor or mobile wallet. DocGini does not see or store your full card number or wallet PIN.
• Receipts. Your booking confirmation shows the fees for that booking. Ask the Provider for a receipt for anything paid at the clinic.
• Taxes. Fees may include, or be subject to, taxes that apply under Pakistani law.

4. Cancelling or rescheduling

• By you. Please cancel or reschedule as early as you can, so another patient can have the slot. Cancellation terms for the Provider's own fee follow that Provider's policy, which we show at booking time where possible.
• By the Provider. If the Provider cancels, you owe the Provider nothing for that booking, and we will tell you by email and in the app.
• Running late. A Provider running late is not a cancellation. If you can no longer wait, you may cancel and the rules in section 5 apply as if the Provider had cancelled.

5. When the service charge is refunded

If you have paid a DocGini service charge, it is refunded in full when:

• the Provider cancels the booking, or does not attend or see you;
• you cancel before the cut-off shown on the booking, or at least 2 hours before the appointment where no cut-off is shown;
• the booking could not go ahead because of a fault on DocGini;
• you were charged twice, or charged an amount different from the one shown before you confirmed.

The service charge is not refunded when the appointment went ahead, or when you missed it without cancelling (a "no-show"). Repeated no-shows can also pause online booking on your account, as set out in the Terms of Service.

6. Refunds of Provider fees

Refunds of consultation, visit, laboratory and other Provider fees are decided by the Provider under their own policy, because the money is theirs. If you paid a Provider fee through DocGini and the Provider cancelled, we will help arrange the refund. If you disagree with a Provider's decision, you can raise it with us under our Patient Grievance and Complaints Policy.

7. How to ask for a refund

1. Write to support@docgini.com within 14 days of the booking date.
2. Include your name, MRN, the booking reference or token, the amount and how you paid.
3. We acknowledge your request within 2 working days and give a decision within 7 working days.
4. Approved refunds go back to the original payment method, normally within 10 working days. The time for the money to appear depends on your bank or wallet.

8. Providers and facilities

Fees that Providers and facilities pay DocGini, such as subscriptions, licensing or a percentage of bookings, are governed by their Facility Partner Agreement or fee schedule and the invoices issued under it, not by this Policy.

9. Chargebacks and fraud

Please contact us before disputing a payment with your bank, as we can usually resolve it faster. We may suspend accounts involved in fraudulent payments or abusive refund requests.

10. Changes to this Policy

We may update this Policy from time to time. Material changes will be notified at least seven (7) days before they take effect, in the same way as changes to the Terms of Service, and never apply to a booking already confirmed.

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