Refund & Cancellation Policy
Plans change, symptoms resolve on their own, and sometimes a booking just doesn't work out. This page explains, in plain terms, what happens to your payment when you cancel or reschedule a paid consultation or lab test on Doctiplus.
How This Policy Works
Doctiplus processes two very different kinds of paid bookings: live consultations with a doctor, and lab tests that involve scheduling a sample collection. Because a doctor's time and a lab technician's route are both reserved the moment you book, refund eligibility depends heavily on how much notice you give before your scheduled time. The earlier you let us know, the more straightforward the refund. This page walks through both scenarios separately, since the timing windows are not identical.
This Is Not a Substitute for Reading Your Booking Confirmation
Specific cutoff times and fees are always shown at checkout and in your booking confirmation email before you pay. If anything on this page ever conflicts with what you were shown at the time of booking, the terms you agreed to at checkout apply.
Cancelling a Consultation
If your plans change or you feel better before your appointment, you can cancel directly from your patient dashboard. What you get back depends on when you cancel relative to your scheduled time:
If you'd rather keep the appointment but move it to a different time, rescheduling is usually the better option and is available free of charge more than 2 hours before your original slot, subject to your doctor's availability.
Missed Appointments
If you simply don't join a video consultation at the scheduled time, without cancelling or messaging your doctor in advance, the appointment is treated as a no show and the payment is not refunded. Your doctor has reserved that time specifically for you and, in most cases, cannot fill it with another patient on short notice. We understand that emergencies happen, and if something genuinely prevented you from joining, reach out to our support team within 24 hours and we'll review it.
Lab Test Cancellations
Home sample collection involves a technician being dispatched to your address at a scheduled window, so the cutoffs work slightly differently from a video consultation:
Before Dispatch Confirmation
If you cancel before a technician has been assigned and confirmed for your collection window, you receive a full refund.
After Technician Dispatch
Once a technician has been confirmed and is en route or scheduled for the same day, a dispatch fee is deducted from your refund to cover the visit.
After Sample Collection
Once your sample has been collected, the test fee is non refundable, since the sample is processed by the lab regardless of whether you later change your mind.
Rescheduling a lab test to a different day is free up until a technician has been dispatched, and is generally the simplest option if your original window no longer works for you.
When We Cancel or Reschedule
Occasionally a doctor becomes unavailable due to illness or an emergency, or a lab technician cannot reach your location due to weather or access issues. When Doctiplus or a provider on our platform cancels a booking, the responsibility does not shift to you.
Provider initiated cancellations always come with a full refund or a free rebooking to a time that works for you, whichever you prefer. You will never be charged a cancellation fee for a booking that fell through on our side.
What Cannot Be Refunded
Some parts of a booking are considered delivered the moment they happen, and can't reasonably be reversed:
Completed Consultations
Once a consultation has taken place, the service has been delivered and the fee is not refundable, even if you're unhappy with the outcome.
Issued Prescriptions
A digital prescription is a professional medical decision made by your doctor and cannot be undone or refunded once issued.
Dispensed Medicines
Medicines that have already been dispensed or shipped by a pharmacy partner cannot be returned for a refund, in line with standard pharmaceutical safety practice.
Processed Lab Samples
Once a sample has entered lab processing, the associated fee is final regardless of the result.
How Refunds Are Processed
Approved refunds are returned to the original payment method used at checkout. Card and PayPal refunds typically appear within 5 to 10 business days, though your bank's own processing time can occasionally add a few extra days on top of that. Refunds for bank transfer payments may take slightly longer, since they depend on the receiving bank's processing schedule.
Disputes & Special Cases
Policies with fixed cutoff times inevitably run into situations that don't fit neatly into a table. If you missed a cancellation window because of a genuine emergency, a technical failure on our platform prevented you from joining a call, or something else outside your control occurred, contact our support team with the details. We review these requests individually and would rather work with you than apply a rule mechanically when it clearly doesn't fit the situation.
If you believe a charge on your account is incorrect or unauthorized, please contact us before disputing it directly with your bank or card provider. Most issues can be resolved faster and more accurately through our support team, since we have direct visibility into your booking history.
Contact Us
For refund requests, cancellations, or questions about a specific charge:
Address
Uxmal 319-345, Narvarte Poniente
Benito Juárez, 03020 Ciudad de México
CDMX, Mexico
