Refund and Cancellation Policy

This Telemedicine Refund and Cancellation Policy governs all patients who access and use telemedicine services through Penny Medical Tourism Agency ("Penny," "the Platform," "we," "us," or "our"). It outlines the circumstances under which refunds may be granted and the procedures for submitting a refund request. Penny is committed to delivering safe, reliable, and high-quality virtual healthcare services while maintaining transparency, fairness, and accountability in billing and refund practices.

This Policy applies to all telemedicine consultations booked, scheduled, and paid for through the Platform.

1Scope of Services Covered

This Policy applies to all paid digital health services offered by Penny, including but not limited to:

• Video, audio, and chat-based medical consultations
• Follow-up teleconsultations
• Remote clinical assessments, reviews, and triage services
• Any additional telemedicine services made available on the Platform from time to time

2Payments

Payments for telemedicine services may be made via internet banking, bank transfer, debit or credit cards, mobile money, or any approved payment gateway. By completing a payment, patients confirm their acceptance of Penny's Telemedicine Terms and Conditions, including this Refund and Cancellation Policy.

Patients are responsible for providing accurate and complete payment details. Penny shall not be held liable for failed, delayed, or rejected transactions resulting from incorrect information or actions by banks, payment gateways, or payment aggregators. All financial and personal data is processed in accordance with Penny's Privacy Policy.

3General Refund Principles

Telemedicine services require advance scheduling and the allocation of licensed healthcare professionals, clinical time, and technical resources. Accordingly:

• Consultation fees become non-refundable once a consultation has started or has been completed, except where expressly stated in this Policy.
• Refunds are considered only where services were not rendered, incorrectly charged, or determined to be clinically inappropriate before the consultation commenced.

4Circumstances Eligible for Refunds

Refunds or service credits may be granted under the following conditions:

a. Service Not Provided

• The consultation did not take place due to a verified technical failure attributable to the Platform.
• The assigned healthcare provider failed to attend the scheduled consultation and no reasonable alternative or rescheduling option was offered.

b. Duplicate or Incorrect Charges

• The patient was charged more than once for the same consultation.
• An incorrect consultation fee was applied due to a system, payment, or administrative error.

c. Provider-Initiated Cancellation

• The healthcare provider cancels the consultation and the patient is unable to reasonably reschedule. In such cases, the patient may choose between a full refund or a service credit for future use.

d. Clinical or Regulatory Unsuitability

• Prior to the start of the consultation, the healthcare professional determines that telemedicine is not clinically appropriate or that immediate in-person care is required in accordance with applicable Zambian clinical and regulatory standards. In such cases, no fee will be charged, or a full refund will be issued if payment has already been made.

5Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• A consultation has been completed, regardless of diagnosis, clinical advice, or outcome.
• Dissatisfaction with a medical opinion or treatment recommendation following a completed consultation.
• Failure to attend a scheduled appointment (no-show).
• Patient-initiated cancellations made less than 24 hours before the scheduled appointment.
• Technical issues arising from the patient's device, internet connection, power supply, or software.
• Subscription fees (monthly or annual) once a subscription has been activated. All subscriptions are non-refundable.

6Cancellations and Rescheduling

6.1 Patient-Initiated Cancellations

Patients may cancel telemedicine appointments subject to the following timeframes:

6.2 Provider-Initiated Cancellations

If a healthcare provider is unable to attend a scheduled consultation due to unforeseen circumstances:

• The patient will be notified as soon as reasonably possible.
• The patient may choose to reschedule the appointment at no additional cost or receive a full refund or service credit.

6.3 Platform-Initiated Cancellations

Penny reserves the right to cancel or reschedule appointments due to:

• System failures or technical outages
• Force majeure events, including power interruptions, network failures, or natural disasters
• Regulatory or compliance requirements

In such cases, patients will not be penalized and will be offered rescheduling or a refund.

7Continuity of Care and Fair Use

Repeated late cancellations or no-shows may result in:

• Temporary suspension of booking privileges
• A requirement for advance payment for future appointments

These measures are intended to promote equitable access to telemedicine services for all patients.

8Insurance and Third-Party Payments

Where telemedicine services are funded by an insurer, employer, or other third party:

• Refunds are primarily governed by the terms and conditions of the sponsoring payer.
• Approved refunds will be processed directly to the insurer or third party, not to the patient.
• Patient copayments, registration fees, and administrative charges are generally non-refundable once services have been scheduled.

9Refund Request Procedure

To request a refund, patients must:

1. Email support@email.com with the subject line "Refund Request — [Patient Name]".
2. Provide the consultation ID, transaction date, reason for the request, and any supporting documentation.
3. Allow 5–7 business days for review of the request.
4. Approved refunds are processed within 7–14 business days, depending on the payment method and provider.

All refund requests are reviewed on a case-by-case basis, taking into account clinical records, platform logs, and applicable policies.

10Refund Method

Approved refunds are issued using the original payment method, including mobile money, bank transfer, card payment, or insurer reconciliation, as applicable.

11Policy Amendments

Penny reserves the right to amend or update this Refund and Cancellation Policy at any time. Any changes will be published on the Platform, and continued use of the services constitutes acceptance of the revised Policy.

12Contact Information

For refund-related enquiries, please contact: