If you have booked a Telehealth On Demand appointment and experienced some of the following conditions, you may be eligible for a refund. Please review the criteria carefully before submitting a refund request to our team.
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What is the refund eligibility criteria?
Refunds for Telehealth on Demand appointments are provided at the discretion of HotDoc and the participating Doctors. Refunds may be granted under the following conditions:
- The consultation did not take place, due to a confirmed issue outside of your control (eg. technical or logistical error).
- A significant service quality issue occurred during the consultation.
Refunds will not be granted for the following requests:
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Requests for restricted medications,
such as Schedule 8, Schedule 4D or semaglutide medications. This includes but is not limited to Diazepam, Endone, Benzodiazepines, Opioids, Medicinal Cannabis, ADHD medication, weight-loss treatments such as Mounjaro. - Requests for mental health care plans.
- Physical examinations or other services requiring in-person consultation.
- Cases where the participating doctor applies clinical discretion.
How to submit a refund request
If you meet the refund eligibility criteria above, you can submit a request by completing our online form. Please include:
- Appointment date and time
- Doctor's name
- A brief description of the issue you have experienced leading to the refund request.
We aim to review all refund requests within five business days and will notify you via email. If approved, funds will be refunded into your account within five business days, though your bank may take longer to process the payment.