SETHRIDA SMARTCARE maintains a clear refund and cancellation policy to protect customers while ensuring fairness to the healthcare professionals who provide services through the platform.
Our procedures are as follows:
Cancellations
Customer cancellations
Customers may request cancellation of a booked service before it begins. Eligible cancellations will be reviewed in accordance with the applicable cancellation terms communicated to the customer before payment.
Provider cancellations
If a healthcare professional cancels an appointment or is unable to provide a paid service, the customer will be offered rescheduling or a full refund, depending on the customer's preference and the circumstances.
Refunds
Technical failures
Where a paid Virtual Clinic consultation cannot be completed because of a verified technical issue attributable to our platform or service delivery process, we will investigate the incident and offer rescheduling or an appropriate full or partial refund.
Services already rendered
Refund requests relating to completed consultations or homecare services will be assessed individually, taking into account the nature of the complaint, the service delivered, and the applicable terms. A refund will not be automatically guaranteed solely because a customer is dissatisfied with a clinical outcome.
Duplicate or erroneous payments
Verified duplicate payments or payments made in error will be reviewed promptly and refunded where appropriate.
Disputes and complaints
Customers can contact our support team to report payment issues, request refunds, or raise complaints. We will review transaction records, appointment details, service delivery records, and relevant communications before making a decision. Where necessary, we will communicate with the healthcare professional involved to establish the facts and work towards a fair resolution.
How refunds are paid
Approved refunds will be processed through the appropriate Paystack refund procedure, ordinarily against the original transaction, subject to the payment method and applicable processing requirements. We will also respond promptly to payment disputes and chargebacks through the Paystack Dashboard, providing relevant transaction records and evidence where necessary.
Our refund and cancellation terms will be communicated to customers before they complete their payments, and we will maintain appropriate records of bookings, cancellations, complaints, and refunds to support transparency and accountability.
Contact us
To request a refund or raise a payment issue, email info@sethridasmartcare.com or call +233 538 891 546 and include your booking or payment reference.