Refund, Cancellation & Complaints Policy

1. Cancelling a booking

If you need to cancel a booked consultation, contact us as soon as possible at contact@thefamilymedic.com or +92 309 1340501 (WhatsApp/call), including your booking details.

Cancellations are reviewed and processed individually by our team; there is currently no automatic self-service cancellation.

2. Refunds

Because consultation fees are processed through our payment partner, Safepay, all refunds are reviewed individually by our team and, once approved, are processed through Safepay back to your original payment method.

To request a refund, email contact@thefamilymedic.com on the same day as the affected consultation, describing what went wrong and attaching any supporting evidence (for example, a screenshot or a description of the technical issue). We review every refund request on its merits and process it once we’ve confirmed the claim is genuine. Requests submitted after the same day, or without supporting evidence, may be declined on that basis alone.

Approved refunds are typically completed within 7–14 business days of approval. This reflects the time Safepay and your bank or wallet provider need to reverse a transaction, not additional delay on our side.

A refund may be approved, for example, if a booked consultation could not take place due to a platform or doctor-side issue, you were charged in error, or your specific circumstances are reviewed and approved by our team on a case-by-case basis.

Our decision on a refund request, once made, is final.

3. When a refund will not be given

A refund will not be given where:

• the consultation was completed as booked;
• you did not join your scheduled consultation (a no-show); or
• the issue was caused by a problem with your own device, browser, or internet connection.

4. No physical goods or shipping

Family Medic provides online medical consultations only — there is no physical product, shipping, or delivery involved. All consultations are delivered digitally, by text, audio, or video.

5. Complaints handling

If something about your consultation or experience on Family Medic didn’t meet your expectations, you can tell us in two ways: through the “Leave feedback / report a problem” option on your dashboard, or by contacting us directly using the details below.

We aim to respond to every complaint within 2 business days. More complex issues — for example, ones requiring a refund decision — may take a little longer to fully resolve, but you’ll hear from us within that window.

See our Terms and Conditions and Privacy Policy for the rest of how the Service works.