Refund Policy

* The late-cancellation refund percentage is set individually by each hospital and is shown on the booking confirmation page before you pay.
† The platform service fee is non-refundable on patient-initiated cancellations. See section 6 for details.

Any patient who paid for an appointment through the Physela platform — via Paystack, Stripe, or a saved card — is eligible for a refund subject to the conditions below. Refunds are issued to the original payment method only.

Appointments paid in cash at the hospital are governed entirely by that hospital's own policy. Physela is not responsible for cash transactions.

Each hospital sets its own free-cancellation window. Cancel before that deadline and you receive a full refund of the amount paid online.

The applicable window for your booking is displayed at checkout before you pay and is included in your appointment confirmation email. Check there for the exact number of hours that apply to your hospital.

A cancellation made after the free window has closed is a late cancellation. Each hospital sets its own late-cancellation refund percentage — anywhere from 0 % (no refund) to 100 % (full refund). This rate is shown on the booking page before payment.

To cancel, go to My appointments → Cancel or contact the hospital directly. Cancellations made through unofficial channels (e.g. calling only) without a platform record will be treated as no-shows.

A no-show occurs when a patient misses a confirmed appointment without cancelling beforehand. No refund is issued for no-shows.

Some hospitals require a no-show deposit at booking. If the patient attends, the deposit is credited toward the consultation fee. If the patient no-shows, the deposit is forfeited and the remaining balance (if any) is either charged or cancelled depending on the hospital's configuration.

If a hospital cancels or reschedules your appointment for any reason — doctor unavailability, emergency closure, etc. — you are entitled to a full refund of the amount paid online, regardless of how close to the appointment time the cancellation occurred.

You will receive an email and in-app notification, and your refund will be processed automatically within 3 – 5 business days.

Physela charges a small platform service fee on each booking to cover payment processing and platform infrastructure costs. This fee is always shown as a separate line item at checkout.

• Hospital cancels or reschedules: you receive a full refund of everything you paid, including the platform fee. The hospital bears this cost.
• Patient on-time cancellation (within the free window): the consultation fee is refunded in full. The platform service fee is non-refundable, as it covers costs already incurred in processing and reserving your booking.
• Patient late cancellation: the hospital's refund percentage applies to the consultation fee only. The platform service fee is non-refundable.
• No-show: no refund is issued. Any goodwill refund a hospital chooses to offer covers the consultation fee only — the platform service fee is not included.

Refunds are issued to the original payment method:

• Paystack (Naira / Africa): 5 – 10 business days to your bank or card.
• Stripe (International): 5 – 10 business days, depending on your card issuer.

Physela has no control over the speed of your bank. If you have not received your refund after 10 business days, contact us at support@physela.com with your booking reference.

Pre-purchased appointment packages (bundles of sessions sold at a discounted rate) are non-refundable once any session in the bundle has been used. Unused credits that expire within the validity period may be refunded on a pro-rata basis — contact support within 14 days of expiry.

Package credits do not carry over after expiry and cannot be transferred to another patient or hospital.

Telemedicine (video consultation) appointments follow the same cancellation and refund rules as in-person visits. If a technical failure on Physela's side prevents the video session from starting, you will receive a full refund or the option to reschedule at no charge.

Connectivity issues on the patient's side do not entitle the patient to a refund once the doctor has joined the session.

If you believe a refund was incorrectly denied, email support@physela.com within 30 days of the appointment date with:

• Your booking reference number
• The date and time of the appointment
• A brief description of the issue

We aim to respond within 3 business days. If we cannot resolve the matter, you retain the right to raise a chargeback with your card provider under Mastercard / Visa rules, or file a complaint with your national consumer protection authority.

Physela may update this Refund Policy from time to time. Material changes will be communicated by email and/or an in-app notice at least 14 days before taking effect. Your continued use of the platform after the effective date constitutes acceptance of the revised policy.