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Refund & Cancellation Policy

Last Updated: September 16, 2026

This Refund & Cancellation Policy explains when a BayanHealth consultation or service can be cancelled, when you are entitled to a refund, and how refunds are processed. It forms part of our Terms of Service.

This policy covers paid consultations and related services booked through the BayanHealth platform. It does not cover charges billed directly by a third party, such as a pharmacy, laboratory, or referral facility.

1. Overview

We want you to feel confident booking care with BayanHealth. If a consultation does not go ahead, or does not go ahead as arranged, this policy sets out what happens to your payment. Where a situation is not covered here, contact support and we will review it in good faith.

2. Cancellations by You

You can cancel or reschedule a booking from your account or by contacting support. What you are entitled to depends on when you cancel:

  • More than 2 hours before the scheduled start
    • full refund, or free reschedule.
  • Within 2 hours of the scheduled start
    • a cancellation fee of 50% may apply; the remainder is refunded.
  • After the scheduled start, or no-show
    • no refund, because the clinician's time was reserved for you. You may still be able to reschedule for a fee at our discretion.

If you experience a genuine emergency or technical problem that prevents you from attending, contact support within 48 hours and we will review your request.

3. Cancellations by BayanHealth or the Physician

Occasionally a consultation must be cancelled on our side — for example, if the assigned clinician becomes unavailable, or a platform issue prevents the session from going ahead.

  • You will be offered the choice of a full refund or a rescheduled consultation at no extra cost.
  • If a consultation ends early or cannot be completed for reasons attributable to us or the clinician, you may be entitled to a full or partial refund based on the care actually provided.
  • We are not responsible for failures caused by your own device, internet connection, or software, but support will always try to help you reconnect.

4. Refund Eligibility

You are generally eligible for a refund where:

  • You cancelled within the free-cancellation window described above.
  • BayanHealth or the clinician cancelled the consultation.
  • You were charged in error, or charged more than once for the same booking.
  • A confirmed clinician did not join the session and no substitute was provided within a reasonable time.

5. Non-Refundable Items

The following are not refundable, except where the law requires otherwise:

  • Consultations that were completed as booked, including where you were dissatisfied with the clinical opinion given.
  • No-shows and late cancellations outside the free-cancellation window.
  • Fees for services already delivered, such as an issued prescription, medical certificate, or referral.
  • Third-party costs paid to a pharmacy, laboratory, or referral facility.
  • Promotional credits, vouchers, or consultations provided at no charge.

6. How to Request a Refund

To request a refund:

  • Contact support
    • email support@bayanhealth.co or use the in-app help option.
  • Include your details
    • the account email, the booking reference, the date of the consultation, and the reason for the request.
  • Submit within the window
    • refund requests should be made within 7 days of the consultation date.

We will acknowledge your request within 2 business days and notify you within 5-7 business days.

7. Refund Processing Times & Methods

  • Approved refunds are issued to the original payment method used for the booking.
  • Card refunds typically take 1-2 business days to appear, depending on your bank.
  • E-wallet refunds are usually processed within 1 business day.
  • Where the original method is unavailable, we will arrange an alternative of equivalent value.

BayanHealth does not charge a processing fee for refunds. Any fee deducted by a bank or payment provider is outside our control.

8. Disputes & Chargebacks

If you disagree with a refund decision, you can ask us to review it by replying to the support thread with any additional information. We will review the information and respond as soon as practicable.

Please contact us before initiating a chargeback with your bank or card issuer. A chargeback raised while a refund request is already being handled may delay the resolution, and repeated unwarranted chargebacks may lead to suspension of your account.

9. Contact Us

For any question about cancellations or refunds:

  • BayanHealth Support
  • Email: support@bayanhealth.co
  • Support hours: Mon - Fri, 9:00 AM - 5:00 PM (GMT+8)