Refund Policy

REFUND POLICY (SWIIFTCARE APPLICATION)

1. Introduction

This Refund Policy explains how payments, refunds, and dispute resolutions are handled on the SwiiftCare platform ("the Platform").

By booking and paying for a consultation on the Platform, you agree to this Policy.

2. Payments and Funds Handling

All paid consultations are charged upfront at the time of booking.

The total amount paid shall include:

• consultation fee

• platform fee

• applicable taxes (such as VAT on the platform fee)

After payment:

• funds are held temporarily by the Platform (in an internal holding state)

• funds are not immediately released to the provider

• provider earnings are processed only after consultation completion is confirmed, and an internal holding period has passed.

This structure allows the Platform to manage disputes, incomplete consultations, and service quality issues.

3. Refund Method

Where a refund is approved, it is generally issued as a credit to the patient's SwiiftCare wallet.

Refunds are not automatically returned to the original payment method.

Wallet credits may be used for future consultations on the Platform.

4. When Refunds May Apply

Refunds are not automatic and are handled on a case-by-case basis, depending on the consultation status and internal review.

Refunds may be issued in the following situations:

4.1 Missed or Incomplete Consultations

Refunds may be considered where:

• the provider misses the consultation

• the patient misses the consultation (no-show)

• the consultation does not take place as scheduled

• the consultation is incomplete or disrupted

In such cases:

• the consultation may be marked as refunded

• wallet credit may be issued to the patient

• any pending provider earnings may be cancelled before release

4.2 Disputed Consultations

If a consultation is disputed, the Platform will review the matter internally.

Depending on the outcome, one of the following may apply:

• full refund to the patient

• no refund (full release to provider)

• partial refund (shared outcome between patient and provider)

All dispute outcomes are determined at the Platform's discretion following review.

4.3 Provider Declines or Cancellation

Where a provider declines or cancels a consultation:

• the consultation may be cancelled

• any refund or credit is subject to platform review

Refunds in this scenario are not guaranteed unless confirmed through the Platform's processes.

4.4 Rescheduled Consultations

Rescheduling a consultation is treated as a change of booking, not a cancellation.

Rescheduling does not automatically trigger a refund.

5. Situations Where Refunds May Not Apply

Refunds may not be issued in the following situations:

• completed consultations

• where services were delivered as scheduled

• where the Platform determines that the consultation was properly fulfilled

• where disputes are resolved in favor of the provider

6. Refund Amount

Refunds, where applicable, may be full or partial, depending on the situation.

The refundable amount is determined by the Platform and may depend on:

• consultation status

• dispute outcome

• system processing structure

The Platform does not guarantee that all components of the original payment (including fees and taxes) will be refunded in every case.

7. Failed Payments

If a payment fails during booking:

• the consultation is not confirmed

• no charge is successfully processed

• no refund process is required

8. Provider Payment and Settlement

Provider earnings are not released immediately after payment.

Funds remain on hold until:

• consultation completion is confirmed

• internal review and holding period are completed

This delay allows the Platform to:

• manage disputes

• process eligible refunds

• ensure service quality

9. Platform Discretion

All refunds, credits, and dispute outcomes are:

• subject to internal review

• handled in accordance with platform processes

• determined at the Platform's reasonable discretion

10. Changes to This Policy

The Platform may update this Refund Policy from time to time to reflect:

• system improvements

• operational changes

• regulatory requirements

Users will be notified of material changes where required.