Refund Policy

1. Payment at Booking

All consultation fees on tx are collected at the time of booking. This applies to home visits, audio consultations, and video consultations. No consultation begins without prior payment.

2. When a Refund is Issued

A refund is issued to the patient when:

• The doctor cancels the appointment
• The patient cancels the appointment within the allowed cancellation window (see Cancellation Policy)
• The consultation does not take place due to a technical issue attributable to tx
• The doctor fails to attend without prior notice

3. Refund Amount

When a refund is applicable, the patient receives the consultation fee minus a 3% payment processing charge. This charge covers the non-recoverable fees imposed by our payment gateway partners.

4. When a Refund is NOT Issued

No refund is issued when:

• The consultation has been completed successfully
• The patient cancels after the allowed cancellation window
• The patient does not attend a home visit without prior notice
• The patient does not join an audio/video call within the waiting period (15 minutes after the scheduled time)
• The consultation was terminated due to patient misconduct

5. Doctor Payment

Upon successful completion of a consultation, the doctor receives the consultation fee minus a 6% platform fee retained by tx. Payments to doctors are processed within 3–5 business days of consultation completion.

6. Refund Timeline

Approved refunds are processed within 5–7 business days to the original payment method. The time for the refund to reflect in your account depends on your bank or payment provider.

7. Disputes

If you believe a refund was incorrectly denied or processed, contact us at support@txapp.com with your booking ID and details of your concern. We will review and respond within 5 business days.

8. Contact

Refund queries: support@txapp.com