Docshape Refund Policy

• Fees are for access to Docshape for the billed period
• As a default, paid periods are not refunded if you cancel mid-cycle (you keep Docshape access until period end)
• Docshape may refund at its discretion (duplicate charge, proven provider error, or as required by card-scheme or consumer law)
• Refunds, when issued, go back through the original payment method. Timing depends on the bank and the payment provider. Docshape does not refund in cash
• Docshape is not responsible for the bank's delay after Docshape has instructed a refund

A domain purchase is a registration with a registry or registrar. Connecting, replacing, or removing a domain from your clinic site does not cancel that registration or refund the domain fee.

Domain refunds, if any, follow the registrar's rules, not the Docshape subscription cancel button.

If a patient pays on the spot for a clinical-system appointment — in person, by bank transfer arranged by the clinic, or by any method that does not go through Docshape Global Consult checkout — that money is between patient and clinic. Docshape does not collect it, hold it, or refund it.

Global Consult is Docshape's online video / second-opinion product. When a patient pays the consultation fee through Docshape checkout (card or other supported methods), Docshape collects and holds that fee, then settles the doctor's share after Docshape's commission. Refunds for these prepaid online fees are handled by Docshape under this section.

These rules apply only to paid Global Consult bookings. They do not apply to clinical-system appointments where the practice collects fees on the spot.

• Grace period: if the doctor has not joined within 15 minutes of the scheduled start, you may request a refund or a reschedule
• You may open that request from the end of the grace period until 2 hours after the scheduled start
• After that 2-hour window you may still open a support case, but approval is manual review, not automatic
• The doctor may offer one reschedule instead of a refund; if you accept, the refund request closes

• If the doctor cancels before the visit, you may choose a full refund or a new slot
• Short-notice doctor cancellations (under 24 hours) are refunded in full unless you accept a reschedule

If the video consult took place (doctor joined and the visit proceeded), the fee is not refunded because you disagree with clinical advice. Clinical complaints belong with the treating doctor, not as a Docshape payment dispute.

If a proven platform or meeting-link failure prevented the visit through no fault of the patient or doctor, Docshape may offer a reschedule or a refund at its discretion.

1. Patient

   Open Help & Support on the doctor's Global Consult site (or the link from your booking confirmation). Include the appointment reference and a payment proof image.

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2. Doctor

   Replies in Help & Support: approve refund, offer reschedule, or reject with a reason.

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3. Docshape

   If the doctor does not respond within 48 hours, the case escalates to the Docshape operator console. Operators may message the doctor and approve or reject the refund under this policy.

• Approved refunds go to the original payment method. Banks often take 5–10 business days after Docshape instructs the provider
• Docshape does not pay cash or transfer refunds to a different wallet.
• When a refund is approved, Docshape stops or reverses the doctor's payout for that consult (commission is not earned on a refunded visit)

Docshape may refuse or reverse a refund request that is fraudulent, duplicated, outside the windows above, or already settled by a card chargeback. Opening a chargeback while a Docshape dispute is open may pause both processes until the provider decides.

Global Consult payment disputes: use Help & Support on the doctor's site first. Platform questions about this policy: info@docshape.org. That address is not for medical emergencies.