Last updated: August 2026
This is a general template. Please have it reviewed by qualified legal counsel and align it with your providers' actual practices and local law before publishing.
This Refund Policy explains how cancellations and refunds work for services booked through OSPEX. Because care is delivered by independent providers, some specifics (such as cut-off times) may vary by provider and are shown at the time of booking.
1. General principles
- Refunds apply to online payments made through the platform. Amounts paid in cash at a provider's desk are handled directly by the provider.
- Eligible refunds are returned to your original payment method.
- Refunds are typically processed within 5–7 business days, though your bank may take additional time to reflect them.
2. Doctor appointments & tokens
- Cancel before the provider's cut-off window for a full refund.
- If the provider cancels the session or you are not seen, you are eligible for a full refund.
- No-shows after the cut-off may not be refundable.
3. Lab tests & diagnostics
- Full refund if cancelled before your sample is collected or the test begins.
- Once a sample is collected or a test has started, the fee is generally non-refundable.
- If the lab cancels the request, you receive a full refund.
4. Pharmacy & medicine orders
- Cancel before the pharmacy prepares/dispatches your order for a full refund.
- Once dispatched, refunds are handled per the pharmacy's returns terms; if an order is cancelled by the pharmacy, any online payment is refunded.
- Delivery charges may be non-refundable once a rider has been dispatched.
5. Hospital, ambulance & other services
- Charges for services already rendered (e.g. admissions, completed ambulance trips) are generally non-refundable.
- Advance amounts for services not yet provided may be refundable subject to the provider's terms.
6. How to request a refund
Most eligible refunds are issued automatically when you cancel within the allowed window. If you believe you're due a refund that wasn't processed, contact us with your booking/order details and we'll look into it.
7. Disputes
If you and a provider disagree about a refund, OSPEX can help mediate, but final resolution may depend on the provider's policies and applicable law.
8. Changes
We may update this policy from time to time. The version shown at the time of your booking applies to that transaction.