At WioCare, we strive to provide a seamless healthcare experience. We understand that circumstances may require you to cancel an appointment or request a refund. This policy outlines the conditions under which refunds and cancellations are accepted.

You always receive a full refund when:

• The doctor cancels, or does not join the consultation.
• WioCare cancels the appointment for a technical or operational reason.
• You cancel before the doctor has confirmed the booking.
• You use your free late cancellation — one is available every 90 days, and it is applied automatically when it saves you money.

Rescheduling is always free if you do it at least 2 hours before the appointment, and you keep the full amount you paid. The exact fee is shown to you before you confirm any cancellation.

When you cancel, you choose where the refund is sent:

• Your WioCare wallet — credited instantly, and can be spent on any WioCare service. Wallet balance cannot be withdrawn as cash.
• Back to your original payment method (bKash, card or bank) — credited within 7 to 10 working days.

If we cancel an appointment on your behalf and cannot ask you, the refund is always returned to your original payment method.

• Refund requests are reviewed within 1–2 business days of submission
• Once approved, the refund is processed and credited to your original payment method within 7 to 10 working days (excluding public holidays)
• Processing time may vary depending on your bank or payment provider (bKash, SSLCommerz, etc.)

• No refund is issued once a digital service (e.g., AI report, prescription) has been delivered
• If a technical error prevented service delivery, please contact support within 24 hours
• Valid technical issues will be reviewed and refunded at WioCare's discretion

• Refunds for treatment packages are subject to the individual provider's cancellation policy
• Partially used packages are not eligible for a refund

Sample Collection, Medicine Delivery, and Ambulance are real-time, location-based services, so their cancellation and refund rules differ from appointments:

• Sample Collection — cancel before a technician is assigned for a full refund. Once a technician has been dispatched to your location, a visit/collection fee may be deducted.
• Medicine Delivery — cancel before the order is dispatched for a full refund. Once it is out for delivery, only incorrect, damaged, or expired items qualify for a refund or replacement.
• Ambulance — you are never charged before help is on the way. If you cancel before a unit is dispatched there is no charge; once a unit is en route, the dispatch fare may be non-refundable.

Sharing your location is required only to deliver these services and never affects your eligibility for a refund under this policy.

To initiate a refund request, follow these steps:

1. Log in to your WioCare account and navigate to your appointment or order history
2. Select the relevant appointment or transaction and click "Request Refund"
3. If you face any issues, email us at support@wiocare.com with your booking ID and reason for the refund

• Completed consultations or appointments that were attended
• Digital services that have already been delivered
• Subscription fees after the billing cycle has started
• Cancellations made after the applicable refund window has passed

For any refund-related queries, please reach out to our support team:

support@wiocare.com