Refund, Cancellation & Complaint Policy
Transparent Cancellation Windows, bKash/Nagad/SSLCommerz Reversals & Consumer Redressal SLA (DNCRP)
Enforces live booking hold expiration (30 min), cancellation rules, 7–14 banking day refund reversal via `appointment_refunds`, and 24-hour Care Desk complaint resolution SLA (`DH-CNT-...`).
1. Unpaid Slot Holds & Automatic Cancellation Timer
To preserve fair access to specialist calendars, pending unpaid bookings hold the selected slot for 30 minutes. Unpaid holds auto-cancel without penalty once expired, releasing capacity back to public search. Active system policy: "Patients may cancel confirmed slots prior to consultation start; unpaid holds expire automatically after 30 minutes."
2. Paid Doctor, Telemedicine & Diagnostic Cancellation Tiers
(a) Cancellation >= 6 hours before slot or Provider-initiated cancellation/no-show: 100% refundable; (b) Cancellation 2–6 hours before slot: eligible for free one-time reschedule OR 85% refund (15% slot-allocation adjustment); (c) No-show without prior notice after consultation window starts: non-refundable unless documented medical emergency; (d) Diagnostic Home Service cancelled prior to phlebotomist dispatch: 100% refundable; (e) Pharmacy COD/Prepaid orders cancelled prior to OTP courier dispatch: 100% refundable.
3. Refund Channels, Timelines & Multi-Currency Settlement
Live system refund rule: "Approved digital gateway refunds (bKash, Nagad, SSLCommerz cards) settle back to source account within 7–14 banking days under Bangladesh Bank rules." Approved refunds tracked in Admin Refunds (admin/refunds.php) process strictly back to original payment source (bKash, Nagad, SSLCommerz Visa/Mastercard/Amex, or international gateway) within 7–14 banking days; cash payments made at hospital desks refund at the respective hospital billing counter with invoice receipt.
4. Duplicate Charge & Failed Gateway Protection
If funds debit during a gateway timeout without booking confirmation, automated webhook reconciliation verifies status within 2 hours and triggers immediate gateway reversal or manual Care Desk refund within 72 hours.
5. Formal Complaint Desk, Tracking ID & Consumer Rights SLA
Patients may file complaints via Contact Desk (contact.php) generating a traceable reference (`DH-CNT-...`) routed to admin/messages.php. Acknowledgment occurs within 4 business hours, clinical/billing investigation concludes within 48 hours, and unresolved grievances remain appealable under the Consumer Rights Protection Act 2009 (DNCRP Bangladesh).