International Refund and Cancellation Policy
Applicable to All Service Plans, Global Telehealth Consultations, and Second Medical Opinions
At BookTeleMed.com, operated by Healthy Cosmos® Private Limited, we are committed to providing seamless, global access to elite Super Specialist Doctors. Because our specialists reserve dedicated time for your complex medical reviews, late cancellations prevent other patients from accessing life-saving care.
To ensure fairness, operational efficiency, and transparency, the following International Refund and Cancellation Policy applies to all patients globally.
1. Rescheduling an Appointment
- Prior to Provider Confirmation: After making a payment, you may freely reschedule your appointment directly through the MedSafeRecords patient portal at any time before the chosen healthcare specialist has formally accepted the booking.
- After Provider Confirmation (Standard Notice): Once confirmed by the specialist, self-rescheduling is locked. You may request to move your confirmed appointment date free of charge, provided you contact our support team with a minimum of 48 hours’ notice prior to the scheduled consultation time.
- Late Rescheduling (Within 48 Hours): If you request to reschedule within 48 hours of the confirmed appointment time, a mandatory administrative rescheduling fee of USD $10.00 will be applied.
- Platform/Provider Initiated: If your appointment must be rescheduled by the treating physician (e.g., due to medical emergencies) or due to a verified technical failure originating on the BookTeleMed.com platform, you may reschedule your appointment for free.
2. Cancellations, No-Shows, & Technical Responsibilities
- Standard Cancellation (48+ Hours Notice): You may cancel your appointment without penalty if the request is submitted to our team at least 48 hours prior to the scheduled consultation. In this scenario, you are eligible for a 100% refund.
- Late Cancellation (Within 48 Hours): No cancellation requests or refund requests will be entertained if made within 48 hours of the confirmed appointment. The specialist’s time has been exclusively secured for you, and the fee is forfeited.
- Strict Patient “No-Show” Policy: A “No-Show” occurs if you fail to log into the secure video portal at the scheduled time, or if you join the session more than 10 minutes late. No-shows result in the immediate forfeiture of the appointment, and no refunds or credits will be issued.
- Provider Delays: Due to the complex nature of Super Specialty medicine, doctors may occasionally run late. Patients are expected to remain in the virtual waiting room for up to 20 minutes. If the provider is a no-show beyond this grace period, the patient is entitled to a free reschedule or a full 100% refund without any fee deductions.
- Patient-Side Technical Failures: Patients are strictly responsible for ensuring they have a stable internet connection, a functioning webcam/microphone, and a compatible browser prior to the appointment. Missed appointments or dropped calls resulting from patient-side hardware, software, or local network failures do not qualify for a refund or free reschedule.
3. Clinical Terminations
- Out of Scope: If, during the consultation, the Super Specialist determines that your condition constitutes a medical emergency or falls completely outside the scope of virtual care, they may terminate the session. In such clinical dismissals, BookTeleMed.com will issue a full refund in Platform Credit.
- Code of Conduct Violations: If a session is terminated by the provider due to patient abuse, harassment, or inappropriate conduct, the consultation fee is completely forfeited and no refund will be issued.
4. Refund Mechanics and Payment Modes
When a patient is eligible for a refund, the following financial mechanics apply:
- Default Mode (Platform Credit): By default, eligible refunds are credited to your patient account as BookTeleMed Credit Points for the full 100% value of the transaction. These credits do not expire and can be applied toward any future consultation. Legal Note: Credit Points hold zero cash value, cannot be transferred to another individual, and cannot be redeemed for cash outside of the platform.
- Original Payment Method Mode: If you explicitly choose to have an eligible refund routed back to your original payment method (e.g., credit card, bank transfer) instead of Credit Points, you must formally request this via our support team. Please allow 7 to 14 business days for the funds to reflect in your account, depending on your financial institution.
- International Processing Fee: For patient-initiated cancellations routed back to the original payment method, a fixed international administrative fee of USD $10.00 will be strictly deducted from the refund total. This deduction covers non-refundable banking fees, currency conversion losses, and expenses levied by international financial intermediaries. (Note: This $10 fee is waived if the cancellation was initiated by the provider or a platform-side error).
5. Zero-Tolerance Chargeback Policy
By utilizing BookTeleMed.com, you agree to abide by this policy. If you miss an appointment, cancel within the 48-hour locked window, experience a patient-side technical failure, or disagree with a specialist’s medical opinion, you are strictly prohibited from initiating a “chargeback” or payment dispute with your credit card issuer or bank.
In the event of an unwarranted chargeback, Healthy Cosmos® Private Limited will submit this legally binding agreement, along with your digital access logs and IP address, to the financial institution to dispute the claim. Fraudulent chargebacks will result in a permanent ban from the BookTeleMed.com platform and may be forwarded to international collections.
6. Disputes and Clarifications
If you require clarification regarding this policy, please contact our customer support team immediately through the website portal or by emailing hello@booktelemed.com. All technical disputes must be reported within 24 hours of the incident. We will make every effort to address your concerns fairly.
7. Modification of Policy
Healthy Cosmos® Private Limited reserves the absolute right to amend, update, or modify this International Refund and Cancellation Policy at any time without prior individual notice. The most current version of this policy will govern all transactions. Users are encouraged to review this policy periodically when availing of new services.
*All patient consultations are voluntary with their expressed consent.
