This Refund, Return and Cancellation Policy ("Refund Policy") explains when you may request a refund and how refunds are processed for payments made on Heala, including payments processed via Flutterwave. This policy is intended to be transparent and compliant with applicable Nigerian consumer protection rules.

General rules

We aim to treat customers fairly. Where Nigerian law requires refunds or cancellations to be honoured (for example, in cases of defective goods, non-delivery, or misrepresentation), this policy will be interpreted in a way that gives effect to those legal rights.

If your situation is not covered below, contact us and we will review it on a case-by-case basis.

Eligible refund scenarios

• Failed transactions: Your account was debited but you did not receive confirmation and the Service was not delivered.
• Duplicate charges: You were charged more than once for the same order/appointment/subscription.
• Non-delivery: You paid for a Service or product and we did not deliver it within the timeframe shown on the Platform (excluding delays caused by incorrect customer information or events outside our control).

Appointment cancellation

If you book an appointment/consultation:

• Cancellations made more than 24 hours before the scheduled time: full refund or reschedule at no cost.
• Cancellations made within 24 hours of the scheduled time: we may charge a reasonable cancellation fee (for example, to cover provider time), and refund the balance.
• No-shows or cancellations after the scheduled time: usually no refund, except where required by law or where you have a valid reason supported by evidence.

Subscriptions and digital services

• Monthly subscriptions: you can cancel anytime; cancellation prevents the next renewal. Fees already paid for the current billing period are generally non-refundable once the Service has been made available, except where required by law or where the Platform materially failed to provide the Service.
• Annual/long-term subscriptions: where allowed, refunds may be pro-rated for the unused portion, less any reasonable administrative fees, unless stated otherwise at checkout.
• Digital content/downloads: once a download link has been accessed or digital content has been delivered, refunds are generally not available unless the content is defective, misdescribed, or not delivered.

How to request a refund

Send a refund request to healacare@gmail.com with:

1. Your full name
2. Transaction reference
3. Date and amount paid
4. The product/service purchased
5. The reason for the request

Where relevant, include supporting evidence (e.g., screenshots, delivery proof, photos of defects).

Refund method and timelines

Approved refunds are typically sent back to the original payment method used. Refund timing depends on the payment channel and your bank/payment provider. As a guideline:

• Card refunds may take 3-15 business days
• Bank account refunds may take 24-48 business hours

Delays may occur outside our control. We will notify you when the refund has been initiated.

Chargebacks and disputes

If you are dissatisfied, please contact us first so we can resolve the issue quickly. If you lodge a dispute with Flutterwave, your bank, or a card scheme, we may request information from you and we may provide relevant records to the payment provider to resolve the dispute.

Abuse and fraud

We may deny refund requests where we reasonably suspect fraud, abuse of the refund process, or a violation of our Terms. This does not affect any non-excludable rights you may have under Nigerian law.

Contact

Refund and cancellation requests: healacare@gmail.com