Refund & Cancellation Policy

iHealix operates a strictly per-transaction billing model. There are no subscription plans, recurring charges, or membership fees. Every time you use a service — book a consultation, order medicine, request a lab test, or book a nurse visit — the fee for that specific transaction is displayed before you confirm and charged at the point you confirm booking.

Payments are processed by Stripe. iHealix does not store your full card details. Prices are shown in your local currency and are inclusive of any applicable taxes unless stated otherwise.

See our Terms of Service §5 for the full payment terms. This Refund Policy supplements those terms.

The following refund terms apply to video, audio, and chat consultations with independent providers booked through iHealix:

• Cancelled before a provider accepts. If you cancel a consultation request before an independent provider has accepted it, you are entitled to a full refund of the consultation fee.
• Cancelled after acceptance, before the session. If you cancel after a provider has accepted but before the session is due to begin, a full refund is issued provided you cancel at least 15 minutes beforethe scheduled start time. Cancellations within 15 minutes of the start time may incur a late-cancellation charge to cover the provider’s reserved time.
• Technical failure (iHealix-side). If a session cannot proceed due to a technical failure attributable to the iHealix platform (not your device or connection), you are entitled to a full refund or a free rescheduled session, at your choice.
• Provider-initiated referral. If a provider ends a session early because they determine your condition is not suitable for telemedicine and refers you elsewhere, you will receive a full refund for that session.
• Session completed. Once a consultation has taken place — that is, the provider has joined, the session has commenced, and clinical input has been provided — the consultation fee is non-refundable, because the professional service has been delivered. This applies even if you are dissatisfied with the clinical outcome, as iHealix does not control independent providers’ clinical decisions.

For medicine orders placed via the iHealix pharmacy delivery service:

• Cancelled before dispensing. If you cancel an order before the pharmacy has dispensed and packaged the medicines, you are entitled to a full refund.
• Dispensed or in transit. Once medicines have been dispensed and delivery has commenced, they cannot be returned or refunded for safety and regulatory reasons — medicines that have left the controlled environment of a licensed pharmacy cannot be resold or returned to stock.
• Incorrect, damaged, or defective item. If you receive a medicine that is incorrect (not what was prescribed), damaged, or defective — including a failed cold-chain for temperature-sensitive items — contact us within 48 hours of delivery at info@innoedgetech.com. We will investigate with the pharmacy and, where the error or damage is confirmed, arrange a replacement or full refund of the affected item.
• Non-delivery. If an order is not delivered within the estimated delivery window and cannot be located, contact us and we will investigate. Where non-delivery is confirmed, a full refund will be issued.

For lab tests (including home sample collection):

• Cancelled before the phlebotomist is dispatched. Full refund.
• Cancelled after dispatch but before sample collection.A partial refund may apply, minus a call-out charge to cover the phlebotomist’s travel. The applicable charge, if any, will be shown at the time of cancellation.
• Sample collected. Once a sample has been collected and is in transit to the laboratory, the test fee is non-refundable.
• Failed or inconclusive sample. If a sample is rejected by the laboratory as unsuitable (where this is not due to your failure to follow pre-test instructions), we will arrange a retest at no additional charge or a full refund.
• No-show. If you miss the appointment without cancelling at least 2 hours before, the fee may be retained to cover the phlebotomist’s time and travel.

For nurse or doctor home visits:

• Cancelled at least 2 hours before the visit. Full refund.
• Cancelled less than 2 hours before the visit.A cancellation charge may apply to cover the provider’s confirmed travel and reserved time. The applicable charge will be shown at the time of cancellation.
• No-show. If the provider attends at the scheduled time and location and you are not present or do not answer, the fee may be retained in full.
• Provider unable to attend. If a provider cancels or cannot attend, a full refund will be issued or a rescheduled visit offered.

The fastest way to cancel is in the app:

• Consultation— tap your booking in “Consults” and select Cancel before the session starts.
• Medicine order— tap the order in “Orders” and select Cancelwhile the status is “Pending dispensing”.
• Lab test or home visit — tap the booking and select Cancel while within the cancellation window.

If you cannot cancel in the app, email info@innoedgetech.com immediately with your order or booking reference. We will do our best to process cancellations in time, but cannot guarantee a refund if the service has already been fulfilled.

Approved refunds are returned to the original payment method used for the transaction (via Stripe). Processing timelines depend on your card issuer; typical timelines are:

• Credit / debit card: 5–10 business days.
• Where your card has been closed or expired since the original transaction, contact us — we will work with you to arrange an alternative.

We do not issue refunds in cash, vouchers, or to a different payment method without explicit agreement from both parties.

If you believe you have been charged in error, please contact us at info@innoedgetech.com before initiating a chargeback. Most billing concerns can be resolved quickly and directly, and we can typically process a refund faster than a chargeback dispute.

Initiating a chargeback for a transaction that falls within our non-refundable categories (a completed consultation, a dispensed medicine) without first contacting us constitutes a breach of our Terms of Service and may result in suspension of your account and recovery action.

If you believe you have been charged an incorrect amount — an amount that differs from what was displayed before you confirmed your booking — please contact us within 14 days of the charge at info@innoedgetech.com with your order reference and the amount you expected to pay. We will investigate and correct any error promptly.

These Terms and any dispute arising out of or in connection with them or the Service are governed by the laws of the State of Delaware, United States, without regard to its conflict-of-law rules.

Refund questions and requests:

See also: Terms of Service · Privacy Policy · Delete Account.