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Refund & Cancellation Policy

Clinic Management Software, Doctor Listings & Online Consultations

Effective 2026-05-14 · Last updated 2026-05-14 · Version 1.0

1. About This Policy

This Refund & Cancellation Policy (the “Policy”) sets out the terms on which Users of the vcure platform (operated by the registered business ilaaj.app) may cancel transactions and claim refunds. It is a standalone document required by the State Bank of Pakistan, the applicable card scheme rules, and the payment service providers engaged by vcure. It forms an integral part of vcure’s Terms and Conditions.

By placing any Order on the Platform — whether booking an online Consultation as a Patient, or subscribing to the Clinic Management Software (CMS) as a Doctor or Clinic — you confirm that you have read, understood and accepted this Policy in full. Capitalised terms used but not defined here have the meanings given in the Terms and Conditions.

Important. In the event of any conflict between this Policy and the Terms and Conditions on any matter of refund or cancellation, this Policy shall prevail.

2. Scope

This Policy applies to two distinct types of transactions:

  • Patient Consultation bookings — fees paid by Patients to book a Consultation with a listed Doctor through the Platform.
  • Doctor / Clinic CMS Subscriptions — fees paid by Doctors or Clinics to use the Clinic Management Software.

Each transaction type is governed by the rules specific to it as set out below. The general provisions in Sections 5 to 9 apply to both.

3. Patient Consultations — Refund & Cancellation Rules

3.1 Cancellation by the Patient

3.1.1 More than 24 hours before the Appointment — 100% Refund. Where a Patient cancels a Consultation booking by giving notice more than twenty-four (24) hours before the scheduled Appointment time, the Patient shall be entitled to a refund of one hundred percent (100%) of the consultation fee paid.

3.1.2 On the day of the Appointment (less than 24 hours’ notice, but before the Appointment time) — 50% Refund. Where a Patient cancels on the same calendar day as the scheduled Appointment — that is, within twenty-four (24) hours of the Appointment time but before the Appointment commences — the Patient shall be entitled to a refund of fifty percent (50%) of the consultation fee paid. The remaining fifty percent (50%) is retained to compensate the Doctor for the reserved time slot.

3.1.3 After the Appointment time / No-show — No Refund. Where the Patient fails to appear at the scheduled time, cancels after the Appointment time has commenced, or fails to provide any cancellation notice, the consultation fee shall be fully non-refundable.

3.1.4 Services Already Rendered — No Refund. Once a Consultation has commenced or been completed, the consultation fee is non-refundable, even if the Patient is dissatisfied with the clinical opinion, provided the Doctor acted in good faith and held a valid registration at the time. Clinical complaints may be addressed through the grievance procedure in Section 8 and, where appropriate, escalated to the Pakistan Medical & Dental Council (PMDC).

3.2 Cancellation by the Doctor or by vcure

  • Doctor cancels or no-shows: Where the Doctor cancels or fails to appear at the booked time, the Patient shall be entitled, at the Patient’s option, to either (i) a free reschedule with the same or another available Doctor, or (ii) a full one hundred percent (100%) refund.
  • vcure cancels: Where vcure cancels a Consultation due to a technical failure, payment-verification issue, fraud-prevention measure, regulatory restriction, or other operational reason, the Patient shall be entitled to a full one hundred percent (100%) refund.

3.3 How to Cancel a Consultation

  • Use the in-app cancellation feature where available; or
  • Send an email to support@vcure.app quoting the booking ID, the Patient’s name, the Appointment Date/time, and the reason for cancellation.

Cancellation takes effect from the time the request is duly received by vcure (in the case of email, the timestamp of receipt on vcure’s server shall be authoritative).

4. Doctor / Clinic CMS Subscriptions — Refund & Cancellation Rules

4.1 First Trial Week — 100% Refund Window

Every Doctor or Clinic subscribing to the CMS for the first time enjoys a first trial week, being the period of seven (7) calendar days commencing on the start date of the first paid Subscription. If the subscriber cancels the Subscription in writing — either through the in-CMS cancellation feature or by emailing support@vcure.app — at any time within the first trial week, vcure will cancel the Subscription with effect from the date of cancellation and refund one hundred percent (100%) of the Subscription fee already paid for that billing cycle.

4.2 After the First Trial Week — No Refund for the Current Cycle

If the subscriber does not cancel within the first trial week, the full subscription fee for the then-current billing cycle (typically one (1) month) shall be deemed earned and shall not be refundable, whether or not the CMS is actually used during that cycle. Any cancellation submitted after the first trial week will take effect at the end of the then-current billing cycle, after which no further charges will be levied and the subscriber’s access to the CMS will be deactivated.

4.3 Renewals & Subsequent Billing Cycles

  • Trial week applies only once: The first trial week applies solely to a subscriber’s first ever paid Subscription. It does not apply to renewals, re-subscriptions after a previous Subscription has lapsed or been cancelled, upgrades, downgrades, or to additional seats/branches added to an existing Subscription.
  • Auto-renewals: Auto-renewed Subscription fees are non-refundable once the new billing cycle has commenced, save where mandatory law requires otherwise or vcure expressly agrees in writing.
  • Cancelling auto-renewal: Subscribers may cancel auto-renewal at any time before the next renewal date through the CMS or by contacting support. Cancellation will take effect at the end of the current billing cycle, and access to the CMS will continue until then.

4.4 Cancellation by vcure

  • Termination for cause: vcure may suspend or terminate a Subscription for breach of the Terms and Conditions, non-payment, fraudulent activity, regulatory restriction, or risk to patient safety. In cases of termination for cause, no refund of the current billing cycle shall be payable.
  • Termination without cause: If vcure terminates a Subscription without cause and outside the first trial week, vcure shall refund the pro-rata portion of the Subscription fee corresponding to the unused remainder of the then-current billing cycle.

4.5 How to Cancel a Subscription

  • Use the cancellation feature within the CMS; or
  • Send an email to support@vcure.app from the registered email address, quoting the subscriber’s name, CMS account ID, and the date from which cancellation is requested.

5. Refund Processing & Mode

  • Original payment instrument only: All approved refunds will be processed strictly to the original payment instrument used for the transaction (the same card, mobile wallet, or bank account). Refunds in cash, to alternative cards, or to alternative instruments will not be entertained.
  • Initiation timeline: vcure will initiate approved refunds within three (3) Working Days of approval.
  • Settlement timeline: Once initiated, the actual time for the refund to reflect in the User’s account depends on the issuing bank, card scheme or wallet, and is typically seven (7) to fourteen (14) Working Days. vcure is not responsible for delays attributable to third parties such as banks, schemes, or wallet operators.
  • Currency: Refunds are made in Pakistani Rupees (PKR). vcure does not bear any exchange-rate loss or third-party currency-conversion charge that may apply for cards issued outside Pakistan.
  • Deductions: Non-recoverable third-party charges (such as bank charges, payment-gateway fees on certain instruments, or applicable taxes already remitted to the authorities) may be deducted from the refund amount where vcure is unable to recover them. Such deductions, where applied, will be clearly itemised.

6. Non-Refundable Items

Notwithstanding anything elsewhere in this Policy, the following are strictly non-refundable except where required by mandatory law or expressly stated otherwise:

  • Consultation fees for commenced or completed Consultations (Section 3.1.4);
  • No-show Consultations and cancellations after the Appointment time (Section 3.1.3);
  • Subscription fees for any billing cycle not cancelled within the applicable first trial week (Section 4.2);
  • Auto-renewed Subscription fees once the renewed billing cycle has commenced (Section 4.3);
  • Fees for add-on services, premium or featured listings, promotional placements, or one-time setup/onboarding charges, once delivered;
  • Bank charges, payment-gateway charges, taxes already remitted, or other third-party costs that are non-recoverable;
  • Any amount in respect of, or arising from, misuse, fraud, chargeback abuse, or breach of the Terms and Conditions by the User.

7. Disputes, Chargebacks & Suspected Fraud

If you believe a transaction is incorrect or unauthorised, you must first contact vcure support in writing within seven (7) Working Days of the transaction so that we may investigate. Where appropriate, vcure will coordinate with the relevant payment service provider and your issuing bank.

Initiating a chargeback with your card issuer without first attempting good-faith resolution with vcure may, at vcure’s discretion, result in suspension of your account, cancellation of pending Orders and Subscriptions, and forfeiture of any pending payouts.

vcure reserves the right to refuse, withhold, or claw back any refund where it has reasonable grounds to suspect fraud, abuse of this Policy, abuse of promotional credits, or breach of the Terms and Conditions. Where applicable, such cases may be reported to the Federal Investigation Agency (FIA) and other competent authorities.

8. Grievance Redressal

If you are not satisfied with the handling of a refund or cancellation request, you may escalate the matter to vcure’s support team at support@vcure.app. vcure will acknowledge such complaints within three (3) Working Days and will endeavour to resolve them within fifteen (15) Working Days of acknowledgement. Payment-related complaints may also be escalated to the relevant payment service provider and issuing bank in accordance with the State Bank of Pakistan’s complaint-handling regime. Clinical complaints relating to a Doctor’s conduct may be escalated to the PMDC.

9. Governing Law & Jurisdiction

This Policy is governed by the laws of the Islamic Republic of Pakistan. The competent civil courts located in Lahore, Punjab, Pakistan shall have exclusive jurisdiction over any dispute arising out of or in connection with this Policy. The provisions of the Terms and Conditions on pre-litigation resolution, governing law and dispute resolution (Clause 9 of the Terms) apply equally to this Policy.

10. Amendments to This Policy

vcure may amend this Policy at any time at its sole discretion. Material changes will be notified via the Platform, email or in-app notice. Continued use of the Platform after publication of revised terms constitutes acceptance.

11. Contact Us

For any refund or cancellation request, or any question on this Policy, please contact ilaaj.app (Brand: vcure) — Customer Support Email: support@vcure.app, Helpline: 0324-8118058, Registered Address: 352M, Model Town M Block, Lahore, Pakistan.

Contact Us

ilaaj.app (Brand: vcure)

support@vcure.app

0324-8118058

352M, Model Town M Block, Lahore, Pakistan

Acknowledgement

By placing any Order on the vcure Platform — whether a Consultation booking or a CMS Subscription — you confirm that you have read, understood and accepted this Refund & Cancellation Policy in full.