Zenty Online is committed to providing high-quality medical services to our customers. We understand that circumstances may arise where a customer needs to request a refund for a service booked through our platform. This Refund Policy outlines the conditions under which refunds will be granted, the process for requesting a refund, and the methods of refund. By using Zenty Online’s services, you agree to be bound by this policy. If you have any questions or need further assistance, please contact our Customer Support team.
This Refund Policy applies to all services booked through the Zenty Online platform, including doctor house calls, nursing visits, therapy sessions, diagnostic tests, and any other services provided by our medical professionals. The policy covers both payments made by customers and the amounts paid to service providers. Please note that if you are using a subscription or package, different terms may apply; please refer to the terms of your subscription for specific refund conditions.
Refunds will be considered under the following conditions:
If Zenty Online needs to cancel a service appointment for any reason (e.g. unforeseen circumstances, unavailability of a provider, or safety concerns), you will be entitled to a full refund of the amount you paid. Zenty Online will attempt to reschedule the service whenever possible, but if a reschedule is not feasible, we will process a refund for the service. If you have already paid for the service, we will initiate a refund within the timeframe specified in Section 5.
Within 24 Hours of Booking: If you cancel a service booking within 24 hours of the scheduled appointment time, you are eligible for a full refund of the service fee. This allows ample time for us to reschedule or reassign the provider. To cancel within this window, you should contact our Customer Support team as soon as possible. Please note that cancellations made outside of this 24-hour window may not be eligible for a full refund (unless covered by other conditions outlined below).
Outside of 24 Hours: If you cancel a service more than 24 hours before the scheduled appointment time, you may be eligible for a partial refund. The partial refund will be calculated as follows: Zenty Online will retain a small fee to cover administrative costs, and the remainder will be refunded to you. The administrative fee is typically equivalent to Zenty Online’s 5% service commission on the service, as illustrated in the chart below.
For example, if you cancel a R1,000 service with less than 24 hours notice, Zenty Online will retain R50 (the 5% commission) and refund R950 to you. This partial refund policy ensures that Zenty Online can recoup its costs for scheduling and preparing for the service, while still offering flexibility to customers who cancel outside the initial 24-hour period.
Non-Refundable Deposits: In some cases, Zenty Online may require a deposit for certain services (for instance, if a specialized service or equipment is required). Deposits are non-refundable if the service is canceled, as they are intended to secure the booking and cover any pre-arranged costs. If you cancel a service that required a deposit, the deposit will not be refunded, and the partial refund (if applicable) will be calculated based on the remaining balance of the service fee after deducting the deposit.
If a service request is deemed invalid or cannot be fulfilled (for example, if the address provided is incorrect or if the nature of the request does not match the service category), Zenty Online will cancel the booking and issue a full refund. We will inform you of the cancellation and the reason, and you will receive a refund of any payments made. If you have already paid, we will process the refund within the timeframes specified in Section 5.
If a Zenty Online medical provider is unable to attend the appointment due to unforeseen circumstances (e.g. illness or emergency) and cannot be replaced by another qualified provider within a reasonable time, you will be eligible for a full refund. Zenty Online will attempt to arrange an alternative provider or reschedule the service, but if this is not possible, we will issue a refund. You will be notified promptly of the situation, and if a refund is due, it will be processed as per Section 5.
In some cases, a customer may not be able to receive a service due to medical reasons. For example, a patient might become ill or injured on the day of an appointment and be unable to be examined. If the provider determines that the service cannot be safely or effectively delivered under the circumstances, and the customer is unable to reschedule for a later time, Zenty Online will consider a partial or full refund on a case-by-case basis. This decision will be made by our medical team in consultation with the customer. If a refund is granted in such cases, it will typically be processed as a full refund of the service fee, as the provider was unable to fulfill the service due to circumstances beyond the customer’s control.
To request a refund, please follow these steps:
Zenty Online will process refunds within the following timeframes:
Please note that the timeframes are subject to the processing times of your financial institution. Once the refund is initiated, it may take an additional 3-5 business days for the funds to appear in your account, depending on your bank or payment provider.
Zenty Online will refund the amount you paid for the service to the original payment method. If you paid by credit card, the refund will be made to that card. If you paid by other means (e.g. a mobile payment app or cash), the refund will be returned to the same source. Zenty Online does not charge any additional fees for processing refunds; however, please be aware that your bank or payment provider may impose their own fees for refunds.
As mentioned in Section 3.2, Zenty Online may retain a portion of the service fee for partial refunds (specifically, the 5% commission). This retained amount is not a fee charged to you but is necessary to cover Zenty Online’s operational costs for the booking. The breakdown of the refund is as follows:
This breakdown ensures transparency and aligns with Zenty Online’s business model of earning a commission on each service booking.
Please be aware of the following exclusions and limitations:
Zenty Online will communicate the status of your refund request and any decisions to you promptly. If a refund is granted, you will receive a confirmation email or notification. If a refund is not granted, you will be informed of the reason and given an opportunity to discuss the matter further with our Customer Support team. We value clear communication and will do our best to keep you updated throughout the refund process.
If you have any questions about this Refund Policy or need assistance with a refund request, please contact Zenty Online’s Customer Support team. You can reach us by phone at [Phone Number], by email at [Email Address], or through the contact form on our website. Our support team is available [Hours of Operation] and will be happy to help you.
Zenty Online may update this Refund Policy from time to time. Any changes will be effective immediately upon posting on our website. We encourage you to review this policy regularly for any updates. By continuing to use Zenty Online’s services after any changes to the policy, you agree to be bound by the updated terms.
Thank you for choosing Zenty Online. We are committed to providing excellent service and ensuring your satisfaction. If you have any concerns or need further clarification, please do not hesitate to contact us. We are here to assist you.
