Return and Refund Policy
Effective 29 July 2026. This policy explains cancellations, refund eligibility, and how refunds are handled for SL MedTube virtual consultation bookings.
SL MedTube supplies time-limited virtual consultation services rather than physical goods. Nothing needs to be physically returned. Refunds are assessed according to booking, payment, confirmation, and consultation activity.
1. When a full refund is generally available
You may request a full refund when the doctor declines the booking after payment; SL MedTube or the doctor cancels and cannot offer a reasonable alternative; the same booking was charged more than once; payment was completed but the booking cannot be delivered because of a verified SL MedTube system failure; or a card payment is confirmed by PayHere but no corresponding booking can be recovered or provided.
2. Cancellation before consultation access begins
If you ask to cancel before the booking is confirmed and before consultation access begins, we will normally approve a refund after verifying payment. If the doctor has already reserved time or the booking is close to its agreed start, reasonable payment-provider or administrative costs may be deducted where permitted and clearly explained. You may instead request rescheduling, subject to availability.
3. When a refund is generally unavailable
A refund is generally unavailable after the consultation period begins and you have sent or received a consultation message, joined a voice or video call, or otherwise used the service; if you miss the agreed consultation without reasonable notice; if access failed because of your device, browser permissions, internet connection, or failure to attend; if you supplied incorrect contact or booking information; or solely because you disagree with a professional medical opinion or did not receive a requested diagnosis, medicine, certificate, or referral.
4. Partial refunds and service issues
If only part of a paid service could be delivered because of a verified platform or provider issue, SL MedTube may offer a reasonable extension, rescheduled consultation, service credit, or partial refund based on the unused portion. The appropriate remedy depends on consultation activity, package duration, and the circumstances.
5. How to request a refund
Email [email protected] as soon as possible and preferably within seven calendar days of the cancellation or service issue. Include your name, mobile number, booking reference, payment method, payment reference, reason for the request, and relevant evidence. Do not email complete card details, passwords, or OTP codes.
6. Review and decision
We may review booking timestamps, confirmation status, consultation-room activity, payment records, technical logs, and communications needed to assess the request. We aim to acknowledge requests within two business days and communicate a decision within seven business days, although bank, payment-provider, fraud, or technical investigations can take longer.
7. How approved refunds are paid
Approved card refunds are normally returned through the original payment channel where supported. Approved bank-transfer refunds require verified account details belonging to the payer or another lawfully authorized recipient. Processing by PayHere, banks, card issuers, or other providers may take additional time after SL MedTube authorizes the refund.
8. Failed, pending, or reversed payments
A failed or abandoned payment is not a completed purchase. A pending transaction may require confirmation from PayHere or the relevant bank before a booking or refund can be finalized. If your bank shows a debit but SL MedTube has not received confirmation, send the transaction reference to support so it can be traced. Some temporary card authorizations are released automatically by the issuing bank.
9. Bank-transfer accuracy
You are responsible for transferring to the displayed doctor bank account and entering an accurate reference. Payments sent to an unrelated or incorrectly entered account may not be recoverable by SL MedTube. We will provide reasonable assistance where possible but cannot guarantee recovery from a third party.
10. Statutory rights and updates
This policy does not limit any non-excludable rights or remedies available under applicable Sri Lankan law. We may update the policy for operational, payment-provider, or legal changes. The effective date above identifies the version applying when your booking was made.