Sign up today for Newsletters

Refunds & Returns Policy - LexMedical

Effective: September 5, 2025

Refunds & Returns Policy — LexMedical

This policy applies to digital healthcare services provided via Lexy (symptom checker/triage) and XCare Con (telemedicine) No physical goods are sold; therefore, there are no physical 'returns'. This policy governs refunds, reschedules, and service credits.

Definitions

“Consult” means a paid telemedicine session with a licensed clinician.
“Service credit” means a percentage discount token (e.g., 25% off one consult) applied at checkout.
“No‑show” means the user does not join or is unreachable for the booked consult slot.

Eligibility for Refunds

Service not delivered: you paid but no consult occurred due to a platform or scheduling failure attributable to us, and a reschedule was declined.
Technical failure: repeated platform or network failure on our side prevents the consult from starting or continuing (after troubleshooting), and a reschedule was declined.
Clinician unavailability: clinician fails to join within 20 minutes of the scheduled/assigned time and you choose not to reschedule.
Duplicate charge or wrong amount: proven duplicate payment or billing error.
Fraud: confirmed unauthorized transaction on your account.

Non‑Refundable Situations

Completed consults (where a clinician has provided care), including referral letters already issued.
No‑show by the user or late cancellation.
Third‑party services and fees (e.g., labs, diagnostics, prescriptions) not billed by us.
Expired or redeemed service credits/discount tokens, and promotional incentives.
Outcomes where no consult was billed by XCare Con.

Rescheduling & Cancellations

Instant/queue consults: where available, this are on-demand virtual visits where the patient joins a live queue and is assigned to the next available clinician—no scheduled appointment time is reserved.

You may cancel without charge until a clinician is assigned. If no clinician joins within 5 minutes of assignment, you may cancel at no charge. After this, cancellations are non-refundable.

Scheduled consults: Pre-booked virtual or in-person visits set for a specific date and time with a chosen clinician.

Free reschedule or cancellation up to 2 hours before start time. Inside the 2‑hour window, the booking is treated as a no‑show unless support approves an exception.
One free reschedule per booking. Additional changes may incur fees.

Service Quality & Satisfaction (CSAT)

If you rate a consult 1‑2/5, our team will review the case. Where a quality issue is confirmed, we may offer service recovery (e.g., 25% off your next consult). Cash refunds are discretionary and reserved for clear service failures.

Requesting a Refund or Reschedule

Contact us within 72 hours of the issue at https://carekonnectdev.blob.core.windows.net. Support Phone:
WhatsApp:
Provide: full name, phone/WhatsApp number, booking ID, date/time, and a short description of the problem (screenshots if available).
We typically respond within 1 business day and aim to resolve within 7‑10 business days. Approved refunds are returned to the original payment method; processing times may vary by provider.

Chargebacks & Disputes

Important Notice

If you are considering a card chargeback, please contact us first— we can often resolve more quickly. If a chargeback is filed, we will submit consult logs and chat records to the payment provider as evidence.

Fraud, Abuse & Fair Use

We reserve the right to reject or reverse refunds where we detect abuse (e.g., repeated no‑shows, misuse of promotions) or fraud. Accounts may be limited per our Terms of Use.

Policy Changes & Governing Terms

This policy works together with our Terms of Use and Privacy Policy on lexmedical.net/carekonnect.net. If there is a conflict, the Terms of Use prevail. We may update this policy to reflect operational or regulatory changes.

Contact