Refunds
Updated:
The short version: if we do not deliver the call, you get your money back.
If no doctor joins
You get a full refund, without having to ask. We send it the moment we know nobody joined; after that your bank decides how quickly it appears, which can take a few weeks. If it has not reached you within a month, email us and we will chase it.
If you cancel
Cancel more than 24 hours before the call and you get everything back. Inside those 24 hours the fee is not refundable: a doctor has held that time around a hospital shift, and by then nobody else can use it.
If something has happened that makes that look unfair, write to us. We would rather hear it than have you decide we are the kind of company that hides behind a rule.
If you are in the EU or the UK, the law gives you more than that rule does: you can cancel within 14 days of booking, at any point before the call takes place, and get all of your money back. The terms set that out in full.
If you move the appointment
Moving a booking costs nothing, as long as you tell us more than 24 hours before it starts. Reply to your confirmation email and we will move it.
Inside those 24 hours, moving it is the same as cancelling it: the fee for the original time is not refundable, and a new time is a new booking.
If you miss the call
Your doctor waits 5 minutes. After that the appointment counts as having happened and is not refunded. They held the time and turned up for it.
That is a short wait, so join a few minutes early. If what kept you out was something at our end: the link, the website, the video. That is not a missed appointment and you are not paying for it.
If your connection fails
Open the same link again and you rejoin, and your doctor stays for the rest of your slot. If the call cannot be completed at all and that was not something you could help, tell us: we will book you in again at no charge, or refund you in full if you would rather not.
If the call happened
A consultation that took place is not refunded because of what it concluded.
You are paying for a doctor's time and judgement. A doctor who listens, considers and tells you that you do not need a prescription, or that you need to be seen in person instead, has done the work you paid for. That is not a failed consultation; quite often it is the most useful possible outcome.
If you believe the consultation itself fell short (the doctor did not turn up on time, the call was cut short at our end, something went wrong that was ours) write to us and say so. We would rather hear it.
How to ask
Email realdoc@bamboo.co.th with your booking reference, which is on your confirmation and looks like RD-ABC123.
A refund goes back to the card you paid with, through Payso. We send it as soon as we have agreed it, and how long it then takes to appear is your bank's decision rather than ours. In Thailand that can be anything from a few days to a few weeks, and it sometimes lands on the following statement. We cannot make a bank faster, and we cannot send the money anywhere other than the card it came from.