Nomadoc Reimbursement Policy

Updated on March 6, 2024

Overview

This reimbursement policy outlines the terms and conditions for appointment cancellations, changes, and refunds for both patients and healthcare providers using the Nomadoc platform. By using our services, you agree to comply with these policies.

Patient Cancellation Policy

Cancellations Before 24 Hours

Patients may cancel or request changes to their appointments without penalty if the cancellation or change request is made at least 24 hours before the scheduled appointment time. In such cases:

• Full refund of the consultation fee will be processed
• Refund processing time is typically 3-5 business days
• The refund will be credited to the original payment method

Cancellations After 24 Hours

If a patient cancels or requests changes to their appointment less than 24 hours before the scheduled time, the following applies:

• A cancellation penalty of 500 MXN will be charged to the patient
• The remaining consultation fee (minus the 500 MXN penalty) will be refunded
• This penalty compensates the healthcare provider for the lost appointment slot
• Short-notice cancellations make it unlikely for providers to fill the time slot with another patient

Processing Fee Policy

Important: The Nomadoc processing fee is refundable only if the patient and provider do not come to a timeslot agreement or if the provider cancels the appointment. This fee covers:

• Messaging channel fees
• Payment processing services and money transfer fees that are not returned to us when a patient cancels

Provider Cancellation Policy

Provider-Initiated Cancellations

When a healthcare provider cancels an appointment, regardless of timing:

• No charges will be applied to the patient
• Full refund of all fees (including consultation fee) will be processed
• The processing fee will also be refunded in provider-initiated cancellations
• Patients will be notified immediately and offered alternative appointment slots
• Priority rebooking assistance will be provided

Emergency Cancellations

In cases of medical emergencies, natural disasters, or other unforeseen circumstances affecting the provider:

• Full refund will be processed immediately
• No penalties apply to either party
• Nomadoc will assist in finding alternative providers when possible

No shows

If a patient fails to attend a scheduled appointment without a 3 hour prior notice, no refund will be issued unless the provider agrees to give a refund.

Refund Processing

Processing Timeline

• Eligible refunds are processed within 24-48 hours of cancellation
• Credit card refunds typically appear within 3-5 business days

Refund Method

Refunds will be processed using the same payment method used for the original transaction. If the original payment method is no longer available, alternative arrangements will be made on a case-by-case basis.

Special Circumstances

Technical Issues

If technical problems on the Nomadoc platform prevent an appointment from taking place:

• Full refund will be processed
• No penalties apply to either party
• Alternative appointment arrangements will be offered

Dispute Resolution

If you disagree with a cancellation charge or refund decision:

• Contact our customer support team within 7 days of the incident
• Provide all relevant documentation and details
• Our team will review your case within 2-3 business days
• Final decisions will be communicated in writing

Contact Information

For questions about this reimbursement policy or to request a refund, please contact us:

• Email: contact@nomadoc.com.mx
• Response time: Within 24 hours during business days

Policy Updates

Nomadoc reserves the right to update this reimbursement policy at any time. Users will be notified of significant changes via email and platform notifications. Continued use of the platform after policy updates constitutes acceptance of the new terms.

Legal Compliance

This reimbursement policy complies with Mexican consumer protection laws and international healthcare service regulations. In case of conflicts between this policy and applicable local laws, local laws will take precedence.