1. Overview
VigorCare is committed to fair and transparent financial practices. This Refund Policy sets out the conditions under which refunds may be granted, the items that are non-refundable, and the standard process by which approved refunds are returned to customers.
By subscribing to any VigorCare plan or booking a consultation, you acknowledge that you have read and agreed to the terms of this Refund Policy, which forms part of our broader Terms of Use.
2. Refund Eligibility
Customers may be eligible for a refund under the following circumstances:
Provider No-Show
Where a healthcare provider fails to attend a scheduled consultation, the customer may choose either a full refund for that session or free rescheduling at no additional charge.
Patient No-Show
Where a patient is unable to attend due to unforeseen circumstances, a partial refund and/or rescheduling may be considered subject to operational review and attendance history.
Patient Technical Failure
Where attendance at a consultation was prevented solely by a verified patient-side technical failure, a partial refund may be considered subject to evidence review.
Service Failure
Where VigorCare fails to deliver a booked service due to a platform failure or an operational error within VigorCare's control, a refund may be issued following an internal review.
Refund eligibility does not guarantee automatic approval. Each request is individually reviewed against the criteria above.
3. What's Not Refundable
The following are generally non-refundable:
- Completed consultations (where the service was successfully delivered)
- Subscription activation fees
- Administrative and processing fees
- Fees applied to promotional or discounted services
- Services already delivered or consumed
- Any fees specifically identified as non-refundable at the time of purchase
Exceptions to the above may be approved by authorised VigorCare personnel under extraordinary circumstances, at our sole discretion.
4. Refund Processing
Once a refund request is approved, the following standards apply:
- Processing time: Approved refunds will be processed within seven (7) business days from the date of approval.
- Refund method: Refunds are returned to the original payment source wherever possible.
- Documentation: VigorCare reserves the right to request supporting information (e.g. attendance logs, system records) to validate any refund claim before processing.
5. Consultation Interruptions & Service Disruptions
Where a scheduled consultation is disrupted due to platform failures, provider-side technical failures, or other operational issues within VigorCare's control, VigorCare will coordinate the automatic rescheduling of the consultation at no additional charge. Such incidents are documented and reviewed internally.
6. Sponsor-Funded Healthcare Services
VigorCare supports diaspora sponsors who fund healthcare for family members or dependents in Nigeria. Where a refund is eligible for a sponsor-funded service, the refund will be returned to the sponsor's original payment source. All information sharing remains subject to our Privacy Policy and consent requirements.
7. Chargebacks & Payment Disputes
Customers retain the right to dispute transactions through their applicable payment channels. Where a chargeback is initiated, VigorCare will investigate the dispute, review relevant transaction records, and provide supporting evidence to payment processors as required. Customer accounts will remain active during the dispute investigation process unless separate risk concerns exist.
We encourage customers to contact our support team before initiating a chargeback, as most disputes can be resolved directly and more quickly.
8. How to Request a Refund
To submit a refund request, please contact our support team with the following information:
- Your full name and registered email address
- The date and nature of the service or consultation
- Your reason for requesting a refund
- Any supporting evidence (e.g. error messages, screenshots)
Contact Support
Email us at support@vigorcare.com and include "Refund Request" in the subject line. Our team will respond within 2 business days.