Policies & Terms
iBam Health is committed to transparency, data privacy, and the highest standard of patient care.
Refund & Cancellation Policy
Effective Date: 20 July 2026 · Version 1.01. Telemedicine Consultations
1.1 Patient-initiated Cancellation
| Cancellation Timing | Refund |
|---|---|
| More than 24 hours before scheduled appointment | 100% refund |
| 2–24 hours before scheduled appointment | 50% refund |
| Less than 2 hours before appointment | No refund |
| No-show (patient does not join within 15 minutes) | No refund |
1.2 Doctor-initiated Cancellation or No-Show
If the doctor cancels or fails to join within 15 minutes of the scheduled time, you are entitled to a 100% refund or, at your option, a free rescheduled consultation with the same or another available doctor.
1.3 Technical Failure
If a consultation is cut short or cannot proceed due to a verified fault in the iBam Health platform (not your device or internet connection), you will receive a 100% refund or the option to reschedule at no charge. Technical issues must be reported within 2 hours of the scheduled session.
1.4 Completed Consultations
Once a consultation has been completed (the session has ended and both parties participated), fees are non-refundable unless a medical negligence complaint is substantiated through our formal complaints process (see Section 6).
2. Pharmacy Orders
2.1 Order Cancellation
| Scenario | Refund |
|---|---|
| Cancelled before pharmacy begins processing | 100% refund |
| Cancelled after processing has started | No refund (pharmacy has committed resources) |
| Item(s) out of stock — pharmacy unable to fulfil | 100% refund for unfulfilled items |
2.2 Delivery Issues
- Wrong medication or dosage delivered: 100% refund or free replacement within 48 hours of delivery. Report within 6 hours of receiving the order.
- Damaged or tampered packaging: 100% refund or replacement. Report within 6 hours with photo evidence.
- Non-delivery (dispatch confirmed but not received): 100% refund after a 48-hour investigation period. Report within 24 hours of estimated delivery.
- Delivery to wrong address due to patient error: No refund.
2.3 Returns
For health and safety reasons, dispensed medications cannot be returned or exchanged once they have left the pharmacy, except where the item is demonstrably incorrect, damaged, or counterfeit. Counterfeit medication concerns should also be reported to NAFDAC at 0800-100-6268.
3. Laboratory & Diagnostic Tests
| Scenario | Refund |
|---|---|
| Cancelled before sample collection | 100% refund |
| Sample collected but lab unable to process (lab error) | 100% refund or free re-test |
| Test results delayed beyond the stated turnaround | 20% partial refund after written request, or full refund if delay exceeds 5× the stated time |
| Patient cancels after sample collection | No refund |
| Home collection — patient not available at scheduled time | No refund of collection fee; test fee may be credited for rescheduling |
4. Subscription Plans
4.1 Cancellation
You may cancel your subscription at any time through your account settings or by contacting support. Cancellation takes effect at the end of the current billing cycle. You will retain access to all subscription benefits until that date.
4.2 Refunds
| Scenario | Refund |
|---|---|
| Cancel within 48 hours of first payment, no benefits used | 100% refund |
| Cancel after 48 hours of first payment | No refund — access continues until end of cycle |
| Auto-renewal charged in error after documented cancellation | 100% refund — report within 7 days |
| Plan discontinued by iBam Health | Pro-rata refund for unused days |
4.3 Unused Benefits
Unused consultations, prescription credits, or test vouchers included in a subscription plan do not carry over between billing cycles and are not redeemable for cash.
5. How to Request a Refund
- Email support@ibamhealth.com with the subject line “Refund Request — [Order/Appointment ID]”.
- Include: your registered email, the transaction ID or appointment reference, a brief description of the issue, and any supporting evidence (photos, screenshots).
- Our support team will acknowledge your request within 24 hours (business days).
- A decision will be communicated within 3 business days.
- Approved refunds are processed within 5–10 business days via the original payment method.
6. Formal Complaints & Medical Negligence
If you believe you have experienced substandard clinical care, you may raise a formal complaint by emailing support@ibamhealth.com. All clinical complaints are reviewed by our Chief Medical Officer within 5 business days.
Where medical negligence is substantiated, iBam Health will cooperate with any investigation by the Medical and Dental Council of Nigeria (MDCN) and may suspend the relevant doctor pending the outcome. Compensation for medical negligence is the independent liability of the treating doctor, not iBam Health (see Terms & Conditions Section 9).
7. Chargebacks
If you initiate a chargeback with your bank or card issuer without first contacting iBam Health support, we reserve the right to suspend your account pending investigation. Fraudulent chargebacks may be reported to the relevant Nigerian financial regulators and law enforcement.
8. Contact
iBam Health Customer Support
Email: support@ibamhealth.com
Hotline: Available Monday–Friday, 8 am–8 pm WAT
Response time: Within 24 business hours