Booking Fee Refund Policy
Version 0.5 (draft for legal review), October 21, 2026.
At a glance
- Cancel 24+ hours before: full refund (₱12 credit or ₱10 cash)
- Cancel later than that: ₱10 credit or ₱5 cash
- No-show: no refund
- Doctor or clinic cancels: full refund
- Charged in error: full cash refund, always
Details below. The consultation fee is paid at the clinic and isn't covered here.
Booking fee. Each booking costs a ₱10 booking fee for using BookADoc to reserve your slot. It is not payment for the consultation, which you pay to the doctor or clinic directly.
Cancellation tiers. The deadlines for your booking are shown at checkout and in your confirmation.
24+ hours before: ₱10 cash back, or ₱12 credit. Under 24 hours: ₱5 cash back, or ₱10 credit. No-show: no refund.
| When | What you get back |
|---|---|
| You cancel 24 hours or more before the appointment | Full refund: ₱12 booking credit, or ₱10 cash |
| You cancel less than 24 hours before the appointment | ₱10 booking credit, or ₱5 cash (the rest of the fee is kept as a cancellation fee) |
| You don't show up | No refund |
| The doctor or clinic cancels or misses the appointment, or reschedules and you decline the new time | Full refund: ₱12 booking credit, or ₱10 cash |
| You're charged twice or in error, or charged for a booking that failed | Full ₱10 cash refund, always |
If you report that the doctor or clinic missed your appointment, you get the refund unless the clinic disputes it within 48 hours.
Rescheduling. If you reschedule 24 hours or more before your appointment, your fee carries over to the new time.
Emergencies. If you couldn't cancel in time or missed the appointment because of a genuine emergency, such as a hospital visit, contact support@krysantine.com within 7 days. Our team may give a full refund as goodwill.
How you get it back.
- Refunds come as booking credit by default. If you'd rather have cash, tap "Send to my GCash/Maya instead" within 7 days of getting the credit, and we'll refund the cash amount to your original payment method automatically. Cash refunds need a verified email or phone number.
- Charges made in error or twice, and failed bookings, are always refunded in cash.
- If the payment provider's refund window has already closed, we can only give credit, and we'll tell you why. This never applies to charges made in error.
- Cash refunds usually reach you within 5 to 10 business days.
Credits. A booking credit is worth more than the cash refund (₱12 instead of ₱10, or ₱10 instead of ₱5) because you keep it on BookADoc. It can be used with any doctor on BookADoc for 12 months from when it's issued. It can't be transferred. After the 7-day window it can't be exchanged for cash, except where the law requires. A credit for a booking you later cancel is refunded the same way.
When nothing is refunded.
- You don't show up, unless the emergency exception above applies.
- You're unhappy with the consultation itself. Please raise that with the doctor or clinic, or contact us.
- You ask more than 30 days after the appointment.
Reviews and limits. To prevent misuse, some refunds go to our team for review. This happens when a clinic disputes a missed appointment, when an account has an unusually high number of refunds, or when a payment dispute or chargeback is open (refunds pause until it's resolved). We'll tell you the outcome and the reason.
Contact and your rights. Email support@krysantine.com with any question or complaint. This policy doesn't limit your rights under the Consumer Act of the Philippines (RA 7394) or the Internet Transactions Act (RA 11967). If we can't resolve your complaint, you can contact the DTI (Department of Trade and Industry).
Privacy. To process refunds we use your booking details and payment reference. We don't store your GCash, Maya or card details; PayMongo handles them. See our Privacy Notice.