Payment & Refund Policy

    Last updated: September 24, 2025

    This policy outlines how payments and refunds work on Recovery. We aim for transparency and fairness.

    3.1 Payment Methods

    • Digital Payments: JazzCash, Easypaisa, debit/credit cards (preferred for faster processing)
    • Cash on Delivery (COD): Available only for medicine orders. You pay the delivery agent in cash upon receipt. COD complies with the Income Tax Ordinance, 2001 (as amended by Finance Act, 2025), and may include applicable withholding taxes (e.g., 2% for general goods) collected by the courier.

    All payments are processed securely via compliant gateways under the Payment Systems and Electronic Fund Transfers Act, 2007.

    3.2 Payment Flow

    • Select service (appointment/medicine).
    • For digital payments: Enter details and confirm.
    • For COD (medicines only): Select at checkout; no upfront payment needed.
    • Confirmation email/SMS sent upon booking.
    • Failed digital payments: Retry or contact support.

    3.3 Cancellation and Refund Policy

    1. Rescheduling by Patients

    • Patients may request to reschedule their appointment up to 48 hours prior to the scheduled time.
    • All rescheduling requests must be submitted via email to the administration team, who will process the change.

    2. Refunds

    • Refunds are not ordinarily provided.
    • Exceptions will only be made in the event of an emergency on the doctor's or therapist's side.
    • In such cases, the administration will offer the patient the following options:
      • Reschedule the appointment for a different time.
      • Transfer the appointment to another available therapist.
      • Receive a full refund of the consultation fee.

    3. Specialist Emergencies

    • In the event of a doctor's or therapist's emergency, if a patient requests a change of therapist or a refund, the consultation amount will be deducted from the specialist's wallet.
    • This ensures that the patient can either:
      • Be reassigned to another therapist, or
      • Receive the applicable refund.

    3.4 Timelines

    • Refunds processed within 7-10 business days.
    • Credited to original payment method (digital) or via bank transfer (COD).
    • Bank/courier delays may apply.

    3.5 Disputes

    Contact support@therecovery.io within 30 days for refund issues. We investigate promptly. This policy complies with Pakistani consumer protection laws.

    Contact for Payment Issues

    For payment or refund inquiries, contact our support:
    Email: support@therecovery.io
    Billing: billing@therecovery.io
    Response time: Within 24 hours during business days