Refund, Billing & Subscription Policy

1.Introduction

This Refund, Billing & Subscription Policy governs all fees, payments, subscriptions, credits, refunds, disputes, and related financial matters arising from use of the Medora digital health platform.

By purchasing any subscription, consultation credit, or paid service through the platform, you agree to this Policy. This Policy must be read together with the Medora Terms of Use.

2.Platform Role in Payment Facilitation

Medora operates as a digital health technology platform that facilitates connections between patients and independent registered healthcare practitioners. Payments are processed through Stripe Payments Europe Ltd.

Medora facilitates payment collection, does not directly store full card details, does not act as a bank, and does not provide escrow services.

3.Payment Authorization

By submitting payment information, you authorize Medora (via Stripe) to charge the selected subscription fee, consultation fees, process recurring subscription renewals, and applicable taxes.

Authorization remains valid until revoked by cancellation of subscription or removal of payment method.

4.Subscription Structure

Medora may offer subscription plans that include a defined number of consultation credits per billing cycle, messaging features, AI-enabled informational tools, and platform access benefits.

Subscriptions may automatically renew at the end of each billing cycle unless cancelled before renewal. You are responsible for monitoring renewal dates.

5.Consultation Credits

Where credits are included: one (1) credit equals one (1) consultation unless stated otherwise. Credits are non-transferable and non-refundable, may not be exchanged for cash, and may expire at the end of the billing cycle.

Credits do not represent stored monetary value.

6.Refund Policy

Refunds may be issued only under the following circumstances:

• •Duplicate charge
• •System error resulting in double billing
• •Verified technical failure attributable to Medora preventing consultation
• •Practitioner failure to attend scheduled consultation

Refunds are not issued for dissatisfaction with diagnosis or treatment outcome, disagreement with prescription decisions, expired consultation credits, change of mind after completed consultation, or clinical outcomes or medical complications.

Refund determinations are made at Medora's reasonable discretion.

7.No-Show and Late Cancellation Policy

If you fail to attend a confirmed appointment or cancel within less than the required notice period, the consultation credit or fee may be forfeited. Exceptions may be granted in documented emergencies.

8.Chargebacks and Payment Disputes

If you initiate a chargeback or dispute through your bank, Medora may temporarily suspend your account. Fraudulent or bad-faith chargebacks may result in permanent account termination.

You agree to first contact Medora to resolve billing concerns before initiating a chargeback.

9.Insurance and Medical Scheme Payments

Where the platform displays insurance verification, verification is informational only. Coverage is subject to your scheme's terms and approval. You remain responsible for any amounts not covered.

Medora does not guarantee reimbursement by medical schemes.

10.Cooling-Off and CPA Rights

Nothing in this Policy limits rights afforded under the Consumer Protection Act. Where statutory cooling-off rights apply, Medora will comply with applicable legal requirements.

11.Contact for Billing Support

For billing or refund inquiries, contact: