Return & Refund Policy
Our fair and transparent policy for cancellations, refunds, and consultation disputes.
General Refund Philosophy
We are committed to providing high-quality, compassionate, and professional medical guidance to every patient. We understand that circumstances change, and we have designed this policy to be as fair and transparent as possible.
Because our consultations involve the time, expertise, and professional resources of Dr. Fausto Pineda, refunds are evaluated on a case-by-case basis depending on when the cancellation or dispute is raised and the nature of the issue.
Refund Eligibility
The following outlines when a refund may or may not be granted:
✓ Eligible for Refund
- Cancellation made more than 24 hours before the scheduled consultation
- Technical failure on our platform preventing the session from taking place
- Dr. Pineda is unable to attend the scheduled session due to unforeseen circumstances
- Duplicate payment charged due to a system or processing error
✗ Not Eligible for Refund
- Cancellation made less than 24 hours before the scheduled session
- No-show by the patient without prior notice
- Consultation has already been conducted and delivered
- Dissatisfaction with medical advice that was delivered in good faith based on information provided
- Patient provided incorrect or incomplete information affecting the consultation outcome
Cancellation Policy
We require a minimum of 24 hours' notice for any cancellation or rescheduling request. This allows us to offer the appointment slot to another patient in need.
| Cancellation Timing | Refund Status | Rescheduling |
|---|---|---|
| More than 24 hours before | Full Refund | Free of charge |
| Less than 24 hours before | No Refund | Fee may apply |
| No-show (no notice given) | No Refund | New booking required |
| Dr. unavailable (our fault) | Full Refund | Priority reschedule offered |
How to Request a Refund
To request a refund or cancellation, please follow the steps below:
Contact Us by Email
Send your refund request to [email protected] with your full name, booking date, and reason for the refund request.
Review & Confirmation
Our team will review your request within 2–3 business days and confirm eligibility based on this policy.
Refund Processed
Approved refunds are processed within 5–10 business days and returned to the original payment method used at the time of booking.
📧 Refund requests submitted after 7 days from the original consultation date will not be considered unless exceptional circumstances are demonstrated.
Payment Currency & Processing
All consultations are priced and charged in US Dollars (USD). Refunds will also be issued in US Dollars. Any currency conversion fees or exchange rate differences applied by the patient's bank or payment provider are not the responsibility of Dr. Fausto Pineda's Home Clinic.
💵 Accepted only US Dollar. We do not accept or refund in any other currency. Please ensure your payment method supports USD transactions before booking.
Disputes & Chargebacks
We strongly encourage patients to contact us directly at [email protected] to resolve any concerns before initiating a chargeback or payment dispute with their bank or card provider.
Unauthorized chargebacks for services legitimately rendered may result in the suspension of access to our platform and could be disputed with supporting documentation.
Contact Us
For any questions about this Return & Refund Policy, please contact us:
📧 [email protected]
📞 +501 670-2426 | +814 6315858
📍 #26 Joseph Andrews Drive, San Ignacio, Cayo
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Trusted, compassionate care — with a fair and transparent refund policy.
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