Refund Policy

This Refund Policy applies to paid services offered through DocToDoc, available at aidadoc.com, and operated by OTEXE Global Solutions OÜ, registry code 16536027, VAT number EE102515833, registered at Vesivärava 50-201, 10152 Tallinn, Estonia. This Refund Policy forms part of our Terms of Service.

1. General Principle

Refund eligibility depends on the type of service purchased, the timing of cancellation, whether access or performance has started, whether the User attended the Consultation, whether a technical failure occurred, and any mandatory rights under applicable law. Unless required by applicable law, a User is not entitled to a refund solely because the User disagrees with the Consultant’s professional opinion, the Consultation did not meet subjective expectations, the User did not achieve a desired clinical outcome, the User decided not to apply the opinion, the User provided incomplete information, the User failed to attend or was late, or the User violated the Terms.

2. Paid Services Covered

This Refund Policy may apply to one-time paid Consultations, written consultations, video consultations, subscription access, digital content, professional materials, packages or bundles, and other paid services offered through the Platform. Specific checkout terms, offer pages, invoices, or written confirmations may include additional rules. Mandatory consumer law prevails.

3. EU Consumer Right of Withdrawal

If you qualify as a Consumer under applicable EU consumer protection law, you may have a statutory right to withdraw from certain distance contracts within 14 days without giving a reason. To exercise this right, notify us at support@aidadoc.com within the applicable period and provide your full name, account email, order or invoice number, service purchased, and clear statement that you wish to withdraw. The right may be lost or limited where services have been fully performed with your prior express consent and acknowledgment, digital content access has begun with your prior express consent and acknowledgment, you requested immediate performance and must pay for the part already performed, or another statutory exception applies.

4. Cancellation by Requesting Dentist

Unless a different cancellation rule is displayed at checkout or agreed in writing: cancellation at least 48 hours before a scheduled Consultation may be eligible for a refund or credit, less payment processing fees and reasonable administrative costs; cancellation less than 48 hours before a scheduled Consultation may be non-refundable; cancellation less than 24 hours before a scheduled Consultation is non-refundable unless mandatory law provides otherwise; and failure to attend a scheduled Consultation is treated as a no-show and is non-refundable. For high-value, custom, group, or special Consultations, a longer cancellation period may apply if disclosed before purchase.

5. Cancellation by Consultant

If a Consultant cancels a scheduled Consultation and no suitable replacement time or Consultant is offered or accepted, the Requesting Dentist may be eligible for rescheduling, platform credit, or refund of the unprovided service. OTEXE may decide which option is appropriate, unless mandatory law requires a specific remedy.

6. Rescheduling

Users may request rescheduling through the Platform or by contacting support. Rescheduling is subject to Consultant availability and Platform rules. Repeated rescheduling, late rescheduling, or abusive rescheduling may be refused. If a User fails to attend a rescheduled Consultation, the payment may become non-refundable.

7. No-Shows and Late Attendance

A User is considered a no-show if the User fails to attend within the time specified in the booking confirmation or within a reasonable waiting period determined by us or the Consultant. If the Requesting Dentist is late, the Consultation may still end at the originally scheduled time, and no partial refund is owed unless otherwise agreed. If the Consultant is late or fails to attend, the Requesting Dentist may contact support; we may offer rescheduling, credit, partial refund, or full refund depending on the circumstances.

8. Technical Failures

Users are responsible for appropriate internet access, device functionality, browser compatibility, audio/video equipment, and access to third-party tools such as Google Meet. Refunds are generally not provided for technical issues caused by the User’s device, internet connection, browser, software, firewall, account settings, or third-party service access limitations. If a Consultation cannot occur due to a technical failure primarily attributable to the Platform, we may offer rescheduling, credit, or refund of the affected service. We are not responsible for failures of third-party services except where required by law.

9. Digital Content, Materials, and Immediate Access

Where a User purchases immediate access to digital content, recordings, materials, documents, or other online resources, the User may lose the right of withdrawal once access begins, where permitted by applicable law and after express acknowledgment. Payments for digital content already accessed or delivered are non-refundable unless required by law or expressly stated otherwise.

10. Subscription Services

If DocToDoc offers subscription services, subscription terms will be displayed before purchase. Unless otherwise stated, subscriptions renew automatically for the selected billing period; Users may cancel future renewals through their account or by contacting support@aidadoc.com; cancellation stops future billing but does not automatically refund the current billing period; access may continue until the end of the paid period; and partial refunds for unused subscription time are not provided unless required by law or expressly stated.

11. Packages, Discounts, Promotions, and Special Offers

Services purchased at a discount, through promotion, bonus, auction, special package, or limited offer may be subject to additional refund restrictions disclosed at the time of purchase. Unless mandatory law provides otherwise, promotional payments may be non-refundable after access begins, a booking is confirmed, or performance starts.

12. Disputes About Consultation Quality

DocToDoc does not guarantee the professional quality, accuracy, completeness, usefulness, or outcome of any Consultation. If a Requesting Dentist believes a Consultant failed to provide the booked Consultation or acted in serious violation of Platform rules, the Requesting Dentist may submit a complaint. We may review the complaint and may request information, contact the Consultant, offer rescheduling, offer credit, issue partial or full refund, take no action, or suspend/remove a Consultant. A refund is not guaranteed solely because the User is dissatisfied with the professional opinion.

13. Prohibited Conduct and No Refund

We may refuse a refund if the User violated the Terms, submitted Patient-Identifiable Information or PHI, harassed or abused another User, attempted to bypass the Platform payment system, made a fraudulent booking, misrepresented professional status, failed to provide necessary information, used the Consultation for unlawful purposes, or initiated an abusive chargeback.

14. Chargebacks

If you dispute a payment through your bank, card issuer, or payment provider without first contacting us, we may suspend your account while the chargeback is investigated. If a chargeback is found to be improper or inconsistent with this Refund Policy, you may be responsible for chargeback fees, collection costs, or unpaid amounts, to the extent permitted by law.

15. How to Request a Refund

To request a refund, contact support@aidadoc.com and include full name, account email, order or invoice number, date of purchase, scheduled Consultation date if applicable, reason for request, and supporting evidence if any. We may request additional information to evaluate the request.

16. Refund Processing Time

If a refund is approved, we will process it within a reasonable time and generally within 14 days where required by applicable consumer law. Refunds are typically issued to the original payment method unless otherwise required or agreed. Processing times may depend on banks, card networks, and payment processors. Payment processing fees, bank fees, currency conversion fees, and third-party charges may be non-refundable unless required by law.

17. Currency and Taxes

Refunds are issued in the original transaction currency where possible. Currency conversion differences, bank charges, card fees, and tax treatment may affect the final amount received. Users are responsible for their own tax obligations unless applicable law provides otherwise.

18. Contact

OTEXE Global Solutions OÜ, Registry Code: 16536027, VAT Number: EE102515833, Address: Vesivärava 50-201, 10152 Tallinn, Estonia, Website: aidadoc.com, Email: support@aidadoc.com.