Refund Policy

Last Updated: October 2025

At Trustcare Medical Clinic, we aim to provide quality medical care and transparent billing. This Refund Policy outlines the terms and conditions for refunds on payments made for our medical services, online consultations, and other related services through our digital platforms.

Eligibility for Refunds

Refunds may be considered under the following conditions:

• If a payment was made in error (for example, duplicate transaction or incorrect amount).
• If an online consultation was not successfully completed due to technical issues from our side.
• If a prepaid service was cancelled before commencement.

Non-Refundable Cases

Refunds will not be provided for:

• Completed medical consultations or treatments.
• Missed or unattended online appointments without prior notice.
• Medication and laboratory services already processed or dispensed.

Refund Process

To request a refund, please follow these steps:

• Send an email to info@trustcare.com.ng within 3 days of the transaction.
• Provide details of the payment, including transaction reference and reason for the refund.
• Our team will review and verify the request within 5–7 business days.
• Approved refunds will be processed to the original payment method used.

Online Payment Disputes

All payments made through our secure online gateway (Flutterwave or other integrated platforms) are verified and logged for traceability. If you encounter an issue, please contact our support team before initiating a chargeback through your bank to allow us to resolve the matter promptly.

Contact Us

For refund or billing inquiries, reach us at: info@trustcare.com.ng
 

We reserve the right to amend or update this Refund Policy as required by law or internal process improvements.