Refund and Cancellation Policy

Effective date: 26 August 2026  |  Version 1.0

1. Purpose

This Policy explains how cancellations, strikes, wallet adjustments, and refunds work on PhysioConnect. Payment rails (for example JazzCash) may impose their own timelines.

2. Patient cancellations

• A patient may cancel a booking according to in-app status rules.
• Patient cancellation does not create a strike against the patient.
• Where a refundable prepaid amount or platform-held amount applies, the patient is entitled to a refund or credit consistent with the booking state and verified payment proof, without a platform penalty solely for cancelling.
• Amounts already paid directly outside the platform between patient and provider are outside Curanexa’s control; we will assist with dispute mediation where evidence is available.

3. Physiotherapist (PT) cancellations

• Cancellation of a confirmed booking by a PT results in an immediate strike (platform rule — no emergency carve-outs).
• Three (3) strikes within a rolling 30-day window may result in automatic suspension.
• Patients affected by PT cancellation should contact support@physioconnectpk.com for rebooking help and any eligible refund/credit.

4. No-shows and session start rules

Sessions may require GPS proximity confirmation (for example PT within approximately 100 metres of the visit address) before start. Disputes about no-shows should be reported in-app or to support with time, booking ID, and evidence.

5. Commission, wallet, and debt

• Platform commission for standard PT sessions is 20% of agreed session fee and is logged according to product rules (including session-note requirements).
• Intern sessions use the 70 / 20 / 10 split (intern side / platform / supervisor).
• Unpaid platform debt at or above the platform threshold (currently PKR 5,000 under product rules) may block new bookings until resolved.

6. JazzCash and payment proofs

Where payment is verified via screenshot / declared amount and admin review, refunds or adjustments are processed after finance verification. Submit booking ID, transaction evidence, and contact number to support@physioconnectpk.com (finance escalation: admin@physioconnectpk.com).

7. Courses and digital content

Course purchase refunds (if any) follow the Teacher/Course Seller Agreement and any in-app purchase terms. Generally, completed digital course access may be non-refundable except where required by law or platform error.

8. How to request a refund

1. Email support@physioconnectpk.com with subject “Refund — [Booking/Order ID]”.
2. Include phone number used on the account, payment proof, and reason.
3. We aim to acknowledge within 2 business days and resolve as soon as verification allows.

9. Contact

support@physioconnectpk.com · admin@physioconnectpk.com · info@physioconnectpk.com