Refund Policy

This Refund Policy sets out how AXOMED handles refunds and cancellations in accordance with Pakistan's consumer protection framework, including the Consumer Protection Act 2022 (Federal) and provincial consumer protection laws. We aim to be fair, transparent and responsive. Refunds are processed to the original payment method (JazzCash, Easypaisa, card) within 7–10 business days once approved.

1. Consultation and Assessment Fees

2. Subscription Plans

• Monthly plans: cancel anytime from your patient portal. The plan remains active until the end of the paid billing period; no prorated refund is issued for the remainder of the month.
• Annual plans: covered by a 14-day money-back guarantee from the purchase date if you change your mind and have not used consultations or received medication.
• Renewals: accidental renewal can be refunded if reported within 48 hours of the charge and no services were used in the new period.

3. Medication Orders

• Before dispatch: full refund of the order value if you cancel before the order ships.
• Damaged or incorrect items: full refund or free replacement if reported within 48 hours of delivery, with supporting photos.
• Undelivered orders: full refund if the courier cannot complete delivery and the order is returned to us.
• Medication safety: for health and safety reasons, medication that has been dispatched or unsealed cannot be returned or refunded except as required by law.

4. Lab Services

• Sample collection cancelled before the scheduled time: 100% refund.
• Lab unable to process a test due to sample quality issues: 100% refund or free re-collection.
• Results delivered: no refund, except where the report is materially incorrect and the lab is at fault.

5. How to Request a Refund

1. Email support@axomed.com.pk with your order/transaction ID and reason.
2. Include supporting details (order number, payment reference, photos if applicable).
3. Our support team reviews and responds within 24–48 hours.
4. Approved refunds are processed within 7–10 business days to the original payment method.

6. Disputes and Consumer Rights

If you believe a refund was wrongly refused, you may escalate through our support team, and nothing in this policy limits your rights under Pakistani consumer protection law. You may also approach the relevant consumer protection authority in your province.