1. How billing works
Caremeez bills consultations per minute at the rate shown before a session starts, and deducts the exact connected time from your in-app wallet when the session ends. Because you pay only for minutes used, there is no advance booking fee to cancel in most cases.
2. Cancellations
- You may leave a consultation at any time. You are charged only for the minutes connected before you leave.
- Pre-paid sessions, classes or packages can be cancelled before they start; cancellation terms for a specific package are shown at the time of purchase.
- Professionals may cancel or end a session where tele-consultation is not appropriate; you will not be charged for a session the professional ends before advice is given.
3. Refunds
- Refund requests are reviewed case by case for technical issues (for example a dropped connection that prevented the consultation) or service failures.
- Approved refunds are credited to your Caremeez wallet. Where a wallet credit is not appropriate, we will refund to the original payment method through our payment gateway.
- Refunds are not available for consultations that were completed as described simply because you disagree with the advice given. If you have a concern about professional conduct, raise a grievance and we will investigate.
4. How to request a refund
- Email info@visiwellsolutions.com from your registered email address, or use the support option in the app.
- Include the date and time of the session, the professional's name, the amount deducted and a description of the issue.
- We aim to acknowledge requests within 24 hours. Investigations may take longer where we need information from the professional or payment gateway.
5. Wallet balances
Unused wallet balance remains available for future consultations. If you close your account, contact us about any remaining balance; refunds of unused top-ups are handled through the payment gateway in line with applicable law.
6. Professional plans
Credit purchases are consumed as tools are used and are not refundable once used. Subscription plans renew at the interval chosen at purchase and can be cancelled before the next renewal; the current period remains active until it ends.
7. Contact
Questions about this policy: info@visiwellsolutions.com. This policy forms part of our Terms of Service.