Purpose
We are dedicated and passionate about the work we do and make sure to always have room for inspiration
Trustworthy
We are honest and ethical, which helps us meet the expectations of our customers, partners, and colleagues.
Passion
Passion is what drives us to perform better, progress continually, and deliver solutions timely.
Innovative
We want to help transform the traditional healthcare system through clever and creative solutions, using new insights and modern technology.
Teamwork
Our team members are always helping each other and encouraging one another to get better at what they do.
Refund Policy
We value your trust in MedIQ and strive to provide you with high-quality healthcare services through our digital platforms. This Refund Policy explains when and how refunds may be issued for payments made through mediq.com.pk or the MedIQ mobile application (“Services”). By using our Services, you agree to the terms of this Refund Policy.
1. General Policy
All payments made through MedIQ for teleconsultations, laboratory tests, pharmacy orders, or other healthcare services are considered final once the service has been confirmed or rendered. However, refunds may be approved under specific circumstances outlined below.
2. Eligible Refund Scenarios
Refunds may be granted in the following cases:
- Service Not Provided: If a booked consultation, laboratory test, or pharmacy order was not delivered due to a technical, scheduling, or operational issue from MedIQ’s end.
- Duplicate Payment: If the same transaction was charged more than once.
- Cancelled Appointment (Doctor/Lab/Pharmacy Unavailable): If MedIQ or the partner healthcare provider cancels your confirmed service and you choose not to reschedule.
- Rejected Orders: If your pharmacy or lab order is rejected due to unavailability or medical ineligibility and no alternative arrangement is made.
3. Non-Refundable Scenarios
Refunds will not be issued in the following cases:
- Consultation was completed (even if you were unsatisfied with the advice or outcome).
- Incorrect information was provided by the user at the time of booking.
- User missed or did not attend the scheduled consultation or sample collection.
- Service delay caused by factors beyond MedIQ’s control (e.g., patient unavailability, force majeure, or connectivity issues on the user’s side).
- Medicines, once dispatched, cannot be returned or refunded in compliance with Drug Regulatory Authority of Pakistan (DRAP) and healthcare regulations.
4. Refund Request Process
To request a refund:
- Email us at support@mediq.com.pk within 48 hours of the incident.
- Include your order ID, transaction details, and a brief explanation.
- Our support team will verify the request and respond within 5–7 business days.
Once approved, refunds will be processed within 10–15 working days, depending on your payment method and bank policies.
5. Refund Method
Approved refunds will be issued:
- To the original payment source (credit/debit card, bank transfer, or mobile wallet); or
- As MedIQ Credits, which can be used for future appointments, tests, or pharmacy orders.
6. Dispute Resolution
If you believe your refund has been wrongly declined or delayed, please contact support@mediq.com.pk. We will review your case promptly and ensure fair resolution in accordance with our internal policies and partner agreements.
7. Policy Updates
MedIQ reserves the right to modify this Refund Policy at any time to ensure compliance with evolving regulations and platform enhancements. Updates will be posted on this webpage, and your continued use of the Services constitutes acceptance of the revised policy.