Refund and cancellation policy
Last updated 3 October 2026
In short: the $30 USD consultation fee is non-refundable once your consultation has taken place. If we can't arrange a consultation with a suitable specialist, we refund it in full.
Specialist consultation fee ($30 USD)
Full refund
- We can't find a suitable specialist for your condition.
- We can't offer a consultation time within a reasonable period after you've sent your reports.
- The specialist or BookMedTrip cancels the consultation and we can't agree a new time with you.
- You were charged more than once for the same booking.
No refund
- Once the video consultation has taken place, including when you decide not to go ahead with treatment.
- If you don't attend the agreed consultation without letting us know beforehand.
Rescheduling
If you can't make your consultation, tell us as early as possible and at least 24 hours before. We'll do our best to agree a new time with you.
Cancelling before the consultation
If you cancel before your reports have been sent to a specialist, we'll refund the fee in full. After the specialist has started reviewing your reports, the fee is non-refundable.
How refunds are paid
Approved refunds go back to the card or account you paid with, through Razorpay. We start the refund within 7 working days of approving it; your bank may take a further 5–10 working days to show it. Any currency conversion or bank charges applied by your card provider are outside our control.
Treatment and travel
Hospital charges are paid to the hospital and follow the hospital's refund rules. Flights, hotels and other travel bookings follow the cancellation rules of the airline or provider, which we'll share with you before you confirm.
How to ask for a refund
Email the email address on our Contact page with your booking reference (it starts with BMT-) and the reason. We'll reply within 3 working days.