Effective: September 5, 2025
This policy applies to digital healthcare services provided via Lexy (symptom checker/triage) and CareKonnect Live (telemedicine) No physical goods are sold; therefore, there are no physical 'returns'. This policy governs refunds, reschedules, and service credits.
Instant/queue consults: where available, this are on-demand virtual visits where the patient joins a live queue and is assigned to the next available clinician—no scheduled appointment time is reserved.
Scheduled consults: Pre-booked virtual or in-person visits set for a specific date and time with a chosen clinician.
If you rate a consult 1‑2/5, our team will review the case. Where a quality issue is confirmed, we may offer service recovery (e.g., 25% off your next consult). Cash refunds are discretionary and reserved for clear service failures.
Contact us within 72 hours of the issue at ecomje@gmail.com. Support Phone: +27443643434
WhatsApp: +66666669988
Provide: full name, phone/WhatsApp number, booking ID, date/time, and a short description of the problem (screenshots if available).
We typically respond within 1 business day and aim to resolve within 7‑10 business days. Approved refunds are returned to the original payment method; processing times may vary by provider.
If you are considering a card chargeback, please contact us first— we can often resolve more quickly. If a chargeback is filed, we will submit consult logs and chat records to the payment provider as evidence.
We reserve the right to reject or reverse refunds where we detect abuse (e.g., repeated no‑shows, misuse of promotions) or fraud. Accounts may be limited per our Terms of Use.
This policy works together with our Terms of Use and Privacy Policy on lexmedical.net/carekonnect.net. If there is a conflict, the Terms of Use prevail. We may update this policy to reflect operational or regulatory changes.
Contact us at ecomje@gmail.com for any questions or concerns.