Effective Date: August 7, 2026
Website: BookClin.com
This Delivery and Refund Policy (“Policy”) governs the delivery, cancellation, refund, and reimbursement conditions applicable to paid services, digital products, lead credits, promotional packages, clinic visibility services, and other services purchased through BookClin.com (“BookClin”, “Platform”, “we”, “us”, or “our”).
By purchasing any paid service through BookClin, you acknowledge that you have read, understood, and agreed to this Policy.
1. Scope
BookClin provides digital services primarily to healthcare providers, clinics, medical centers, hospitals, healthcare professionals, and other business users.
Services available through BookClin may include, but are not limited to:
- Clinic profile listings
- Lead credits
- Patient enquiry access
- Featured Clinic packages
- Promotional visibility services
- Digital profile enhancement services
- Appointment and patient enquiry management tools
- Clinic Panel services
- Growth and analytics tools
- Advertising or promotional services
- Other digital services offered through the Platform
BookClin does not generally sell or deliver physical products. Therefore, all deliveries under this Policy are considered digital or electronic deliveries unless expressly stated otherwise.
2. Digital Delivery
Purchased digital services are delivered electronically through the Clinic Panel associated with the customer’s BookClin account.
Depending on the service purchased, delivery may occur through:
- Addition of lead credits to the clinic account;
- Activation of a Featured Clinic package;
- Activation of promotional visibility;
- Access to patient enquiry information;
- Activation of additional Clinic Panel functionality;
- Account balance updates;
- Activation of advertising or profile enhancement services.
A digital service shall generally be considered delivered once it has been successfully activated, credited, assigned, or otherwise made available through the customer’s BookClin account.
3. Delivery Time
Most digital services are activated automatically or shortly after successful payment confirmation.
In normal circumstances:
- Lead credits: Usually credited immediately after successful payment confirmation.
- Featured Clinic services: Usually activated immediately or within 24 hours.
- Promotional services: Usually activated within 24 hours unless another start date has been agreed.
- Manually reviewed services: May require up to 1–3 business days.
- Bank transfer payments: Services will be activated after the payment has been received and verified.
BookClin may request additional verification before activating a service where necessary for payment security, fraud prevention, account verification, or compliance purposes.
4. Lead Credit Delivery
Lead credits purchased through BookClin are digital credits that may be used to access eligible patient enquiries according to the applicable BookClin service conditions.
Once purchased lead credits have been successfully added to the clinic’s account, they are considered digitally delivered.
Lead credits:
- Have no cash value outside the BookClin Platform;
- Cannot be transferred between unrelated accounts unless BookClin expressly permits it;
- Cannot be exchanged for cash;
- May only be used in accordance with BookClin’s applicable lead and platform rules.
Promotional or complimentary lead credits provided free of charge are not refundable and cannot be converted into cash.
5. Patient Leads and Enquiries
BookClin facilitates connections between patients and healthcare providers. A purchased or deducted lead credit provides access to an eligible patient enquiry in accordance with the Platform’s applicable rules.
BookClin does not guarantee that:
- A patient will respond to the clinic;
- A patient will book a treatment;
- A patient will attend an appointment;
- A patient will purchase any medical service;
- A clinic will generate any particular revenue from a lead.
A lead is not considered defective solely because the patient ultimately chooses another clinic, does not continue communication, postpones treatment, changes their mind, or does not purchase a medical service.
However, BookClin may review leads that are reasonably reported as invalid, duplicated, fraudulent, or technically inaccessible.
6. Invalid or Duplicate Leads
A clinic may request review of a lead where it reasonably believes that:
- The same patient enquiry was incorrectly charged more than once to the same clinic;
- The contact information is demonstrably invalid;
- The enquiry was generated through fraudulent or automated activity;
- A technical error prevented the clinic from accessing the purchased lead;
- The lead was incorrectly assigned due to a verified BookClin system error.
BookClin may investigate the relevant enquiry and, where appropriate, provide:
- A replacement lead credit;
- A credit refund to the clinic’s BookClin account; or
- Another reasonable remedy.
BookClin reserves the right to reject claims where the lead was validly submitted but the patient simply did not respond or did not proceed with treatment.
7. Featured Clinic and Promotional Services
Featured Clinic placements, sponsored visibility, promotional listings, and similar services are considered delivered once the applicable promotional period begins.
After the promotional period has started, payments for the elapsed portion of the service are generally non-refundable.
If BookClin is unable to provide the purchased promotional service due to a verified technical or operational issue attributable to BookClin, we may provide one of the following:
- An extension of the promotional period;
- Replacement promotional days;
- Platform credit;
- A partial or full refund where appropriate.
8. Clinic Listings and Profile Services
Where a clinic purchases a paid profile, listing, content, profile preparation, or profile enhancement service, the service shall be considered delivered once the relevant content, functionality, or listing has been made available to the clinic or published on the Platform.
Changes requested by the clinic after the service has been completed may be treated as additional work and may be subject to additional fees.
9. Cancellation
Customers may request cancellation of a paid service by contacting BookClin before the service has been activated or consumed.
A cancellation request does not automatically guarantee a refund.
Eligibility will depend on:
- Whether the service has already been activated;
- Whether digital credits have been added to the account;
- Whether credits have already been used;
- Whether promotional visibility has started;
- Whether work has already been performed;
- The nature of the purchased service.
10. Refund Eligibility
A full or partial refund may be approved where:
- A duplicate payment was charged;
- The customer was charged an incorrect amount;
- Payment was successfully completed but the purchased service was not delivered;
- BookClin is unable to provide the purchased service;
- A verified technical error materially prevented delivery;
- BookClin expressly agrees that a refund is appropriate.
Refund requests are reviewed individually.
11. Non-Refundable Services
Except where required by applicable law or expressly approved by BookClin, refunds will generally not be provided for:
- Lead credits that have already been used;
- Patient contact information already accessed;
- Promotional credits provided free of charge;
- Free lead credits;
- Bonus credits;
- Free Featured Clinic periods;
- Services already fully delivered;
- Featured Clinic days already consumed;
- Advertising campaigns already executed;
- Custom digital work already completed;
- Services terminated because of a breach of BookClin’s Terms of Service;
- Leads where the only complaint is that the patient did not respond, book, or purchase treatment.
12. Unused Lead Credits
Unused purchased lead credits may remain available in the clinic’s BookClin account in accordance with the applicable package conditions.
Unused lead credits are not automatically eligible for cash refunds.
Where BookClin permanently discontinues a paid service and prevents the clinic from using legitimately purchased unused credits, BookClin may provide an appropriate replacement service, account credit, or refund depending on the circumstances.
13. Promotional and Free Credits
Any credits, discounts, free leads, Featured Clinic periods, promotional visibility, beta benefits, founding partner benefits, coupons, or bonuses granted without payment:
- Have no cash value;
- Are not refundable;
- Cannot be exchanged for money;
- May be subject to expiration or campaign conditions;
- May be withdrawn in cases of abuse, fraud, duplicate accounts, or violation of Platform rules.
14. Refund Request Procedure
Refund requests should be submitted to BookClin and should include:
- Clinic or account name;
- Registered email address;
- Payment date;
- Transaction or payment reference;
- Purchased service or package;
- Amount paid;
- Reason for the refund request;
- Any relevant supporting documentation.
BookClin may request additional information before making a decision.
Refund requests should preferably be submitted within 14 days of the relevant transaction or issue, unless a different statutory period applies.
15. Refund Processing Time
Approved refunds will generally be initiated within 5–10 business days after approval.
The time required for the refunded amount to appear in the customer’s bank account or payment card may vary depending on:
- The payment provider;
- The issuing bank;
- The card network;
- The country of the customer.
BookClin is not responsible for processing delays caused solely by banks, card issuers, or payment service providers after the refund has been successfully initiated.
16. Payment Provider
Payments may be processed by third-party payment service providers.
BookClin does not directly store full payment card information where payment information is processed through an authorized payment service provider.
Refunds will normally be issued to the original payment method whenever technically possible.
BookClin may refuse requests to refund money to an unrelated third-party payment method for fraud prevention and payment security purposes.
17. Chargebacks and Payment Disputes
Customers are encouraged to contact BookClin before initiating a chargeback or payment dispute so that the matter can be investigated and resolved.
Fraudulent, abusive, or unjustified chargebacks may result in:
- Temporary suspension of the clinic account;
- Suspension of paid services;
- Suspension of lead access;
- Account review;
- Recovery of outstanding amounts;
- Termination of the account where permitted by applicable law and BookClin’s Terms of Service.
Nothing in this section limits any mandatory rights available under applicable law.
18. Account Suspension or Termination
Where an account is suspended or terminated because of fraud, abuse, unauthorized activity, misleading information, unlawful activity, or a material violation of BookClin’s Terms of Service, unused promotional benefits may be cancelled.
Refund eligibility for purchased services will be determined according to:
- The reason for termination;
- Services already delivered;
- Credits already consumed;
- Applicable contractual terms;
- Mandatory legal requirements.
19. Force Majeure
BookClin shall not be responsible for delays or temporary inability to provide services caused by events outside its reasonable control, including but not limited to:
- Internet or hosting outages;
- Payment network failures;
- Cyberattacks;
- Telecommunications failures;
- Government actions;
- Natural disasters;
- War or civil disturbances;
- Third-party infrastructure failures.
Where reasonably possible, BookClin will attempt to restore the affected service or provide an appropriate alternative.
20. Statutory Rights
Nothing in this Policy is intended to exclude or limit any mandatory rights that cannot legally be waived under applicable consumer protection or commercial laws.
Where applicable law grants a customer stronger cancellation, withdrawal, refund, or reimbursement rights than those stated in this Policy, the mandatory provisions of such law shall prevail.
21. Changes to This Policy
BookClin may update this Policy from time to time to reflect:
- Changes to Platform services;
- Payment methods;
- Commercial practices;
- Legal or regulatory requirements;
- Technical developments.
The updated version will become effective on the date stated at the top of the Policy.
Material changes will not retroactively remove refund rights that had already arisen under applicable law.
22. Contact
For delivery, billing, cancellation, or refund enquiries, please contact:
BookClin
Website: https://bookclin.com/
Email: [email protected]Please include your clinic name, registered email address, and transaction details when contacting us about a payment.
Acceptance
By purchasing, activating, or using a paid BookClin service, the customer confirms that they have reviewed and accepted this Delivery and Refund Policy together with BookClin’s applicable Terms of Service, Payment Terms, Privacy Policy, and other relevant agreements.