Refund & Cancellation
Last updated: October 16, 2026
This policy is part of our Terms of Service. All prices are in Philippine pesos and include applicable taxes unless stated otherwise. Nothing in this policy limits your rights under the Consumer Act of the Philippines (RA 7394).
1. Rescheduling and cancelling appointments
How much you get back depends on why the booking is cancelled or changed.
| Situation | What you get |
|---|
We cancel, reschedule, or can't do your test, or we charged you incorrectly
For example: we cancel or move your appointment, we booked the wrong test or charged you incorrectly, a test or medicine we promised isn't available, or a doctor advises against a test before it's done | Full refund, or a free reschedule. No fees. |
Change of mind
You cancel, or remove tests or items, for your own reasons, at least 48 hours before your appointment | A refund minus a 10% processing fee, or the full amount as a credit for a future visit |
Late cancellation or no-show
Less than 48 hours before your appointment, or you don't come | We keep a late-cancellation fee of 20% of the booking total (this already includes the 10% processing fee). If you paid a down payment, that down payment is the fee. Anything you paid above it: a refund, or a credit for a future visit |
- You may reschedule for free if you tell us at least 24 hours before your appointment. Less than 24 hours before, we allow up to 2 courtesy changes per booking. After that, a change needs a manager's approval and may be treated as a late cancellation.
- The 10% processing fee is a percentage of the amount being refunded. It doesn't apply when you choose a credit instead.
- The 20% late-cancellation fee is a percentage of the booking total, up to the amount you paid. It replaces the processing fee (they aren't added together) and applies to refunds and credits alike, because it pays for the slot we held for you.
- No fees apply when the change comes from us: we cancel, reschedule, or can't do your test as booked, or we charged you incorrectly.
- If you add tests or items, you pay only the difference. If you remove some, the amount for the removed items follows the table above.
- Changed your mind about a credit? You can change unused credit back into a refund. The 10% processing fee applies if you had cancelled for a change of mind. No further fee applies for a late cancellation or no-show (the 20% was already kept), or if the change came from us. Refunds must also be within your payment provider's refund period (for example, 60 days for cards and 180 days for GCash).
Online payments and down payments
- When you book a self-pay visit online, you pay in full or a 20% down payment online when you book, to reserve your slot. The down payment is deducted from your total; the remaining balance is paid at your visit (or online anytime before). For home service, the down payment is at least the home service fee.
- Orders under ₱1,000 and medicines are paid in full.
- Visits covered by an HMO, PhilHealth YAKAP or a company account have nothing to pay online. Anything not covered is paid at the clinic.
- Your down payment is deducted from your total bill. It is kept as the late-cancellation fee if you don't come or cancel less than 48 hours before.
- Every email from us has a secure Pay online button that always shows your current balance. You can also pay any balance at the clinic.
- Online payments are processed by PayMongo. We never see or store your card or e-wallet details.
- Credits are linked to your name and mobile number, and you can use them on any future visit or order.
- If you're booking a weight or peptide program without a prescription, you pay only for the doctor's assessment (and labs, if chosen) first. You pay for the medicine only after the doctor clears you.
- If you paid for medicine with a prescription and our pharmacist can't accept it, you get a full refund for the medicine or a credit for a future visit. No processing fee applies.
- Refunds go back to the same card, e-wallet or bank. Banks and e-wallets may take several working days to post them.
2. Consultations, tests and services
- Consultation, assessment and service fees are earned once the service starts. They aren't refundable after that, even if your doctor decides a treatment or prescription isn't suitable for you.
- Fees pay for the professional services and products provided, not for a particular result or diagnosis.
- Health packages are non-transferable and must be used within their validity period.
- Home service fees are non-refundable once our team has been dispatched.
3. Medicines and prescription programs
When you get a refund
- Not cleared before release: if your doctor decides you aren't suitable for a treatment before any medicine is released, we refund the medicine part of your order. The assessment and lab fees aren't refunded.
- Pharmacist refusal: if our pharmacist can't dispense a medicine, for example because a prescription can't be verified or a harmful interaction is likely, we refund that medicine in full.
- Out of stock: if a medicine becomes unavailable before release, we refund it in full, or offer an equivalent with your consent.
- Cancelling early: you may cancel a medicine order before it is prepared or released. Because this is a change of mind, you get a refund minus the 10% processing fee, or the full amount as a credit.
- Ending a weight plan early: plan discounts are based on the full plan length. If you end a plan early, we recompute the released months at the regular monthly price. We refund the rest minus the 10% processing fee, or credit it in full.
No returns or exchanges once released
For safety, hygiene and cold-chain reasons, medicines, injectables, compounded medicines, supplements and other personal health products can't be returned, exchanged or refunded once released at the clinic, handed over on a home service visit, or sent with a courier. This includes cases of:
- not getting the results you wanted;
- stopping a treatment early, including because of side effects or allergic reactions (please tell your doctor right away);
- a change of mind, schedule or finances after the order is placed;
- improper storage or not following the doctor's or manufacturer's instructions; or
- a failed delivery because of an incorrect address or refusal to accept the parcel.
4. Damaged, defective, expired or wrong items
If a product is damaged, defective, expired or not what you ordered when you receive it:
- Tell us within 24 hours of pickup or delivery at info@the-medclub.com or 0945 521 9288.
- Send clear photos or a video of the item and its packaging, plus the courier label if delivered.
- After we verify, we'll replace the item or refund it in full.
5. Courier delivery
- We deliver within the Philippines only, and only after our pharmacist verifies your prescription or your doctor gives clearance.
- Orders are usually prepared within 48 to 72 hours after approval. After dispatch, delivery usually takes 1 to 3 business days in Metro Manila and 3 to 5 business days in the provinces. These are estimates and may be affected by weather, courier delays or other events beyond our control.
- Delivery fees are confirmed before you pay. Some medicines, such as those needing refrigeration, may be available for pickup only.
- Please give a complete address and make sure someone can receive the parcel. If a delivery fails because of an incorrect address or no one to receive it, redelivery fees may apply. Parcels not claimed within the courier's holding period may be cancelled.
- Check your parcel when it arrives, and report any problem within 24 hours (see section 4).
6. HMO, PhilHealth YAKAP and company accounts
If your HMO, PhilHealth or company doesn't approve or cover a service, you pay for the uncovered amount. Refunds for amounts paid by an HMO, PhilHealth or a company follow their own rules and are coordinated with them.
7. How to request a refund
- Email info@the-medclub.com or call 0945 521 9288 with your name, booking or order details, and official receipt number.
- Tell us whether you prefer a refund or a credit. Credits keep the full amount; refunds have the 10% processing fee (change of mind) or the 20% late-cancellation fee deducted (see section 1).
- Approved refunds go back to your original payment method within 14 business days.
- If you paid by card, please contact us first so we can resolve your concern before you file a dispute with your bank.
