Introduction
At VietInvestMind, we are committed to ensuring your satisfaction with our telemedicine services. This Refund Policy outlines the terms and conditions for refunds related to our services. By using our services, you agree to the terms of this Refund Policy.
Refund Eligibility
Consultations
For telemedicine consultations, refunds may be provided under the following circumstances:
- Technical Failures: If significant technical issues on our platform prevent the completion of a scheduled consultation, you may be eligible for a full refund or rescheduled appointment at no additional cost.
- Provider No-Show: If a healthcare provider fails to attend a scheduled consultation without prior notice, you will receive a full refund or the option to reschedule with the same or different provider at no additional cost.
- Service Unsuitability: If a healthcare provider determines during the consultation that telemedicine is not appropriate for your specific medical condition and recommends in-person care instead, you may be eligible for a partial refund.
Subscription Plans
For subscription-based services:
- New Subscriptions: You may request a full refund within 7 days of initial subscription purchase if you have not yet used any services included in the subscription plan.
- Ongoing Subscriptions: For recurring subscription plans, we do not provide prorated refunds for partial billing periods. You can cancel your subscription at any time, and services will continue until the end of the current billing period.
Non-Refundable Services
The following are generally not eligible for refunds:
- Completed consultations that have fulfilled the described service, regardless of the diagnosis or treatment outcome
- Subscription services that have been partially used within the billing period
- Cancellation of appointments with less than 6 hours' notice (except in documented emergencies)
- Prescription fees for medications that have been prescribed and processed
Refund Process
How to Request a Refund
To request a refund, please contact our Customer Support team through one of the following methods:
- Email: support@vietinvestmind.com
- Phone: +59970261960 (Monday to Friday, 8am to 8pm)
- In-app/website: Through the "Help & Support" section of your user account
Required Information
When requesting a refund, please provide the following information:
- Your full name and contact information
- Date and time of the service
- Transaction or appointment reference number
- Reason for the refund request
- Any supporting documentation (e.g., error messages for technical issues)
Review Process
We will review all refund requests within 3 business days. Our team may request additional information to process your refund request. We reserve the right to approve or deny refund requests based on our investigation and the terms of this policy.
Refund Method and Timeline
If your refund request is approved:
- Refunds will be issued to the original payment method used for the purchase
- Credit card refunds typically appear within 5-10 business days, depending on your card issuer
- Bank transfer refunds may take 7-14 business days to process
- Alternative refund methods may be offered in certain situations if the original payment method cannot be refunded
Service Credits
In some cases, instead of a monetary refund, we may offer service credits that can be applied to future consultations or services:
- Service credits have no cash value but can be used for any services on our platform
- Service credits typically expire 12 months from the date of issue
- Service credits may be offered at a higher value than the cash refund equivalent
You may choose between a monetary refund or service credits when applicable.
Specific Service Policies
Basic Care Plan
For our Basic Care Plan (₫299,000/month):
- First-time subscribers may receive a full refund within the first 48 hours if no consultations have been used
- If technical issues prevent the use of included consultations during a billing cycle, unused consultations may be rolled over to the next cycle instead of providing a refund
Family Plan
For our Family Plan (₫699,000/month):
- Partial refunds are not available for unused family member allocations
- New subscribers may receive a full refund within the first 72 hours if no family members have been registered or consultations used
Premium Care Plan
For our Premium Care Plan (₫999,000/month):
- Premium subscribers may request a prorated refund within the first 14 days if they choose to downgrade to a lower-tier plan
- Dedicated care coordinator services are non-refundable once assigned
Promotional Offers and Discounts
Special considerations apply to promotional offers:
- Services purchased with promotional codes or discounts may be refunded at the discounted amount paid, not the full retail value
- Free or complimentary services provided as part of a promotion are not eligible for refunds
- If a service bundle is partially refunded, any applicable bundle discounts may be recalculated
Insurance and Third-Party Payments
For services covered by health insurance or other third-party payers:
- Refunds for services covered by insurance will be processed in accordance with the insurance provider's policies
- For partially covered services, we will refund only the portion paid directly by you
- If your insurance company retroactively covers a service for which you paid out-of-pocket, we will assist in processing the insurance claim and refunding your payment upon successful reimbursement from the insurance company
Cancellation Policy
Our cancellation policy relates directly to our refund terms:
- Appointments cancelled more than 24 hours in advance will receive a full refund
- Appointments cancelled between 6-24 hours in advance will receive a 50% refund or the option to reschedule within 30 days
- Appointments cancelled less than 6 hours in advance are not eligible for refunds except in cases of documented medical emergencies
- Subscription cancellations will take effect at the end of the current billing period
Exceptional Circumstances
We understand that exceptional circumstances may arise. In the following situations, our standard refund policy may be adjusted:
- Medical Emergencies: With appropriate documentation, refunds may be provided for services canceled due to medical emergencies
- Natural Disasters: Refunds or credits may be offered for services affected by natural disasters or other force majeure events
- Service Outages: Extended platform outages affecting multiple users may result in automatic refunds or service credits
Each exceptional circumstance will be evaluated on a case-by-case basis.
Dispute Resolution
If you disagree with the outcome of a refund request:
- You may appeal the decision by contacting our Customer Relations team at customerrelations@vietinvestmind.com
- Please include any additional information or documentation that may support your appeal
- Appeals will be reviewed within 5 business days
- For unresolved disputes, please refer to the dispute resolution section in our Terms and Conditions
Policy Changes
We reserve the right to modify this Refund Policy at any time. Changes will be effective upon posting to our website. For significant changes, we will provide notice through email or our platform. Your continued use of our services after such modifications constitutes your acceptance of the updated Refund Policy.
Contact Us
If you have any questions about this Refund Policy or would like to request a refund, please contact us at:
VietInvestMind
3, Thôn Thôi, Phường Yên, Quận 02
Ninh Bình, Vietnam
Phone: +59970261960
Email: support@vietinvestmind.com
