This Cancellation and Refund Policy defines the rules applicable to cancellations, refunds, no-shows, delays, technical incidents, and payment disputes related to the services offered via TBIBNA, SARL.
Consultations involve medical time, technical resources, coordination systems, and limited professional availability. The rules below aim to protect patients, healthcare professionals, and the proper functioning of the platform.
The patient can cancel a scheduled consultation free of charge up to twenty-four (24) hours before the scheduled time. In this case, the refund is processed according to the applicable method and timeframe.
Any cancellation made less than 24 hours before the scheduled time may result in no refund, unless specifically decided otherwise by TBIBNA, SARL or as provided in this Policy.
When a patient fails to attend a scheduled consultation without prior cancellation, the consultation is considered due. No automatic refund is granted.
If the healthcare professional does not join the consultation within 15 minutes after the scheduled time, the patient may request a refund or rescheduling. TBIBNA, SARL may verify technical and operational data before making a decision.
TBIBNA, SARL does not guarantee the immediate availability of a healthcare professional. When no professional is available within a reasonable time, which may be up to one hour, the patient may request a refund.
No automatic refund is granted when the consultation cannot be properly conducted due to the patient's poor internet connection, an incompatible device, a defective microphone or camera, poor audio or video quality, an incompatible browser, or a technical difficulty attributable to the patient. Rescheduling may be offered on a case-by-case basis.
When a technical incident is directly attributable to the platform or its infrastructure, TBIBNA, SARL may offer a refund, rescheduling, or an alternative solution on a case-by-case basis.
In the event of circumstances beyond the reasonable control of the parties, notably widespread outages, natural disasters, administrative decisions, telecom interruptions, cyberattacks, major disturbances, or force majeure, TBIBNA, SARL may offer a fair solution depending on the circumstances.
Payment for a consultation does not guarantee the issuance of a prescription, a specific diagnosis, a particular medical outcome, a prescription renewal, or obtaining a medication. Dissatisfaction related to an independent medical decision does not automatically constitute grounds for a refund.
Refund requests or disputes can be addressed to dispute@tbibna.com. The patient must provide any information useful for analyzing the request. TBIBNA, SARL may consult connection logs, technical journals, payment statuses, consultation statuses, and audit trails.
TBIBNA, SARL may refuse a refund or suspend an account in cases of fraud, attempted scam, abuse of procedure, abusive bank chargebacks, identity theft, or suspicious behavior. TBIBNA, SARL may retain certain technical and operational elements for security, fraud prevention, compliance, or the defense of its rights.
Requests are processed within a reasonable time, which may take up to 30 days depending on the complexity of the case, necessary verifications, the financial institutions involved, or technical constraints. External banking delays may vary independently of TBIBNA, SARL.
TBIBNA, SARL may amend this Policy for legal, operational, technical, or security reasons.
Contact: dispute@tbibna.com - www.tbibna.com