Refund & Cancellation Policy

What this covers

This policy applies to doctor consultation fees paid in the Arrow Health app. Payments are processed by SSLCOMMERZ and can be made by card, mobile banking or internet banking, as offered on the SSLCOMMERZ payment page. The fee is shown in Bangladeshi taka (BDT) before you pay.

Arrow Health is operated by Diabetes, Thyroid, Hormone Care (DTHC), Faridpur, Bangladesh.

Paying for a consultation

When you choose a time, the slot is held for you while you pay. Your booking is confirmed only after SSLCOMMERZ confirms the payment to us, which usually takes a few minutes; the confirmation appears in the app.

If the payment fails, is cancelled or is not completed in time, no fee is taken and the slot is released.

Cancelling a consultation

If you cancel less than 24 hours before the start time, including a booking made for the same day, the fee is not refunded automatically. Contact us and our team will review your request; depending on the circumstances we may offer a refund or another time.

Rescheduling

Where the app lets you move a confirmed consultation to another available time, your payment moves with it. You do not pay again.

If we cancel

If we cancel your consultation, or the doctor cannot attend, we will contact you and you can choose a new time or a full refund.

Payment problems

If you are charged twice for the same booking, we refund the extra payment in full.

If your payment reaches us after your slot was released and that time is no longer available, we will offer you another time or refund the payment in full.

A payment whose amount does not match the booking is never accepted, and it is refunded.

How refunds are paid

Refunds are always sent back through SSLCOMMERZ to the card, mobile banking account or bank account you paid with. We do not refund in cash or to a different account.

Once a refund has been sent, the time it takes to appear in your account depends on your bank or mobile financial service.

Missed consultations

If you miss a consultation without cancelling, please contact us. It is treated like a cancellation made less than 24 hours before the start time, and our team will review it.

Contact

Questions about a payment, a cancellation or a refund? Please include the mobile number of your Arrow Health account and the date of the consultation.