Payment and Refund Policy

This Payment and Refund Policy sets out the terms and conditions on the basis of which we, We, Addis hiwot general hospital, located in the center of Addis Ababa, at Bole Sub-city Wereda 4, provide services to all individuals will process payments and refunds for transactions carried on through your use the website ( www.virtual.addishiwotgeneral /while availing services (detailed in the Terms and Conditions available at: www.virtual.addishiwotgeneral made available to you over the Platform (the “Services”). Virtual Addis hiwot may assign, transfer, and subcontract its rights and/or obligations under this Payment and Refund Policy to any third party, as it may deem fit, and you shall continue to be bound by this Payment and Refund Policy in the event of such assignment or transfer.

a. Payment

i. You may use any payment service, like, internet banking or debit or credit cards for making payments for availing any of the Services over the Platform (“Fees”). Once re- directed to the Payment Aggregator, you agree to be bound by the terms and conditions and privacy policy prescribed by the third party payment gateway/aggregation partner, basis which, the transaction shall take place.

ii. Virtual Addis hiwot shall not be liable in any manner whatsoever, if incorrect or inaccurate details (including those concerning credit or debit card(s)) are provided by you for making the payment of the Fees or if you use a credit or debit card which is not lawfully owned by you or if you permit a third party to use your password or any other means of accessing your bank account or credit card or debit card.

iii. Virtual Addis hiwot shall keep the financial information as referred to in the Privacy Policy (“Privacy Policy”) confidential at all times and shall not utilize and share the same with any of the third parties unless it is a third party consented to by you and/or required by law, regulation or court order.

iv. Virtual Addis hiwot shall not be liable for the rejection of any authorization request placed by you for payment of the Fees, by any bank, payment gateway.

b. Specific Payment Modes

i. Please note that whenever you choose to utilize any mode of payment, you must fulfill the terms and conditions, as applicable to that mode of payment.

c. Cancellation of Lab Tests

i. You may cancel an order for diagnostic tests placed by you at any point 2 hours prior to your scheduled sample collection and reschedule as per your convenience.

ii. Payments for diagnostic tests made directly on the Platform will be processed as provided in the ‘Refunds’ section below.

d. Cancellation / Rescheduling / Booking of Medical Consultations

i. Consultations can be booked, rescheduled or cancelled free of cost up to fifteen minutes prior to the start of the appointment for an audio / video / chat-based consultation (“Online Medical Consultation”) and up to thirty minutes prior to the start of the appointment for a physical consultation. You are allowed to reschedule an Online Medical Consultation up to a maximum of three times for free and are allowed to reschedule a physical consultation once for free.

ii. Payments for Online Medical Consultation or physical consultation made directly on the Platform will be processed as provided in the ‘Refunds’ section below.

d. Refunds

i. Refunds for all eligible cancellations are issued

through the payment method used at the time of purchase, except for cash payments made under the Pay on Delivery mode of payment.

ii. You will not receive cash refunds in connection with a card sale.

iii. Refunds cannot be processed to third-party accounts. The name on your virtual Addis hiwot account should match with the name of the bank account holder.

iv. Refunds will only be made against genuine and trackable cancellation requests generated by you by clicking on the cancellation button provided in the App’s user dashboard in your virtual Addis hiwot account. Refund request against delays, nature of advice obtained, efficacy of treatment, health outcomes of consultation will not be entertained.

v. Refunds may be processed within 15 working days from the receipt of a request from you. All communications with regards to refund should be sent to customer service

vi. No refund for any eligible cancellation will be processed beyond 6 months of placing a cancellation or return request.

e. Refund Timelines

i. The time frame for different payment modes is typically 5-7 business days post the cancellation request has been received and verified by virtual addishiwot subject to sub-clause (ii) below.

ii. Refund timelines depend on bank turnaround times and RBI guidelines. This may change from time to time. Business days shall mean any day of the week (excluding Saturdays, Sundays and public holidays) on which commercial banks in Ethiopia are open for business.

iii. There will be no cash refund.

iv. You will need to update the following information to enable us to process a refund to your account.

• The Bank Account Number • Account Holder's Name

v. To the extent permitted by applicable law, virtual Addis hiwot will not be liable for any delay caused in refunds due to delay by third party affiliates (including banks), in providing information by the customer, technical issues and other reasons beyond its control.