WO~MENS HAVEN

Returns & Refunds Policy

Version 1.2.1 · Effective 31 August 2026

1. Overview

Telehealth consultations on WO~MENS HAVEN are services, not physical goods. Traditional product returns do not apply. This Policy explains how refunds, cancellations, disputes, and provider payouts work for payments processed on our Platform.

2. Payment types

(a) App membership (monthly/yearly Premium access, including any store introductory trial) is billed through the Apple App Store or Google Play. Refunds follow the store's policies; WO~MENS HAVEN cannot override store billing refunds directly. (b) Doctor consultations (one-time session fees) are billed through Paystack (card or mobile money) to WO~MENS HAVEN as marketplace operator. At checkout we disclose a platform fee (currently 25% of the session fee); the remainder (currently 75%) is the independent doctor's professional fee. Promotional discounts shown at checkout (for example a first-consult discount) reduce the amount charged and are not a separate refundable voucher after payment. (c) Live Spaces hosting packs (verified clinicians only) are optional consumable in-app purchases through the Apple App Store or Google Play for additional go-live session capacity, as disclosed at purchase. Refunds follow the store's policies. Unused hosting credits are generally not refundable outside store rules.

3. How consultation funds are received and held

Members pay the full consultation fee (after any disclosed discount) to WO~MENS HAVEN via Paystack. Funds are not paid directly to the doctor at the time of charge. The doctor's net share is recorded on our earnings ledger and becomes withdrawable only after the doctor marks the session completed and a 24-hour hold from completion has passed, subject to any open dispute. Doctors request withdrawal in-app; approved payouts are sent only to that doctor's registered bank or mobile-money account. Members do not hold consultation wallets for sending money to other users, and neither members nor doctors may transfer balances to another user's account or wallet.

4. Consultation services — general refund rule

Refunds may be considered where payment succeeded but the service was not delivered as described, subject to our review of booking records, messages, and payment references.

5. When refunds may be approved

Examples include: provider no-show reported during the active booking window and upheld after our review; duplicate or erroneous charge verified by our records and Paystack; technical failure preventing delivery of a paid session where rescheduling is not possible; chargebacks or payment disputes resolved in the member's favor under Paystack and applicable law.

6. When refunds are generally not provided

Examples include: member missed the scheduled session without timely cancellation under disclosed rules; dissatisfaction with clinical advice where the session was delivered (clinical complaints are handled separately — doctors are independent professionals); disputes reported after the doctor marked the session completed (contact [email protected] for exceptional review); unused complimentary nurse messages or unused Premium trial time after you cancel (store rules apply to membership).

7. Dispute process

Members may report certain issues in-app where available (for example provider no-show during an active confirmed booking). Provider payout for that booking may be frozen pending review. Our team reviews booking status, messages, and timestamps. Outcomes: dismiss (service deemed delivered — payout proceeds after our hold period) or uphold (refund initiated to the original payment method where applicable).

8. Refund method and timing

Approved refunds for Paystack consultation charges are processed to the original payment method via Paystack or manual refund procedures. Timing depends on Paystack and the member's bank or MoMo provider (typically several business days).

9. How to request a refund

Email [email protected] with your booking reference, Paystack payment reference, date, and a short description. Include the email address on your WO~MENS HAVEN account.

10. Contact

[email protected] · [email protected]