This Refund Policy explains when and how refunds are issued for purchases made on DocOrbit. By purchasing credits or services on the Platform, you agree to the terms set out below.
Unused Credits
If you have purchased credits and have not utilized them for any consultations, we offer a full refund of the unused credits upon request within 14 days of your purchase date. This does not apply to purchases made through the Play Store or App Store, which are subject to those stores' own refund processes.
Matched Consultations
In the event that you have been matched with a consultant and have engaged in any form of interaction, including but not limited to messaging or video calls, we regret that we cannot process a refund for the credits used unless the consultant intentionally did not provide the service.
Refund Eligibility
Except where the Orbius AI Analysis section below provides otherwise, refunds are only available for credits that have not been associated with any consultant matching or interaction. Once a match has been made and communication has been initiated, the credits are considered used and are non-refundable.
Our written-consultation AI assistant (the "AI assistant"), which is separate from the Orbius imaging analysis described below, does not have the capability to process or analyze medical files. This limitation is clearly stated in the service description. Once a session with the AI assistant has been initiated, no refunds will be issued. By using this service, you acknowledge and agree to these terms.
In the event that any medical AI product, excluding the AI assistant and excluding Orbius imaging analysis (which is governed by the section below), purchased by the user is determined to be incompatible with the user's medical file or case, DocOrbit will issue a refund in the form of account credits. These credits will be applied to the user's account balance and may be used for future purchases. No cash refunds or payment reversals will be processed.
Orbius AI Analysis
Orbius is an automated tool that produces imaging analysis reports from the files you upload. It is a second-opinion aid and not a diagnosis, and it does not replace review by a qualified physician. An Orbius report is delivered as soon as it is generated and the credit for it is consumed at that point, at which stage the service has been provided in full.
AI can make mistakes. The quality of any analysis depends on the data it is given, and the files and information you upload are your responsibility. Orbius can only make the best of the data that was uploaded to it, so incomplete, low quality, cropped, compressed, mislabelled or unrelated uploads limit what any report can contain.
This includes the technical quality of the study as it was acquired. Your images are produced by the imaging facility and the technologist who performed the examination, and DocOrbit has no involvement in and no control over that acquisition. Motion, metal, susceptibility, beam hardening and other acquisition artefacts, incorrect patient positioning, inadequate anatomical coverage, an unsuitable protocol or sequence selection, and errors or omissions in the labelling or metadata applied by the acquiring facility are the responsibility of that facility and not of DocOrbit. Where conditions of this kind limit, obscure or distort what can be assessed, this does not constitute a failure of our service and does not give rise to a refund. If you believe your study was acquired incorrectly, the appropriate route is to raise this with the facility that performed it and, where a repeat examination is obtained, to submit the new study.
Refunds for an Orbius report are issued only in the very rare case of a systemic failure of the analysis itself, meaning a failure of the process rather than of interpretation: for example a report produced for the wrong study, the wrong body part or the wrong patient, or a report returned empty, truncated or unreadable. Any refund under this section is at DocOrbit's sole discretion and must be requested within 14 days of the report being generated.
The following do not qualify for a refund under this section: a report considered to have missed, understated or misdescribed a finding; a report that differs from another opinion, an earlier report or your own expectation; a report limited by the quality, completeness or relevance of the files you uploaded; a report limited or affected by artefacts, positioning, coverage or protocol arising from how the study was acquired; and dissatisfaction with the wording, length or level of detail of a report. These are matters of clinical interpretation. The appropriate route in these cases is a review by a human specialist, which you may request at any time as a separate paid consultation.
Where a refund is approved under this section, it is issued in the form of account credits. No cash refunds or payment reversals will be processed.
Right of Withdrawal
Where you are a consumer, you may exercise a right of withdrawal for unused credits within the 14-day period set out under Unused Credits above. The right of withdrawal does not apply once a credit has been used: Orbius reports and consultations are digital content and services supplied immediately, and as stated above the service is provided in full at the moment a report is generated or a consultation is started. By starting a report or a consultation you request its immediate performance and accept that your right of withdrawal ends at that point.
Refund Process
To request a refund, please contact our customer support team via [email protected]. We will review your account status and process the refund if the criteria are met.
Final Decision
The company reserves the right to make the final decision on all refund requests based on the account activity and adherence to this policy.