This policy forms part of our Terms & Conditions and applies to all consultations booked through MediGo Lanka, operated by MediGo Lanka PVT LTD.
1. Consultation fees
All consultation fees are charged in Sri Lankan Rupees (LKR). The fee for each doctor is shown on the doctor's profile and again before you submit your appointment request.
Every consultation fee includes:
- the doctor fee, which is paid to the doctor for the consultation; and
- a LKR 1,000 service fee, which covers MediGo Lanka's booking, administration and support. The service fee is non-refundable except where the doctor or MediGo Lanka cancels the consultation.
Our standard fees are:
- General Practitioner (GP): LKR 4,000 (doctor fee LKR 3,000 + service fee LKR 1,000)
- Specialist: LKR 6,000 (doctor fee LKR 5,000 + service fee LKR 1,000)
If you pay with a card issued outside Sri Lanka, your card issuer converts the amount to your currency and may add a foreign transaction fee. Those charges are set by your bank, not by MediGo Lanka.
2. When you pay
You do not pay when you request an appointment. Our team first confirms an exact time with your doctor and then emails you your appointment confirmation and payment instructions.
To secure your appointment, payment must be received within 48 hours of the confirmation email, and in any case at least 24 hours before the appointment time.
If we have not received payment 24 hours after confirmation, we will send you a reminder. If payment is not received within the timeframe above, your appointment may be cancelled and the time released to other patients.
Card payments are processed securely by PayHere. MediGo Lanka does not see or store your full card details. Once your payment is received you will get a payment confirmation and the Google Meet link for your consultation.
3. Cancelling your appointment
You can cancel using the "Manage" link in any of your appointment emails, from your account dashboard, or by contacting us.
If you cancel at least 24 hours before the scheduled appointment time, the doctor fee is refunded. The LKR 1,000 service fee is non-refundable.
If you cancel less than 24 hours before the scheduled appointment time, no refund is given. In exceptional circumstances MediGo Lanka may, at its discretion, offer a refund or an alternative appointment.
If you do not attend a scheduled consultation without reasonable prior notice (a "no-show"), no refund is given.
If you cancel before you have paid, nothing is charged.
4. Rescheduling
You can reschedule free of charge up to 24 hours before your appointment. Choose a new day and preferred time slots, and our team will confirm the new time with your doctor.
If you have already paid, your payment is carried over to the new appointment and there is nothing more to pay.
Appointments cannot be rescheduled online less than 24 hours before they start. Please contact us and we will do our best to help.
5. If the doctor or MediGo Lanka cancels
If a doctor cancels or does not attend, or the consultation cannot go ahead for reasons attributable to the doctor or MediGo Lanka, we will offer you:
- an alternative appointment at no extra cost; or
- a full refund of the consultation fee, including the service fee.
If the doctor determines during the consultation that an online consultation is clinically unsuitable for your condition, MediGo Lanka may provide an appropriate refund or alternative arrangement depending on the circumstances.
If a consultation is disrupted by technical problems or other events outside our reasonable control, we will work with you to rearrange it where reasonably possible.
6. How refunds are paid
Refunds are made to the original payment method. We cannot refund to a different card or account.
Once processed, refunds usually take 7-14 working days to appear on your statement, depending on your bank or card issuer. We will email you when your refund has been processed.
Where a card payment was converted from another currency, the refunded amount in your currency may differ slightly because of exchange rate changes. MediGo Lanka is not responsible for this difference or for fees charged by your bank.
7. Questions and complaints
If you have a question about a payment, cancellation or refund, contact us at admin@medigolanka.com or on WhatsApp +94 77 839 1373, quoting your booking reference. We aim to respond within 5 working days.
Nothing in this policy is intended to exclude or restrict any refund, cancellation or other consumer right that cannot lawfully be excluded under applicable law.