Refund Policy

Overview

eSIRIPlus accepts payment through mobile money, with M-Pesa (Vodacom Tanzania) as the primary method and other mobile money providers and card payment also supported. To protect both patients and doctors, all consultation fees are held in escrow from the moment of payment and are only released to the doctor after the consultation successfully completes. This policy explains when a refund is, and is not, available.

1. How Payment Works

• After you select your service tier, a mobile money payment prompt is sent to your phone.
• Your consultation begins only after payment is confirmed.
• The fee is held in escrow until the consultation completes. If the session fails before it starts, the escrow protects you — no money is lost by either side.

2. When You Will Receive a Refund

A refund is issued automatically or on request in the following situations:

• Technical failure prevents the consultation from starting.
• The doctor becomes unavailable after payment but before the consultation begins.
• Payment was processed but the consultation never started within 24 hours of payment.

Because the fee is held in escrow until the consultation completes, these situations do not result in any loss to the patient or the doctor.

3. When You Will Not Receive a Refund

• Refunds are not issued once a consultation session has started. This includes text chat sessions that have begun and voice or video calls that have connected.
• Dissatisfaction with a clinical opinion is not, on its own, grounds for a refund. Telemedicine has inherent limitations — a doctor cannot physically examine you, and there is no guarantee of a specific health outcome. Concerns about the quality or conduct of a consultation should instead be raised through in-app support (see section 6).

4. Video Call Recharges

Additional video consultation time purchased as a recharge is consumed as it is used. Recharge amounts are non-refundable once the recharged time has started, under the same rule as section 3.

5. How to Request a Refund

• Submit your refund request through the in-app Help & Support feature.
• Requests must be submitted within 7 days of the payment.
• Eligible refunds are processed within 14 business days, returned to the mobile money number used for the original payment.

6. Disputes and Complaints

If you believe a charge was incorrect, or you have a concern about a consultation:

1. Contact eSIRIPlus support first — most issues are resolved quickly.
2. If the matter remains unresolved, it may proceed to binding arbitration under the Tanzanian Arbitration Act in Dar es Salaam.

This policy is governed by the laws of the United Republic of Tanzania.

7. Agent-Facilitated Payments

Where a patient pays cash to an eSIRIPlus agent who then settles the fee digitally, the same refund rules in this policy apply. An eligible refund is returned through the agent channel or to a nominated mobile money number, as arranged through in-app support.

8. Changes to This Policy

We may update this Refund Policy from time to time. When we do, we will revise the “Last Updated” date above and notify patients within the app where changes are significant. Continued use of eSIRIPlus after an update means you accept the revised policy.

9. Contact Us

• In-app: Help & Support → Payments & Refunds
• Email: support@esiri.africa
• Phone: +255 663 582 994