Scope and requests
This policy applies to doctor consultations, procedure bookings, medicine purchases and prepaid packages purchased from Ovio Wellness Limited, the intended operator named in our pre-launch Terms & Conditions. It should be provided before payment, including where bookings use WhatsApp, LINE or payment links.
To cancel, reschedule or request a refund, message your usual Ovio booking channel, email info@oviowellness.com or call +66 98 296 1357. Include your name, appointment details and booking/payment reference. For deadline purposes, a written request counts when received by our designated channel, even if we acknowledge it later during operating hours. We will confirm telephone requests in writing.
Times are measured in Bangkok time. Our booking, support and visit hours are 9:00 am–9:00 pm daily. “Days” means calendar days unless expressly stated otherwise.
Customer cancellation and rescheduling
| Circumstance | Standard policy |
|---|---|
| Cancellation received at least 24 hours before the appointment | Full refund of the payment for that appointment. Package appointments are handled under section 7. |
| Cancellation received less than 24 hours before the appointment | Rescheduling only, with payment retained as appointment credit, subject to exceptions and mandatory rights. |
| Same-day booking cancelled by the customer | The less-than-24-hours rescheduling rule applies, subject to exceptions and mandatory rights. |
| Rescheduling | Up to three customer-requested changes; the appointment must take place within 60 days of its original date. Changes caused by Ovio do not count towards the limit. |
The above limits do not remove remedies for Ovio’s failure to provide the service, medical circumstances addressed below, or a cancellation/refund right imposed by law. If the limit or deadline cannot be met, contact us for review before it expires. We do not automatically deduct a nurse fee merely because a booking is changed.
Missed visits, access and preparation
We review missed visits individually. If the nurse attends but cannot complete the visit because of the customer’s incorrect address, lack of access, absence or another customer-responsible issue, a fixed nurse attendance fee of ฿1,500 may apply if disclosed and agreed before booking. A repeat visit required because clearly supplied preparation instructions were not followed may also incur this fee.
No such fee applies where the problem was caused by Ovio or the nurse, including an address misunderstanding attributable to our team. We explain the reason for any charge. We do not charge the same wasted attendance twice or impose an undisclosed charge.
Medical suitability and procedures that cannot start
- Unsuitable before dispatch: If the clinician rules the booked treatment unsuitable before the nurse is dispatched, we provide a full refund for that booked service.
- Unsuitable after arrival, before treatment: The refund is the amount paid for the unprovided service, less the disclosed ฿1,500 nurse attendance fee.
- Unable to collect blood or establish IV access: The refund is the amount paid for the affected uncompleted service, less the disclosed ฿1,500 nurse attendance fee.
An attendance deduction must not exceed the payment being refunded and must not duplicate an attendance fee already retained for the same visit. No deduction applies where failure is attributable to deficient care or an Ovio error, or where law requires a fuller refund. Where several services were booked and some were delivered, we provide an itemised assessment rather than charging for unprovided components without explanation.
These rules do not authorise repeated attempts without appropriate consent, and clinical decisions must prioritise safety.
Procedures stopped after starting
You may ask to stop a procedure at any time.
If you stop solely because you change your mind or no longer wish to continue, a cash refund is not automatic. We assess the services delivered and costs properly incurred. This does not mean any full-price charge is automatically enforceable.
If treatment stops because of a reaction, unexpected medical issue, clinician advice or a concern about care, we review the circumstances, what was administered, unused components and any contribution from Ovio. We explain the proposed refund or credit. Adverse reactions are not automatically treated as customer fault. Rights concerning deficient care, misleading representations or other legal remedies remain unaffected.
Provider cancellation and laboratory errors
If Ovio cancels: You may choose a full refund for the undelivered appointment or rescheduling. We will not require credit instead of a refund in that situation.
Unusable sample caused by Ovio or laboratory error: You may choose either free repeat collection and processing, with no additional nurse fee, or a full refund for the affected test/service. If that was the only service purchased, the refund includes associated visit charges. If other services were successfully delivered, we explain the allocation and do not retain charges solely attributable to the failed service.
Other sample issues: Where no error is established, we assess the cause and explain recollection and refund options before charging for another visit. We do not automatically classify a naturally occurring sample issue as customer fault.
Laboratory turnaround is usually estimated at 24–48 hours after collection, with test-specific exceptions. If results are significantly delayed, contact us for an update and assessment of available remedies. An estimated turnaround does not remove rights where a service has not been properly delivered.
Prepaid packages and credit
At launch, packages are prepaid and do not automatically renew. The booking confirmation states the services, number of visits, price and validity.
The default for customer change-of-mind cancellation of a package, including after some visits have been used, is to retain unused value as service credit rather than provide a cash refund. Credit is valid for 12 months from the original purchase date. Timely cancellation of an individual package appointment restores its unused entitlement rather than automatically cashing out part of the package. Late appointment changes remain subject to the rescheduling rules, so far as lawful.
If a doctor determines that further treatments are medically unsafe, we first discuss credit towards another medically suitable service. You are not required to undergo unwanted treatment. In exceptional medical circumstances where the doctor confirms that the remaining treatments are unsafe and no suitable alternative exists, we refund the unused portion. We also provide any refund required by law.
If Ovio is responsible for being unable to provide the remaining package services, we refund the unused portion. For calculation, we use the itemised allocation agreed at purchase; equal-price identical sessions are allocated proportionately. We do not retrospectively increase the price of used sessions to the standalone rate. Other situations remain subject to mandatory rights and review.
Unused credit may be transferred to the original customer’s mother, father or siblings only, with Ovio coordination, appropriate verification and the recipient’s medical assessment. Cousins, other persons and resale are excluded under the standard policy. A transfer does not restart expiry. We do not share the purchaser’s health records with a transferee.
We will not treat credit as expired where Ovio’s inability to provide appointments requires an extension or other remedy. Service schedules must be reconciled with the expiry date before sale.
Consultations and medicines
Doctor consultations follow the same 24-hour cancellation and rescheduling rules. Once a consultation has been properly delivered, the consultation fee applies whether or not a prescription, medicine or certificate is provided. Rights relating to deficient or unprovided care remain unaffected.
Medicine payments are collected only after the prescribing decision. Medicine prices and any delivery charge are disclosed and agreed before payment. Dispensed medicines are not returnable or refundable for change of mind. This does not remove rights to an appropriate refund, replacement or other remedy for incorrect, damaged, defective, recalled or otherwise non-conforming supplies. Contact us promptly about a supply issue so the clinical team can give appropriate handling instructions. If we take payment but cannot supply the medicine, we refund the unfulfilled purchase and associated undelivered service charges.
Refund method and timing
We process approved refunds within seven calendar days of approval, or earlier where a mandatory deadline applies. We review requests promptly; approval cannot be used to postpone a statutory deadline. Bank or card-provider posting time may be additional and will be explained where known.
Refunds return to the original payment method for fraud prevention. Cash payments are refunded electronically to a verified account belonging to the original payer. If the original payment method cannot receive a refund, we agree a verified alternative consistent with applicable requirements. We may request reasonable identity and payment verification, but never your full card credentials through chat or email.
Unless a lawful deduction described in this policy applies, a stated full refund means the full refundable amount without an Ovio processing fee. Any exchange-rate difference caused by the customer’s bank is outside our control, without limiting mandatory rights.
Complaints and legal rights
Contact info@oviowellness.com or +66 98 296 1357 if you disagree with a charge or decision. We aim to acknowledge complaints within two business days and provide a resolution or progress update within seven calendar days of receipt. Business days exclude weekends and Thai public holidays. Complex clinical reviews may take longer, with progress explained.
Nothing in this policy removes statutory cooling-off rights where applicable, remedies for unprovided or deficient services, or the ability to seek help from a regulator or competent court. The policy is governed by Thai law and must be applied consistently with mandatory protections.
Contact address: 50 Sukhumvit 15, Khlong Toei Nuea, Watthana, Bangkok 10110, Thailand.