Refund Policy

Effective Date: 17/07/2025

At PingMeDoc.net, we are committed to providing a secure, transparent, and efficient online medical certification service. This policy outlines when refunds are available, how cancellations work, and the circumstances under which fees cannot be refunded. It is designed to ensure a fair experience for both our clients and the certified doctors who dedicate time to reviewing each case.

When Refunds Are Possible

Refunds are generally only possible if you cancel before your case has been reviewed by one of our licensed doctors. Because every certificate involves direct medical assessment, once the review process begins, professional time and expertise have already been allocated to your case.

Refunds can be considered if:

• You notify us that you no longer require the certificate and cancel your request before the doctor’s review starts.
• It turns out that the certificate you requested is outside the scope of our services (for example, highly specialized medico-legal certificates or use cases we do not support).
• Our team is unable to reach you for more than 48 working hours, despite multiple attempts to contact you by email or phone, and you confirm cancellation before the doctor’s review.
• A technical or administrative issue on our side prevents us from processing your case.

In all such cases, a small convenience fee may be deducted from your refund to cover secure platform operations and processing costs. The remainder will be promptly returned to your original payment method.

When Refunds Are Not Available

Because our service centers around professional medical evaluations, we cannot offer refunds once:

• A licensed doctor has begun reviewing your health details, even if you later decide not to proceed.
• The doctor has requested additional details or documentation and you choose not to continue.
• Your certificate has already been securely generated and delivered to your email.
• You miss multiple attempts to schedule or complete a required teleconsultation, if necessary.
• You do not respond to follow-up requests for more than seven days, causing your case to close automatically.
• The medical opinion does not match the outcome you had hoped for — such as the doctor determining a different recommended duration or type of leave. All clinical judgments rest with the doctor.

This ensures that our team of certified physicians can dedicate their time fairly, while also maintaining the credibility of every document we issue.

Secure Processing & Data Policy

We operate under rigorous privacy and data management practices aligned with ISO-standard data security frameworks. All health information is encrypted and only retained for the time necessary to process your case. Closed or inactive cases are securely deleted within 15 days to safeguard your privacy.

Once a medical certificate has been created, it cannot be modified. This policy upholds both legal standards and medical ethics, guaranteeing the integrity of every certificate issued by our doctors.

How to Request a Refund or Cancellation

If you wish to cancel your request or believe you are eligible for a refund under this policy, simply email us at care@pingmedoc.net with your name, case reference number, and a short explanation. For your protection, we only process refund or cancellation requests submitted via email. Our team will respond within five working days, and approved refunds are processed through your original payment method, subject to normal banking timeframes.

Additional Notes & Important Policies

At PingMeDoc.net, we aim to provide a seamless digital medical certification experience that is consistent, transparent, and aligned with best practices across Europe. The following points clarify how we handle international requests, data retention, document finalization, and verification.

Cross-Border and International Use

If you submit a request while residing outside your home country, or if your medical certificate will be presented to an organization in another country, your case is processed under our International Document Protocol.

In such cases:

Our licensed doctors will process your form details directly, and will contact you only if further clarification or supporting information is needed to complete your assessment.

You are responsible for ensuring that the type of certificate you request meets the specific requirements of local authorities, employers, or educational institutions in the destination country.

Data Handling & Retention

For privacy and security, we maintain a clear data retention policy:

• Closed or inactive cases — whether digital or documented in secure internal logs — are retained for a maximum of 15 days.
• If we request additional details to complete your certificate and receive no response within 7 days, your case will be closed automatically, and any potential eligibility for refunds or document issuance will lapse.

Once a document is securely deleted, it cannot be retrieved. This policy is designed to protect your health data and uphold confidentiality.

Medical Review, Diagnosis & Certificate Duration

Each certificate is issued strictly at the discretion of the reviewing physician. Based on the details you provide, the doctor will determine:

• Whether your case qualifies for a medical certificate.
• The appropriate diagnosis wording and recommended duration, following ethical medical standards.

We uphold the integrity of medical documentation, which means we cannot alter the doctor’s findings to suit external expectations.

Document Finalization & Edits

Once a certificate is issued and delivered to you:

• It cannot be changed, edited, or re-issued under the same case for any reason.
• This protects both the patient and the physician under local medical laws and preserves the credibility of your document.

If your case includes a draft approval stage (for instance, a preview of the digital certificate), please respond promptly. If we do not hear back within 24 hours, the document will be finalized and automatically released to your email.

Document Verification for Employers, Schools or Travel Authorities

Standard verification requests by email (where the organization wishes to validate the authenticity of your certificate with the issuing doctor) are always handled free of charge.

If an institution requires a direct phone consultation or live verification with the doctor, a standard processing fee applies, typically €10 or $10, depending on the original currency of your order.

How to Initiate a Refund or Policy Review

If you wish to request a refund or need clarification under our policy, please follow these simple steps:

• Send us an email at care@pingmedoc.net. Include your full name, your case reference number, and a brief explanation of your request.
• For security and privacy reasons, we only process these requests via email.
• You can submit your request anytime, 24/7.
• Our support team carefully reviews each case and will get back to you within five working days (Monday to Friday, 9:00 to 18:00 CET).

If your refund is approved, it will be issued directly to your original payment method. Please allow standard banking timelines for the funds to appear, as processing times may vary by bank or payment provider.

At PingMeDoc.net, we are proud to deliver official, doctor-certified medical certificates in as little as 15 minutes, backed by secure technology and a clear, fair policy. If you have any questions about this Refund & Cancellation Policy or need further assistance, please don’t hesitate to contact our support team.