Cancellation & Refund Policy

This policy applies only to the amount collected by DocOnWay through the platform for a booking. It does not define, limit, or replace any statutory right of withdrawal or other consumer-protection right you may have under applicable law — see Section 9 (Statutory withdrawal rights) below.

You may cancel your booking free of charge, with a full refund (100%) of the amount collected by DocOnWay, up to 2 hours before your scheduled appointment time.

If you cancel less than 2 hours before your scheduled appointment time, and the assigned doctor or provider has not yet been dispatched and the service has not started, you will receive a 50% refund of the amount collected by DocOnWay for that booking.

Once the assigned doctor or provider has been dispatched, is en route, has arrived, or the requested service has otherwise started, no refund of the amount collected by DocOnWay will be issued, subject to applicable statutory rights.

If the assigned doctor or provider has been dispatched, or the scheduled service time has been reached and the provider was available to perform the service, and you do not attend the appointment or cancel in advance, no refund of the amount collected by DocOnWay will be issued.

If your booking is cancelled by the assigned healthcare provider or by DocOnWay, you will receive a full refund (100%) of the amount collected by DocOnWay, or, at your request, DocOnWay will coordinate rescheduling at no additional charge.

Refunds are issued to the original payment method used at checkout, typically within 5–10 business days from approval; the exact timing after that point depends on your card issuer or bank and is outside DocOnWay's control. Payments and refunds are processed in EUR. If your card is issued in a different currency, the refunded amount may differ from the amount originally charged due to exchange-rate fluctuations or fees applied by your card issuer; DocOnWay is not responsible for such differences.

This policy applies only to the amount collected by DocOnWay through the platform. Additional fees billed directly by the independent healthcare provider are subject to that provider's own cancellation and refund terms.

Nothing in this policy limits, replaces, or reduces any statutory right of withdrawal or other consumer-protection right you may have under applicable law, including Turkish consumer law governing distance contracts. Where you have expressly requested that DocOnWay begin coordinating your care request before the end of the statutory withdrawal period, the consequences of that request are described separately in the Distance Service Agreement and in the Early Performance acknowledgement presented at booking. If applicable law grants you rights more favorable than this policy, those statutory rights prevail.

DocOnWay is a service operated by ESSEMED Özel Sağlık Hizmetleri Medikal Turizm ve Ticaret Ltd Şti.
Tax Office: Antalya Kurumlar, Tax No: 3801029013
MERSİS No: 0380102901300001, Trade Registry No: 106778
Address: Soğuksu mah 299 sokak No:4/4
Muratpaşa/ANTALYA, 07030, Turkey
Phone: +90 850 888 92 07
Website: www.doconway.com
E-mail: support@doconway.com