How payments and refunds work

The price you see on a doctor's profile and on the booking summary is the full price, shown in Pounds (£) and charged securely in GBP.

The fee covers the doctor's time, the secure video call, your visit summary, any medication recommendation issued, and Nexaphysicians platform costs.

When you book, the request goes to the doctor for approval. Your card is only charged after the doctor approves the time slot — never before.

You'll see the charge on your statement within a few minutes of approval, labelled NEXAPHYSICIANS. A receipt is emailed to you immediately.

You can request a refund from My bookings on the relevant consultation. Choose a reason and add a short note for our support team.

• Cancel 24+ hours before the consultation: automatic full refund.
• Cancel within 24 hours: 50% refund (the doctor has already blocked the slot).
• Quality issue or technical fault: open the consultation, choose "Report an issue", and our team will investigate within 48 hours.

Refunds are processed back to the original payment method. Typical timing:

• Card payments (Stripe / Paystack): 5–10 business days.
• Bank transfer payments: 3–5 business days.

We'll email you when the refund is sent. Your bank then decides how quickly the funds appear on your statement.

If your doctor doesn't join the call within 10 minutes of the scheduled start, open the consultation page and tap "Doctor didn't show". You'll receive an automatic 100% refund and we'll help you rebook with another verified doctor at no extra cost.

We track no-show rates and remove doctors who repeatedly miss appointments.

We never see or store your full card number. Payments are handled by Stripe and Paystack, both PCI-DSS Level 1 certified. Nexaphysicians only sees the booking reference and the amount.