Effective Date:** [12/09/2024]

At Ask Dr Olz (Pty) Ltd, customer satisfaction is our priority. We offer a transparent and straightforward return and refund policy to ensure a hassle-free experience when using our telehealth services or purchasing health products from our online store.

1. Telehealth Consultation Refunds
1.1. Eligibility for Refunds:
Refunds for telehealth consultations are only granted under the following conditions:

– The consultation was canceled at least 24 hours before the scheduled appointment.
– The consultation could not take place due to a technical error on our side (e.g., system failure or communication issues caused by Ask Dr Olz). 

– In case of an emergency that prevents you from attending the consultation, you may request a refund or reschedule the appointment within **48 hours** of the missed consultation.

 1.2. Non-Refundable Consultations:

– Completed consultations or no-shows without prior notice (within 24 hours) are nonrefundable.
– Any follow-up consultations already provided as part of a package are non-refundable.

1.3. Refund Process:
To request a refund for a telehealth consultation, please contact us via info@askdrolz.com or call +27 785 168 241. Refunds are processed within 7-10
business days via the original payment method.

2. Health Products Return Policy
2.1. Eligibility for Returns: Products purchased from our online health shop are eligible for return or exchange
under the following conditions:
– The product is returned within 14 days of the delivery date.
– The product is unused, unopened, and in its original packaging.
– Proof of purchase is provided.

2.2. Non-Returnable Products:
– Opened or used health products, supplements, or personal care items cannot be returned due to health and safety regulations.
– Products that are on clearance or special promotions are non-refundable unless
faulty. 

2.3. Damaged or Defective Products:
If you receive a damaged or defective product, please contact us within 48 hours of receiving the order. We will arrange a replacement at no additional cost or offer a full refund, including shipping costs.

2.4. Return Process:
To initiate a return, please email us at info@askdrolz.com with your order number and the reason for return. Once approved, we will provide instructions on where to send the product. Return shipping costs are the responsibility of the customer unless the product is faulty or incorrect.

3. Refund Policy for Health Products
3.1. Refund Eligibility:
Refunds are only processed for products that are returned in accordance with our Return Policy. Once we receive and inspect the returned item, we will notify you about the approval or rejection of your refund.

3.2. Refund Process : Approved refunds will be processed within **7-10 business days** after we receive the returned product. The refund will be issued to your original payment method.

3.3. Shipping Costs:
Original shipping costs are non-refundable unless the product was faulty or incorrect. If you return a product for reasons other than damage or defect, the shipping cost will be deducted from your refund.

4. Cancellation Policy for Health Products
If you wish to cancel an order before it is shipped, please contact us as soon as possible at info@askdrolz.com. If the order has already been dispatched, you will
need to follow our Return Policy for a refund.

5. Changes to This Policy
We reserve the right to modify or update this **Return and Refund Policy** at any time. Any changes will be posted on this page, and the date of the latest revision will be indicated.

6. Contact Information
If you have any questions about this **Return and Refund Policy**, feel free to contact us:
– Email: info@askdrolz.com
– Phone: +27 785 168 241
– Address: 505 West Avenue, Ferndale, Randburg, 2194, South Africa