1. Scope and who we are
Darman is a product of FindUs (Private) Limited. This Refund & Cancellation Policy applies to the Darman mobile application, website, patient accounts, doctor accounts, consultations, wallet transactions, and related payment and support services.
FindUs (Private) Limited operates Darman and is responsible for the Darman platform and the payment and wallet functionality described in this policy.
This policy applies only to Darman services. Other products or services operated by FindUs (Private) Limited may have separate payment, cancellation, and refund policies.
2. How payments work
Patients may add funds to their Darman wallet using the payment methods made available through Darman. Wallet funds may then be used to pay for eligible doctor consultations booked through the platform.
When a consultation is completed, the applicable consultation amount may be deducted from the patient's available wallet balance and credited to the doctor's Darman wallet, subject to the applicable platform rules, transaction status, and any applicable adjustments.
Darman does not treat a wallet top-up as payment for a particular doctor or consultation until the funds are used for an eligible transaction.
Consultation fees are displayed or communicated before the consultation is confirmed where the relevant information is available.
3. Patient wallet
The Darman patient wallet is an in-app balance used for eligible Darman payments. Wallet funds are separate from your bank account or payment card and are recorded in Darman's transaction system.
A wallet top-up increases the available balance in your Darman account. It does not by itself create a consultation booking or guarantee that a particular doctor will be available.
You are responsible for reviewing your wallet balance and transaction history and for reporting any transaction that appears incorrect, duplicated, unauthorised, or incomplete.
Darman may restrict wallet activity where reasonably necessary to prevent fraud, abuse, unauthorised transactions, chargebacks, security incidents, or violations of the Terms.
4. Patient consultation cancellations
Patients may cancel a consultation where the cancellation option is available in Darman.
Whether a cancelled consultation is eligible for a refund or wallet reversal may depend on when the cancellation occurs and whether the consultation has already started or been completed.
If a consultation is cancelled before the doctor has started the consultation and the applicable cancellation conditions are met, Darman may return the applicable amount to the patient's Darman wallet.
Once a consultation has started, cancellation may not qualify for a refund unless Darman determines that a refund is appropriate based on the circumstances.
Darman may apply reasonable cancellation rules to protect doctors from repeated or late cancellations while maintaining appropriate protections for patients.
5. Doctor cancellations
Doctors are expected to attend and conduct consultations that they have accepted and scheduled through Darman.
If a doctor cancels a consultation before it takes place, or is unable to provide the consultation for a reason attributable to the doctor, Darman may return the applicable consultation amount to the patient's Darman wallet.
Where appropriate, Darman may also take action under its doctor terms, including reviewing the doctor's availability, account status, or eligibility to receive future consultation requests.
A doctor cancellation does not normally result in a patient losing the consultation amount when the consultation was not provided.
6. Missed consultations
Patients and doctors are expected to be available at the agreed consultation time and to use the Darman application or the applicable communication method provided for the consultation.
If a patient does not attend or cannot be reached for a scheduled consultation, the consultation may be treated as a missed consultation and may not automatically qualify for a refund.
If a doctor does not attend or cannot be reached, the patient should report the issue to Darman as soon as reasonably possible. Darman may review the consultation records and determine whether the consultation amount should be returned to the patient wallet.
Exceptional circumstances may be considered individually.
7. Refunds
Where Darman determines that a refund is appropriate, the refund will generally be credited to the patient's Darman wallet unless another refund method is required or approved.
Refunds may be considered for situations such as a doctor cancelling a consultation, a consultation not being provided due to a technical or platform issue, an incorrect consultation charge, or another verified payment or service issue.
A refund is not guaranteed merely because a patient is dissatisfied with a consultation. Darman may review the circumstances, consultation status, relevant communications, and available transaction records before making a decision.
Where a consultation was properly provided by the doctor, the consultation charge will generally not be refundable solely because the patient disagrees with the doctor's professional opinion, diagnosis, recommendation, or treatment.
Darman does not control the professional medical judgment of doctors. Concerns about medical advice should be raised through the appropriate support or professional channels where applicable.
8. Failed or duplicate payments
If a wallet top-up or other payment appears to have failed but money was deducted from the patient's bank account or payment method, the patient should first allow the payment provider's normal processing or reversal period to complete.
If the amount does not appear in the Darman wallet or is not automatically reversed within the applicable period, contact Darman support with the transaction details.
If a payment appears to have been charged more than once for the same transaction, Darman may review the transaction records and, where a duplicate charge is confirmed, return the applicable amount to the patient's Darman wallet or through another appropriate refund method.
Payment providers may apply their own processing, settlement, or reversal timelines. Darman may need to coordinate with the applicable payment provider before resolving a disputed transaction.
9. Refund request process
To request assistance with a refund, cancellation, wallet transaction, or consultation payment, contact Darman at contact@findus.com.pk.
Please include the phone number registered to your Darman account, consultation or booking details, transaction date, amount, doctor information where relevant, and a clear description of the issue.
You may also be asked to provide transaction references, payment confirmation, screenshots, or other information reasonably needed to investigate the request.
Never send your password, one-time verification code, full card number, CVV, or other account-access credentials when submitting a support request.
Darman may verify account ownership before processing a refund or changing wallet-related information.
10. Doctor wallet
Doctor wallets are separate from patient wallets. Amounts attributable to completed consultations may be credited to the doctor's Darman wallet according to the applicable consultation and platform rules.
Doctor wallet balances may be subject to adjustments resulting from refunds, reversals, disputed transactions, fraud reviews, incorrect credits, or other legitimate account corrections.
Doctors may request withdrawal of an eligible wallet balance using the withdrawal method made available by Darman, subject to applicable verification, account status, transaction review, and withdrawal requirements.
Darman may delay or restrict a withdrawal where reasonably necessary to investigate a disputed transaction, suspected fraud, security issue, incorrect credit, or legal or compliance requirement.
11. Non-refundable situations
A refund may not be available where:
- the consultation was completed and the service was provided as booked;
- the patient voluntarily cancels after the consultation has started;
- the patient misses a scheduled consultation without an eligible cancellation reason;
- the request is based only on dissatisfaction with a doctor's professional opinion or medical recommendation;
- the claimed payment or consultation issue cannot reasonably be verified;
- the transaction has already been appropriately refunded or reversed; or
- the refund request is otherwise excluded by applicable terms or law.
These situations do not limit any rights or remedies that cannot legally be excluded under applicable law.
12. Payment disputes
If you believe that a wallet transaction, consultation charge, refund, or withdrawal is incorrect, contact Darman promptly so we can review the relevant records.
Darman may review wallet activity, consultation status, booking records, payment-provider information, communications, and other relevant records when investigating a dispute.
Where a payment provider, bank, or other financial institution is involved, resolution may also depend on that provider's processing and dispute procedures.
Nothing in this policy limits any rights or remedies available to patients, doctors, or other users under applicable law.
13. Changes and contact
We may update this Refund & Cancellation Policy when our Services, payment arrangements, wallet functionality, doctor policies, or legal obligations change.
The effective date at the top of this page shows the latest revision. If a material change affects how refunds or payments are handled, we will provide appropriate notice through the Darman application, website, or other appropriate communication channel.
Questions, complaints, and refund requests can be sent to contact@findus.com.pk.
For account-security reasons, never include your password or one-time verification code in a support request.