Our Refund Guarantee
100% Money-Back Guarantee
If our GMC-registered doctor determines they cannot issue your medical certificate for clinical reasons, you will receive a full refund within 3 business days.
When You're Eligible for a Refund
You are entitled to a full refund in the following circumstances:
Clinical Reasons
If our GMC-registered doctor reviews your case and determines that issuing a medical certificate is not clinically appropriate for your situation. The doctor will provide an explanation for their decision.
Technical Failures
If there is a technical error on our side that prevents us from delivering your medical certificate after payment has been processed.
Service Not Delivered
If we fail to deliver your medical certificate within the guaranteed timeframe for your chosen service level (Standard, Same Day, or Priority) through no fault of your own.
Duplicate Charges
If you were accidentally charged multiple times for the same service due to a payment processing error.
When Refunds Are Not Available
We cannot offer refunds in the following situations:
Change of Mind
If you change your mind after the doctor has reviewed and approved your medical certificate. Once the service has been provided, the medical work has been completed.
Third-Party Rejection
If your employer, insurer, or another third party refuses to accept your medical certificate. Our certificates are issued by GMC-registered doctors and meet UK standards, but we cannot control third-party acceptance policies.
Incorrect Information Provided
If you provided inaccurate or misleading information in your consultation form that led to issues with your certificate. You are responsible for ensuring all information submitted is truthful and accurate.
User Error
If you accidentally ordered the wrong service or selected incorrect dates. Please review your order carefully before submitting payment. We may be able to help amend minor errors - contact us at hello@fastdoc.co.uk.
How to Request a Refund
If you believe you're eligible for a refund, here's how to request one:
Email us at hello@fastdoc.co.uk with the subject line "Refund Request".
Include your order reference number and a brief explanation of why you're requesting a refund.
Our team will review your refund request and respond within 1 business day. If your request qualifies under our refund policy, we'll approve it immediately.
Once approved, we'll process your refund within 3 business days. The refund will be returned to the original payment method you used.
Your refund should appear in your account within 3-5 business days after we process it, though this can take up to 10 business days depending on your bank or card provider.
Refund Processing Times
Understanding the refund timeline:
While FastDoc processes refunds within 3 business days, the total time until you see the money in your account depends on your bank or card provider's processing times. This is outside of our control. If it's been more than 14 business days since we confirmed your refund was processed, please contact your bank or card provider directly.
Automatic Refunds
In certain situations, we process refunds automatically without you needing to request them:
No Action Required
If our doctor cannot issue your medical certificate for clinical reasons, we'll automatically process your refund and send you an email confirmation. You don't need to request it.
Refund FAQs
How will I receive my refund?
All refunds are processed back to the original payment method you used when placing your order. If you paid by credit card, the refund will go back to that card. If you paid by debit card, it will return to that account.
Can I get a refund to a different card or account?
No, for security and fraud prevention reasons, refunds can only be processed back to the original payment method. We cannot transfer refunds to a different card, account, or payment method.
What if I used a card that's now expired or closed?
If your card has expired, the refund will still be processed to that card number and your bank will typically credit it to your current replacement card automatically. If the account is completely closed, contact us at hello@fastdoc.co.uk and we'll work with our payment provider to find a solution.
Will I receive confirmation of my refund?
Yes, you'll receive an email confirmation as soon as we process your refund. This email will include the refund amount, the date processed, and when you can expect to see it in your account.
It's been more than 14 days and I haven't received my refund. What should I do?
First, check your email for our refund confirmation to verify we processed it. If we confirmed the refund but it's been more than 14 business days, contact your bank or card provider as the delay is on their end. If you didn't receive a refund confirmation from us, email hello@fastdoc.co.uk immediately.
Can I dispute a refund decision?
Yes, if you believe your refund request was incorrectly declined, you can email hello@fastdoc.co.uk with "Refund Dispute" in the subject line. Provide your order reference and explain why you believe you should be eligible. We'll review your case again.
Do you offer partial refunds?
No, we only offer full refunds when the criteria in our refund policy are met. There are no partial refunds or credits available.
Are refunds available for all FastDoc services?
Yes, this refund policy applies to all FastDoc services including Medical Letters, Online Prescriptions (when launched), and Specialist Referrals (when launched). The same refund guarantee applies across all services.
Need Help with a Refund?
If you have questions about our refund policy or need to request a refund, our team is here to help.
Email Our Support Team
Send us an email and we'll respond within 1 business day.
hello@fastdoc.co.uk