Cancellations and Refunds

This document has not been reviewed by a lawyer This is a draft written from what the site states about itself. Before publication it needs review by a lawyer practising Israeli law and data protection, not least because the service collects medical information and transfers it to a treating party outside Israel.

This page explains when you are entitled to a refund, how much, and how to request one. It concerns the service fee only — payment for the product itself happens between you and the pharmacy in Greece and never passes through us.

Not approved — full refund

This is our central commitment. If the Greek-licensed physician assessed your request and decided not to approve it, the service fee is returned to you in full, with no cancellation charge and no handling charge. The refund is made to the payment method you used. The exceptions are set out under "When no refund is due" below.

When the fee is charged

The service fee is settled before the physician reviews the request, not after. That is what gives the refund promise meaning: there is money that can come back.

How it runs in practice:

You complete and send the questionnaire. No payment is taken in the form itself and no card details are entered.
We reach out on WhatsApp, check the request is complete, and settle the service fee.
Only then does the request go to the physician for review.
If the physician does not approve, the full amount is refunded with no cancellation charge.

Why not charge afterwards Because the review itself is the service. The physician spends time on every request, including the ones they decline. The refund commitment exists precisely so that risk does not fall on you.

Cancellation under the Consumer Protection Law

An order placed on this site is a "distance sale" under the Israeli Consumer Protection Law, 5741-1981. In addition to the commitment above, you have a statutory right of cancellation:

You may cancel within 14 days of the transaction or of receiving the transaction details document, whichever is later.
For a service transaction, cancellation is available provided it is made at least two days, not being days of rest, before the service is due to be provided.
Where cancellation does not arise from a defect or non-conformity, the trader may charge a cancellation fee of no more than 5% of the transaction price or ILS 100, whichever is lower.
A person with a disability, a senior citizen and a new immigrant have a longer cancellation period under the law, subject to its conditions.

When no refund is due

Once the physician has assessed and approved the request — the service you bought has been delivered in full.
Where the request was declined because information was knowingly given that was false or incomplete.
For a product bought at a pharmacy in Greece — that payment does not pass through us, and refunds for it are subject to the pharmacy's policy and to Greek law.
For your own associated costs — flights, accommodation or travel — which are not part of the service.

How to request

Send a cancellation or refund request in writing to the address set out below, including your name and order details. We will confirm receipt, and the refund will be made within the period set by law from the date the request is received.

To complete before publishing

Dedicated email address for cancellation and refund requests
Actual refund turnaround (business days) and the name of the payment processor
Whether a cancellation fee is charged and at what rate, or the decision to waive it
Postal address for a cancellation notice, if required

Last updated: September 2026.