Refund Policy

1. About this policy

This Refund Policy applies to all orders placed on the DrOnline.io platform, which is created, hosted and managed by Digital Commercial Brokerage and Trading Services, registered in the State of Qatar at Al Jazeera Tower, Building 186, Street 836, Zone 61, West Bay, Doha, State of Qatar. The healthcare services are provided under the authority of Royal Link Healthcare Services. It explains when a refund is available, when it is not, and how to request one.

2. Consultations

If the treating doctor reviews your consultation and decides on clinical grounds that a prescription cannot be issued, the consultation fee will be refunded in full to your original payment method.

The decision is the doctor's clinical judgement and is final. Digital Commercial Brokerage and Trading Services plays no role in that decision. A refund of the consultation fee does not imply that you were eligible for the medication, only that no clinical service was delivered for which a fee can be charged.

If the doctor approves a prescription but reduces the quantity or removes a medication on clinical grounds, the difference is refunded automatically. The consultation fee itself is retained, since the clinical service was delivered.

3. Dispensed and delivered medication

Once medication has been dispensed and handed over for delivery, it cannot be returned and is not refundable, except where:

• The medication delivered does not match what was prescribed.
• The medication arrives damaged or with compromised packaging.
• A refund is required by law.

In these cases, contact us within 48 hours of delivery so we can investigate and arrange a replacement or refund.

Refunds are not offered for side effects experienced after a correctly-dispensed prescription. By placing a refill order you confirm you understand this.

4. Medication pricing

The price of any medication you receive through the platform is set by the Qatar Ministry of Public Health. Digital Commercial Brokerage and Trading Services does not mark up or mark down medication prices and does not profit from the cost of the medication itself. The medication price you pay is the same as the regulated price set by the Ministry.

Any refund of the medication cost (as opposed to the consultation fee, the nurse-visit fee or the delivery charge) is governed by the dispensing pharmacy's own refund policy, since the pharmacy is the seller of the medication. We will help you raise such a request with the pharmacy and pass on the outcome.

5. Home blood tests and analysis

Home blood-test packages cover the visit by a qualified nurse, sample collection, laboratory analysis, and a written report.

Once the nurse has visited and the sample has been collected, the home blood-test fee is non-refundable. This is because the operational and clinical costs (nurse visit, transport, lab processing) have been incurred and cannot be reversed.

You will receive your written report within 5 days of the nurse visit. If we are unable to deliver the report within this timeframe due to a fault on our side or the laboratory's side (and the issue is not caused by sample quality, your medical condition, or factors outside our control), you may be eligible for a partial refund or a re-test, at our discretion.

If the visit is cancelled by the nurse before sample collection takes place, the fee is fully refundable. If you cancel before the nurse has been dispatched, the fee is fully refundable. If you cancel after the nurse has been dispatched but before the sample has been collected, an administrative fee may be deducted to cover transport.

6. Delivery charges

Delivery charges are non-refundable once the delivery driver has been dispatched, regardless of the outcome of the order.

7. How to request a refund

1. Email support@dronline.io with your order number and the reason for your request.
2. Where the refund relates to a clinical decision (for example, a doctor declining to prescribe), the refund is normally processed automatically — no request is required.
3. We aim to acknowledge requests within 2 working days and to process approved refunds within 7 working days.

8. How refunds are paid

Refunds are issued to your original payment method. Card refunds typically appear in your account within 5–10 business days, depending on your bank. Refunds for orders paid on delivery (cash) are arranged with you on a case-by-case basis.

9. Disputes

If you are not satisfied with the outcome of a refund request, you may escalate by emailing legal@dronline.io. If the matter cannot be resolved, you retain any rights you have under Qatari consumer-protection law.

10. Changes

This policy may be updated. Material changes will be reflected in the "Last updated" date at the top of this page. Refunds are evaluated against the policy in force at the time of your order.

11. Contact

Support: support@dronline.io
Legal: legal@dronline.io

Digital Commercial Brokerage and Trading Services, Al Jazeera Tower, Building 186, Street 836, Zone 61, West Bay, Doha, State of Qatar