Refund & Cancellation Policy

When you pay

You send an appointment request to a doctor. Once the doctor approves it, you pay the consultation fee online before the consultation starts. The fee is shown on the doctor's profile and at checkout, with no hidden charges.

Full refund

• You cancel at least 1 hour before your scheduled consultation.
• The doctor declines, cancels, or reschedules a consultation you have already paid for, and you don't accept the new schedule.
• The doctor doesn't join the consultation.
• You were charged more than once for the same appointment.

No refund

• You cancel less than 1 hour before the scheduled consultation.
• You don't join the consultation at the scheduled time.
• The consultation was completed.

How to request a refund

Email support@hilom.health with your appointment ID, the name on your account, and the reason. We reply within one business day. Approved refunds go back to your original payment method (GCash, Maya, or card) within 7 to 14 business days, depending on your bank or e-wallet.

Doctor subscriptions

Lightweight EMR subscriptions for doctors can be cancelled anytime and stay active until the end of the paid period. Fees for a period that has already started are not refunded. The 7-day free trial never charges automatically.