A considered, written review of your medical case — within 24 hours.

Last updated: 5 June 2026

1. Overview

Because our offerings are service-based, our refund and cancellation policy differs from standard product returns. We are committed to providing you with high-quality consultation services. However, we ask that you respect our professionals' time and availability.

2. Cancellations

MedConsults consultations are delivered as written assessments rather than scheduled appointments, and a review begins only after your payment is confirmed.

• Before your review begins: you may cancel your request at any time before we begin working on it. You will be eligible for a full refund, or you may keep the payment as a credit toward a future consultation.
• After your review has begun: because the time and work are reserved specifically for your case, a request cancelled once we have started your review is charged in full and is non-refundable.

3. Eligibility for Refunds

• Before services begin: if you cancel before we have started your review, you are eligible for a full refund, or you may choose to keep the payment as credit for a future consultation.
• After services have commenced: once a consultation has started or your report has been delivered, it is strictly non-refundable.
• Technical issues: if your consultation cannot be completed due to a technical error on our end, we will fully refund your fee or re-run your review at no additional cost, at your preference.

4. Exceptions and Special Circumstances

We understand that true emergencies happen. If you are affected by unforeseen, extenuating circumstances, contact our support team at support@yourdomain.com. Exceptions to this policy are handled on a case-by-case basis.

5. How to Submit a Request

To initiate a cancellation or request a refund, please contact us at support@yourdomain.com with your name, your consultation reference number, and the reason for your request.

6. Refund Processing

If your refund is approved, it will be processed and applied to your original payment method (the PayPal account or card used for payment). Please allow 7 to 14 business days for the funds to appear in your account, depending on your bank or card provider.

Last updated: 5 June 2026

1. Introduction & our approach

MedConsults provides AI-generated medical second opinions and is offered internationally, which means we handle personal data — including sensitive health data — for people in many countries. We take its privacy and security seriously. This policy explains what we collect, how we use and protect it, and the rights you have. We process personal data to a high international standard, modelled on the EU General Data Protection Regulation (GDPR), and in line with the data-protection laws that apply to you wherever you are located.

2. Information We Collect

• Identity & contact details: your name and email address, and the age and sex you provide for the case.
• Clinical information you submit: the symptoms, history, medications, and questions you enter.
• Files you upload: laboratory results, radiology reports and images, pathology reports and slide images, and any other documents you choose to attach.
• Service details: the consultation type (general, radiology or pathology), the tier you select, and your consultation reference.
• Payment status: confirmation of payment from our payment provider. We do not collect or store your card or bank details — payments are handled entirely by PayPal.
• Limited technical data: basic information needed to operate and secure the service.

Anonymous submission & your client code. At your discretion, you may submit your documents anonymously — leaving out your name and redacting identifying details from the files you upload. Your privacy is protected on every submission; choosing to submit anonymously simply optimizes it further. Each client is also assigned a unique, private client code (similar to a medical record number) that serves as your reference for this and any future consultations, so we can recognize your records without relying on your personal identity. Keep your client code safe and share it only with us.

3. Legal Basis & Consent

We process your personal data on the basis of your explicit consent — which you give when you submit your case and accept this policy — and to perform the service you request. Health data is treated as a special category of (sensitive) personal data under the GDPR and comparable laws, so we apply enhanced safeguards and rely on your explicit consent to process it. You may withdraw your consent at any time (see "Your Rights"); withdrawal does not affect processing already carried out before then.

4. How We Use Your Information

We use your information only to prepare and deliver your second opinion; to confirm payment and begin your review; to respond to your enquiries and provide support; to maintain the security and integrity of the service; and to meet our legal obligations. We do not sell your data or use it for advertising or unrelated direct marketing.

5. AI Processing

Your case is analysed using artificial intelligence to produce a written second opinion. As stated throughout this site, that output is informational only, may be inaccurate, and must be validated with a licensed medical professional before any decision is made.

6. Storage and Security

Files and case information are stored in private, access-controlled folders and transmitted over encrypted connections. We apply technical and organisational security measures appropriate to sensitive personal data, restrict access to those who need it to deliver your review, and maintain a personal-data breach procedure — including notifying the relevant supervisory authority and affected individuals without undue delay (and, where the GDPR applies, within 72 hours of becoming aware) as required by applicable law.

7. Sharing and Disclosure

We share personal data only with our payment provider (PayPal) to process your payment; with service providers that process data on our behalf under appropriate data-processing agreements; and with competent authorities where we are required to by law. We do not otherwise share or sell your information.

8. International Data Transfers

Because we operate internationally and use cloud-based providers, your data may be stored or processed in countries other than your own. We carry out such transfers only with the appropriate safeguards required by applicable law — for example, standard contractual clauses, a transfer to a country recognised as providing adequate protection, or your explicit consent — and we take steps to keep your data protected to the standards in this policy.

9. Data Retention

We keep your information only for as long as necessary to provide the service and meet our legal and record-keeping obligations, after which it is deleted or anonymized. Requests that are never paid for may be removed after a limited period. You may ask us to delete your data at any time, subject to records we are required to retain by law.

10. Your Rights

Depending on where you live, you may have rights under applicable data-protection law (such as the GDPR) to be informed about how your data is processed, to access it, to correct or update it, to have it erased, to restrict or object to its processing, to withdraw your consent, and to data portability. To exercise any of these, contact us using the details below. You also have the right to lodge a complaint with your local data-protection authority.

11. Children's Data

Data-protection laws give children's personal data special protection. This service is not intended for use by children without the involvement and consent of a parent, guardian, or treating clinician. Please do not submit a child's information unless you are authorised to do so.

12. Where We Operate & Governing Law

MedConsults is offered internationally and is operated by [Company name], based in [your home country]. This policy and our processing of personal data are governed by the laws of [your home country], without limiting any mandatory protections you have under the laws of the country where you are located. We may limit or decline to offer the service in certain countries; by using it, you confirm that you may lawfully receive a remote written second opinion in your location.

13. Data Protection Contact

For any question or request about your data — or to reach our data protection officer, where one is appointed — contact privacy@yourdomain.com. You may also contact the data-protection authority in your country.

14. Changes to This Policy

We may update this policy from time to time. The "last updated" date above will always reflect the most recent version.