Effective date: June 21, 2026 This policy explains what happens when an appointment is cancelled on ICare MC and iCare Doctors. By booking or accepting appointments, you agree to these rules.

1. Doctor availability

Doctors set their own weekly schedule and open time slots. When a patient books and pays for a slot, the doctor is expected to keep that appointment.

2. If the doctor cancels

When a doctor cancels a paid appointment: • The patient is refunded automatically to their ICare MC wallet (the service fee that was paid). • Chapa gateway transaction fees are not refunded. • A cancellation penalty may be deducted from the doctor's wallet when enabled by the platform. • The time slot becomes available again for other patients.

3. Doctor cancellation fine

Because doctors control their own availability, cancelling a paid booking may result in a fixed fine deducted from the doctor's wallet balance. The fine amount is set by iCare admin. If the doctor's available balance is lower than the fine, only the available balance is deducted.

4. If the patient cancels

Patients may cancel while the appointment is still pending. Paid amounts are refunded to the patient wallet (service fee only). Chapa gateway fees are not refunded. No doctor fine applies when the patient cancels.

5. Using wallet refunds

Wallet refunds can be used for future doctor bookings on ICare MC. Wallet balance is not a bank payout unless the platform offers a separate withdrawal process.

6. Contact

Questions about cancellations or refunds: support@icare-mc.com