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Refunds and cancellation

Last updated:

Last updated: 1 November 2026

Service provider

  • Trade name: DuDoctor
  • Company name: Excelvion, SLU
  • Registered office: Carretera Engolasters 53, Escaldes
  • Registration details: Registered in the Companies Register under registration number 26506, book S-510, folios 51-60, with tax registration number L-721597Y
  • Contact email: hello@dudoctor.com
  • Data protection contact: hello@dudoctor.com
  • Website: https://dudoctor.com

1. Summary

  • Once the doctor has confirmed your treatment, the consultation is considered provided and its price is not refunded.
  • If the service is not provided for reasons beyond your control, we refund the full amount.
  • Subscriptions have no minimum term: you can cancel future renewals whenever you like.
  • Medicines are not paid to DuDoctor, so they are not part of these refunds.

2. When a refund applies

  • Before confirming treatment, the doctor declines your case or concludes that you are not eligible for an online consultation — Refund: 100%
  • A technical failure attributable to DuDoctor prevents the service purchased from being provided — Refund: 100%
  • Duplicate charge, or a renewal charged after you cancelled it — Refund: 100% of the amount wrongly charged
  • The doctor has already confirmed your treatment — Refund: Not applicable: the medical service has been provided

3. Subscriptions

  • You can cancel at any time from the “Invoices” section of your patient area or by writing to hello@dudoctor.com.
  • Cancelling stops future renewals. You keep follow-up until the end of the period already paid, which is not pro-rated.
  • If we change the price, we will notify you reasonably in advance and you may cancel before it applies.

4. How to request a refund

Write to hello@dudoctor.com from your account email stating the payment date and the reason. If the refund applies, it will be made through Stripe to the same payment method you used. Your bank may take a few days to show it.

5. Right of withdrawal

Healthcare services are excluded from the 14-day statutory right of withdrawal (Article 93 of the Spanish Consolidated Consumer Protection Act). This policy does not limit your legal rights if the service is not provided or is defective.

6. If you disagree

You can file a complaint as described on the Complaints page.