Payment, Cancellation and Refund Policy

Last Updated: 01.08.2026

1. General Provisions

This Payment, Cancellation and Refund Policy (hereinafter referred to as the “Policy”) governs the procedures for booking medical services, making online payments, modifying or cancelling appointments, and requesting refunds through the official website of VitaMed Medical Center at vitamed.am (the “Website”).

This Policy applies to all medical services available on the Website for which online payment is offered.

By booking an appointment or making a payment through the Website, the User confirms that they have read, understood, and accepted the terms of this Policy.

2. Booking Medical Services

Through the Website, Users may book appointments for, including but not limited to:

• physician consultations;
• online consultations;
• laboratory tests;
• diagnostic and imaging examinations;
• preventive health check-ups;
• other medical services available on the Website.

An appointment request is considered preliminary until it has been confirmed by the Medical Center or, where applicable, until successful payment has been completed.

3. Online Payments

Payments for medical services are processed through secure electronic payment systems integrated into the Website.

The Medical Center does not store Users’ complete payment card information and has no access to confidential payment credentials.

A payment is considered successfully completed once confirmation has been received from the payment service provider.

Following successful payment, the User may receive:

• a payment confirmation;
• an electronic receipt (where available);
• confirmation of the booked appointment.

4. Service Fees and Payment Terms

The prices of medical services displayed on the Website are stated in Armenian Drams (AMD), unless otherwise specified.

The Medical Center reserves the right to modify service fees at any time.

Any changes to pricing shall not affect appointments that have already been confirmed and paid for.

5. Appointment Rescheduling

Users may request to change the date or time of an appointment before the scheduled medical service is provided.

The availability of appointment changes depends on:

• the physician’s schedule;
• the nature of the requested medical service;
• available appointment times.

The Medical Center will make reasonable efforts to offer the nearest available alternative appointment.

6. Appointment Cancellation

Users may cancel an appointment before the scheduled medical service by contacting the Medical Center using the contact details provided on the Website.

Where specific medical services are subject to special cancellation conditions, such conditions will be indicated on the relevant service page or during the booking process.

The Medical Center reserves the right to cancel or reschedule an appointment in circumstances including, but not limited to:

• the physician becoming unavailable;
• technical failures;
• emergency situations;
• medical or operational reasons preventing the provision of the scheduled service.

In such cases, the User will be offered an alternative appointment or, where appropriate, a refund in accordance with this Policy.

7. Refunds

A full or partial refund may be provided in the following cases:

• the payment was made by mistake;
• duplicate payment was made for the same medical service;
• the medical service was not provided due to the fault of the Medical Center;
• the appointment was cancelled by the Medical Center;
• a payment was successfully completed due to a technical error, but the appointment was not created.

Each refund request is reviewed individually, taking into consideration the specific circumstances of the case.

8. Cases Where Refunds Are Not Provided

Unless otherwise required by the legislation of the Republic of Armenia or the internal rules of the Medical Center, refunds may not be provided in the following cases:

• the medical service has already been fully provided;
• the online consultation has already taken place;
• laboratory or diagnostic examinations have already been completed;
• the User failed to attend the scheduled appointment without prior notification;
• the User refused to receive the service after the service provision process had already started.

If a service has been partially provided, the possibility and amount of any refund shall be determined by the Medical Center on an individual basis, taking into account the circumstances of each case.

9. Refund Request Procedure

To request a refund, the User should contact the Medical Center and provide the following information:

• full name;
• contact details;
• payment date;
• payment confirmation or receipt (if available);
• reason for requesting a refund.

The Medical Center may request additional information or documents if they are necessary to review and process the refund request.

10. Refund Processing Time

Refund requests are reviewed by the Medical Center within a reasonable period after receipt.

If a refund is approved, the funds will be returned using the same payment method used for the original transaction, unless otherwise required by applicable law or payment system rules.

The actual time required for the funds to appear in the User’s account may depend on the policies and processing times of the User’s bank, card issuer, or payment service provider.

11. Technical Issues During Payment

If during the payment process:

• funds have been charged but the appointment was not confirmed;
• the payment process was interrupted due to a technical issue;
• the User received an error message after completing payment,

the User should contact the Medical Center as soon as possible and provide available payment details.

Where necessary, the Medical Center may cooperate with the relevant payment service provider to verify the transaction and resolve the issue.

12. Fraud Prevention and Payment Security

To protect Users and ensure payment security, the Medical Center reserves the right to temporarily suspend or refuse payment processing where there are reasonable grounds to suspect:

• fraudulent activity;
• the use of inaccurate or false personal information;
• unauthorized use of payment methods;
• violation of security requirements.

In such cases, the Medical Center may contact the User to request additional information or verification.

13. Limitation of Liability

The Medical Center shall not be responsible for:

• technical failures of banks, payment providers, or other financial institutions;
• interruptions in Internet services;
• incorrect information entered by the User during payment or registration;
• refusal of payment transactions by banks or payment service providers;
• inability to complete payment due to circumstances beyond the Medical Center’s reasonable control;
• technical problems related to the User’s device, software, or internet connection.

14. Changes to This Policy

The Medical Center reserves the right to modify, update, or supplement this Policy at any time.

The updated version will be published on the Website and shall become effective from the date of publication unless otherwise stated.

Continued use of the Website after publication of changes means that the User accepts the updated version of this Policy.

15. Contact Information

For questions related to payments, appointment cancellations, refunds, or this Policy, Users may contact the Medical Center using the contact information provided on the official Website at vitamed.am.

16. Acceptance of This Policy

By booking a medical service, making an online payment, or using other services available through the Website, the User confirms that they have carefully read, understood, and accepted this Payment, Cancellation and Refund Policy and agree to comply with all of its provisions.