Effective Date: March 2, 2026

1. SUBSCRIPTION MANAGEMENT

If you wish to pause or cancel your existing subscription, you may do so via the “My Account” section on our website.

  • Effectiveness: Cancellations take effect immediately. However, if a cancellation occurs after a prescription has already been dispensed or a renewal order has been processed for shipping, that specific order cannot be cancelled or refunded.
  • Notice Period: To avoid being charged for the next billing cycle, users are advised to cancel at least 48 hours before their next scheduled renewal date.

2. REFUND ELIGIBILITY AND PROCESSING FEES

For approved refunds, the amount will be credited back to your initial payment method. To cover administrative and banking costs, a processing fee applies based on the order stage:

  • Pre-Consultation / Pre-Dispensing: A processing fee of S$15 may apply if you request a refund after an order is placed but before the clinical process has reached finalization.
  • Payment Processing: Please allow 5–10 business days for the refund to appear in your account, depending on your bank’s internal processing times.

3. NON-REFUNDABLE SERVICES

  • Medical Consultations: Upon completion of a consultation (via video, audio, or asynchronous chat), Cloud Clinic reserves the right to charge the applicable consultation fee. This fee is strictly non-refundable, regardless of whether a prescription is issued or if the patient decides not to proceed with the treatment.
  • Dispensed Medications: In accordance with Singapore Ministry of Health (MOH) safety guidelines and to ensure product quality and assurance, medications cannot be returned or refunded once they have been dispensed by the pharmacy or have left our facility.

4. DISPUTES AND QUALITY ASSURANCE

Any disputes regarding your order (e.g., damaged packaging, incorrect quantity) must be reported to Cloud Clinic within 7 days of delivery.

  • Reports must be made via our official channels (WhatsApp or Email) and should include photographic evidence of the issue.
  • Cloud Clinic reserves the right to replace the product or issue a credit at our sole discretion after reviewing the dispute.

5. REVISIONS TO THIS POLICY

We reserve the right to change this Cancellation and Refunds Policy at any time to reflect changes in the law, operational costs, or advances in technology. The “Effective Date” at the top of this document will reflect the latest version. Your continued use of the Services after such updates will be deemed your acknowledgment and acceptance of the changes.

6. CONTACTING US

For assistance with cancellations or refunds, please contact our customer service:

  • WhatsApp: +65 8892 8269
  • Email: hello@cloudclinic.cc