The following cancellation and refund outcomes apply to patient pay-as-you-go bookings on Afya1. M-Pesa through Pesapal can only reverse the original charge in full, so Afya1 does not offer a 50/50 split.
| Timing / Event | Outcome |
|---|---|
| Patient cancels more than 24 hours before an accepted Session | Full refund to the Patient |
| Patient cancels 24 hours or less before an accepted Session | No refund; the Provider keeps the consultation fare for holding the slot |
| Patient cancels before the Provider accepts | Full refund to the Patient |
| Provider declines, or does not accept within 2 hours | Full refund to the Patient |
| Provider cancels after accepting | Full refund to the Patient, regardless of timing |
Patient payments are held in escrow. If a dispute is raised within the dispute window and upheld, refunds are processed based on available evidence including session logs and attendance records.
For cancellation support, contact support@afya1digital.com.