Refund Policy

Last updated: November 2, 2026

This Refund Policy explains when payments made through the TMR Golden Living mobile application ("App") can be refunded and how refunds are issued by TMR Golden Living ("Hospital," "we," "us," or "our"). It should be read together with our Terms of Service and our Privacy Policy.

1. How Refunds Are Issued

  • To your wallet: Approved refunds are credited to your TGL Wallet in the App. The refund appears in your wallet transactions, and you can use it to pay for any service in the App.
  • Amount refunded: Refunds cover the amount paid for the service. Fees charged by mobile money, card and other payment providers are not refunded.
  • Payments that qualify: Wallet refunds apply to payments made through Flutterwave, Pegasus or your TGL Wallet. See Section 6 for insurance and other payments.

2. Appointments and Remote Consultations

  • Cancelling yourself: You can cancel an appointment in the App while its status is "Received". The amount you paid is then refunded to your wallet.
  • After that stage: Once an appointment has moved past "Received" (for example, it has been accepted or is in progress), it can no longer be cancelled in the App. If you have a problem, please contact us.
  • Cancelled by us: If the doctor or the Hospital cancels your appointment, the amount you paid is refunded to your wallet.
  • Completed appointments: Appointments and consultations that have been completed are not refundable.

3. Medicine, Laboratory and Radiology Orders

  • Cancelling yourself: You can cancel an order in the App while its status is "Received". The amount you paid is then refunded to your wallet.
  • After that stage: Once an order has moved past "Received" (for example, it has been accepted, prepared or picked up by a rider), it can no longer be cancelled in the App. If you have a problem, please contact us.
  • Cancelled by us: If the Hospital cancels your order, the amount you paid is refunded to your wallet.
  • Delivered medicines: For safety reasons, delivered medicines cannot be returned or refunded, unless the item delivered was wrong, damaged or expired. In that case, please contact us.
  • Tests already started: Laboratory and radiology services are not refundable once a sample has been collected or the test has been performed.

4. Wallet Funds

As set out in our Terms of Service, funds added to your wallet are intended solely for use within the Hospital's services and may not be refundable, unless required by law. Wallet balances, including refunds credited to your wallet, cannot be withdrawn as cash.

5. Payment Problems

Please contact us if you were charged twice, or if money left your account but your appointment or order was not created. We will check the payment with the payment provider and, once it is confirmed, correct it, including by refunding the amount to your wallet where appropriate. Payments made through the App are also subject to the terms and conditions of the respective payment processors.

6. Insurance and Other Payments

Services paid for through insurance, or paid directly to the Hospital, are not refunded to your wallet. If you have a question about one of these payments, please contact us and we will help you with the Hospital or your insurer.

7. How to Request a Refund

If you cannot cancel in the App, or you believe you are owed a refund, please contact us using the details in Section 9 and include:

  • The email address or phone number on your account.
  • Your order or appointment number.
  • The payment or transaction reference, if you have it.
  • The reason for your request.

We will review your request and let you know the outcome.

8. Changes to This Refund Policy

We may update or modify this Refund Policy from time to time. Any changes will be posted on this page, and the revised policy will become effective immediately upon posting.

9. Contact Us

If you have any questions about this Refund Policy, please contact us at:

TMR Golden Living
Email: [email protected]
Phone: +256788 012 983
Website: www.tmrgoldenliving.org