Withdrawal, Cancellation and Refund Policy

Effective Date: 01.01.2025
Last Updated: 26.05.2025

Overview

At Sicknote.com, we are committed to providing timely and compliant healthcare services, including the remote issuance of sick notes. Please read this policy carefully to understand your rights regarding withdrawal, cancellation, and refunds.

This Withdrawal, Cancellation and Refund Policy (“Policy”) governs all transactions made through Sicknote.com (“we,” “us,” “our,” or “the Service”). By using our services, you agree to the terms outlined in this Policy.

Service Description

Sicknote.com provides online medical consultations for the purpose of obtaining medical certificates (sick notes) from licensed healthcare providers. Our services are delivered within one (1) business day of receiving your completed medical questionnaire and payment. 

Right of Withdrawal

14-Day Cooling-Off Period

In accordance with consumer protection regulations (Article 9 of Directive 2011/83/EU on Consumer Rights), you have the right to withdraw from your purchase within fourteen (14) days without giving any reason. The withdrawal period will expire after 14 days from the day of purchase.

Exception for Medical Services

Important Notice: Due to the nature of our medical services, once a licensed healthcare provider has reviewed your case and issued a medical certificate, the service is considered fully performed. If you request that we begin providing medical services immediately upon purchase (rather than waiting for the 14-day withdrawal period), you expressly acknowledge that you lose your right of withdrawal (Article 16(c) of Directive 2011/83/EU) once the medical consultation is completed and the sick note is issued.

How to Exercise Your Right of Withdrawal

To exercise the right of withdrawal, you must notify us of your decision to withdraw by a clear written statement via email to support@sicknote.com before the consultation has been completed or a sick note issued.

You may use the withdrawal form template provided below, but it is not obligatory.

Cancellation Policy

Before Medical Review

  • You may cancel your order at any time before a healthcare provider begins reviewing your case
  • Full refund will be provided for cancellations made before medical review begins
  • Cancellation requests must be submitted via email or contact form

After Medical Review Begins

  • Once a licensed healthcare provider has begun reviewing your medical information, the service cannot be cancelled
  • This typically occurs within 2-4 hours of order placement during business hours

Processing Cancellations

  • Cancellation requests are processed within 24-48 hours during business days
  • Refunds for approved cancellations are processed within 3-5 business days

Refund Policy

Eligible Refunds

We will provide full refunds in the following circumstances:

  1. Service Not Delivered: A full refund will be issued if we do not deliver your medical certificate within one (1) business day and you decide to cancel your order, unless the delay was due to incomplete, incorrect, or insufficient information provided by you
  2. Technical Errors: If technical issues on our platform prevent service completion
  3. Medical Ineligibility: If our healthcare provider determines you are not eligible for a sick note based on medical grounds
  4. Cancelled Before Review: If you cancel before medical review begins
  5. Valid Withdrawal: If you exercise your right of withdrawal within the permitted timeframe

Non-Refundable Circumstances

Refunds will not be provided in the following situations:

  1. Completed Service: Once a medical certificate has been issued and delivered
  2. Patient Information Issues: If you provide incomplete, inaccurate, or false medical information
  3. Third-Party Rejection: If your employer or institution rejects the medical certificate (this does not indicate a problem with our service)
  4. Change of Mind: After the medical review has begun, unless covered under withdrawal rights
  5. No-Show: If you fail to respond to healthcare provider requests for additional information within 48 hours

Refund Processing

Timeframes

  • Refund approval decisions: 24-48 hours
  • Credit card refunds: 3-5 business days
  • Google & Apple Pay: 3-5 business days
  • Bank transfer refunds: 7-14 business days

Method

  • Refunds are processed using the same payment method used for the original transaction
  • In exceptional circumstances, alternative refund methods may be arranged

Dispute Resolution

Internal Review Process

  1. Contact our customer service team with your concern
  2. We will investigate and respond within 48 hours during business days
  3. If unsatisfied with the initial response, you may request escalation to our medical director

External Dispute Resolution

If you are unable to resolve your dispute through our internal process, you may:

  • Contact your payment provider to dispute the charge
  • Seek resolution through applicable consumer protection agencies
  • Pursue resolution through appropriate legal channels

Medical Service Disclaimers

Professional Medical Relationship

By using our service, you acknowledge that a legitimate doctor-patient relationship is established between you and the licensed healthcare provider reviewing your case. All medical certificates are issued solely at the discretion of qualified healthcare professionals based on their clinical judgment.

Limitation of Service

Our platform is intended for the assessment of minor, short-term illnesses that are suitable for remote evaluation. We do not provide emergency medical services or manage complex medical conditions.

If your condition requires in-person examination, testing, or emergency intervention, we advise seeking appropriate care from a local healthcare provider or hospital.

Consumer Rights

This Policy does not affect your statutory rights as a consumer under applicable law, including rights under the EU Consumer Rights Directive (Directive 2011/83/EU).

Depending on your jurisdiction, you may have additional legal rights beyond those described in this Policy.

If you have any questions or concerns about your rights or how this policy applies to you, please contact us using the details below.

Contact Information

For all cancellation, withdrawal, and refund requests:

Sicknote.com – Customer Support

📧 Email: support@sicknote.com

🕒 Hours: 9:00 – 18:00 Mon-Fr

📬 Address: 

Sicknote OÜ

Harju maakond, Tallinn, 

Kesklinna linnaosa, Pärnu mnt 141, 

Estonia, 11314

Policy Updates

We reserve the right to update this Policy at any time. Material changes will be communicated via email and posted on our website. Continued use of our services after changes constitutes acceptance of the updated Policy.

Withdrawal Form Template

TO: Sicknote.com Customer Service
EMAIL: support@sicknote.com

I hereby give notice that I withdraw from my contract for the following service:

  • Order Number: _______________
  • Date of Purchase: _______________
  • Name: _______________
  • Email Address: _______________
  • Reason for Withdrawal (optional): _______________

Date: _______________
Signature: _______________

This policy is designed to comply with applicable consumer protection laws and LegitScript requirements for online healthcare services. For specific legal advice, consult with qualified legal counsel.