Refund policy · Palautusehdot

Refunds, cancellations and disputes.

Last updated 23 October 2026. Sama suomeksi · Samma på svenska.

This policy covers both services sold through Treat: doctor visits, sold by healthcare providers, and the employer subscription, sold by Treat Health Oy (business ID 3618620-6). See our terms of service for prices and payment, and our privacy policy for personal data.

1 — Who decides

• Doctor visits: the healthcare provider who sold the visit decides every refund, complaint and card dispute. Treat Health Oy receives your request and passes it on. It does not decide it.
• Employer subscription: Treat Health Oy decides.

2 — Doctor visits

You get a full refund, or are not charged at all, when:

• you cancel your case before a doctor opens it;
• no doctor has opened your case by the end of the provider's service hours on the next day;
• the visit cannot be completed because of a fault in the Treat app or on the provider's side;
• you were charged twice, or charged the wrong amount.

Once a doctor has opened your case, the visit has started and the price is not refunded in other cases. Because a visit is a healthcare service, the 14-day right of withdrawal for distance sales does not apply. Where your employer paid, the refund goes to your employer.

3 — Employer subscription

• The subscription is billed monthly in advance.
• You can cancel at any time with 30 days' notice. The subscription ends at the end of the calendar month in which the notice period ends, so you are never billed for part of a month.
• A month that has already started is not refunded.
• Billing errors are refunded in full, for example a double charge or employees removed before the month started.
• To cancel, email [email protected] from the address of your company's account administrator.

4 — How to ask for a refund or complain

1. Email [email protected] or call +358 9 4315 5946. Include your case reference or invoice number. Do not send health details.
2. We confirm we received your request within 1 working day. For a visit, we pass it to the healthcare provider the same day.
3. The provider, or for the subscription Treat Health Oy, replies with a decision within 14 days.
4. An approved refund is paid to the original payment method within 14 days. Your bank may take a few more days to show it. An invoice already paid is credited.

5 — Card disputes (chargebacks)

Please contact us before you dispute a charge with your bank; most issues are solved faster that way. If you do open a dispute, the seller answers it through our payment processor, Adyen: the healthcare provider for a visit, Treat Health Oy for the subscription.

6 — If you disagree with the decision

Consumers can contact the Consumer Advisory Services and then take the dispute to the Consumer Disputes Board (Kuluttajariitalautakunta). A complaint about the medical care itself (muistutus) is filed with the healthcare provider, not handled as a refund request; the provider's patient ombudsman (potilasasiavastaava) can help you. Finnish law applies.