---
title: What is your refund policy?
description: Learn about Moshy's refund and credit policy, including when you're eligible for a refund, how credit notes work, and key conditions outlined in our Terms & Conditions.
---
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1. [Mosh MY FAQ](https://support.getmoshy.com/moshy-my?hsLang=en)
2. [Payments & Refunds](https://support.getmoshy.com/moshy-my/payments-refunds?hsLang=en)
3. [Refunds](https://support.getmoshy.com/moshy-my/payments-refunds?hsLang=en#refunds)
# What is your refund policy?
We strive to provide you with a great experience, however we know that sometimes things can go wrong. If this happens, we'll do what we can to make things right.
In certain circumstances, we're able to provide you with a refund or credit note. These circumstances are set out in full in our [Terms & Conditions](https://www.getmoshy.com.my/terms).
For example, we will issue a refund if:
- a practitioner determines that you are unsuitable for treatment;
- a practitioner declines a request by you for a consultation which is covered by your subscription (the decision to approve or reject a request is at the Doctor's) and we are unable to schedule a replacement consultation with an alternative practitioner acceptable to you within a reasonable period;
- an item you have ordered is out of stock and we are unable to offer you with an equivalent item;
- a product or pricing error is identified (in which case the refund will correct the error);
- a practitioner changes your treatment resulting in a price change to your subscription where the new price is less than the price you have already paid;
- our Money Back Guarantee applies; or
- we block or suspend your account (in which case a pro rata amount will be refundable).
If a subscription is cancelled after being billed, Moshy can provide a credit to be utilised towards any other service available on the Moshy platform, subject to practitioner approval as required. Once an order has been processed and is awaiting shipment with a Pharmacy, no refund or credit can be requested.
---
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[Click here to find our support options.](https://support.getmoshy.com/moshy-my/contacting-moshy?hsLang=en)
---
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- [About Moshy](https://support.getmoshy.com/moshy-my/about-moshy?hsLang=en)
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- [Changing / cancelling my subscription](https://support.getmoshy.com/moshy-my/managing-your-subscription?hsLang=en#changing-cancelling-my-subscription)
- [Update my information](https://support.getmoshy.com/moshy-my/managing-your-subscription?hsLang=en#update-my-information)
- [Treatment Information](https://support.getmoshy.com/moshy-my/treatment-information?hsLang=en#main-content)
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- [Doctor information](https://support.getmoshy.com/moshy-my/consult-information?hsLang=en#doctor-information)
- [Appointment information](https://support.getmoshy.com/moshy-my/consult-information?hsLang=en#appointment-information)
- [Payments & Refunds](https://support.getmoshy.com/moshy-my/payments-refunds?hsLang=en#main-content)
- [Subscription information](https://support.getmoshy.com/moshy-my/payments-refunds?hsLang=en#subscription-information)
- [Payment methods](https://support.getmoshy.com/moshy-my/payments-refunds?hsLang=en#payment-methods)
- [Refunds](https://support.getmoshy.com/moshy-my/payments-refunds?hsLang=en#refunds)
- [Orders & Shipping](https://support.getmoshy.com/moshy-my/orders-shipping?hsLang=en#main-content)
- [Receiving my order](https://support.getmoshy.com/moshy-my/orders-shipping?hsLang=en#receiving-my-order)
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- [Placing my order](https://support.getmoshy.com/moshy-my/orders-shipping?hsLang=en#placing-my-order)
- [Contacting Moshy](https://support.getmoshy.com/moshy-my/contacting-moshy?hsLang=en)
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