Who you are buying from
You buy the consultation from the private clinic shown on the doctor's profile: it is delivered by a licensed clinician of that clinic, and the clinic issues you the fiscal receipt for the consultation. Your card is charged by BBlab Duško Bajić s.p. Banja Luka, Nikole Pašića 40 3/9, 78000 Banja Luka, JIB 4511441040007, as the collection provider, in the name and on behalf of the clinic. The charge will appear on your card statement under the descriptor BBlab Dusko Bajic S.P. Banja Luka.
BBlab receives requests and complaints about the platform, payment and the carrying out of refunds. The clinic decides whether a refund is justified, and BBlab carries out the refund technically on the clinic's instructions. Complaints about the clinical content, quality, manner or outcome of a consultation go directly to the clinic.
How the service is delivered
A Doktor Plus consultation is a digital service delivered inside the application — there is no physical shipment and no delivery charge. You describe your concern, a licensed clinician replies in the consultation thread, and where you booked a video consultation you join a scheduled video call at the agreed time.
- 1
You start the consultation
A hold for the full amount is placed on your card. Nothing is charged yet.
- 2
The doctor replies — within 24 hours
This is the delivery deadline. Text consultations run in the message thread; video consultations start at the slot you picked.
- 3
The consultation closes
Automatically one hour after the last message, or when the doctor closes it. The hold is captured at this point — this is when your card is actually charged.
Cancelling a consultation
You can cancel at any time before a clinician has replied, at no cost — the hold on your card is released in full. Once a clinician has replied, the service has been delivered and the fee is due.
Refunds
The doctor never replies
Automatic — the hold is released in full after 24 hours. You are never charged.
AutomaticYou cancel before the first reply
Automatic — the hold is released in full, usually the same day.
AutomaticA technical fault prevented the consultation
Full refund on request to podrska@doktor-plus.com within 14 days.
On requestYou are dissatisfied with the consultation
Send your complaint directly to the clinic shown on the doctor's profile, which decides on the refund.
On requestRefunds approved by the clinic are carried out technically by BBlab on the clinic's instructions, to the same card used for payment, in BAM. Your bank normally posts the amount within 5–10 business days. In line with card scheme rules we cannot refund to a different card or in cash.
Complaints
Complaints about the clinical content, quality, manner or outcome of a consultation go directly to the clinic that provided it.
For complaints about the platform, payment or the carrying out of refunds, write to podrska@doktor-plus.com or call +387 66 245 183. We confirm receipt within 8 days and give a reasoned answer within 15 days, as required by the Consumer Protection Act of Bosnia and Herzegovina.