Who you are buying from
The seller is BBlab Duško Bajić s.p. Banja Luka, Nikole Pašića 40, 78000 Banja Luka, JIB 4511441040007. BBlab charges your card and issues the invoice for every consultation. The consultation is delivered by a licensed clinician of the private clinic shown on the doctor's profile.
Everything on this page — cancellations, refunds and complaints about payment — is handled by BBlab. Where a complaint concerns the clinical content of a consultation, BBlab reviews it together with the clinic concerned and answers you directly.
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
BBlab reviews your complaint — with the clinic where it concerns clinical content — and answers within 15 days.
On requestApproved refunds are paid by BBlab to the same card used for payment, in BAM, and a credit note is issued against the original invoice. 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
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.