Refund & Cancellation Policy

This Refund & Cancellation Policy applies to all bookings made through our platform, including Clinic / Online Consultation and Home Visit appointments.

1) No Rescheduling

We do not offer rescheduling for any appointment type. If you need a different time, you must cancel (if eligible) and place a new booking.

2) Non-Refundable Fees

In all cases where a refund is approved, the following fees are non-refundable and will be deducted from the refunded amount:

  • Payment processing fee (payment gateway fee)
  • Platform fee

3) Clinic / Online Consultation — Cancellation & Refund

  • If you cancel 6 hours or more before the scheduled appointment time, you may be eligible for a refund:
    Refund = Amount Paid − (payment processing fee + platform fee)
  • If you cancel less than 6 hours before the scheduled appointment time, no refund will be issued.
  • No-show (patient does not attend / does not join): no refund.

4) Home Visit — Payment, Cancellation & Refund

  • Home Visit bookings must be paid in full in advance.
  • If you cancel 6 hours or more before the scheduled appointment time, you may be eligible for a refund:
    Refund = Amount Paid − (payment processing fee + platform fee)
  • If you cancel less than 6 hours before the scheduled appointment time, no refund will be issued.
  • If the patient is unavailable, provides an incorrect address/location, denies entry, or cannot be reached at the time of the visit, no refund will be issued.

5) Doctor Cancellation

If the doctor cancels an appointment, the patient will be eligible for a refund:
Refund = Amount Paid − (payment processing fee + platform fee)

Additionally, in case of doctor cancellation, a PKR 100 platform fee and the payment processing fee will be deducted from the doctor’s next appointment fee/payout.

6) Force Majeure / Exceptional Situations

In the event of natural disaster, severe weather, security situation, or hospital emergency, cancellations may be processed without rescheduling. If a refund is approved, the platform fee and payment processing fee will be deducted:
Refund = Amount Paid − (payment processing fee + platform fee)
Rescheduling is not available in these situations.

7) Refund Processing Time

  • Refund requests are typically reviewed within 24 hours.
  • Approved refunds are processed within 5–10 business days, depending on the payment gateway/bank.