01Summary

Approved refunds are made only to the original mode of payment (the same card used for the purchase) and are processed within 10 to 45 days, depending on the issuing bank of the credit card.

We do not give cash refunds for online card payments.

02Healthcare services

You are entitled to a full refund for a prepaid service when:

• You cancel the appointment or service in line with our Cancellation Policy
• We cancel or cannot provide the service you paid for
• Your doctor decides the prepaid service is not medically suitable for you and it is not performed
• You were charged twice or charged the wrong amount

Services that have already been provided, fully or in part, are not refundable. If part of a package has been used, we refund the unused part at the price shown on your receipt.

03Pharmacy products

For health and safety reasons, and under UAE pharmacy regulations, medicines and medical products cannot be returned once they have been dispensed, except in the following cases, where we will replace the item or give a full refund:

• The wrong product was sent by us
• The product is defective or expired
• The product was damaged in shipping
• The product was tampered with

Please tell us within 48 hours of receiving the product, keep it in its original packaging, and include your order number and a photo where possible.

04How to request a refund

Email [email protected] or call 800 2211 with your name, order or receipt number, and the reason for your request. We review every request and reply within 5 working days. Once a refund is approved, we send it to your card, and your bank then takes 10 to 45 days to show it on your statement.