1. General Refund Policy
Consultation and appointment booking payments are generally non-refundable once the booking has been confirmed.
When you book an appointment, a time slot is reserved for you and clinic resources are allocated for your consultation. Therefore, refunds are not guaranteed if you change your mind, decide not to attend, miss the appointment, provide incorrect information, or no longer wish to continue with the booking.
2. No Refund Cases
Refunds will usually not be provided in the following cases:
- You booked an appointment but did not attend
- You arrived late and the doctor was unable to see you
- You missed your online consultation
- You provided incorrect contact details and the clinic could not reach you
- You changed your mind after booking
- You selected the wrong treatment or service by mistake
- You were unavailable at the selected appointment time
- Your internet, device, phone, or communication platform did not work during online consultation
- You did not provide complete or accurate medical/personal information
- You refused to continue after the appointment was confirmed
3. Exceptional Refund or Adjustment Cases
In some exceptional cases, the clinic may consider a refund, partial refund, appointment adjustment, or rescheduling at its own discretion.
Examples may include:
- Duplicate payment made by mistake
- Wrong amount charged due to technical error
- Payment deducted but booking not created due to system error
- Clinic or doctor unable to provide the consultation
- User selected the wrong treatment and contacted the clinic immediately before appointment confirmation or before the slot was used
- Any other genuine case reviewed and approved by the clinic management
Approval of refunds or adjustments is not automatic and will be decided case by case.
4. Rescheduling Policy
The clinic may allow appointment rescheduling depending on doctor availability and clinic schedule.
Rescheduling requests should be made as early as possible before the appointment time. Same-day or last-minute rescheduling may not always be possible.
The clinic reserves the right to accept or reject rescheduling requests.
5. Clinic-Initiated Cancellation or Rescheduling
If the clinic or doctor needs to cancel or reschedule an appointment due to availability, emergency, technical issue, or operational reason, we will try to contact you using the phone number or email address provided during booking.
In such cases, the clinic may offer a new appointment slot, adjustment, or refund depending on the situation.
6. Payment Gateway and Bank Charges
If a refund is approved, payment gateway charges, bank charges, transaction fees, or service charges may be deducted where applicable.
Refund processing time may depend on the payment method, bank, mobile wallet, or payment gateway provider.
7. How to Request a Refund or Rescheduling
To request a refund, adjustment, or rescheduling, please contact the clinic through the contact details provided on our website.
You may be asked to provide:
- Full name
- Phone number
- Email address
- Appointment date and time
- Treatment or service booked
- Payment reference or transaction ID
- Reason for refund or rescheduling request
The clinic will review the request and respond accordingly.
8. Final Decision
All refund, cancellation, adjustment, and rescheduling decisions will be made by Dr. Zakia Healthcare management. The clinic's decision will be final.
By making a booking through our website, you confirm that you have read, understood, and agreed to this Refund and Cancellation Policy.