At Aoun Care Home Medical Services, we strive to provide a flexible and secure experience for our patients, which includes clear procedures for cancellations and refunds, whether the payment was made online or offline.
1. Appointment Cancellation & Rescheduling
- Free Cancellation: Patients have the right to cancel or reschedule a medical appointment (Physiotherapy, Nursing, etc.) free of charge, provided we are notified at least 24 hours before the scheduled visit via WhatsApp or phone call.
- Late Cancellation (Less than 24 hours): If a cancellation or rescheduling request is made less than 24 hours before the visit, a deduction of [50%] of the session’s value will be applied to cover operational costs and the medical team’s reserved time.
- No-Show: If the medical team arrives at the patient’s location and the patient is unavailable or refuses the service without a valid medical emergency, the session is considered utilized, and the patient is not entitled to a refund.
2. Refund Policy (For Online Payments via Geidea)
If payment was made in advance through the website’s electronic payment gateway using Credit Cards or (Mada), the following applies:
- Full Refund: A full refund is issued if the cancellation is made at least 24 hours prior to the appointment, or if Aoun Care cancels the service due to unforeseen circumstances.
- Refund Mechanism: Approved refunds are processed exclusively back to the original payment method / credit card used during the initial transaction. No cash refunds are provided for online payments.
- Refund Timeline: We process refund requests within (1-3 business days). However, it may take (7 to 14 business days) for the funds to appear in your bank account, depending on your bank’s policies and the payment gateway (Geidea).
3. Packages Refund Policy (Multiple Sessions)
- If a patient purchases a discounted package (e.g., 12 Physiotherapy sessions) and wishes to cancel after utilizing some sessions, the consumed sessions will be calculated at the standard single-session rate (without the package discount). The remaining balance (if any) will then be refunded to the patient.
4. Non-Refundable Services
- Administrative fees or initial assessment visit fees are non-refundable once the visit is completed.
- Medical services that have already been fully and properly rendered to the patient are not eligible for a refund.