Refund Policy

The basic rule

A consultation is a service performed the moment the doctor begins reading your child's reports. So:

Before the medical review begins: you can cancel the request and recover everything you paid, in full.
Once the request has entered the “Under medical review” stage: there is no refund.

We show you the status of your request in your account, so you know which stage it has reached before you ask to cancel.

Egyptian Consumer Protection Law No. 181 of 2018 governs distance contracts and grants the consumer a right of withdrawal within fourteen days. What is stated above is the condition of service agreed at the time of the request; it is not intended to waive any right the law grants, and where the two conflict, the law applies.

When the full amount is refunded

We refund the full amount, without your having to ask, in the following cases:

If the doctor is unable to give an opinion on the case, for any reason.
If you were charged more than once for the same request.
If the reply did not reach you within the stated period, and the delay was not caused by information missing from your side.
If the video call could not take place for a reason on our side and you choose a refund rather than rescheduling.

Manual transfers and rejected receipts

If you choose to pay by transfer (mobile wallet or InstaPay) and upload a receipt, our team reviews it by hand:

If the receipt cannot be verified, the request is cancelled and nothing is taken from you, because the amount never reached us in the first place.
If the amount did reach us and the request was then cancelled before the review began, it is refunded in full by the same transfer method.

Cancelling the video call

The call can be rescheduled once, free of charge, at least 12 hours before the appointment. Cancelling before that deadline is refunded in full. Cancelling after it, or not attending without notice, is not refunded.

How to request a refund

Send the order number and the reason for your request over WhatsApp to the number published on the site, or by email to the address given on the “Contact” page. We reply with a reasoned decision.

A refund is carried out within 7 to 14 working days of being approved, and appears in your bank account according to how long your bank or payment provider takes to process it.

The currency of the refund

The amount is refunded in the same currency it was paid in and by the same payment method: in Egyptian pounds for whoever paid in pounds, and in US dollars for whoever paid in dollars. Exchange-rate differences or transfer fees charged by the bank are outside our control.