Refund Policy

1. Scope

This Refund Policy covers (a) doctor consultation bookings, (b) pharmacy / medicine orders, and (c) hospital or lab test bookings made on MediShifa via the website or patient mobile app.

Unless a section below creates a clear exception, amounts paid after a successful booking or order confirmation are final.

2. Doctor appointments — when “booked”

An appointment is considered booked when MediShifa confirms your slot and payment is successfully completed (or a payment hold is captured according to the checkout flow).

After booking, the consultation fee is final. You cannot claim a refund because you no longer want the appointment, selected the wrong doctor or time, booked by mistake, or faced a personal schedule conflict.

3. Doctor appointments — no refund after booking

MediShifa does not refund consultation fees for booked appointments in these situations:

• Patient-initiated cancellation after booking.
• Patient no-show or late joining of the consultation.
• Accidental or duplicate bookings by the patient.
• Dissatisfaction with clinical advice after a completed consultation.
• Network or device issues on the patient side that prevent joining.

4. Doctor appointments — only exception (verified doctor no-show)

A full refund of the consultation fee (excluding any non-recoverable gateway charges if applicable) may be provided if:

• The doctor does not join the consultation within 15 minutes of the scheduled start time, and
• Platform logs / support review confirm the doctor no-show, and
• You report the issue to MediShifa support within 24 hours of the scheduled slot.

5. Doctor no-show refund processing

After verification, approved refunds are typically initiated within 7–10 business days to the original payment method. Banks or wallets may take additional time to post the credit.

MediShifa may ask for booking ID, payment reference, and a short description of what happened.

6. Pharmacy / medicine orders

A pharmacy order is confirmed when payment succeeds and the order appears as placed/confirmed in MediShifa.

After confirmation, medicine orders are generally non-refundable if you cancel, refuse delivery without a partner fault, provided a wrong address, or no longer want the items.

• No refund after confirmation for change of mind, duplicate orders you created, or wrong item selection attributable to you.
• If the partner pharmacy rejects the order after prescription verification and cannot fulfil any substitute you accept, paid amounts for unfulfilled items may be refunded or not charged.
• If items are out of stock after payment and cannot be fulfilled, we will coordinate a partial/full refund or replacement with the pharmacy.
• Damaged or wrong product on delivery must be reported promptly with photos/order ID; resolution is handled with the fulfilling pharmacy under applicable consumer rules.
• Delivery fees may be non-refundable once a delivery attempt has been made.

7. Hospital / lab test bookings

A lab or diagnostic booking is confirmed when payment succeeds and MediShifa shows a confirmed test booking.

After confirmation, test bookings are generally non-refundable if you cancel, miss the appointment/collection window, or change your mind.

• No refund after confirmed booking for patient cancellation or no-show.
• If the hospital/lab cancels or cannot perform the test for operational reasons, MediShifa will help reschedule or refund the paid test amount as applicable.
• Partial packages: if only some tests in a multi-test booking cannot be performed, refunds (if any) apply only to the unperformed portion after partner confirmation.
• Report delays alone do not create a refund if the sample was collected / test was performed.

8. Rescheduling

If the product allows rescheduling of a consultation or test, you may request a new slot subject to availability, timing cut-offs, and partner/doctor approval.

A successful reschedule moves your existing paid booking — it is not a cancellation refund.

9. Payment failures before confirmation

If payment is charged but the appointment, pharmacy order, or test booking is not created due to a confirmed technical failure on MediShifa’s side, we will help reverse the charge or complete the booking. Contact support with the payment reference promptly.

Pending payment holds that expire or are released without a confirmed booking do not create a completed charge for that service.

10. Contact

For billing questions, use Help & Support in the app or the Contact page on medishifa.com and include your appointment ID, pharmacy order ID, or test booking ID.