Cancellation and Refund

This policy applies to every appointment and remote medical consultation booked through the Arwad Virtual Clinic website, and to every amount paid online for such an appointment. Completing a booking and paying the fee confirms that the patient, or whoever acts on their behalf, has read this policy and accepted it. The policy has been prepared in line with the applicable regulations of the Kingdom, including the E-Commerce Law and its implementing regulations, the rules issued by the Ministry of Health governing telemedicine and remote healthcare, and the Patient Bill of Rights and Responsibilities.

Cancellation or postponement by the patient

A patient may cancel or postpone an appointment at any time before the consultation begins, through the clinic's approved contact channels. The financial effect of the cancellation depends on how much time remains before the booked appointment.

Cancellation more than 24 hours before the appointment: the full amount paid is refunded with no deduction, or the appointment is rescheduled at no additional charge, at the patient's option.

Cancellation less than 24 hours before the appointment: the patient may reschedule once at no charge within fourteen days. If the patient prefers a cash refund instead, an administrative fee of 25% of the consultation fee is retained and the balance is refunded.

If the patient does not join the consultation within fifteen minutes of its scheduled start time, and has given no prior notice of cancellation, the appointment is treated as elapsed and no refund is due, since the physician's time has already been reserved. A patient who joins late but within that grace period is seen for the remainder of the scheduled duration, without extension. The clinic reviews documented medical emergencies and force majeure circumstances on a case-by-case basis.

Cancellation by the clinic or the physician

If the clinic cancels a confirmed appointment for any reason — including an emergency affecting the treating physician or a technical fault in the service platform — the patient is notified as quickly as possible by telephone and text message, and is offered a choice between rescheduling to the earliest available slot on a priority basis, or a full refund of the amount paid with no deduction or fee.

A cancellation initiated by the clinic carries no cost to the patient, and no administrative fee is applied in any circumstance.

If the connection is lost during a session for a technical reason attributable to the clinic, the team will attempt to reconnect within ten minutes. If at least half of the scheduled consultation time cannot be completed, the appointment is rescheduled at no charge or refunded in full, as the patient prefers.

Likewise, if the physician determines at the outset of the consultation that the case is not suitable for remote assessment and requires an in-person clinical examination or urgent referral, the session is ended, the patient is directed to the appropriate provider, and the full amount is refunded or held as credit toward a later consultation, as the patient chooses.

Cases in which no refund is due

No refund is due once the consultation has been delivered and its scheduled duration completed, as the service is then considered rendered. Disagreement with the medical opinion, or with the physician's decision on prescribing a medicine or ordering an investigation, is not a ground for refund. No refund is due where the consultation could not take place because of incorrect contact details supplied by the patient, a weak internet connection on the patient's side, or an unprepared device.

Refund method and timelines

Refunds are issued to the same method used for payment, with no transfer charges borne by the patient. Timelines run from the date the refund request is approved: approximately three working days for Mada payments, up to fourteen working days for credit cards depending on the issuing bank's procedures, and five working days for bank transfers from the date complete account details are received. The clinic issues a refund confirmation and an amended invoice where required.

The free follow-up review within fourteen days

The follow-up review within fourteen days of a consultation is a patient entitlement under the Ministry of Health requirements for private healthcare facilities. It is not a separately paid service, so cancelling or postponing it carries no financial effect, and the patient may schedule it at any point within the statutory period.

Requests and complaints

Cancellation and refund requests are submitted by email to info@arwadglobal.com or by calling +966 11 234 4646, and are answered within three working days of receipt. If the patient does not reach a satisfactory resolution, a complaint may be filed with the Ministry of Health on 937, or with the Ministry of Commerce on 1900.