Refund Policy
Arwad Virtual Clinic aims to deliver remote medical care as well as it can be delivered, and we recognise that circumstances sometimes call for a refund. This policy sets out when a refund is due, how to ask for one, and when it reaches you. Cancelling and rescheduling appointments is governed by the cancellation and rescheduling policy.
We cancel the appointment: the full amount is refunded with no deduction or fee.
Duplicate payment: the extra amount is returned in full.
The consultation took place: no refund is due, as the service has been delivered.
Time limit for a request: seven business days from the payment or the appointment.
1. When a refund is due
A refund of the amount paid is due in the following cases:
• Duplicate payment for the same appointment.
• The clinic cancels the appointment for any reason, including an emergency affecting the physician.
• The consultation cannot go ahead because of a technical fault on the clinic’s side.
• The physician determines at the start of the session that your case is not suitable for remote assessment and needs an in-person examination.
2. When a refund is not due
No refund is due in the following cases:
• The consultation took place and ran its scheduled duration.
• You did not attend at the scheduled time.
• You disagree with the medical opinion, or with the physician’s decision on prescribing a medicine or ordering an investigation.
• The consultation could not go ahead because of a weak connection on your side, an unprepared device, or incorrect contact details you supplied.
3. How to request a refund
Send your request by email to info@arwadglobal.com, through the clinic’s official WhatsApp channel, or by calling the unified number.
Include the patient’s name, the appointment date, the payment reference, and the reason for the request.
Submit the request within seven business days of the payment or the appointment. Requests made later are considered case by case.
4. Review of the request
Our customer service team reviews and verifies the request, and informs you of the decision within five business days of receiving it.
5. Refund method and timing
Refunds are issued to the same method used for payment, with no transfer charges borne by you.
Timelines run from the date the request is approved: approximately three business days for Mada payments, up to fourteen business days for credit cards depending on the issuing bank, and five business days for bank transfers.
6. Complaints
If you do not reach a satisfactory resolution, you may file a complaint with the Ministry of Health on 937, or with the Ministry of Commerce on 1900.
7. Changes to this policy
We may update this policy, and an update takes effect from the date it is published on the website. The version published at the time of booking applies.
Contact us about a refund
Email: info@arwadglobal.com
Unified number: +966 11 516 5819