Last Updated: July 22, 2025
At City Doctor Healthcare, we are committed to providing professional, timely, and high-quality medical services to your home, hotel, or office. We understand that in some cases, services may need to be canceled or adjusted. This policy outlines the terms under which refunds may be issued.
1. Eligibility for Refunds
Refunds may be issued under the following conditions:
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Cancellation by Customer (Advance Notice):
If you cancel your confirmed appointment at least 1 hour before the scheduled time, you are eligible for a full refund. -
Service Delay or Unavailability:
If we are unable to fulfill the appointment (e.g., due to staff availability, vehicle issues, or emergency overload), you are entitled to a 100% refund or free rescheduling. -
Quality or Dispute Resolution:
If you are dissatisfied with the service quality or there is a dispute about service delivery, a refund may be issued after case review by our support and medical operations team.
2. Non-Refundable Cases
Refunds will not be applicable in the following cases:
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Cancellations made less than 1 hour before the appointment, unless due to emergency or medical reason.
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If our medical staff have already reached your location or started the service.
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Incomplete or incorrect personal/medical information provided during booking that results in appointment cancellation or refusal of service.
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Missed appointments or no-show cases.
3. Service Rescheduling
Instead of a refund, you may choose to reschedule your appointment once at no extra charge, provided:
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You notify us at least 30 minutes in advance, and
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The rescheduling is within 7 days of the original booking.
4. Refund Processing Time
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Approved refunds will be processed within 7–10 business days from the date of approval.
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Refunds will be made via the original payment method (card, bank, or online).
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Cash payments may be refunded via bank transfer only.
5. How to Request a Refund
To request a refund, please contact us through one of the following methods:
📞 Phone: 800 5060
📧 Email: info@citydoctor.ae
Please include:
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Your full name
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Booking ID or invoice number
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Reason for the refund request
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Preferred resolution (refund or reschedule)
6. Policy Updates
We may update this refund policy from time to time. Any changes will be reflected on this page with the revised “Last Updated” date. Please review it periodically.