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Refund Policy– Safe & Professional Home Visit Doctors
✓ Refund Eligibility: Refunds follow our refund policy.
✓ Cancellations: Cancellation requests are subject to our terms.
✓ Processing: Approved refunds are processed within the applicable timeframe.
✓ Support: Contact us for refund assistance.
Last Updated: 19 October 2026
At Nexa Life Healthcare, we are committed to providing reliable, professional, and patient-focused healthcare services. This Refund Policy explains the conditions under which refunds may be issued for appointments, home healthcare services, laboratory tests, and other services booked through our website or customer support team.
By booking or paying for our services, you acknowledge that you have read and understood this policy.
1. General Refund Policy
Refund eligibility depends on the type of service booked, whether the service has been provided, and the circumstances of the cancellation or refund request.
We aim to handle all refund requests fairly and transparently, in accordance with applicable UAE laws and healthcare regulations.
2. Cancellation by the Customer
Customers who wish to cancel a booking should contact Nexa Life Healthcare as early as possible before the scheduled appointment.
- Advance cancellation: Refunds may be considered for appointments cancelled within the permitted cancellation period, subject to any clearly communicated booking terms.
- Late cancellation: Cancellations made close to the scheduled appointment may be subject to reasonable cancellation charges where permitted by law and disclosed at the time of booking.
- Missed appointments: If a customer is unavailable at the agreed appointment time or fails to provide access to the service location, refund eligibility will depend on the circumstances and the applicable booking terms.
Any cancellation charges will be communicated transparently and applied in accordance with applicable law.
3. Cancellation by Nexa Life Healthcare
If Nexa Life Healthcare cancels an appointment and cannot offer a suitable alternative, the customer may be eligible for a refund of the amount paid for the affected service.
Customers may also choose to reschedule their appointment, subject to availability.
If a service cannot be provided due to circumstances within our control, we will work with the customer to arrange an appropriate resolution.
4. Refunds for Home Healthcare Services
For services such as doctor consultations, home nursing, physiotherapy, elderly care, mother and child care, and other home healthcare services:
- Refunds may be considered if the service is cancelled before it begins, in accordance with the applicable cancellation terms.
- Once a consultation, treatment, or healthcare service has been provided, the fee will generally not be refundable solely because the customer is dissatisfied with the outcome or expected a different medical result.
- If a service was not delivered as agreed, customers should contact us so that the matter can be reviewed.
- Refunds for partially delivered services or prepaid packages will be assessed individually, taking into account the services already provided and applicable legal requirements.
Medical outcomes cannot be guaranteed, and refund decisions do not replace the appropriate process for raising a clinical concern or complaint.
5. Laboratory Tests and Diagnostic Services
Refunds for laboratory tests, home sample collection, diagnostic services, and related packages depend on the stage of service delivery.
- If the booking is cancelled before sample collection or service delivery, a refund may be considered under the applicable cancellation terms.
- Once a sample has been collected, processed, or sent to a laboratory, the service may no longer be eligible for a full refund.
- If a test cannot be completed due to an issue attributable to the service provider, we will review the circumstances and determine an appropriate resolution, which may include recollection, rescheduling, or a refund where applicable.
- Refunds will not normally be issued solely because a customer is dissatisfied with a valid test result.
Any restrictions applicable to a specific test or package will be communicated before purchase.
6. Refunds for Prepaid Packages
For prepaid healthcare packages, promotional bundles, or multiple-session services:
- Refund eligibility will depend on the package terms disclosed at the time of purchase.
- The value of services already provided may be deducted when calculating an eligible refund, where permitted by law.
- Promotional discounts, package benefits, and unused sessions will be assessed according to the stated package conditions.
- Any non-refundable conditions must be disclosed clearly before payment and will remain subject to applicable consumer protection requirements.
7. Duplicate or Incorrect Payments
If you believe you have been charged more than once for the same booking or that an incorrect payment amount has been processed, please contact us with your booking reference and payment details.
After verification, eligible duplicate or incorrect payments will be refunded through the original payment method where possible.
8. How to Request a Refund
To request a refund, please contact Nexa Life Healthcare through the contact details provided on our website.
Please include the following information:
- Full name of the person who made the booking.
- Booking reference or appointment details.
- Date of payment and amount paid.
- Reason for the refund request.
- Relevant payment confirmation or transaction reference.
Our team may request additional information to verify the booking and assess the request.
9. Refund Processing Time
Once a refund has been approved, we will initiate the refund through the original payment method where possible.
Processing times may vary depending on the payment provider, bank, and payment method. Any estimated processing timeframe provided by our team is indicative and may be affected by third-party processing delays.
If the refund does not appear within the communicated timeframe, please contact us for assistance.
10. Non-Refundable Circumstances
Subject to applicable law and the specific circumstances of the case, refunds may not be available for:
- Healthcare services that have already been fully provided.
- Laboratory tests or diagnostic services that have already been completed.
- Missed appointments or late cancellations where applicable charges were clearly disclosed in advance.
- Services that cannot be reversed after delivery, where this restriction was disclosed before purchase.
Nothing in this policy limits any refund or other rights that customers may have under applicable UAE law.
11. Changes to This Policy
Nexa Life Healthcare reserves the right to update this Refund Policy when necessary. Any updated version will be published on this page with a revised “Last Updated” date.
Changes will not override rights that customers have already acquired under applicable law or the terms applicable to an existing booking.
12. Contact Us
If you have questions about this Refund Policy or would like to request a refund, please contact our customer support team.
Nexa Life Healthcare
Website: https://nexalifehealthcare.com/
Email: info@nexalifehealthcare.com
Phone: +971 54 292 3155
Address: Aspin Commercial Tower, 13th Floor, Unit 1304, Office #4, Downtown, Trade Centre, Dubai, UAE
We are committed to reviewing refund requests fairly and providing clear communication throughout the process.