Introduction
At Wellxa, we are committed to delivering exceptional, patient-centered healthcare while ensuring the efficient allocation of our healthcare professionals and clinical resources.
This Cancellation and Refund Policy outlines the terms governing the cancellation, rescheduling, and refund of services booked through the Wellxa App.
By booking any service through the Wellxa App, you acknowledge that you have read, understood, and agreed to this Policy.
General Principles
- Patients may request to cancel or reschedule booked services through the Wellxa App.
- Requests will be deemed received and effective upon successful submission through the App during Wellxa's official operating hours.
- Requests submitted outside official operating hours will be deemed received at the start of the next business day.
- For the purposes of this Policy, "official operating hours" means the business hours published by Wellxa through the Wellxa App or other official communication channels, as updated from time to time.
- Rescheduling requests are subject to healthcare professional availability and operational capacity.
- Approved refunds will be processed through the original payment method whenever reasonably possible.
- Refund processing times may vary depending on the payment provider and financial institution.
Teleconsultation Services
3.1 Cancellation and Rescheduling
- Cancellation requests received more than twelve (12) hours before the scheduled appointment are eligible for a full refund or free rescheduling.
- Cancellation requests received less than twelve (12) hours before the scheduled appointment are non-refundable.
- Rescheduling requests are subject to appointment availability.
3.2 Missed Appointments
If a patient does not join the consultation within fifteen (15) minutes of the scheduled appointment time, the appointment will be considered a missed appointment and will be non-refundable.
3.3 Cancellation by Wellxa
If Wellxa is unable to provide the scheduled consultation due to healthcare professional unavailability, technical issues, medical considerations, or circumstances beyond its reasonable control, the patient will be offered either a full refund or a complimentary rescheduled appointment.
Home Care Services
4.1 Cancellation and Rescheduling
- Cancellation requests received more than twenty-four (24) hours before the scheduled appointment are eligible for a full refund or free rescheduling.
- Cancellation requests received less than twenty-four (24) hours before the scheduled appointment are non-refundable.
- Rescheduling requests are subject to healthcare professional availability and operational capacity.
4.2 Missed Appointments
If the patient is unavailable at the scheduled location, cannot be contacted using the contact details provided, or refuses the service after the assigned healthcare professional arrives, the appointment will be considered a missed appointment and will be non-refundable.
4.3 Cancellation by Wellxa
If Wellxa is unable to provide the scheduled service due to healthcare professional unavailability, medical considerations, operational requirements, or circumstances beyond its reasonable control, the patient will be offered either a full refund or a complimentary rescheduled appointment.
Health Optimization Program
The Health Optimization Program is a highly personalized, physician-led service. From the moment of enrollment, dedicated medical resources and individualized clinical planning are allocated to each participant. Accordingly, Program fees are non-refundable once payment has been completed.
5.1 Cancellation and Refund Policy
Once a patient has successfully enrolled in the Health Optimization Program and payment has been completed, the Program fee is non-refundable.
5.2 Voluntary Discontinuation
A patient may discontinue participation in the Program at any time. However, voluntary discontinuation will not entitle the patient to a full or partial refund of any fees already paid.
Any consultations, laboratory services, diagnostic investigations, medications, supplements, home healthcare services, or other healthcare services arranged or provided as part of the Program may be subject to their respective terms and conditions.
5.3 Cancellation by Wellxa
If Wellxa is unable to continue providing the Program due to patient safety considerations, regulatory requirements, or circumstances beyond its reasonable control, Wellxa may, at its sole discretion, offer an alternative arrangement, service credit, or refund where deemed appropriate.
Service Quality Remedies
At Wellxa, we are committed to delivering a high standard of healthcare services and a positive patient experience.
If a patient believes that a service was not delivered in accordance with Wellxa's quality standards, they may contact Wellxa Customer Support for review.
Following an internal assessment, Wellxa may, at its sole discretion, provide one or more remedies including:
- a complimentary rescheduled appointment
- service credit
- partial or full refund
- assignment of an alternative healthcare professional
- any other reasonable corrective action
Service Quality Remedies relate to the quality of service delivery and will be assessed on a case-by-case basis.
Exceptional Circumstances
Wellxa reserves the right, at its sole discretion, to provide a refund, service credit, complimentary rescheduling, or an alternative arrangement where deemed appropriate.
Changes to this Policy
Wellxa may amend or update this Cancellation and Refund Policy from time to time.
The latest version will always be made available through the Wellxa App. Where appropriate, Wellxa may provide additional notice through the Wellxa App or other official communication channels.
Any changes to this Policy will not affect cancellation or refund rights already accrued for services booked before the effective date of the updated Policy, unless otherwise required by applicable law.
Contact Us
If you have any questions regarding this Cancellation and Refund Policy or require assistance with a cancellation or refund request, please contact Wellxa Customer Support through the Wellxa App.
Wellxa Home Health Care Center LLC
Office 2116, Park Lane Tower, Business Bay, Dubai, United Arab Emirates