This Refund Policy (“Policy”) governs all services provided by CallAdoc Telehealth Services LLC (“CallAdoc”, “Company”, “we”). It is aligned with applicable regulations of the Dubai Health Authority (DHA).
By booking or purchasing any service, the patient (“you”) agrees to this Policy.
🔍 Quick Summary
- Consultations are non-refundable once completed
- Cancel ≥ 2 hours before with valid medical proof → eligible for review
- Packages are non-refundable once activated
- Refunds are only allowed in strict medical cases within 7 days
- Rescheduling may be offered in eligible cases
1. General Principles
- All payments are final and non-refundable, except where explicitly stated in this Policy
- Refunds are subject to clinical and administrative approval
- Supporting documentation (including valid medical certificates) may be required
- In eligible cases, CallAdoc may offer a one-time rescheduling option instead of a refund
2. Consultation Services (Telehealth)
2.1 Consultation Fees
- Consultation fees are non-refundable once the consultation is completed, regardless of outcome
2.2 Cancellation & Rescheduling Policy
Refund eligibility applies only if:
- Cancellation is made at least 2 hours prior to the scheduled consultation; and
- A valid medical reason is provided with supporting documentation
In such cases:
- A reschedule or refund may be offered at CallAdoc’s discretion
Important:
- Cancellations made less than 2 hours before are strictly non-refundable
- No-shows (missed appointments) are non-refundable under all circumstances
2.3 Clinical Decision Clause
- All treatment decisions, including medication prescriptions, are based solely on the doctor’s clinical judgment
- This applies to all consultations, including mental health and psychiatric services
- If medication is not prescribed, the consultation is considered fully rendered, and no refund or waiver shall apply
3. Nutrition Services & Packages
Nutrition packages are structured healthcare services including:
- Consultation
- Diet planning
- Follow-ups
3.1 Package Activation
A package is considered activated upon:
- First consultation, or
- Issuance of the first diet plan
(whichever occurs earlier)
3.2 Service Conditions
- Packages follow a structured clinical program and therefore cannot be paused, extended, or frozen for personal reasons
- This includes travel, scheduling conflicts, or non-availability
- Exceptions apply only in medically justified cases supported by valid documentation
4. Package Validity & Expiry
- All packages are time-bound and expire based on:
- Date of first consultation, or
- Date of activation (whichever occurs first)
- Unused sessions after expiry are forfeited and non-refundable
5. Medical Exception (Strict Condition)
Refunds may only be considered if all conditions are met:
- Patient is medically unfit to continue
- A valid medical certificate is submitted
- Certificate must be issued by a licensed healthcare provider clearly stating inability to continue
- Request is made within 7 days of purchase
Failure to meet any condition will result in rejection.
6. Refund Calculation (Binding Structure)
Where refunds are approved:
6.1 Consultation Fee
- AED 249 will be charged as consultation fee
6.2 Diet Plan Charges
- AED 150 per diet plan/week applies
6.3 Minimum Diet Plan Charge (Clinical Planning Clause)
- Once a package is initiated (including issuance of even one diet plan), the service is considered clinically commenced
- A minimum of two (2) diet plans/weeks (AED 300) will be charged
Rationale:
This reflects the initial clinical assessment and structured continuation planning integral to the program.
6.4 Priority Deduction Order
Refunds will be calculated in the following order:
- Consultation fee – AED 249
- Minimum 2 diet plans – AED 300
- Additional usage – AED 150 per week
- Remaining balance (if any) will be refunded
7. No Results Guarantee Clause
- All services are professional medical and lifestyle advisory services
- Outcomes vary based on:
- Individual health conditions
- Compliance
- Biological response
Accordingly:
- No service guarantees specific outcomes
- No refunds will be granted based on results or dissatisfaction
8. Technical Issues
- If a consultation cannot be completed due to verified technical issues on CallAdoc’s platform:
- A reschedule or refund may be offered at the Company’s discretion
9. Non-Refundable Situations
Refunds will not be granted for:
- Completed consultations (including mental health services)
- Non-prescription of medication decisions
- Missed or late-cancelled appointments
- Activated or partially used packages (without medical justification)
- Unused sessions after expiry
- Personal reasons (travel, scheduling conflicts, non-compliance)
- Requests beyond 7 days
- Dissatisfaction with outcomes or results
10. Refund Processing
- All refunds are subject to review and approval
- Approved refunds are processed within 7–14 working days
- Refunds are issued only to the original payment method
11. Chargebacks & Disputes
- Patients agree not to initiate chargebacks without contacting CallAdoc first
- This Policy and service records may be used as evidence in dispute resolution
12. Limitation of Liability
- CallAdoc is not liable for:
- Outcomes based on incomplete or inaccurate patient information
- External technical interruptions beyond its control
13. Force Majeure
CallAdoc shall not be liable for delays or inability to provide services due to events beyond its control, including:
- Network failures
- Government restrictions
- Natural events or emergencies
14. Governing Law
This Policy is governed by the laws of the United Arab Emirates, with jurisdiction under Dubai Courts.
15. Policy Updates
CallAdoc reserves the right to modify this Policy at any time. Continued use of services constitutes acceptance of the updated terms.
16. Policy Acceptance
By proceeding with booking/payment, you confirm that you:
- Have read and understood this Policy
- Agree to it as legally binding
- Provide informed consent in accordance with DHA telehealth standards