Refund Policy

1. Consultation appointments

Patient-initiated cancellation

• Cancellations made at least 24 hours before the scheduled appointment time may be eligible for a full refund of the consultation fee, minus any non-refundable payment processing charges.
• Cancellations made less than 24 hours before the appointment may not be eligible for a refund, unless exceptional circumstances apply at our discretion.
• No-shows (failure to attend without prior cancellation) are generally not eligible for refunds.

Doctor or hospital cancellation

If your appointment is cancelled by the doctor or 24Heal Hospital due to unavailability, scheduling conflicts, or operational reasons, you will receive a full refund or the option to reschedule at no additional cost.

Completed consultations

Consultation fees for completed appointments — whether online or in-clinic — are non-refundable, as the medical service has been rendered.

2. Pharmacy orders

• Orders may be cancelled before dispatch for a full refund of the product and delivery charges.
• Once an order has been dispatched, refunds are generally not available unless the product is damaged, incorrect, or expired upon delivery.
• Prescription medicines that have been dispensed and sealed cannot be returned due to health and safety regulations, except in cases of error or defect verified by our pharmacy team.
• Refunds for rejected prescription orders (where verification fails) will be processed in full within the timeframe below.

3. Refund processing

Approved refunds are processed to the original payment method within 7–14 business days, depending on your bank or payment provider. You will receive email confirmation when a refund is initiated.

4. How to request a refund

To request a refund or discuss a cancellation, contact us with your appointment ID or order number at care@24heal.pk or through our contact page. Please include the reason for your request and any supporting details.

5. Disputes

If you are dissatisfied with a refund decision, please contact our patient support team. We will review your case and respond within 5 business days. Unresolved disputes may be subject to the governing law provisions in our Terms of Service.

6. Policy updates

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated date. The policy in effect at the time of your booking or order applies to that transaction.