At Noor Care, we understand that circumstances change and we aim to handle all refund and cancellation requests in a fair and transparent manner. This policy applies to all services offered through our platform, including consultations, appointment bookings, diagnostic services, and any other healthcare-related transactions. All digital payments are processed through PayFast, a payment gateway licensed and regulated by the State Bank of Pakistan.

Our Refund Policy explains:

• When refunds are applicable and under what conditions

• How to raise a refund request

• How long the process takes and how refunds are returned
  
  

Consultations 

Refunds for consultations are considered under the following terms:

• Full Refund: A full refund will be issued if a consultation is cancelled before the scheduled appointment time, subject to Noor Care’s discretion.

• No Refund: Once a consultation has been completed, no refund will be issued regardless of the outcome of the session.

• Practitioner Unavailability: If a confirmed consultation does not take place due to the unavailability of the assigned practitioner on Noor Care’s end, patients will be offered a full refund or a complimentary rescheduled appointment.

Appointment Bookings

For appointments booked through our platform:

• Cancellations made in advance are eligible for a full refund of any booking fee paid, subject to the notice period required by Noor Care.

• Cancellations made close to the appointment time will be reviewed on a case-by-case basis and may not be eligible for a refund.

• No show appointments, where a patient does not attend and has not cancelled in advance, will not be refunded.

How to Request a Refund

To initiate a refund request, please contact our support team through the details available on our platform. When raising a request, please provide:

• Your registered name and account email address

• Your order or booking reference number

• The reason for your refund request

• Any supporting documentation, where applicable

Our team will review your request and respond as soon as possible. Approved refunds will be returned to the original payment method within a reasonable timeframe, subject to the processing timelines of your bank or payment provider.

Payment Gateway and Transaction Fees

Noor Care processes all digital payments through PayFast, which is regulated by the State Bank of Pakistan. Transaction fees or service charges deducted at the time of payment may not be recoverable as part of a refund. Noor Care is not responsible for delays caused by the payment gateway or your financial institution.

Disputes 

If you are dissatisfied with a refund decision, you may escalate your concern by writing to our management team through the contact information available on our platform. We are committed to resolving all disputes fairly and in a timely manner.