Last Updated: 19-06-2025
At Care Coordinators – FZCO, we strive to ensure that your experience with us is smooth, transparent, and reliable. This Refund & Cancellation Policy outlines the terms under which bookings may be canceled and refunds may be issued.
1. Service Booking Cancellations
You may cancel a service booking (e.g., doctor appointment, lab test, medical travel facilitation) by contacting our support team at least 24 hours before the scheduled time.
Cancellations made within this timeframe may be eligible for a full or partial refund, subject to the service provider’s individual policy.
Cancellations made less than 24 hours before the scheduled service are non-refundable, unless otherwise stated by the provider.
2. Medical Packages & Treatment Plans
For pre-paid treatment plans or custom medical travel packages:
Cancellations within 48 hours of confirmation may qualify for a full refund minus processing fees.
After 48 hours, partial refunds may apply based on costs already incurred (e.g., visa assistance, flight bookings, hospital deposits).
If a patient chooses not to proceed due to a change in medical condition or provider unavailability, a fair refund will be coordinated after assessing non-recoverable charges.
3. No-Show Policy
If you do not attend a scheduled appointment or fail to respond to follow-up communications:
The appointment will be marked as a no-show.
No refund will be issued unless valid documentation of a medical emergency or extenuating circumstance is provided.
4. Refund Timeline
Approved refunds will be processed via the original method of payment within 7–14 business days, depending on the payment gateway and your bank's processing speed.
5. Third-Party Provider Policies
Some services are facilitated by third-party providers (e.g., hospitals, diagnostic labs, travel partners).
In such cases, their individual refund and cancellation policies will apply in conjunction with ours. We will assist you in coordinating the process but do not guarantee specific outcomes.
6. Non-Refundable Charges
The following charges are generally non-refundable:
Government or visa processing fees
Medical report handling fees
Travel and accommodation booked through external agents
Transaction and service fees charged by banks/payment gateways
7. How to Request a Refund or Cancellation
To request a cancellation or refund, please contact our support team with:
Full name and registered contact number
Booking reference or invoice number
Reason for cancellation or refund
+971 55 525 1228
8. Policy Changes
We reserve the right to amend this policy at any time. Changes will be effective upon posting to this page with an updated revision date.
