Refund

Policy

At ClinicSaver, we strive to ensure your experience with our platform is seamless and satisfactory. This

Refund Policy outlines the conditions under which refunds may be granted or rejected for services or

purchases made via the ClinicSaver Platform, including specific provisions for services paid through Buy

Now, Pay Later (BNPL) providers.

Unless specifically defined, any capitalized terms used throughout this Refund Policy, but not defined

herein, shall have the same meaning attributed to it in ClinicSaver’s General Terms and Conditions. Please

read this Refund Policy carefully before using the Platform or submitting any information to us.

In the event of any inconsistency or conflict between the English version of this Refund Policy, and any

translated version, the English version shall prevail. Any translations are provided for convenience only and

do not modify the meaning or interpretation of the English version, now and in the future.

Refund

Eligibility

1.1.

Refunds may be issued in the following cases:

a) If the Partner or service provider cancels the booked service and does not offer a suitable

alternative, you may be eligible for a refund;

b) You may request a refund if you cancel your booking within the allowed cancellation window, which

will be specified at the time of booking;

c) If a service you received was not delivered in accordance with the description or standards stated

on our Platform (e.g., wrong service provided, incomplete procedure, or misrepresentation of

provider qualifications), you may request a refund. ClinicSaver will investigate the claim, and a

refund may be approved based on a thorough internal review involving all relevant parties; or

d) In cases where a technical error on our Platform or payment gateway causes you to be charged

multiple times for the same booking or charged incorrectly, we will verify the error and issue a

refund for any excess or erroneous charges.

Non-Eligible

Refunds

2.1. You may not be eligible for a refund in the following circumstances:

a) Refunds will not be issued for bookings cancelled after the expiration of the applicable Cancellation

Window. Once that period has passed, the booking is considered confirmed and any associated

fees become non-refundable unless the provider cancels the service;

b) If you fail to attend your appointment without cancelling in advance, commonly referred to as a

“no-show(s)”, you will not be eligible for a refund. ClinicSaver and our Partners reserve time and

resources for your appointment, and no-shows incur real costs;

c) We also do not issue refunds for dissatisfaction with a service that was otherwise completed as

booked. While we encourage feedback and work with providers to maintain high service standards,

subjective dissatisfaction does not automatically qualify for a refund unless there is proven

malpractice or breach of service terms; or

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d) Additionally, if a service is explicitly marked as non-refundable at the time of purchase, no refund

will be issued under any circumstances, unless mandated by law.

Refund

Process

Requests

3.1. To initiate a refund request, please contact ClinicSaver’s customer support at

support@clinicsaver.com, within 7 days of the original service date or cancellation, and provide the

following details:

a) Your Full Name;

b) Booking Reference Number;

c) The reason for the refund; and

d) Any relevant documentation or screenshots to support your claim (complete and accurate

information will help expedite the resolution process).

3.2. Each refund request is individually reviewed by our support team. We may consult with the service

provider and request additional information before a final decision is made. You will be informed in

writing whether your request has been approved, partially approved, or denied.

a) If your refund request is approved, the refund will be processed and credited to the original

payment method used at the time of booking. Please allow ten to fourteen (10 to 14) business days

for the funds to appear, depending on your bank or payment provider.

b) If your refund request is partially approved, you will receive a written explanation detailing the

amount approved for refund and the reason for the partial approval. The approved portion will be

refunded using the same process and timeline described above.

c) If your refund request is denied, you will be notified in writing along with a clear explanation of the

reason for the denial. You may contact our support team for further clarification or to appeal the

decision if you believe an error has occurred.

BNPL

(Buy

Now,

Pay

Later)

Transactions

4.1. If you used a BNPL option at checkout, such as Tabby or Tamara, your refund will be handled slightly

differently due to the involvement of a third-party financing provider, the following shall apply:

a) Upon approval of your refund request, ClinicSaver will notify the respective Buy Now, Pay Later

(BNPL) provider and provide all necessary refund details. From that point forward, the BNPL

provider will be solely responsible for applying the refund in accordance with their internal policies.

This may involve adjusting your repayment schedule, issuing credits to your account, or cancelling

remaining instalments. Please note that ClinicSaver does not control the timing, method, or

outcome of the refund process once it is in the hands of the BNPL provider; or

b) If your refund request is denied, ClinicSaver will provide you with a written explanation outlining the

reason(s) for the denial. In such cases, your original BNPL payment obligations remain unchanged,

and you must continue to fulfil your instalment payments as agreed with the BNPL provider. If you

have concerns about your repayment terms, we recommend contacting the BNPL provider directly

for further clarification or support.

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4.2. ClinicSaver does not control the refund processing timelines or financial arrangements of BNPL

providers. We recommend Users review the specific terms and refund procedures of the BNPL

provider you selected at checkout.

4.3. Any disputes regarding the refund amount or timeline after we have issued our refund notification must

be addressed directly with the BNPL provider.

Processing

Fees

5.1. Where applicable, ClinicSaver reserves the right to deduct reasonable fees from the refund amount,

including but not limited to:

a) Bank Transaction Charges;

b) Payment Gateway Processing Fees; or

c) Administrative Handling Costs.

5.2. In some cases, refunds may be subject to minor deductions to cover non-recoverable transaction fees,

such as payment gateway charges, bank transfer costs, or administrative processing expenses.

5.3. These deductions will only be applied where permitted under applicable UAE laws and will be clearly

communicated to you at the time your refund is confirmed. The exact amount deducted, if any, will be

itemized in your refund confirmation email.

5.4. Some costs incurred during payment processing are not recoverable by ClinicSaver and therefore may

be deducted from your total refund amount.

Questions

6.1.

If you have any questions about this Refund Policy, or if you wish to contact us regarding the process,

refund eligibility, or any of the matters outlined above, you may reach us at support@clinicsaver.com

Effective as of 25 May 2025.

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