Refund & Cancellation Policy
At RamaCare Polyclinic, we are committed to providing high-quality healthcare with full transparency. This policy outlines our terms related to payments, cancellations, transfers, and adjustments, in accordance with Dubai Health Authority (DHA) guidelines and UAE consumer protection laws.
1. Appointment Bookings & Payments
Payment requirements and terms
- An advance payment or a deposit may be required to confirm appointments.
- Deposits are non-refundable and are used to secure your booking slot.
- Full payment for treatment packages must be completed before the first session, unless otherwise agreed in writing by clinic management.
2. Cancellations & Rescheduling
How to cancel or reschedule your appointment
- Patients must provide at least 24 hours' notice for appointment cancellations or rescheduling.
- Appointments cancelled with less than 24 hours' notice, or missed appointments (no-shows), will be considered utilised and deducted from the package or session count.
- Repeated short-notice cancellations may require full advance payment for future bookings.
3. No Refund Policy
Important refund information
Please Note:
- All payments made for consultations, treatments, packages, promotions, or special offers are non-refundable once purchased.
- No refunds will be issued for unused sessions or partially completed packages.
- This policy applies to all payment methods, including cash, card payments, online gateways, Tabby, Tamara, or any other digital payment solution.
4. Transfer or Adjustment Options
Flexible alternatives for your convenience
To provide flexibility to our patients, the following options may be available:
- Remaining sessions in a package may be transferred to a friend or family member, subject to written approval from the clinic.
- Alternatively, unused balances may be adjusted toward another treatment of equal or higher value.
- Transfers or adjustments are permitted once per package and must be used within 12 months from the original date of purchase.
Insurance Note:
- Transferred sessions may not be eligible for insurance reimbursement. Patients are advised to confirm coverage directly with their insurance provider.
- Adjustments to alternative treatments for the same patient may be eligible for reimbursement, subject to the insurer's policy terms.
5. Clinic-Initiated Cancellations or Changes
What happens if we need to cancel
If RamaCare Polyclinic needs to cancel or reschedule an appointment due to medical, operational, or unforeseen circumstances:
Option 1
The patient may reschedule the appointment at a mutually convenient time
Option 2
Receive a clinic credit equal to the value of the affected session, valid for 12 months toward any treatment
6. Refunds via Tabby, Tamara, or Other Wallets
Third-party payment processing
- In exceptional cases where a refund is approved, it will be processed back to the original payment method.
- Refunds through Tabby, Tamara, or other third-party wallets are subject to their respective processing timelines and policies.
- Once RamaCare Polyclinic submits a refund request, we have no control over delays caused by third-party providers.
- Any transaction or processing fees charged by payment providers are non-refundable.
7. Medical or Exceptional Circumstances
Special consideration cases
- In rare situations, such as medical contraindications verified by a DHA-licensed doctor, the clinic may review the case.
- Depending on the assessment, management may offer a credit note, session transfer, or partial refund.
- All such cases are reviewed individually and handled in line with DHA standards and clinic discretion.
8. Package Validity
Expiration and usage terms
- All prepaid treatment packages are valid for 12 months from the date of purchase unless stated otherwise in writing.
- Expired sessions cannot be extended, refunded, transferred, or reactivated.
9. Compliance & Transparency
Our commitment to standards
- RamaCare Polyclinic strictly follows DHA and MOHAP regulations regarding pricing, billing transparency, and informed patient consent.
- Patients are informed of all payment, refund, and cancellation terms before booking or purchasing.
- If a patient remains dissatisfied, they may raise concerns with the appropriate health authority in accordance with UAE healthcare guidelines.
Contact Us
For questions about this policy, please contact us