1. Cancelling or rescheduling your booking
- Single visits: you can cancel or reschedule free of charge up to 3 hours before your appointment. You will receive a 100% refund or a free reschedule.
- Scheduled shifts and package sessions: please give at least 24 hours’ notice to cancel or reschedule free of charge.
- Late cancellation or no-show: a visit fee of AED 150 is deducted from your refund if you cancel less than 3 hours before the appointment or after our team has been dispatched. The same applies if the patient is not available or the address is incorrect.
- Medical emergencies: we waive the late-cancellation fee once per booking where there is a valid medical reason, for example hospital admission.
2. Refunds by service
- Doctor home visits and consultations: not refundable once the consultation has started.
- Nursing visits (single): not refundable once the visit has started.
- Lab tests at home: not refundable after the sample has been collected. If a sample is rejected because of an error by ESH800 or the laboratory, we will recollect it free of charge or refund that test in full. If a test is not available, we will refund that test.
- IV therapy: if our clinician assesses that IV therapy is not medically suitable for you, we will refund the IV amount minus an assessment fee of AED 150. IV therapy is not refundable once the IV session has been prepared or started.
- Physiotherapy packages: unused sessions can be refunded within the package validity period. The refund is the amount paid, minus the number of sessions used multiplied by the single-session price. Packages are not refundable after expiry and are not transferable.
- Long-term nursing care: please give 7 days’ written notice to end the service early. Any advance paid for days after the notice period will be refunded on a pro-rata basis. Your deposit will be refunded after final settlement.
3. Other refund cases
- Booking cancelled by ESH800: you may choose a 100% refund or a free reschedule.
- Duplicate, incorrect or failed payments: any extra amount charged will be refunded in full.
- Service complaints: if your complaint is upheld, we will either re-perform the service or give you a full or partial refund.
4. How and when you will receive your refund
- Refund method: refunds are made only to the original payment method. Card and Apple Pay payments are refunded to the same card. Cash payments are refunded in cash or by bank transfer, with no deduction. We issue a tax credit note for every refund.
- Timeline: refunds are processed within 5 working days. The amount usually appears in your account within 7–14 working days, but some card issuers may take up to 45 days.
- Request window: refund requests must be made within 30 days of payment.