📜 Refund and Compensation Policy – El Hakim Platform

Welcome to “El Hakim”, where we are keen to provide reliable and accessible medical consultations. We believe that your satisfaction is our priority, so we provide a transparent refund and compensation policy to ensure a smooth and safe experience.

🔹 1. Refund Policy

❖ Cancellation and Refund

You can cancel your consultation reservation at least 24 hours before your appointment to receive a full refund.

If you cancel after this period, there will be no automatic refund, but the amount can be used to book another consultation within 7 days.

❖ No-show

If the patient does not attend the booked session without prior cancellation, he/she will not be eligible for a refund or rescheduling the appointment.

In emergency cases, a special request can be submitted to consider exceptions at the discretion of the support team.

🔹 2. Compensation Policy

❖ Technical Issues

If you encounter a technical issue on the platform’s part (such as a call being disconnected due to a technical glitch), the consultation will be rescheduled free of charge.

If the problem persists, you can request a full refund or credit to book a new consultation.

❖ User dissatisfaction with the service

If you are not satisfied with the consultation due to poor communication or not achieving the desired benefit, you can submit a complaint within 24 hours of the session date, and we will review the case and take appropriate action.

Compensation may include rescheduling the session with another doctor or a partial or full refund depending on the nature of the problem.

❖ Doctor not showing up

If the doctor does not show up at the scheduled appointment, you have the right to choose:

✅ Reschedule the consultation for free.

✅ Full refund.

🔹 3. How to submit a refund or compensation request

If you are eligible for a refund or compensation, you can contact customer service via:

📧 Email: info@elhakimonline.com

📞 Phone: +213 558 865 228

📌 Please mention the booking details and the problem you faced to help you quickly.

🚀 Important: Return requests are processed within 3-7 business days depending on the payment method used.

💡 We aim to provide a convenient and fair service, because your health and satisfaction are our priority at El Hakim.

📌 Do you have any other questions? Feel free to contact us! 😊