Al-Hakim Platform Return and Refund Policy

At Al-Hakim, where we are committed to providing reliable and easily accessible medical consultations, we believe your satisfaction is our priority. Therefore, we offer a transparent return and refund policy to ensure a smooth and secure experience.

1. Return Policy

Cancellation and Refund

You can cancel your consultation booking at least 6 hours before the scheduled time to receive a full refund.

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

No-Show Time

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

In emergency cases, a special request may be submitted for consideration of exceptions at the discretion of the support team.

2. Compensation Policy

Technical Issues

If you encounter a technical issue on the platform’s side, such as a dropped call due to a technical malfunction, the consultation will be rescheduled free of charge.

If the problem persists, you can request a full refund or a credit for booking a new consultation.
User Dissatisfaction with the Service

If you are dissatisfied with the consultation due to poor communication or failure to achieve the desired outcome, you can submit a complaint within 24 hours of the session. We will review the case and take appropriate action. Compensation may include a rescheduled session with another doctor or a partial or full refund, depending on the nature of the issue.
Doctor’s Absence

If the doctor does not appear at the scheduled time, you have the right to choose:

☑ Reschedule the consultation free of charge.

☑ A 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 provide your booking details and the problem you encountered so we can assist you quickly.
Important: Refund requests are processed within 3-7 business days, depending on the payment method used.
Aims to provide Convenient and fair service, because your health and satisfaction are our priority at Al-Hakim.

Do you have any further questions? Don’t hesitate to contact us!