Cancellation Policy

Cancellation, Return & Refund Policy

This Cancellation, Return and Refund Policy ("Policy") governs purchases made by you ("User", "you", "your") across all My Alfarabi e-commerce platforms, including home care- Alfarabi Med (such as home sample collection, nurse at home, doctor at home, IV therapy, vaccination, and health checkup packages), through the My Alfarabi website, mobile applications, or any other software platform ("My Alfarabi") operated by Alfarabi Medical Laboratory or its affiliates and subsidiaries (referred to herein as "Company", "we", "us", "our").

This Policy applies to all Users in the Kingdom of Saudi Arabia and replaces any prior agreements between you and us in relation to cancellations, returns, and refunds. In the event of any inconsistency between this Policy and terms specific to a particular service or product category, the more specific terms shall prevail.

DISCLAIMER: Do not use this platform for emergency medical needs. If you experience a medical emergency, please contact emergency services or the nearest medical facility immediately.

1. Cancellation Policy

1.1 Standard Services

My Alfarabi services may be cancelled by the User prior to the scheduled appointment, subject to the following:

• Cancellations made at least 6 hours before the scheduled appointment time are eligible for a full refund.

• Cancellations made within 6 hours of the scheduled appointment time may be subject to a deduction or cancellation fee, at the Company's discretion.

• Once a service has been delivered, it is no longer eligible for cancellation or refund.

1.2 Missed Appointments

If you do not show up for the scheduled appointment and have not rescheduled your appointment in advance, this will be treated as a no-show, and no refund will be issued. The full amount of the service will be deducted in such cases. To avoid this, please reschedule or cancel your appointment minimum 6 hours in advance.

1.3 Insurance-Covered Bookings

Cancellation of insurance-covered My Alfarabi services services is subject to the terms agreed between the User, the Company, and the relevant insurance provider. Users should contact the My Alfarabi services customer support team for guidance on cancellations related to insurance-covered services.

2. Refund Policy

Approved refunds for My Alfarabi services and packages will be processed based on the original payment method:

• Card payments (credit/debit), Apple Pay, Google Pay, and other online payment methods: Refunded via the original payment method within 15 working days, depending on the User's bank.

• Cash payments: Refunded by bank transfer or equivalent SR voucher within 15 working days.

The Company shall not be held responsible for delays in refund processing caused by the User's bank, payment provider, public holidays, or bank closures.

Refund requests that do not meet the conditions outlined in this Policy are not eligible for processing.

3. General Provisions

3.1 The Company reserves the right to amend this Policy at any time. Updated versions will be published on the My Alfarabi and will take effect upon publication. Continued use of the Aster E-Platforms following the effective date of any amendment constitutes acceptance of the revised Policy.

3.2 This Policy is governed by and construed in accordance with the laws of the Kingdom of Saudi Arabia Any dispute arising out of or in connection with this Policy that cannot be resolved amicably shall be subject to the exclusive jurisdiction of the courts of Kingdom of Saudi Arabia.

3.3 For any queries related to cancellations, returns, or refunds, Users may contact the relevant support team.