Refund & Cancellation Policy
Last updated: 14 June 2026 · ZindagiCare
This policy explains how cancellations, rescheduling, no-shows, and refunds work for ZindagiCare bookings. It applies to paid online consultations and in-house medical visits unless a specific promotion states otherwise.
1. General principles
All times are in Pakistan Standard Time (Asia/Karachi). Refunds, when approved, are returned to the original payment method where possible and may take 5–10 business days depending on JazzCash, EasyPaisa, or bank processing.
2. Paid online consultations
For standard paid video consultations:
- Patient cancels 24+ hours before scheduled start: full refund of consultation fee (platform/processing fees may be deducted if disclosed at checkout).
- Patient cancels less than 24 hours before start: no refund unless we or the doctor agree otherwise (e.g. documented emergency).
- Doctor cancels or fails to join within 15 minutes of scheduled start: full refund or free reschedule at patient’s choice.
- Technical failure on our or the video provider’s side preventing the consult: full refund or reschedule.
- Patient no-show (does not join within 15 minutes): no refund.
3. Sunday free consults
Sunday consults are free (Rs. 0). They are limited to one free slot per patient per week where stated. Abuse of free slots (multiple accounts, repeated no-shows) may result in booking restrictions without notice.
Because no payment is collected, monetary refunds do not apply. Missed free slots may be rebooked subject to availability.
4. In-house medical visits
For home visits:
- Patient cancels 24+ hours before scheduled arrival: full refund of visit fee.
- Patient cancels less than 24 hours before arrival: up to 50% cancellation charge may apply to cover dispatch and provider time.
- Provider cannot attend due to safety, traffic, or operational reasons: full refund or reschedule.
- Visit cannot proceed due to incorrect address, denied entry, or unsafe conditions at location: no refund.
- Partial services rendered: refunds assessed case-by-case; consumables or completed procedures may not be refundable.
5. How to request a refund
Contact support@zindagicare.pk within 7 days of the appointment with your booking ID, reason, and any supporting details. We will review with the provider and payment records and respond within 5 business days.
6. Chargebacks and disputes
Please contact us before initiating a payment dispute with your wallet or bank. Unfounded chargebacks may lead to account suspension.