Cancellation & Refund Policy

1. General Cancellation & Refund Policy

Cancellation, return and refund eligibility depends on the nature of the product or service, its fulfilment status, applicable booking conditions and relevant legal requirements.

Customers should review the confirmed quotation, invoice, service details and applicable terms before making payment.

Once a healthcare service has been performed or a pharmacy order fulfilled, refunds may be restricted except where an applicable legal remedy is available.

If ZayMed cannot provide an accepted and paid service, an appropriate refund, rescheduling or alternative resolution will be offered according to the circumstances.

2. Doctor Consultation Cancellations

Patients may request cancellation or rescheduling before a confirmed consultation begins.

For consultations that have not commenced, refund eligibility will be assessed according to the disclosed booking terms and reasonable costs incurred.

Completed consultation fees are generally non-refundable solely because a particular diagnosis, prescription or treatment recommendation was not provided.

Where ZayMed or the consulting doctor cancels a paid appointment and no suitable alternative is accepted, an appropriate refund will be provided.

Complaints concerning deficient healthcare services will be reviewed according to applicable law.

3. Online & Teleconsultation Refunds

Teleconsultations are subject to doctor availability, appointment confirmation and clinical suitability.

Requests for cancellation or rescheduling should be submitted before the consultation begins.

If ZayMed cannot provide a confirmed paid consultation, an appropriate refund or alternative appointment will be offered.

Completed online consultations are generally non-refundable merely because a specific prescription or treatment was not recommended.

4. Blood Tests, Health Packages & Diagnostic Services

4.1 Partner Laboratory Services

ZayMed Healthcare Centre operates as an authorised collection centre for House of Diagnostics (HOD) and may coordinate services with other eligible partner laboratories.

Laboratory analysis, testing and generation of diagnostic reports are performed by the respective partner laboratories.

ZayMed facilitates diagnostic bookings, sample collection arrangements, coordination with partner laboratories and communication of reports.

4.2 Test Cancellations

Cancellation requests for diagnostic tests and health packages should be received before sample collection or laboratory processing begins.

If a booked investigation has not commenced, cancellation or refund eligibility will be assessed according to the disclosed conditions and costs already incurred.

4.3 Non-Refundable Completed Tests

Once sample collection, laboratory processing or diagnostic testing has commenced, charges relating to work already performed are generally non-refundable.

Once a test has been completed and a report has been issued, the related testing fee is generally non-refundable solely due to the result or clinical findings.

An abnormal or positive test result does not itself establish that the test was performed incorrectly.

4.4 Repeat Testing & Complaints

Where a sample is unsuitable, a test cannot be completed, or a report requires investigation, ZayMed may coordinate with the relevant partner laboratory.

Depending on the circumstances, an appropriate resolution may include repeat collection, retesting, correction or refund where required.

Applicable remedies for deficient diagnostic services remain available regardless of the involvement of a partner laboratory.

5. Medical Fitness Examinations & Certificates

5.1 Scope of Examination

Medical fitness examinations may include physical assessment, blood tests, laboratory investigations and other diagnostic procedures advised by the examining doctor.

HIV testing, where clinically indicated or relevant to the assessment, is subject to specific informed consent and applicable counselling and confidentiality requirements.

Laboratory and diagnostic investigations are performed by the relevant partner laboratories or diagnostic service providers.

5.2 Fit or Unfit Assessment

Undergoing a medical fitness examination does not guarantee that the applicant will be declared medically fit.

The Fit or Unfit assessment is based on the investigation findings and the examining doctor's professional evaluation.

Test results reflect the clinical findings at the time of examination and do not guarantee future health status.

5.3 Additional Tests & Treatment

Where an existing or newly identified medical condition requires further evaluation, the applicant may be advised to undergo additional investigations, specialist consultation or treatment.

Unless otherwise agreed, the cost of additional consultations, investigations or treatment is borne by the applicant.

Where clinically appropriate, issuance of a final medical fitness certificate may be deferred until the required evaluation, treatment or specialist clearance is completed.

Certification depends on the medical findings, the purpose of the examination and the examining doctor's decision.

5.4 Non-Refundable Examination Fees

Fees for medical fitness examinations and investigations already commenced or performed are generally non-refundable, irrespective of whether the applicant is assessed as Fit or Unfit.

A medical finding of Unfit does not by itself entitle the applicant to a refund of fees for examinations and tests properly performed.

Cancellation requests received before examination or testing begins will be reviewed according to the disclosed booking conditions and costs incurred.

These conditions do not exclude legal remedies for deficient services, examinations not performed, or other circumstances where a refund is legally required.

5.5 Certificate Acceptance

Applicants are responsible for confirming the medical fitness requirements of their employer, educational institution, travel authority or requesting organisation.

ZayMed does not guarantee acceptance of a certificate by an external authority.

6. Home Healthcare & Vaccinations

Requests to cancel home healthcare visits should be communicated before the scheduled service begins.

Where a healthcare professional has attended the location or commenced the procedure, any disclosed and applicable service charges may be retained.

Completed injections, wound dressings and other healthcare procedures are generally non-refundable solely because the service has been provided.

Vaccines and other temperature-sensitive medical products may be subject to additional handling and return restrictions for patient safety.

Statutory remedies for defective products and deficient services remain available.

7. Pharmacy Orders & Medicine Returns

ZayMed Pharmacy processes eligible medicine orders in accordance with prescription, verification, dispensing and applicable legal requirements.

Customers should confirm the medicine name, strength, quantity, price and order details before payment.

Cancellation requests made before dispensing, specific preparation or dispatch may be considered according to the order status.

Medicines already supplied are generally not accepted for return solely due to a change of mind, particularly where proper storage conditions cannot be verified.

Refrigerated medicines, injections and cold-chain products require particular attention to product integrity and safe handling.

Qualifying defective, incorrect or otherwise non-conforming medicines remain subject to applicable customer remedies.

8. Incorrect, Damaged or Defective Medicines

Customers should promptly contact ZayMed Pharmacy if medicines are supplied incorrectly, received damaged or suspected to be defective.

Where practical, retain the original packaging, invoice, batch information and supporting photographs.

Do not use any medicine if its identity, quality or safety is in doubt.

Following review, an appropriate resolution may include replacement, correction or refund, depending on the circumstances and applicable legal requirements.

Contact the pharmacy before returning medicines so that appropriate handling arrangements can be confirmed.

9. International Medicine Dispatch, Courier Facilitation & Refunds

9.1 Eligible Prescription Medicines

ZayMed may facilitate international dispatch of eligible medicines through independent third-party courier and logistics providers.

Dispatch is subject to valid prescriptions wherever required, document verification, medicine eligibility, applicable laws and courier acceptance.

Only medicines permitted for the proposed shipment and destination may be considered for dispatch.

9.2 Personal Medical Use Only

International medicine orders facilitated by ZayMed are intended exclusively for the recipient's personal medical use.

Such orders are not accepted for commercial sale, resale, wholesale, redistribution or other commercial purposes.

The customer may be asked to provide valid prescriptions, identification and other relevant documents supporting the intended personal medical use.

9.3 Third-Party Courier Facilitation

ZayMed facilitates international shipment arrangements through independent third-party courier and logistics service providers.

ZayMed is not itself an international transportation or courier company.

Physical transportation, tracking and delivery are undertaken by the appointed courier service provider.

Courier services remain subject to shipment acceptance, applicable legal requirements and operational availability.

9.4 Supporting Documents

ZayMed may provide relevant available supporting documents, including commercial invoices and other applicable shipment records.

Additional documents or verification may be necessary before an eligible shipment can proceed.

Providing documentation does not guarantee shipment approval or final delivery.

9.5 Non-Refundable International Orders

International medicine orders and associated courier facilitation charges are generally non-refundable once medicines have been dispensed, specifically prepared for the recipient or handed over for dispatch.

Cancellation requests received before dispensing, specific preparation or courier handover will be assessed according to the actual order status and reasonable costs incurred.

After dispatch, refunds are not ordinarily available solely because of a change of mind or events outside the agreed service scope.

These conditions do not exclude applicable statutory rights, including qualifying remedies for defective, incorrectly supplied, unfulfilled or deficient orders.

9.6 Shipment & Delivery Issues

International shipments may experience delays, inspections, documentation requests, logistical disruptions or other events affecting delivery.

Shipment-related complaints will be assessed according to the relevant circumstances, agreed service terms, courier arrangements and applicable law.

Use of a third-party courier does not automatically remove any legal obligations applicable to ZayMed as a medicine seller or dispatching party.

Please refer to our Shipping & Delivery Policy for further details.

10. Failed, Duplicate or Excess Payments

If a payment fails, is deducted without confirmation or is processed more than once, customers should contact ZayMed with the relevant transaction reference.

Verified duplicate or excess payments will be corrected or refunded as appropriate.

Failed transactions may also be reversed automatically by the relevant bank or payment processor.

Customers should never share their banking passwords, card PINs, OTPs or full card security details when requesting payment support.

11. Refund Processing & Timelines

Approved refunds will be initiated through an appropriate payment channel, in accordance with applicable payment provider requirements.

Online payment gateway refunds will normally be directed to the original payment source where supported and required.

The time taken for a refund to appear in the customer's account depends on the payment method, bank and processor.

International refunds may involve exchange-rate differences and applicable third-party banking charges.

Refunds will be processed within the timeframes required by applicable law and the relevant payment provider.

12. How to Request a Cancellation or Refund

Customers may submit a cancellation, return or refund request through ZayMed's official communication channels.

Please include:

• Customer name
• Contact number or email
• Invoice or booking reference
• Payment date and amount
• Service or order details
• Reason for the request
• Relevant supporting documents, where appropriate

Additional information may be requested where reasonably necessary to investigate the issue.

Please avoid submitting unrelated confidential medical information or complete banking credentials through general enquiry channels.

Refund Request Email:
[email protected]

13. Customer Rights & Policy Updates

Nothing in this Cancellation & Refund Policy removes or restricts statutory consumer rights or remedies that cannot lawfully be excluded.

Qualifying defective, incorrectly supplied, deficient or unfulfilled goods and services remain subject to applicable legal remedies.

Individual quotations or booking conditions may apply where disclosed before payment and consistent with applicable law.

ZayMed may revise this policy to reflect changes in services, operational practices or legal requirements.

Any revised policy will be published with an updated effective date.

14. Company & Contact Information

Related policies: Privacy Policy , Terms & Conditions and Shipping & Delivery Policy .