At CurexMed Home Medical Services, we are committed to managing the booking, cancellation, and refund of home medical services in a clear and fair manner, while taking into consideration the nature of medical services, which may require preparation, coordination, and the mobilization of medical personnel, equipment, and medical transportation.
This Policy applies to all services booked or requested through CurexMed, including home medical visits, home nursing, physical therapy, home care, ambulance and medical transportation services, laboratory tests, diagnostic imaging, and other medical care services.
01
Service Request and Booking
A service request is confirmed after recording the patient’s information, determining the type of service required, the appointment, and the service location, and taking the necessary steps to coordinate and dispatch the appropriate service provider.
Depending on the nature of the service, fulfilling the request may require reserving or preparing a doctor, nurse, specialist, ambulance, equipment, or other necessary resources.
02
Cancellation Policy Before the Service Provider Is Dispatched
If the customer wishes to cancel the service before the process of dispatching the service provider has begun, the customer may contact CurexMed as soon as possible.
The cancellation and refund request will be reviewed based on the status of the request, the service booked, and the costs actually incurred by the center.
Where a refund is deemed applicable, the amount will be refunded through the appropriate method based on the payment method used, after deducting any applicable fees or costs, if any, and in accordance with applicable laws and regulations.
03
No Refund After the Service Provider Has Been Dispatched
Once the service provider has been dispatched based on the customer’s request and confirmed booking, the amount paid shall be non-refundable.
For the purposes of this Policy, “dispatch of the service provider” means the commencement of the doctor, nurse, physical therapist, ambulance, or any other service provider or service team traveling to the customer’s location, or the commencement of preparing the resources required to provide the service, depending on its nature.
This is because the center will have already begun processing the customer’s request and incurred costs and allocated human or operational resources to provide the service.
Accordingly, cancellation of the request after the service provider has been dispatched, the customer’s absence from the specified location, or the customer’s refusal to receive the service provider after arrival shall not entitle the customer to a refund of the amount paid, subject to any rights provided by applicable law where such rights apply.
04
Patient or Customer Unavailability
If the service provider arrives at the specified address and the patient or the person responsible for the patient is not present, or if the service cannot be provided because the patient or the location cannot be accessed, the service may be deemed fulfilled by the center with respect to the allocation and dispatch of the service provider.
In such cases, the customer shall not be entitled to request a refund of the amount paid after the service provider has been dispatched, unless CurexMed determines otherwise or applicable law requires otherwise.
05
Refusal of the Service After the Service Provider’s Arrival
If the service provider arrives at the location and the customer or patient refuses to receive or benefit from the service for any reason not attributable to an error or fault on the part of CurexMed or the service provider, the customer shall not be entitled to a refund of the amount paid.
This includes, but is not limited to, the following situations:
- Refusal to receive the doctor, nurse, or other service provider.
- The customer’s change of mind after the service provider has arrived.
- The customer’s decision not to proceed with the service after the service provider has arrived.
- The patient not being present at the specified address.
- Failure to provide the necessary conditions for the service provider to enter the premises or perform the service.
- Reaching an agreement with the service provider not to perform the service after arrival.
06
Delay or Inability to Provide the Service by the Center
If CurexMed is unable to provide the service due to an error or failure on the part of the center, or if the center cancels the service before the service provider has been dispatched and no suitable alternative is provided, the customer may request a refund of the amount paid for the service that was not provided, subject to the circumstances of the case.
If the service can be rescheduled, the customer may choose to reschedule the appointment instead of requesting a refund.
07
Medical Conditions Requiring a Different Level of Care
If, after arriving and assessing the patient’s condition, the doctor or service provider determines that the patient requires a different level of care or needs to be transferred to a hospital, emergency department, or another medical facility, this shall not necessarily constitute cancellation of the service.
The visit or medical assessment that has been performed shall be considered a provided service, and its cost shall be subject to the applicable pricing policy for that service.
The patient or the person responsible for the patient will be informed of the appropriate medical recommendation based on the assessment of the patient’s condition.
08
Rescheduling the Service
The customer may request to change the service appointment by contacting CurexMed as soon as possible.
Acceptance of a rescheduling request is subject to the availability of the service provider and the requested new appointment.
If the customer requests a change of appointment after the service provider has been dispatched, it may not be possible to reschedule the service without charging applicable fees or the cost of the visit, depending on the nature of the service.
09
Cash or Electronic Payments
This Policy applies regardless of whether the service was paid for in cash, electronically, or through any other payment method accepted by CurexMed.
For electronic payments, processing the refund may take additional time due to procedures and processing times imposed by the bank, payment processor, or financial institution used for the payment.
10
Services Provided Through Service Providers or Partners
Certain services may be provided through doctors, specialists, service providers, or entities cooperating with CurexMed.
Bookings and coordination made through CurexMed shall remain subject to this Policy unless the customer is informed of different terms before the booking is confirmed.
11
No Circumvention of the Center
When a customer books a service through CurexMed and the service provider is dispatched based on that booking, the customer may not agree with the service provider to cancel the booking with the center and arrange for the service to be provided directly for the purpose of avoiding payment of the amounts due in connection with the booking or service.
If such an arrangement occurs, CurexMed shall retain its right to claim any financial amounts due in relation to the service, in accordance with the applicable terms and conditions and relevant laws.
12
Exceptional Circumstances
CurexMed may consider certain exceptional circumstances relating to refund requests, taking into account the circumstances of each case, the nature of the service, and the costs incurred.
The consideration or approval of an exceptional case shall not constitute a precedent or create an obligation for the center to approve similar requests in other cases.
13
How to Submit a Refund Request
To submit a request concerning cancellation or a refund, please contact CurexMed through the official contact details and provide the following information:
- Patient’s name.
- Phone number used for the booking.
- Type of service.
- Booking date and time.
- Payment method.
- Reason for the cancellation or refund request.
The company will review the request in accordance with this Policy and the circumstances of the case.
14
Refund Processing Time
If a refund is approved, the amount will be refunded using the appropriate payment method. The time required for the refunded amount to appear in the customer’s account may vary depending on the bank, payment processor, or payment method used.
15
Contact Us
For inquiries regarding cancellations or refunds, please contact:
CurexMed Home Medical Services
Phone:
01029029206
Email:
Info@curexmed.com
Address:
24 Mostafa Riad Street – First District – Nasr City
Customer Acknowledgment
By requesting or booking any service provided by CurexMed Home Medical Services, the customer acknowledges that they have read, understood, and agreed to this Cancellation and Refund Policy.
The customer specifically acknowledges that once the service provider has been dispatched based on their request and confirmed booking, the amount paid may become non-refundable, as set out in this Policy and subject to applicable laws and regulations.
CurexMed Home Medical Services
Reliable Medical Care at Your Home.