Cancellation & Refund Policy

At Smart Care Poly Clinic , we are committed to delivering exceptional care and transparency in all aspects of our service. This policy explains our payment, cancellation, and adjustment terms, in compliance with Dubai Health Authority (DHA) and UAE consumer protection laws

1. Appointment Bookings & Payments

• Advance payment or deposit may be required to confirm appointments for consultations, packages and treatments.
• Deposits are non-refundable and secure your booking slot.
• Full payment for packages must be made before the first treatment session.

2. Cancellations & Rescheduling

• Please provide a minimum of 24 hours’ notice for cancellations or rescheduling.
• Appointments cancelled less than 24 hours in advance, or no-shows , will be considered as used and deducted from the package.

3. No Refund Policy

• All payments for consultations, treatments, packages, or offers are non-refundable once purchased.
• Refunds are not provided for unused sessions or partially completed packages.
• This applies to payments made via cash, card, online gateways, Tabby, Tamara , or any other payment method.

4. Transfer or Adjustment Option

• Remaining sessions in a package or unused balance can be adjusted toward another treatment of equal or higher value for same patient.
• Transfers or adjustments must be used within 12 months of purchase and are allowed once per package.

5. Clinic-Initiated Changes

If for unforeseen events due to medical or operational reasons:
• You may reschedule at a convenient time, or
• Receive clinic credit for the value of the session, valid for 12 months toward any treatment.

6. Refunds via Tabby, Tamara, or Other Wallets

• If a refund is ever approved under special circumstances, it will be returned to the original payment method.
• Refunds processed through Tabby, Tamara, or other wallets are subject to their own timelines and processing rules.
• Once Smart Care submits the refund request, we have no control over the additional time these third-party providers may take.
• Transaction fees (if any) are non-refundable.

7. Medical or Exceptional Circumstances

• In rare cases such as medical contraindication (verified by a DHA-licensed doctor), the clinic may review and offer a credit note, transfer, or partial refund.
• Each case is reviewed individually at the discretion of management and in line with DHA standards.

8. Package Validity

• All prepaid treatment packages are valid for 12 months from the date of purchase. • Expired sessions will not be extended, refunded, or reactivated.