Payments, Refunds & Packages Policy

1. Prices and payment methods

Prices are shown in UAE dirhams and include VAT where it applies. The details of the services and the total cost are explained before payment.

We accept payment in cash, by bank card, by bank transfer, and through Tabby and Tamara.

Tabby and Tamara are subject to the provider's approval and its own terms. The clinic does not offer instalments directly outside these two services.

The consultation is free and no deposit is required to book. A free consultation does not include any additional treatments, procedures or tests.

2. When payment is due, and additional procedures

The price of a service or package is paid before it begins. Where Tabby or Tamara is used, the purchase must be approved before the service begins.

If the doctor suggests an additional procedure during the visit, its nature and its cost are explained and the patient's consent is obtained before it is carried out. The additional procedure can be paid for after the session, as arranged with the clinic team.

Paid services are not added to a plan without the patient's knowledge and consent.

3. Refunds before a service begins

If a service or package has been paid for and none of its services have been used, you may ask to cancel the purchase and have the amount paid refunded.

If the request has caused an actual non-refundable specific cost, it is only deducted where the patient was told what it is and how much it is and agreed to it in advance, and only to the extent the applicable rules allow.

If, after assessment, the doctor determines that there is a medical contraindication preventing the service, the value of the service not provided is refunded. Where no part of a package has been provided, the full amount paid for it is refunded.

4. Choosing to stop after a package has begun

A package is treated as having begun when the first service included in it is provided — not simply when it is booked or when the free consultation is attended.

Once a package has begun, the value of the remaining services is not refundable simply because of a change of mind or a wish to stop for personal reasons. They can be used within the package's validity period, subject to medical suitability and appointment availability.

This clause does not limit the patient's right to refuse or stop any procedure, and it does not apply where there is a medical contraindication, where the clinic is unable to provide the service, or in cases where legislation establishes a right to a refund or another remedy.

5. A medical contraindication after a package has begun

If the doctor determines that there is a medical contraindication preventing one or more services within a package from being completed, the patient is entitled to a refund of the value of the unused services that cannot medically be provided.

The refund is calculated on the value allocated to those services within the actual discounted package price, without re-pricing the services already used at the higher individual rate.

In packages made up of identical sessions, the value of a session is the package price divided by the number of sessions. In packages combining different services, the value allocated to each service is set out in the purchase details.

If the medical contraindication prevents the package from being completed at all, the value of all remaining unused services is refunded.

6. When the clinic cannot deliver a service

If the clinic is unable to provide a paid service, the patient may have the value of the part not provided refunded, or agree to a suitable alternative with their consent.

Clinic credit or an alternative treatment is not imposed in place of a refund that is due without the patient's agreement.

Where there is a complaint about how a service was carried out, the case is reviewed according to its nature and the applicable legal and professional requirements. This policy does not remove any right the patient has under the law.

7. Package validity and use

Packages are valid for twelve months from the date of purchase.

Packages are personal, and cannot be transferred to another person or frozen at the patient's request.

Please arrange your sessions within the validity period, keeping to the intervals the doctor sets. The medically necessary intervals must not be shortened simply because a package is close to expiring.

If a postponement by the clinic makes it impossible to complete the sessions within the validity period, the period is extended as far as needed to make up for the delay.

After expiry, remaining services cannot be used and their value is not refunded merely because they went unused, subject to the exceptions in this policy and to the rights established by law.

8. How refunds are processed, and how long they take

To request a refund, please contact the clinic team and provide your name, the purchase details, the service concerned and the reason for the request. Proof of payment or appropriate information may be requested to verify the transaction.

The clinic reviews the request and informs the patient of the outcome, the refund amount due and how it was calculated, without undue delay.

The clinic processes the refund within ten working days of confirming that it is due and receiving the necessary details. The amount may take further time to appear, depending on the bank or payment provider.

The amount is returned through the original payment method wherever possible. Where that is not possible, a suitable alternative method is agreed with the person who made the payment, after the necessary verification.

9. Purchases made through Tabby and Tamara

Cancellations and refunds for purchases paid through Tabby or Tamara are handled by the provider, in line with its own procedures.

These amounts are not refunded in cash separately from the original purchase. The provider determines the effect of a refund on any outstanding instalments or amounts already paid.

Please do not assume that instalments stop automatically once a request is made to the clinic; follow the status of the transaction with the provider until the change is confirmed.

10. Offers and promotional packages

The services included in an offer, its price, its duration and any particular conditions are explained before purchase.

The offer terms announced at the time of purchase apply alongside this policy, and later changes are not applied retrospectively to a purchase already made.

All services are subject to assessment and medical suitability, and buying an offer or package does not guarantee that every procedure is appropriate for everyone.

11. Contact

For enquiries about payments, packages or refund requests:

Clinica Nefertiti L.L.C

Phone +97144124666

WhatsApp +971543340292

Email clinicanefertitidubai@gmail.com

Address Villa 34, Jumeirah 3, Dubai, United Arab Emirates.