Cancellation & Refund Policy
1. Introduction
Our Commitment: Vital Mena Health is committed to fair, transparent, and patient-centred cancellation and refund practices. Diagnostic procedures involve preparation, reserved clinical staff time, and specialist equipment. This policy reflects both patient rights and operational requirements.
This policy is effective from May 2025 and applies to all consultations, diagnostic procedures, and prepaid services at Vital Mena Health. It is governed by UAE Federal Decree-Law No. 5/2023 on Consumer Protection and the DHA Patient Rights & Responsibilities Charter.
2. Definitions
| Term | Definition |
|---|---|
| "Appointment" | A confirmed booking for a consultation or diagnostic procedure at the Clinic |
| "Cancellation" | Notification by the patient that they will not attend a booked appointment |
| "No-Show" | Failure to attend without prior notice |
| "Rescheduling" | Changing the date or time of a confirmed appointment |
| "Diagnostic Procedure" | Any of: spirometry, lung function test, bronchoscopy, sleep study, chest X-ray, or CT scan |
| "Refund" | Return of fees paid, subject to the conditions in this policy |
| "Pre-authorisation" | Insurance approval required before a covered procedure |
| "NPO" | Nil Per Oral — fasting instruction required before bronchoscopy |
3. Standard Consultation Cancellations
3.1 Cancellation Rate Schedule
| Notice Given | Refund | Notes |
|---|---|---|
| More than 24 hours before appointment | 100% | Full refund to original payment method within 5 business days |
| 6 to 24 hours before appointment | 50% | Partial refund; balance as clinic credit valid 6 months |
| Less than 6 hours before appointment | 0% | No refund — clinical slot cannot be reallocated |
| No-show (no notice given) | 0% | No refund; fee is forfeited |
3.2 Rescheduling
- Rescheduling requests made more than 24 hours in advance: free of charge
- A maximum of 2 rescheduling requests per consultation episode are permitted at no charge
- Third rescheduling request or less than 24 hours notice: treated as a cancellation for fee purposes
3.3 Late Arrivals
A 15-minute grace period applies. Patients arriving more than 15 minutes late may be required to reschedule and the appointment will be treated as a less-than-6-hour cancellation for refund purposes.
4. Diagnostic Procedure Cancellations
Diagnostic procedures involve specialist preparation, reserved equipment time, and clinical staff scheduling. Longer notice periods apply due to the preparation requirements.
4.1 Spirometry / Lung Function Tests
| Notice Given | Refund | Notes |
|---|---|---|
| More than 4 hours before test | 100% | Full refund within 5 business days |
| Less than 4 hours before test | 50% | Partial refund; balance forfeited |
| No-show | 0% | No refund |
Note: If a patient arrives for spirometry having used bronchodilators contrary to preparation instructions, the test cannot proceed and the appointment will be treated as a cancellation with no refund.
4.2 Bronchoscopy
| Notice Given | Refund | Notes |
|---|---|---|
| More than 48 hours before procedure | 100% | Full refund within 5 business days |
| 24 to 48 hours before procedure | 50% | Partial refund; balance forfeited |
| Less than 24 hours before procedure | 0% | No refund — extensive preparation and scheduling costs incurred |
| No-show | 0% | No refund; all preparation costs forfeited |
BRONCHOSCOPY — Fasting / NPO Requirement
Patients who have not followed NPO (nil per oral) fasting instructions on the day of bronchoscopy will NOT be able to proceed with the procedure for patient safety reasons.
In this circumstance, the procedure is treated as a same-day cancellation and the full procedure fee is NON-REFUNDABLE.
Patients will receive clear written fasting instructions at the time of booking. Please follow them exactly.
4.3 Sleep Study (Polysomnography)
| Notice Given | Refund | Notes |
|---|---|---|
| More than 48 hours before study | 100% | Full refund within 5 business days |
| 24 to 48 hours before study | 50% | Partial refund; balance forfeited |
| Less than 24 hours before study | 0% | No refund — equipment setup and staffing costs incurred |
| No-show | 0% | No refund |
4.4 Chest Imaging (X-Ray & CT Scan)
| Notice Given | Refund | Notes |
|---|---|---|
| More than 2 hours before imaging | 100% | Full refund within 5 business days |
| Within 2 hours of imaging | 50% | Partial refund; balance forfeited |
| No-show | 0% | No refund |
5. Clinic-Initiated Cancellations
5.1 More Than 24 Hours Notice
If the Clinic cancels an appointment more than 24 hours in advance (due to equipment maintenance, staff unavailability, or force majeure), patients will be offered a full refund or priority reschedule.
5.2 Less Than 24 Hours Notice
If the Clinic cancels with less than 24 hours notice, patients will receive a full refund within 3 business days OR a priority reschedule at the patient's convenience. The Clinic will also waive the next booking fee as a goodwill gesture.
6. Insurance-Covered Appointments
- Co-payment amounts are non-refundable once a consultation or procedure has been completed
- If insurance pre-authorisation is denied after booking, the patient may cancel with a full refund of any fee paid, provided the cancellation is made within 2 business days of the denial notification
- Insurance billing disputes must be raised within 30 days of receiving the insurance Explanation of Benefits
- Self-funded top-up amounts are subject to the standard cancellation schedule above
7. Diagnostic Packages & Prepaid Tests
| Scenario | Refund Treatment |
|---|---|
| Package not yet used (cancelled within 14 days of purchase) | Full refund of package price within 7 business days |
| Package partially used (some tests completed) | Pro-rata refund for unused tests at individual test list price |
| All tests in package completed | No refund applicable |
| Medical contraindication prevents completion (with supporting clinical letter) | Full refund of unused portion regardless of time elapsed |
| Package expired (unused after 6 months) | No refund; clinic credit may be considered at management discretion |
8. Refund Processing
8.1 Processing Timelines
| Payment Method | Refund Timeline |
|---|---|
| Credit / Debit Card | 5–7 business days (subject to issuing bank processing) |
| Cash Payment | 3 business days (bank transfer or cash at clinic) |
| Insurance Co-payment (card) | 5–7 business days |
| Failed / Duplicate Transaction | 3 business days from verification |
8.2 Refund Method
Refunds are processed to the original payment method. Cash refunds are available at the clinic reception during business hours. Refunds will not be issued to a different card or account than that used for payment without ID verification.
8.3 VAT
Healthcare services provided by DHA-licensed facilities are VAT exempt under Cabinet Decision No. 52/2017. Accordingly, no VAT element will be present in refunds.
8.4 Failed or Duplicate Transactions
If a payment is processed twice in error, or if a payment fails and is recharged, the Clinic will investigate and process a correction within 3 business days of the error being identified. Please contact info@vitalmenahealth.com immediately.
9. Non-Refundable Items
- Completed consultations — the consultation fee is non-refundable once the appointment has taken place
- Processed diagnostic tests — where a biological sample (e.g. bronchoscopy washings) has been submitted to a laboratory and analysis has begun, the laboratory component is non-refundable
- Imaging already acquired — chest X-ray or CT scan images that have been acquired are non-refundable regardless of report status
- Late cancellation fees — processing fees applied for less-than-required-notice cancellations
- No-show fees — appointment fees forfeit for patients who fail to attend without notice
10. Procedure Preparation Non-Compliance
For the safety of all patients, certain diagnostic procedures cannot proceed if the patient has not followed pre-procedure preparation instructions. The following applies:
- Bronchoscopy: If the patient has consumed food or drink within the NPO fasting period (typically 6 hours before), the procedure cannot proceed and the fee is non-refundable.
- Spirometry: If the patient has used short-acting bronchodilators within 4 hours of the test (contrary to instructions), the test result will be invalid. The test cannot proceed and the fee is non-refundable.
- Sleep Study: If the patient has not followed sleep preparation instructions, the study may be rescheduled at the pulmonologist's discretion. Rescheduling will follow the standard cancellation schedule.
IMPORTANT SAFETY NOTICE — Preparation Instructions
Vital Mena Health will provide written preparation instructions for ALL diagnostic procedures at the time of booking.
Failure to follow these instructions is not grounds for a refund. The Clinic cannot proceed with procedures that cannot be safely conducted due to patient non-compliance with preparation requirements.
If you have any questions about your preparation instructions, contact us at least 24 hours before your appointment.
11. How to Cancel
| Channel | Contact Details | Hours |
|---|---|---|
| Telephone | 045781600 | During clinic hours |
| 9451234578 | 24/7 (responses during business hours) | |
| teledoc@vitalmenahealth.com | 24/7 (responses within 1 business day) | |
| In Person | Um Hurair second, Royal palm business center, 13th floor office #4, OF13-4 Dubai, United Arab Emirates | During clinic reception hours |
For cancellations outside business hours, please leave a WhatsApp message or email. The cancellation time recorded will be the time of the message. Voicemails are accepted for telephone cancellations; please clearly state your name, date of birth, appointment date and time.
12. Force Majeure
The Clinic will not apply cancellation fees where a patient cannot attend due to circumstances beyond their reasonable control, including: acute medical emergency, bereavement of immediate family, natural disaster, or government-mandated travel restrictions. Supporting documentation may be requested.
13. Complaints
13.1 Internal Complaints
Complaints about cancellation or refund decisions may be submitted to info@vitalmenahealth.com. The Clinic will acknowledge within 2 business days and provide a decision within 7 business days.
13.2 External Escalation
- DHA Patient Complaints: 800-342 (toll-free in Dubai)
- Dubai Economy & Tourism (Consumer Protection): 600-545-555
14. Modifications
This policy may be updated from time to time. The current version is published at [www.vitalmenahealth.com]. Material changes will be communicated to registered patients.
Appendix: Quick Reference Cancellation Summary
| Service / Scenario | Notice Period | Refund | Notes |
|---|---|---|---|
| Standard Consultation | >24 hours | 100% | Full refund |
| Standard Consultation | 6–24 hours | 50% | Partial refund |
| Standard Consultation | <6 hours | 0% | No refund |
| Standard Consultation | No-show | 0% | Fee forfeited |
| Spirometry | >4 hours | 100% | Full refund |
| Spirometry | <4 hours or unprepared | 0% | No refund incl. prep non-compliance |
| Bronchoscopy | >48 hours | 100% | Full refund |
| Bronchoscopy | 24–48 hours | 50% | Partial refund |
| Bronchoscopy | <24 hours or unfasted | 0% | No refund; safety non-compliance = 0% |
| Sleep Study | >48 hours | 100% | Full refund |
| Sleep Study | 24–48 hours | 50% | Partial refund |
| Sleep Study | <24 hours | 0% | No refund |
| Chest Imaging | >2 hours | 100% | Full refund |
| Chest Imaging | <2 hours or no-show | 0% | No refund |
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