1. Audio and Video Sessions Refund Policy

1- Audio/Video session if canceled by the client more than twenty-four hours prior to their scheduled time, the client is entitled to a full refund.

2- Audio/Video session if canceled by the client up to three hours before the session time, the client is entitled to 50% refund.

3- Audio/Video session if canceled by the client within three hours before the session, the client isn’t entitled to any refund.

4- The amounts refunded will be added to the client balance on Esaal Wallet and the client has the complete freedom to use these amounts in future bookings.

5- If the customer wishes to reclaim the funds in cash, it will depend on the initial payment method used in paying for the session.

6- If the session was paid for by Credit Card, the amounts will be refunded to the same credit card during a period from 5 to 10 business days.

7- If the session was paid for through (FAWRY), the amounts paid can be refunded instantly from any Fawry outlet by sharing the refund code received through SMS.

8- If the session was paid for through Vodafone Cash, no cash refund can be done and the amounts will be refunded only through Esaal wallet.

9- In case the client wants to reschedule the session, it should be a maximum of two sessions per month, and the customer service will be contacted to set another appointment with the expert.

2. Package cancellation policy

1- Once you have selected a package with a specific doctor, changes to the assigned doctor will not be permitted after completing one or more sessions. You are required to continue with the same expert throughout the duration of your package.

2- If you have selected a package and booked your first session, any pending sessions can be scheduled at your convenience, subject to available slots.

3- Once you have chosen a package, cancellation will not be possible. However, you will have the option to reschedule your sessions to more suitable time slots until you have completed your package.