Cancellation, Rescheduling, and Refund Policy

(For Cash, Insurance, and Installment Patients)

1. Session Cancellation or Rescheduling by the Client

• Advance Notice (Acceptable): The client has the right to request rescheduling or cancellation of the booked session without any fees or deductions, provided they notify the center's reception desk at least 12 hours prior to the appointment (or before the end of the current business day).

• Late Cancellation: If a cancellation or rescheduling request is made less than 12 hours before the scheduled session, the appointment will be deemed canceled. The session will be counted as "attended/consumed" from the client's package, and the client shall not be entitled to any compensation or make-up session.

• No-Show Without Notice: In the event that the child does not attend the scheduled appointment without any prior notice to the reception desk, the session will be automatically deducted from the child’s balance, and no compensation or make-up session will be provided.

2. Session Lateness Policy

• Session Timing: Sessions start exactly at their scheduled time. Punctuality ensures that your child receives the full duration of the service.

• Acceptable Delay: In the event of a child's late arrival, only the remaining duration of the session will be provided. The session will end at its originally scheduled time, and the specialist is not obligated to extend the time, out of respect for other patients' scheduled appointments.

• Excessive Delay: If the delay exceeds 20 minutes from the start of the session without prior notice to the center, the center reserves the right to cancel the session and consider it consumed (non-compensable).

3. Emergency and Exceptional Cases

In appreciation of unforeseen circumstances, sudden emergencies affecting the child (such as acute health illnesses or accidents—may Allah protect us and you from all harm) are exempted from deductions. This is subject to providing supporting medical/official documentation from an approved authority within 48 hours of the missed session to allow rescheduling.

4. Session Cancellation by the Center or Specialist

In the event that the center is forced to cancel or reschedule a session due to emergency circumstances pertaining to the specialist or the center, the client will be notified immediately. The center commits to compensating the session at another time convenient for the client.

Client Session Cancellation or Rescheduling for Insurance, Tabby, and Tamara Beneficiaries

• Standard Grace Period: Cancellation or rescheduling requests must be submitted at least 12 hours prior to the session time or from the receipt of the appointment confirmation message.

• Late Cancellation or No-Show: In case of cancellation/rescheduling within less than 12 hours, or a no-show, a late cancellation fee of [SAR 250 - Session Value] will apply, handled according to the payment method as follows:

  • Via Insurance: The patient is obligated to pay the fee in cash or via credit/debit card during the next visit (as insurance does not cover missed sessions).

  • Via Tabby or Tamara: In the event of late cancellation or a no-show, a fee of [SAR 250 - Session Value] will be applied to reschedule the appointment. In the case of a final cancellation, this fee will be deducted from the refundable amount.

Refund Policy for Cash, Insurance, and Installment Payments

A. Policy for Canceling Remaining Sessions (Cash / Mada / Credit Card)

Refund policy for packages and promotional offers (Cash/Card payment) when a client purchases a package of sessions or services subject to a special discount or promotion, and subsequently wishes to cancel the package and refund the remaining balance:

• Forfeiture of Discount: Any discount granted on the package is automatically revoked if the client does not complete the full number of sessions required under the offer.

• Refund Calculation Mechanism: Sessions or services actually utilized by the client will be recalculated at the center's standard (official) rate prior to the discount, rather than the discounted package rate.

Refund Mathematical Formula:

$$\text{Refundable Amount} = \text{Total Paid Amount} - (\text{Number of Utilized Sessions} \times \text{Standard Session Rate}) - \text{Administrative Fees}$$

• Administrative Fees: An administrative fee of 5% of the total invoice value will be deducted from the remaining balance (if any) to cover banking and operational cancellation costs.

• Ineligibility for Refund: If the value of the consumed sessions (at the standard rate) exceeds the total amount paid by the client upon purchasing the package, the client is not entitled to any financial refund. Conversely, the center will not claim any additional financial differences from the client for the consumed sessions.

Illustrative Example (To be included in the policy):

If a client subscribes to a package that includes 10 sessions at a discounted price of SAR 1,500, while the standard price for a single session is SAR 200. If the client requests cancellation after utilizing only 5 sessions:

• The 5 consumed sessions are calculated at their standard rate: $5 \times 200 = \text{SAR 1,000}$.

• The remaining eligible refund amount: $1,500 - 1,000 = \text{SAR 500}$ (from which the 5% administrative fee will be deducted).

B. Policy for Canceling Remaining Sessions and Refunds for Insurance Beneficiaries

If the beneficiary wishes to cancel the remaining sessions of their approved treatment plan from the insurance company and does not wish to complete them, the following financial and insurance terms apply:

• Actual Billing: The center commits to submitting financial claims to the insurance company only for the sessions actually attended by the beneficiary, and will immediately cancel approvals for the remaining sessions. No cash refunds shall be paid to the beneficiary.

• Medical Disclaimer: The center disclaims all liability for any relapse or health complications resulting from the failure to complete the prescribed treatment plan.

C. Policy for Canceling Remaining Sessions and Refunds via Installment Services (Tabby / Tamara)

If the beneficiary wishes to cancel the remaining sessions and payment was processed via (Tabby or Tamara), the refund mechanism is subject to the following terms:

1. A partial electronic refund will be processed exclusively through the installment company's system. No cash refunds will be paid directly by the center.

2. The center reserves the right to deduct an administrative cancellation fee of [SAR 150], in addition to the payment gateway commission (Tabby/Tamara) from the refunded amount, to cover scheduling cancellation and specialist time slot blockage.

3. Medical Disclaimer: The center disclaims all liability for any relapse or health complications resulting from the failure to complete the prescribed treatment plan.

This policy is subject to modification and updates at any time.