Terms, payment and refund policy

Payment, refund and laser package terms at Excelcare Medical Complex.

Prices and payment

Licensed facility: Excelcare Medical Complex is a licensed healthcare facility committed to Ministry of Health regulations, and all prices are approved by the competent official authority.
Installments: Invoice amounts can be paid in installments through approved installment companies.
Offers: Offers and discounts are available to cash patients only and do not include insurance services.
Balance: Amounts paid are recorded as a balance that can be used for the same service or other services within 3 months of the payment date.
Using the balance: Patients may use the remaining balance if only part of the service was carried out.
Discount calculation: If a service carries a discount, the original value of the service is deducted from the balance.

When to request a refund: A refund can be requested before the service is provided or started, by the patient completing the dedicated form, within 7 days of the payment date.
Exceptions: Cases that need medical and administrative approval are excepted, such as a health impediment, the paid service being unavailable, or paying in cash and then receiving insurance approval for the same service.
After the service: Once the service has been provided, the patient is not entitled to claim a refund of the amounts paid.
Insurance services: If the service is covered by medical insurance and has already begun, the approval cannot be cancelled.
Refund processing time: Refunds are processed within 20 working days of the request date.
Administrative fees: An administrative fee of 10% is deducted from the value of a cash invoice, and 20% from the value of an installment invoice (Tabby, Tamara, Tasheel).

Package validity: Patients may use package sessions within a maximum of 6 months from the billing date.
Missed appointments: If a patient does not attend a confirmed appointment, 50% of the session value is deducted.