Cancellation & No-Show Policy

This policy explains the rules for session cancellation, no-shows, and refunds.

Its goal is to protect the rights of the client, the specialist, and the platform while keeping decisions clear before booking.

The client can cancel a session before its start time if the session has not already been rescheduled by the client.

When cancellation is accepted before the session starts: • The client receives 100% of the session amount • The specialist and the platform receive 0 from that canceled session • The balance can be used for a future booking or refunded depending on the case

We often suggest keeping the balance in the app to make a later booking easier, but the client can request reimbursement when needed.

If the client rescheduled the session, they cannot cancel the same session from inside the app afterward.

In exceptional cases, the client should contact support for review without any prior promise of refund or compensation.

If the specialist or platform cancels the session before it takes place, the booking is reviewed and the client's right is returned according to policy.

If the client receives a full refund, the specialist and platform share for that session is 0.

A case is treated as a no-show when one party does not join within 30 minutes after the session start time, according to platform join logs.

If the client does not attend while the specialist attended, the session is financially completed and the amount is not refunded.

If the specialist does not attend while the client attended, the full amount is returned to the client's balance.

With the specialist's agreement, the platform may arrange one replacement session without a new client payment. The financial treatment of the original session remains unchanged.

When a refund is accepted, the client can request reimbursement.

For the best operational experience, we suggest keeping the amount as in-app balance if the client plans to book another session, because it makes the next booking easier and faster.

Refund processing time may vary depending on the payment method, bank, and provider.

If a platform outage prevents the session from taking place, the session is rescheduled or canceled with the full amount returned to the client's balance.

Other technical issues, emergencies, or disputes are reviewed according to booking details and what actually happened.

No refund or compensation is confirmed before the case is reviewed by the relevant team.

For questions or case review: 📧 support@nafsiaclinic.com 📱 WhatsApp: available in the app