We understand that unforeseen circumstances may arise and that sometimes appointments need to be changed or cancelled. To ensure transparency and fairness for all our clients, we have outlined our cancellation and refund policy below.

This Policy explains the terms that apply to appointment cancellations, rescheduling, refunds, prepaid packages, memberships, recurring plans and eligible product returns.

While we strive to be understanding and accommodating, these guidelines help us manage appointment availability, protect the time of our medical and healthcare professionals, and ensure that we can continue to provide our services fairly to all clients.

APPOINTMENT CANCELLATIONS & RESCHEDULING

More than 24 hours' notice

If you need to cancel or reschedule an appointment more than 24 hours before your scheduled appointment, you may:

• reschedule your appointment at no additional charge; or 
• request a full refund of any amount prepaid for that appointment. 

Less than 24 hours' notice

If you cancel or reschedule less than 24 hours before your scheduled appointment, we will provide one free opportunity to reschedule.

For home visits, the applicable call-out fee will apply.

No-shows

If you do not attend your appointment or are unavailable for a scheduled home visit without prior notice, the applicable session fee will be charged. Where the appointment forms part of a prepaid package, the session may be treated as used and deducted from your package.

Late arrival

We understand that delays can happen. However, where you arrive too late for the appointment to be reasonably completed within the scheduled time, the appointment may be treated as a no-show and the applicable session fee may be charged or prepaid session forfeited.

HOME VISITS

• Home visits involve the scheduling and deployment of our healthcare professionals and other resources specifically for you.
• If a home visit is cancelled with less than 24 hours' notice, the applicable call-out fee will apply.
• The call-out fee may also apply where our healthcare professional has arrived at the agreed location but the visit cannot proceed because you are unavailable or otherwise unable to proceed with the appointment.
• Where a home visit cannot take place because of circumstances outside your reasonable control, and not due to any action or omission on your part, the call-out fee will not apply.

WHEN CAN I GET A REFUND?

Services you have already received

Once a Service has been provided, it cannot ordinarily be refunded.

This includes, for example:

• an IV drip that has been infused; 
• an injection that has been administered; 
• a consultation that has been completed; or 
• a sample that has been collected or sent to a laboratory. 

Prepaid but unused Services

If you have paid in advance for a Service that you have not used, you may choose between:

• a refund; or 
• 100% of the unused value as Vervé Clinic Credit, with no conversion fee. 

Clinic Credit is valid for 12 months from the date it is issued.

If our clinician advises against treatment

Your safety comes first.

If our clinician cancels a treatment or advises that it should not proceed for clinical or medical reasons, you will receive either:

• a full refund; or 
• 100% Clinic Credit, 

with no fees or deductions.

REFUNDS BY SERVICE

IV Drips, Peptides & Injectables

• Once an IV drip, peptide or injectable treatment has started or the relevant product has been prepared for administration, it is non-refundable.
• Where a treatment course contains undispensed vials that have not been used or prepared, the unused portion may be refunded on a pro-rata basis.
• Dispensed medication cannot be returned due to pharmaceutical safety requirements.

Laboratory & Diagnostic Tests

• Laboratory tests are fully refundable before sample collection.
• Once a sample has been collected or dispatched to the laboratory, the test is generally non-refundable because the testing process has commenced.
• If an error occurs on our side, we will provide a free re-draw or, where appropriate, a full refund.

Supplements

• Sealed supplements may be returned within 7 days of delivery, provided you have your receipt or other proof of purchase.
• Opened or temperature-sensitive products cannot ordinarily be returned due to health, safety and product-integrity requirements.

PACKAGES

• If you purchase a package and later decide to cancel it, your refund will be calculated based on the Services already used.
• The refund will generally be:

Amount Paid – Value of Sessions Used at the Applicable Standalone List Price – Applicable Administrative Fee

• Alternatively, you may choose to receive 100% of the remaining package value as Clinic Credit, without an administrative fee.
• The standalone price used for the calculation will be the applicable price at the time the package was purchased.

MEMBERSHIPS

• Memberships may be cancelled within 14 days of purchase, subject to deduction of the value of Services already used.
• After the initial 14-day period, a pro-rata refund may be available after deducting the value of Services or benefits already used at the applicable standalone price and the applicable early-exit fee.
• The early-exit fee will be waived where cancellation is due to:
• relocation abroad; or 
• medical incapacity. 
• Memberships may also be frozen for up to 60 days per calendar year, subject to the applicable membership terms.

DRIP CLUB & RECURRING PLANS

• You may cancel your Drip Club or other recurring plan at any time.
• Cancellation will take effect from the next billing cycle.
• The current billing cycle will be refundable only where:
• the Services included in that cycle have not been used; and 
• the cancellation is made within 7 days of the applicable charge.

VOUCHERS & GIFT CARDS

Vouchers and gift cards:

• may be redeemed against eligible Vervé Services; 
• are not redeemable for cash; and 
• are valid for 12 months from the date of issue.

HOW WILL YOUR REFUND BE PAID?

• Approved refunds will be made to the original payment method and original payer.
• For card payments, the refund will be made to the same card. We do not ordinarily provide cash refunds against card payments or refunds to third parties.
• Once a refund has been approved, we will initiate it within 7 business days.
• After the refund has been initiated, it may take a further 5–10 business days for the amount to appear in your account, depending on your bank or payment provider.
• Refunds are processed in AED, based on the amount originally received by Vervé. Any bank charges or foreign exchange differences imposed by your bank or payment provider for international transactions will not ordinarily be borne by Vervé.

QUESTIONS OR CONCERNS?

• If you have a question or concern about a cancellation, refund or credit, please contact our Operations Manager in the first instance.
• If the matter remains unresolved, it may be escalated to our CFO, who will respond within 5 business days.
• Nothing in this Policy limits any rights or remedies available to you under applicable UAE law or applicable healthcare regulations.

ALLWELL HOME HEALTHCARE L.L.C.
Trading as: Vervé Wellness
Email: info@vervewellness.ae
Address: 1612, Park Lane, Business Bay, Dubai, United Arab Emirates