Tashkheesa

Refund & Cancellation Policy

Clear, fair refund terms for all our services.

Last updated: February 2026

At Tashkheesa, we want you to be completely satisfied with our service. This policy explains when and how refunds are processed.

When You Can Get a Refund

1. Before Doctor Assignment

Full refund if you cancel before a specialist is assigned. Refund requests are reviewed within 1 business day. Approved refunds are sent manually via InstaPay to the mobile number you provide, arriving within 3–5 business days. Refunds are not returned to your original card or payment method.

2. SLA Breach

If an assigned specialist misses the turnaround you chose (Urgent 4h, VIP 18h, Standard 48h), your urgency surcharge is refunded. Standard has no surcharge, so there's nothing extra to refund — your case stays in active review until your written opinion is delivered, and you can still request a refund review.

3. Technical Failure

If a technical issue on our platform prevents delivery of your report, you can request a refund review. Approved refunds are reviewed within 1 business day and sent manually via InstaPay to the mobile number you provide, arriving within 3–5 business days.

When You Can Get a Partial Refund

4. Quality Concerns

If you believe the specialist report does not adequately address your clinical question, contact us within 7 days of delivery. We will either:

  • Arrange a re-review by a different specialist at no additional cost, OR
  • Issue a partial refund at our discretion

When Refunds Are Not Available

5. After Report Delivery

Once your specialist report has been delivered and downloaded, the service is considered complete. Refunds are generally not available after delivery unless there is a quality concern (see #4 above).

6. Incomplete Uploads

If you fail to upload complete medical files and the specialist cannot provide a comprehensive review, this does not qualify for a refund. You will be asked to upload additional files.

7. Disagreement with Findings

A second opinion that differs from your primary doctor's opinion is not grounds for a refund. Second opinions are by nature independent assessments.

Video Consultation Refunds

8. Patient No-Show

If you miss a scheduled video appointment without cancelling at least 24 hours in advance, the consultation fee is non-refundable.

9. Doctor No-Show

If the doctor fails to join a scheduled appointment, you will receive a full refund or free rescheduling.

10. Cancellation

Cancel a video consultation 24 hours or more before the appointment for a full refund; cancellations within 24 hours are non-refundable. If the doctor cancels or doesn't join, you receive a full refund.

How to Request a Refund

  1. Log into your Tashkheesa portal
  2. Go to the case or appointment you want to request a refund for
  3. Click "Request Refund" and provide a brief explanation
  4. Our team will review your request within 1 business day
  5. Approved refunds are sent manually via InstaPay to the mobile number you provide, arriving within 3–5 business days. Refunds are not returned to your original card or payment method.

Contact for Refund Issues

Email: info@tashkheesa.com

Phone: +20 110 200 9886