Refund & Cancellation Policy
When you get money back, how much, and how it reaches you.
Last updated: 13 September 2026
How refunds are paid
Approved refunds are sent manually by InstaPay only, to the mobile number you give in your refund request. We review every request within 1 business day, and the money arrives within 3–5 business days of approval.
When you get a full refund
1. Before a consultant accepts your case
If you ask for a refund before any consultant has accepted your case, everything you paid comes back, and the request is approved automatically.
2. Technical failure
If a technical issue on our platform prevents delivery of your report, request a refund review and we will treat it as a priority.
When you get part of it back
3. Missed deadline
If your consultant misses the turnaround you chose (Urgent 4h, VIP 18h, Standard 48h), your urgency surcharge is refunded automatically. Standard has no urgency surcharge, so a late Standard case has nothing extra to refund. Either way, your case stays in review until your written opinion is delivered.
4. Quality concerns
If you believe the report does not adequately answer your clinical question, contact us within 7 days of delivery. We will either:
- Arrange a re-review by a different consultant at no additional cost, OR
- Issue a partial refund at our discretion
5. Asking for the rest after a partial refund
If part of your payment has been refunded (the urgency surcharge, for example, or a partial amount), you can request the rest while your case is still eligible. The total refunded on a case never exceeds what you paid.
When refunds are not available
6. After report delivery
Once your report has been delivered, the service is complete. Refunds are not available after delivery unless there is a quality concern (see #4).
7. Incomplete uploads
If you do not upload complete medical files and the consultant cannot provide a comprehensive review, this does not qualify for a refund. You will be asked to upload additional files.
8. 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.
How to request a refund
- Sign in to your Tashkheesa portal and open your case.
- Tap “Request refund”. The form shows how much can be refunded.
- Give a reason, check your InstaPay number, and send the request.
- We review it within 1 business day; approved refunds arrive within 3–5 business days. You can cancel a request within an hour of sending it.
Contact for Refund Issues
Email: billing@tashkheesa.com
Phone: +20 110 200 9886
Prevailing Language
This page is provided in both Arabic and English. In the event of any inconsistency between the two texts, the Arabic text shall prevail.