Late Arrivals, Rescheduling, and Cancellations

Open the Tatmeen app, go to Appointments, and select Upcoming Appointments. Open the appointment card, tap Cancel Appointment, and confirm your decision.

If you cancel at least six hours before the appointment starts, you will receive a full refund to your Tatmeen Wallet. Cancellations made within the final six hours and no-shows without prior cancellation are not eligible for a refund. If your care provider is at least ten minutes late, you will see an option to cancel the appointment and receive a full refund.

Canceling one appointment does not affect your other bookings. If the appointment is part of a package and is canceled within the permitted window, the session is returned to your package balance and the other sessions remain unchanged. To change the time instead of canceling, use the rescheduling option before the deadline.

The policy follows a six-hour rule:

• At least six hours before the appointment: Full refund.
• Within the final six hours: No refund.
• No-show without prior cancellation: No refund.
• Care provider is ten minutes late or does not attend: You may cancel the appointment and receive a full refund.

Eligible refunds go to your Tatmeen Wallet by default, ready to use for your next booking. You may request that an eligible transaction be refunded to its original payment method; the request is subject to review and approval and is not a general withdrawal facility for gift, top-up, or combined wallet balances.

In exceptional emergencies, contact support promptly, explain what happened, and provide only the information needed to review your request. See the Refund Policy as well.

The appointment is recorded as a no-show, and the amount paid is not refunded because the care provider's time was reserved for your booking.

You are considered a no-show if you do not join the session, arrive at least ten minutes late without notice or agreement, or let the appointment pass without canceling or rescheduling it. If you cannot attend, cancel or reschedule at least six hours in advance. In an emergency, contact support as soon as you can and ask for your case to be reviewed.

Open Upcoming Appointments, select the appointment, open the More menu, and choose Reschedule. Select a new time from the available slots and send the request for your care provider's approval.

You may reschedule an appointment once, at least six hours before it starts, and only with the same care provider. If the proposed time does not work for the provider, you can agree on another available time. To switch to a different care provider, cancel the appointment in line with the policy and make a new booking.

Your payment remains attached to the appointment after its time changes, so you do not need to pay again. The pre-session chat opens 24 hours before the new appointment time.

You may reschedule an appointment once, provided that you submit the request at least six hours before the original appointment and the care provider accepts the new time.

If you have already used your one rescheduling opportunity and need another change, you can cancel within the permitted window and book again, or contact support if you have exceptional circumstances. For packages, changing one session does not automatically change the remaining appointments.

No. The rescheduling option closes when the original appointment time begins. If you join within the first ten minutes, the session may proceed for the time remaining and will not be extended beyond its scheduled end. Once you have been marked as a no-show, you will need to book and pay for a new session.

If circumstances beyond your control prevented you from joining, contact support immediately and ask for the case to be reviewed. Do not make another paid booking until you know the outcome of the first appointment.

If you are less than ten minutes late, join immediately. The session will begin with the time remaining and will not automatically run beyond its original end time.

If you are at least ten minutes late, the care provider may proceed with the time remaining, cancel the session, or suggest rescheduling it. Send a message in the appointment chat as soon as you know you will be late, but note that the message alone does not change the booking status or extend the session.

If your care provider is at least ten minutes late, a Cancel Session option will appear on the appointment card. Selecting it cancels the appointment and returns the full amount to your Tatmeen Wallet. Alternatively, you may agree with the provider to wait or reschedule.

If the option does not appear or the transaction status does not update, contact support with the appointment number and the time you tried to join. Punctuality forms part of the care provider's evaluation, and repeated lateness or absence may lead to administrative action, so report the issue to support and leave an honest review of your experience.

Yes. If the care provider does not attend or is at least ten minutes late, you may cancel the session and receive a full refund to your Tatmeen Wallet with no deduction. You can use the balance to book a new appointment with the same provider or someone else.

If you would prefer the money returned to the original payment method instead of your wallet, submit a request to support for the eligible transaction. The refund is returned to that payment method after the request is reviewed and approved; the time it takes to appear depends on the payment provider and your bank.

If your care provider cannot attend and proposes a replacement, you will receive a notification at least six hours before the appointment explaining the reason for the change, the replacement provider's name, and any difference in specialty or price. Tatmeen will seek to suggest a provider with a similar specialty and language, but neither your appointment nor your file will be transferred without your consent.

You may review the replacement provider's name, specialty, appointment time, and price and then accept, or decline and receive a full refund to your Tatmeen Wallet, or reschedule with the original provider. If the provider transfers appointments that are part of a package, all appointments in that package are canceled and the full package amount is returned to your Tatmeen Wallet. You can then create a new package with the replacement or another care provider.