Refund Policy

You are entitled to a full refund in the following cases:

1. You cancel the appointment at least six hours before it starts.
2. The care provider is ten minutes late or does not attend and you select Cancel Session.
3. The care provider cancels the appointment.
4. A problem on Tatmeen's side prevents the session from being completed, after the case is reviewed.
5. A replacement care provider is proposed and you do not agree to the transfer.

The amount is credited to your Tatmeen Wallet by default and can be used for a new booking. For an eligible transaction, you may ask for it to be returned to the original payment method; this is processed after the request is reviewed and approved.

An appointment is not refundable if you do not attend without canceling, cancel within the final six hours, or complete the session but do not feel that the care provider's approach suited you. Packages and gifts also have separate terms and are not treated as individual appointments.

If an accident or medical emergency prevented you from canceling on time, contact support as soon as you can and provide supporting evidence if needed. Exceptional circumstances are reviewed individually and may result in a partial or full refund.

If the care provider cancels the appointment, the full amount is returned to your Tatmeen Wallet. You can keep the balance, reschedule with the same provider, or book with someone else.

If the provider is ten minutes late or does not attend, a Cancel Session button appears. Using it returns the full amount to your wallet. If the provider proposes a replacement, you can accept the transfer or decline it and receive a refund.

If the care provider cancels a session package or initiates the transfer of its appointments, the package appointments are canceled and the full package amount is returned to your Tatmeen Wallet. You can then book a new package with the same provider or someone else.

If a problem on Tatmeen's side prevents you from joining or completing the session, you are entitled to reschedule at no extra cost or receive a full refund to your Tatmeen Wallet after the system record is reviewed.

Try joining again and notify your care provider, then contact support with the appointment number, the time of the problem, and any error message you saw. Covered issues include a fault in the app, audio or video service, payment system, or wallet when the source is the platform. A loss of internet service or a device problem on your side is not automatically treated as a Tatmeen technical issue.

A package is not refundable after purchase, and unused sessions cannot be exchanged for cash because you changed your mind or stopped treatment. The exception is when the care provider cancels the package or cannot continue it; in that case, the full amount is returned to your Tatmeen Wallet.

Before buying a package of two, four, or eight sessions, make sure the provider, your schedule, and your ability to use the sessions are a good fit. If you are unsure, start with an individual session and buy a package after your first experience.

Standard refunds are credited automatically to your Tatmeen Wallet when:

• You cancel the appointment at least six hours in advance.
• You cancel the session after the care provider is ten minutes late.
• The care provider cancels the appointment.

Contact support to request a review of an emergency, a technical problem, or the return of an eligible transaction to its original payment source. Send the appointment or transaction number, the reason, the time of the incident, and any necessary document, without sharing your full card number or verification code. Continue following the request through the same support channel until the outcome appears in the transaction record.

Eligible refunds go to your Tatmeen Wallet by default and become available for a new booking once the transaction is confirmed.

You may ask for the amount of an eligible transaction to be returned to the original method used to pay, such as a card, Apple Pay, an installment provider, or a points program. Returning money to the source requires a request, review, and approval. It does not allow you to withdraw combined balances from gifts, top-ups, or older wallet credits.

If a transaction was paid from more than one source, each portion is settled according to its source and the transaction record.

A refund to your Tatmeen Wallet appears as soon as the transaction is completed and can be used immediately.

Refund times for a card, Apple Pay, an installment provider, or a points program depend on the relevant financial institution and bank. Once Tatmeen confirms that the amount has been sent, keep the reference number and contact the payment provider if processing exceeds the timeframe it specifies.

No. Gift balance cannot be refunded in cash to either the sender's or the recipient's card, and a gift cannot be canceled after it has been added to the recipient's wallet. The balance remains available for use within Tatmeen.

Check the mobile number and amount before sending a gift, as the transaction is final once successful. The recipient can keep the balance until they need it or use it for an available service in their account.