1. Scope
This policy explains the platform-wide rules. Each provider also sets its own terms for a specific service — the notice it requires, whether it charges a cancellation fee, and whether payment is taken online or at the facility. Those terms are shown on the booking screen before you confirm, and they are what applies to your appointment.
2. How a booking is made
- You choose a provider, a service, a location and a time, and tell us who the appointment is for.
- We hold the slot for a limited period, shown as a countdown, so that nobody else can take it while you finish.
- You review the full price, what it includes, and the cancellation terms.
- Immediately before confirmation we re-check the price, the slot and the provider's status, because any of them can change while you are booking.
- You confirm, and pay if the provider takes payment online.
- The appointment is confirmed once it and any required payment result are durably recorded, and you receive a booking reference.
If the hold expires before you confirm, the slot is released. If it is still free you can take it again; if not, we show you the nearest alternatives.
3. When a payment result is uncertain
4. Prices
- All prices are in Saudi riyals (SAR) and are set by the provider, not by Shefa.
- The total you see before confirming includes the service price, any discount applied, any tax due, and any platform fee where one applies. There are no charges beyond that total for the booked service.
- The price covers the booked service only. Anything the practitioner recommends during the visit — tests, procedures, medicines, follow-ups — is agreed and billed by the provider separately.
- A price shown in search or on a profile is indicative until you reach the confirmation step, where it is re-checked.
5. Paying
Where a provider accepts online payment, you are taken to a hosted payment page to pay by card or another supported method. Shefa does not see or store your card details. Where a provider accepts payment at the facility, you confirm the booking without paying and settle directly with the provider when you attend.
Two documents can follow an online payment and they are not the same thing: a payment receipt confirming the money was taken, and — where one is due — a tax invoice issued in compliance with the applicable e-invoicing rules. Both are available from your account.
6. Rescheduling
You can reschedule from your account, up to the cutoff the provider sets for that service and subject to a suitable slot being free. If the new slot has a different price, the difference — payable or refundable — is shown before you confirm the change.
7. Cancelling
You can cancel from your account. Before you confirm, we show you the policy that applies, any fee it imposes, and the exact amount you will be refunded. Cancelling within the provider's free-cancellation window means a full refund of what you paid through the platform; cancelling later may attract the fee disclosed at booking.
If the provider cancels, you are notified promptly, you are refunded in full, and we help you rebook. Where a provider proposes a material change — a different practitioner, for example — we ask for your agreement rather than making it for you.
8. Missed appointments
If you do not attend and did not cancel, the provider's no-show terms apply, which may mean no refund. If the provider does not deliver a booked appointment you attended for, you are refunded in full and we follow up with the provider. Repeated no-shows may lead us to restrict booking on an account.
9. Refunds
- Refunds are calculated by Shefa from the policy that applied when you booked, and are shown to you before you confirm a cancellation.
- A refund is returned to the original payment method. The time it takes to appear depends on your bank or card issuer.
- Where you paid at the facility, any refund is handled by the provider directly.
- Amounts under dispute or chargeback are held until the dispute is resolved, and the final outcome is recorded against the booking.
10. Discounts and promotion codes
A promotion applies only if it is valid for the provider, service, audience and period stated in its terms, and eligibility is checked again at confirmation. Codes are for personal use; using them through duplicate accounts or automated means may lead to a booking being cancelled and an account restricted. If a booking with a discount is refunded, the refund is calculated on the amount you actually paid.
11. Insurance
Where a provider lists the insurers it accepts, that list is published only after verification, and it indicates the networks the provider works with — not that your particular policy covers a particular service. Confirm coverage with the provider and your insurer before your visit. Shefa does not check eligibility, obtain authorisation, or promise that a claim will be paid.
12. Attending your appointment
Bring official identification, arrive with enough time to complete registration, and follow any preparation instructions shown with your booking. If the appointment is for a dependent, be ready to show your authority to attend for them.
13. If something goes wrong
Contact support with your booking reference. We can resend a confirmation, investigate a payment, open a case with the provider, and issue a refund the policy allows. Concerns about the quality or safety of clinical care follow a separate escalation route.
Support: support@shefa.sa