Refund & Cancellation Policy

1. Medical Visit Fees (Paid Directly to Providers)

Home visit fees are paid by the patient directly to the healthcare provider during the visit. Code Blue does not collect, hold, or process these payments, and cannot directly refund amounts paid to a provider.

If you have a concern about a visit fee, you may raise it with the provider or contact Code Blue support for assistance in resolving the matter with the provider.

2. Cancellation of Service Requests

Patients may cancel a service request at any time. The following arrangements apply:

• •Before a provider accepts the request: the patient may cancel without any obligation.
• •After a provider accepts but before the visit begins: the patient may cancel the request. Any visit fee arrangement is between the patient and the provider.
• •After the visit has begun or been completed: cancellation is not applicable, and the visit fee is owed to the provider.

3. Provider Cancellations and Failure to Attend

If a provider cancels a request after accepting it, or fails to attend the visit, the patient is not charged a visit fee by that provider through the platform. The patient may submit a new request to find another available provider.

4. Provider Subscriptions (Collected by Code Blue)

Monthly subscription fees for nurses and physiotherapists are collected by Code Blue through Paymob. The following arrangements apply:

• •Subscription cancellation: a provider may cancel their subscription at any time through the app or by contacting support.
• •Renewal: subscriptions are billed monthly. If you cancel, your subscription remains active until the end of the current billing period.
• •Refund eligibility: subscription fees may be eligible for refund if cancelled before the billing period begins or in cases of duplicate or erroneous charges.
• •Code Blue cannot refund amounts for partial billing periods already used.

5. Doctors' Commission Payments (Collected by Code Blue)

Doctors' monthly commission invoices are collected by Code Blue through Paymob. The following arrangements apply:

• •If you believe a commission charge is incorrect or disputed, contact Code Blue support with the invoice details.
• •Code Blue will review the dispute and, if an error is confirmed, issue a correction or refund through Paymob.
• •Commission charges are based on completed visits recorded on the platform.

6. Duplicate, Erroneous, or Overcharged Payments

If you were charged more than once for the same subscription or commission, or were charged an incorrect amount, contact Code Blue support with the transaction details. Code Blue will review the matter and, where appropriate, process a refund through Paymob.

7. How to Request a Refund

To request a refund for a subscription or commission payment collected by Code Blue, please contact us with the following details:

• •Your full name and account email.
• •The transaction date and amount.
• •The Paymob transaction reference, if available.
• •A brief description of the reason for the refund request.

8. Refund Processing

Approved refunds for subscriptions and commissions are processed through Paymob. The timing of the refund depends on Paymob's processing times and your payment method. Code Blue will confirm the refund status once it has been initiated.

9. Consumer Rights

Nothing in this policy limits any consumer rights you may have under applicable Egyptian law. If you have a concern about a payment, please contact us and we will work with you to resolve it.