Legal

Cancellation & Refund Policy

Last Updated: August 2026

This Cancellation & Refund Policy explains the general conditions that apply when a patient books or purchases a service from KACH IV HOME HEALTH SERVICES LLC.

KACH IV provides home healthcare services in Dubai, United Arab Emirates.

DHA License No.: 5523569

Our aim is to maintain a cancellation policy that is fair to patients while recognising that home healthcare professionals travel to the patient's location and resources may be prepared specifically for an appointment.

1. Appointment Confirmation

Submitting a request through the website, telephone, WhatsApp, social media or another communication channel does not automatically constitute a confirmed appointment.

An appointment is considered confirmed once KACH IV has confirmed the requested service, appointment details and availability.

2. Cancellation Before Dispatch

If you need to cancel or reschedule your appointment, please contact KACH IV as early as possible.

Where an appointment is cancelled before the healthcare professional has been dispatched, KACH IV will generally allow the appointment to be cancelled or rescheduled without a home-visit cancellation charge, unless:

Specially ordered products have already been prepared or purchased specifically for the patient
Laboratory processing has already begun
A non-refundable third-party charge has already been incurred
A different cancellation condition was clearly communicated and agreed before booking

If advance payment was made, eligible amounts will be refunded subject to any applicable deductions described in this Policy.

3. Cancellation After Healthcare Professional Dispatch

Once a healthcare professional has already been dispatched to the patient's location, KACH IV may charge a reasonable call-out / dispatch fee to cover travel time, scheduling and resources already committed to the appointment.

Where applicable, the patient will be informed of the amount of this charge.

The remaining eligible balance of a prepaid service may be refunded.

4. Patient Not Available at Location

The patient is responsible for providing a correct location and being reasonably available at the confirmed appointment time.

If the healthcare professional arrives and cannot access or locate the patient after reasonable attempts to make contact, the appointment may be treated as a late cancellation or no-show.

A call-out or dispatch charge may apply.

5. Clinical or Safety Reasons

Patient safety takes priority over completing a booked service.

A healthcare professional may determine that a requested treatment cannot safely or appropriately proceed due to the patient's medical condition, symptoms, vital signs, medical history, contraindications or other clinical factors.

Where treatment cannot proceed for clinical or safety reasons, KACH IV will determine the applicable charge based on the services already performed or resources already used.

This may include an assessment or call-out charge where applicable.

The patient will not automatically be charged for portions of the treatment that were not supplied, except where non-refundable products, services or third-party charges have already been incurred.

6. Cancellation by KACH IV

If KACH IV is unable to provide a confirmed service due to circumstances within our control and an appropriate alternative appointment cannot be agreed, any prepaid amount for the unprovided service will be eligible for refund.

Where possible, we may first offer the patient the option to reschedule.

7. IV Therapy

IV therapy is subject to clinical assessment and medical suitability.

A booked IV therapy does not guarantee that treatment will proceed.

If the healthcare professional determines that IV therapy is contraindicated or inappropriate, treatment may be modified, postponed or declined.

Where medications, compounded preparations or other products have been specifically prepared for a patient and cannot reasonably be reused or returned, their cost may be non-refundable where permitted and where this was communicated to the patient.

8. Blood Tests and Laboratory Services

Blood test cancellation conditions depend on the stage of the service.

Before sample collection and before laboratory processing begins, eligible prepaid amounts may generally be refundable, subject to any applicable call-out or third-party charges.

Once a sample has been collected, processed or submitted to the laboratory, charges relating to the completed collection and laboratory testing are generally non-refundable.

If a sample must be repeated due to a collection, handling or laboratory issue attributable to the service provider, KACH IV will review the case and arrange an appropriate resolution.

9. Doctor or Healthcare Professional Consultations

Once a consultation has taken place, the consultation fee is generally non-refundable because the professional healthcare service has already been provided.

Cancellation before the consultation is subject to the general cancellation conditions described above.

10. Promotional Offers

Discounted, promotional or complimentary services may be subject to additional terms.

Promotional discounts generally have no independent cash value and cannot be exchanged for cash.

Where a paid service is refunded, any promotional component may be deducted or cancelled as appropriate.

11. Packages and Prepaid Services

Where KACH IV offers prepaid packages or multiple-session services, any specific validity period and refund conditions will be communicated before purchase.

Used portions of a package are not refundable.

Any refund for an unused eligible balance may take into account services already provided and applicable non-refundable costs.

12. Refund Method

Approved refunds will normally be made to the original payment method where reasonably possible.

Where this is not possible, KACH IV may request appropriate payment details to process the refund through another authorised method.

13. Refund Processing Time

Once a refund has been approved by KACH IV, processing times may vary depending on the bank, card provider, payment gateway or other payment method used.

KACH IV will initiate approved refunds within a reasonable period.

The time required for the amount to appear in the patient's account may be controlled by the patient's bank or payment provider.

14. Third-Party Fees

Where an external provider has already charged a non-refundable fee in connection with the requested service, that fee may be deducted from any refund where permitted.

Examples may include laboratory charges, payment-processing charges where legally applicable, or products specifically ordered or prepared for the patient.