Modawa Refund Policy
1. Full Refund Eligibility
The client is entitled to a full refund of the session fee only in the following cases:
- Early Cancellation: If the client cancels the session at least 24 hours before the scheduled appointment.
- Consultant No-Show: If the mental health professional fails to attend the session at the agreed time without prior notice.
- Platform Technical Failure: If a technical issue with the website or the platform’s communication system prevents the session from taking place, and the support team is unable to resolve the issue within the first 15 minutes of the scheduled session.
2. Non-Refundable Cases
The client is not entitled to a refund under the following circumstances:
- Late Cancellation: If the session is cancelled or rescheduled less than 24 hours before the scheduled appointment.
- Client No-Show or Excessive Lateness: If the client does not attend the session or arrives more than halfway through the scheduled session duration, the session will be considered cancelled and no refund will be issued.
- Client Technical Issues: If the technical issue is caused by the client’s internet connection, device, or local setup.
- Dissatisfaction with the Session Outcome: Psychological consultation is based on mutual participation. Therefore, dissatisfaction with the consultant’s recommendations or the course of the session does not qualify for a refund, provided the consultant attended and delivered the service.
3. Refund Processing
Refund Method
Approved refunds will be automatically credited to the original payment method used during the purchase (Credit Card, Debit Card, or Smart Wallet). Refunds cannot be transferred to a different payment method.
Processing Time
Refunds are typically processed within 7–14 business days, depending on the policies of the issuing bank and the electronic payment gateway operating within the Arab Republic of Egypt.
Wallet Credit (Optional)
Clients may choose to receive the approved refund as Modawa Wallet Credit, allowing them to immediately book another session without waiting for the bank refund to be completed.
4. Contacting Support
For any financial inquiries or refund requests, please contact our support team at:
Please include:
- Your booking ID.
- Your payment receipt.