Refund Policy

At Key Health Hub Ltd ("Doktorly"), we strive to provide excellent service and customer satisfaction. This Refund Policy outlines the circumstances under which refunds may be issued for our health concierge services. Please read this policy carefully before booking.

Effective Date: January 2026
Last Updated: January 10, 2026

1. Refund Eligibility Timeline

2. Service Non-Delivery

If we are unable to provide the service you booked due to circumstances within our control (such as inability to coordinate sample collection or medical partner unavailability), you are entitled to a full refund regardless of timing.

Examples include:

• Medical partner unable to reach your hotel or location
• Laboratory capacity issues preventing sample processing
• Technical platform failures preventing service delivery
• Medical staff unavailability without advance notice

3. Post-Collection Refunds

Once blood sample collection has been completed, refunds are not available except in the following specific circumstances:

• Laboratory Processing Failure: If samples are lost, contaminated, or cannot be processed due to laboratory error (not due to sample quality issues)
• Results Not Delivered: If we fail to deliver your test results within 14 days of sample collection without valid reason
• Wrong Tests Performed: If the laboratory performs tests different from what you paid for
• Gross Negligence: In cases of demonstrable gross negligence by our medical partners during sample collection

Refunds for post-collection issues will be evaluated on a case-by-case basis and may be partial or full depending on the circumstances.

4. Rescheduling (Alternative to Refund)

We encourage rescheduling rather than cancellation. You may reschedule your appointment free of charge under the following conditions:

• Rescheduling request made at least 24 hours before your original appointment
• New appointment scheduled within your stay in Sharm El Sheikh
• Availability of medical partners at your preferred new time
• Only one free rescheduling per booking (subsequent changes may incur fees)

5. Force Majeure and Unforeseen Circumstances

In cases of force majeure or unforeseen circumstances beyond anyone's control, refund policies may be adjusted:

Events Beyond Our Control:

• Natural disasters, extreme weather, or environmental emergencies
• Political unrest, civil disturbances, or government restrictions
• Pandemics or public health emergencies
• Travel restrictions preventing sample collection

In such cases, we will work with you to either reschedule your service or provide a refund voucher valid for 12 months that can be used for future services.

6. Medical Contraindications

If, upon arrival for sample collection, the medical professional determines that you have a medical contraindication that makes the procedure unsafe (such as severe bleeding disorders, extremely low blood pressure, or acute illness), you will receive a full refund.

However, if you failed to disclose known contraindications during booking, refund eligibility will be evaluated on a case-by-case basis.

7. Dissatisfaction with Results

We do not provide refunds based on:

• Dissatisfaction with your laboratory test results (e.g., unfavorable biomarker values)
• Disappointment with medical recommendations or interpretations
• Results that do not meet your expectations or desired outcomes
• Disagreement with supplement recommendations

Laboratory results reflect your actual health status at the time of testing. We provide accurate testing and professional interpretation, but we cannot control or guarantee specific test outcomes.

8. Package Upgrades and Downgrades

Upgrades:

You may upgrade your package (Standard → Premium → Advanced) at any time before sample collection by paying the difference. No refunds are provided if you wish to downgrade after payment.

Downgrades:

Package downgrades are not permitted after payment has been processed. Please choose your package carefully during booking.

9. Supplement Refunds

Supplements recommended and purchased through our platform are subject to separate refund terms:

• Unopened Products: Full refund if returned within 30 days of delivery (customer pays return shipping)
• Opened Products: No refunds, except in cases of manufacturing defects or damage during shipping
• Adverse Reactions: Evaluated case-by-case; medical documentation may be required

10. Refund Processing

How Refunds Are Processed:

• All refunds are processed through the original payment method (PayPal)
• Refunds typically appear within 5-7 business days after approval
• PayPal processing fees are non-refundable (typically 2-3% of transaction)
• You will receive email confirmation once your refund has been processed
• Currency conversion fees (if applicable) are the responsibility of the customer

11. How to Request a Refund

To request a refund, please follow these steps:

12. Disputes and Appeals

If your refund request is denied and you wish to appeal:

• Submit a written appeal to support@doktorly.com within 14 days of the denial
• Provide additional evidence or documentation supporting your claim
• Appeals are reviewed by senior management within 7 business days
• The appeal decision is final

You may also file a dispute through PayPal's resolution center if you believe you are entitled to a refund under PayPal's Buyer Protection policies.

13. Exceptions and Special Cases

Key Health Hub Ltd reserves the right to make exceptions to this refund policy on a case-by-case basis in circumstances of genuine hardship, medical emergencies, or extraordinary situations. Such exceptions are at our sole discretion.

14. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Your continued use of our services after changes constitutes acceptance of the updated policy.

15. Contact Information

For refund requests or questions about this policy, please contact:

Last updated: January 10, 2026