Refund & Cancellation Policy

Last Updated: September 10, 2026

Overview

This policy explains the terms under which appointment cancellations, rescheduling, and refunds for online payments made through PayFast on Sarmad Hospital's website are handled. We aim to keep this process simple and fair for all our patients.

Appointment Cancellation

Patients may cancel a booked appointment free of charge up to 6 hours before the scheduled appointment time. Cancellations can be made by calling our helpline or through the "My Appointments" section of your account, if applicable.

Rescheduling

Appointments can be rescheduled free of charge up to once, subject to doctor availability, by contacting our reception or helpline at least 3 hours before the original appointment time. Rescheduling requests made after this window may be treated as a new booking.

Refund Eligibility

Refunds for online payments made via PayFast are applicable in the following cases:

• The appointment was cancelled by the hospital due to doctor unavailability
• A duplicate payment was made for the same appointment due to a technical error
• The patient cancelled the appointment within the allowed cancellation window

Refunds are not applicable for missed appointments (no-shows), late cancellations outside the allowed window, or after the consultation/service has already been availed.

Refund Process & Timeline

Approved refunds are processed back to the original payment method through PayFast within 7–10 working days, depending on your bank's processing time. To request a refund, please contact our billing department with your transaction ID and appointment details.

Advance Payments & Deposits

For certain procedures or admissions requiring an advance deposit, refund of the unused portion will be processed after adjustment of applicable hospital charges, as per the final settlement of your bill at discharge.

No-show Appointments

If a patient fails to attend a confirmed, paid appointment without prior cancellation, the consultation fee will not be refunded.

Emergency Situations

In case of medical emergencies preventing a patient from attending their appointment, please inform our helpline as soon as possible. Such cases will be reviewed individually and may be eligible for a full refund or free rescheduling at the hospital's discretion.

Contact for Refunds

To request a refund or discuss a cancellation, please contact:

Sarmad Hospital — Billing Department
Email: billing@sarmadhospital.com
Phone: +92-544 272 6141