Terms & Conditions for Online Payments

Introduction

These terms and conditions apply to the customer who avails any of the services offered by Sahulat Sehat through any of its platforms (web, app and/or call center) by making a payment to SahulatSehat.com ("Sahulat Sehat"). Kindly read these terms and conditions carefully. By authorizing a payment to Sahulat Sehat through the online payment service (the "Service"), it will be treated as a deemed acceptance of these terms and conditions. Sahulat Sehat reserves the right to amend these terms and conditions at any time without prior notice. It is the responsibility of the customer to read the terms and conditions before using the Service.

Key terms

• Payment(s) through this Service may be made with a Credit card, Debit card, Mobile wallets, Net Banking, or any other digital payment methods.
• Before using this Service, the Customer is advised to inquire about any charges or fees applicable to their Credit/Debit card from their respective card service provider or bank.
• The credit/debit card information supplied at the time of using the Service is processed by the payment gateway of the Service provider and is not supplied to Sahulat Sehat. It is the sole responsibility of the Customer to ensure that the information entered is correct. We recommend retaining a copy of the transaction for record-keeping.
• The Customer acknowledges that personal data transmitted over the Internet may be vulnerable to misuse, hacking, theft, and/or fraud. Sahulat Sehat and the Payment Service Provider(s) have no control over such risks.
• The Service is provided through a payment gateway via a secure website; however, neither the payment gateway nor Sahulat Sehat guarantees absolute security. Sahulat Sehat assumes no liability for unauthorized interception or access.
• Sahulat Sehat and/or the Payment Service Providers shall not be liable for any inaccuracy, error, delay, omission, non-performance or interruption in transmission of data or messages, or for any loss or damage arising from such events.
• Under no circumstances shall Sahulat Sehat, its employees, directors, or third-party agents be liable for direct, indirect, incidental, special, or consequential damages arising from the provision or inadequacy of the Services.
• The Customer warrants that the debit/credit card details provided are correct, accurate and lawfully authorized for use.
• The Customer authorizes debit of the nominated card/bank account for the payment of selected fees and applicable charges, and must ensure sufficient funds or credit at the time of payment.

Cancellations of Prepaid Appointments

Customers can cancel prepaid appointments without charges up to 1 hour before the appointment. Refunds will be subject to bank charges and third-party deductions.

All appointment cancellations must be performed through the Sahulat Sehat app. Cancellation requests via phone or email will not be accepted.

If a Third Party Service Provider (doctor, clinic, hospital, lab, etc.) cancels or postpones an appointment, Sahulat Sehat will attempt to notify the customer. The customer may reschedule or re-book at their convenience.

Rescheduling of Prepaid Appointments

• Customers may reschedule appointments (same provider and service) until 1 hour before the appointment.
• All reschedule requests are subject to bank processing fees applied as charged.
• If the rescheduled slot has a different charge, the customer will be required to pay the difference.

Refunds

If an appointment is canceled by the Third Party Service Provider or by the patient (and eligible), the paid amount will be refunded to the Sahulat Sehat wallet.

Refunds are typically processed within 14 working days from the date the refund is initiated by us. Sahulat Sehat is not responsible for delays caused by the Payment Gateway or the issuing bank.

A refund reference number will be provided for bank follow-up. No cash refunds will be issued. Refunds are only allowed for appointments canceled more than 1 hour before the scheduled time; cancellations within 1 hour are not refundable.

No-Show Policy for Video Consultations

If a patient fails to join a scheduled video consultation while the doctor is present and waiting, no refund will be provided. This protects the doctor’s time and commitment.

No Warranty

No warranty, representation, or guarantee, express or implied, is made by Sahulat Sehat in respect of the operation of the Service.

Governing Law

These terms are governed by the laws of Pakistan and the competent courts at Lahore shall have exclusive jurisdiction.

Dispute Resolution

Any dispute will be submitted to a sole arbitrator appointed by Sahulat Sehat under the Arbitration Act, 1940. The venue of arbitration shall be Lahore.

Security

Payment details entered through the payment gateway are encrypted. Sahulat Sehat is not liable for failures by the Customer to protect data visible on their device or screen during or after the payment process.