Shaheen TeleHealth Financial Settlement Protocol
01 Client Cancellation Refund Schedule
To ensure fairness to both patients and consulting specialists who reserve dedicated clinical time, consultation refunds are processed automatically based on cancellation notice:
02 Specialist No-Show & Reschedule Guarantee
If a consulting doctor or specialist fails to attend a confirmed appointment or cancels on their end, the patient is entitled to an immediate 100% refund credited to their wallet balance, or an instant free 1-click rebooking with another top-rated specialist of identical credentialing.
03 Technical Disconnections & Call Failures
In rare situations where platform video infrastructure, connectivity, or hardware errors prevent a consultation from lasting at least 5 minutes, our automated session audit tool triggers a complimentary consultation token or full refund review within 2 hours.
04 Third-Party Partner & Lab Refunds
Diagnostic test bookings, hospital OPD vouchers, and medicine deliveries dispatched through partner clinics and pharmacies are eligible for cancellation until dispatch. Once lab samples are collected or rider delivery is on route, refund eligibility is governed by the specific partner facility's operational guidelines.
Escrow Disputes & Payout Inquiries
For wallet withdrawal questions, dispute resolutions, or escrow reconciliation, contact our finance cell at finance@unexplores.com.