Cancellation and refund policy

01Scope

This policy applies to fees for in-person and remote consultations and for tests paid through the Geneo Clinic website or at the clinic.

02Cancellation or rescheduling by you

• 24 hours or more before the appointment: full refund, or a free change of appointment.
• Less than 24 hours before: you may reschedule once free of charge, or receive a 50% refund.
• No-show without notice: the fee is not refunded, and you may book a new appointment.
• For remote consultations, being more than 15 minutes late without notice counts as a no-show.

03Cancellation by the clinic or a failed session

• If the clinic cancels or the doctor cannot attend, you choose a new appointment or a full refund.
• If a remote session is cut off for reasons on our side before it is complete, we reschedule it free of charge or refund it in full.
• If, at the start of the session, the doctor finds the case unsuitable for remote consultation and needs an in-person visit, the fee is credited to that visit.

04Laboratory and genetic tests

• Before the sample is taken or sent to the laboratory: full refund of the test fee.
• After the sample is taken or analysis has started: the test fee is not refundable, because its cost is incurred once work begins.
• If the analysis fails for laboratory reasons, we retake the sample free of charge or refund the amount.

05How to cancel or request a refund

Contact us with your request reference number by WhatsApp, phone, or at info@geneoclinic.sa. The cancellation time is when your notice reaches us.

06Refund timing and method

• The amount is returned to the same payment method (card, mada or wallet) through MyFatoorah, or in cash if you paid cash at the clinic.
• We process an approved refund within 3 working days; it may take up to 14 working days to appear in your account depending on your bank.
• The status “Refunded” appears on the request tracking page and in “My account”.