Refund policy

Audio and Video Sessions Refund Policy

1. If an audio or video session is cancelled by the client more than twenty-four hours before its scheduled time, the client is entitled to a full refund.
2. If an audio or video session is cancelled by the client up to three hours before the session time, the client is entitled to a 50% refund.
3. If an audio or video session is cancelled by the client within three hours of the session, the client is not entitled to a refund.
4. Refunded amounts are added to the client’s Esaal Wallet and may be used for future bookings.
5. If the client wishes to reclaim the funds in cash, the process depends on the original payment method.
6. For credit-card payments, the amount is refunded to the same card within 5 to 10 business days.
7. For Fawry payments, the amount can be refunded at a Fawry outlet using the refund code sent by SMS.
8. For Vodafone Cash payments, no cash refund is available; the amount is returned to the Esaal Wallet only.
9. A session may be rescheduled up to twice per month by contacting customer service to arrange another appointment with the expert.

Package cancellation policy

1. Once a package with a specific doctor has been selected and one or more sessions have been completed, the assigned doctor cannot be changed.
2. After selecting a package and booking the first session, pending sessions may be scheduled at any available time.
3. A selected package cannot be cancelled, but its sessions may be rescheduled until the package is completed.