Booking, Cancellation, Refund & Service Policy

Last updated 26 February 2026

This policy governs the use of the Dr. Sunny App Platform (“Platform”), which enables customers to book on-demand and scheduled healthcare services provided by Dr. Sunny Home Health Care professionals (“Service Providers”).

By making a booking through the Dr. Sunny App, you agree to the terms outlined below.

1. Definitions

• Platform: The Dr. Sunny Mobile Application.
• Client / You: Any individual booking a service.
• Service Provider (SP): Doctor, Nurses, or healthcare professionals assigned to deliver the service.
• Appointment: A confirmed booking made via the Platform.
• Book Now: Immediate/on-demand service request.
• Book Later: Scheduled service request.
• ETA: Estimated Time of Arrival
• OTP: One-Time Password used to verify service start.
• No-Show: Failure of the customer to be available or complete verification.
• Service Start Time: Time when OTP is verified and service officially begins.

2. Booking Types

2.1 Book Now (On-Demand Services)

Book Now is intended for urgent or immediate healthcare needs.

Assignment

• Once a Service Provider is assigned, preparation and travel begin immediately.

Cancellation Rules

• Within 5 minutes of booking (before significant SP movement):
  • Cancellation allowed.
  • Payment gateway and transaction charges may apply.
• After 5 minutes OR once SP is enroute:
  • Cancellation fees apply.
    
• After SP arrives at the customer location:
  • Full-service charges apply.
  • No refund will be issued.

This mirrors ride-hailing models where provider time and availability are reserved immediately.

2.2 Book Later (Scheduled Services)

Book Later is designed for planned healthcare appointments.

Cancellation Rules

• More than 24 hours before scheduled start time:
  • Free cancellation.
  • Full refund issued.
• Less than 24 hours before scheduled start time:
  • Full service charges apply.
  • No refund or credit.

2.3 Online Doctor Consultation

This option applies to scheduled virtual consultations with healthcare professionals.

Session Attendance:

• Healthcare professionals will wait up to 5 minutes beyond the scheduled start time for participants to join.
• If the participant fails to join within this timeframe, the session will be considered missed, and the consultation fee will not be refunded.

Purpose:

• This policy ensures professional time is respected, maintains appointment efficiency, and supports consistent service delivery.

3. OTP & Service Commencement

• OTP verification is mandatory to start any service.
• The service is considered not started until OTP is successfully entered.
• Failure to provide OTP within the waiting window may result in:
  • Appointment cancellation,
  • Charges applied,
  • Account review for repeated occurrences.

4. Waiting Time & No-Show Policy

4.1 Waiting Period

• Upon arrival, the Service Provider will wait:
  • 5–10 minutes (as defined by service type).
• Attempts will be made to contact the customer.

4.2 No-Show Conditions

A booking is classified as a No-Show if:

• The customer is unavailable,
• OTP is not provided,
• The customer does not respond,
• The location is inaccessible or incorrect.

4.3 Charges

• Full service charges apply.
• No refund or credit will be provided.

5. Customer Responsibilities

Customers must:

• Provide accurate address and contact details,
• Ensure access to premises (security, gate codes, parking),
• Be present and available at the scheduled time,
• Cooperate with OTP verification and service delivery.

Failure to meet these responsibilities may result in:

• Cancellation without refund,
• Full charges applied.

6. Service Disruptions

6.1 When Dr. Sunny App or Service Provider is responsible for disruption

Examples:

• Provider fails to arrive,
• Provider cancels without valid reason,
• Technical platform failure.

Resolution Options (at our discretion):

• Full refund, or
• Non-transferable in-app credit, or
• Free rescheduling.

6.2 When Client is responsible for disruption

Examples:

• Late arrival,
• Incorrect location,
• Refusal of service,
• OTP non-compliance.

Outcome:

• No refund or credit.
• Full service charges apply.

7. Partial Services

If a service is terminated early:

• Due to customer request or behavior → No refund.
• Due to provider or platform fault → Pro-rated refund or credit may apply.

8. Pricing, Charges & Adjustments

• Prices shown at booking include service, travel, and platform fees.
• Charges may be adjusted if:
  • Waiting time exceeds limits,
  • Additional services are requested,
  • Location or service scope changes.

9. Refund Processing

• Refunds (where applicable) are processed to the original payment method.
• Processing time:
  • 7–15 working days, depending on bank/payment provider.
• Transaction fees are non-refundable unless required by law.

10. Abuse, Fraud & Misuse

Dr. Sunny App reserves the right to:

• Monitor booking patterns,
• Investigate suspicious activity,
• Limit cancellations or OTP attempts,
• Suspend or permanently disable accounts.

Examples include:

• Repeated cancellations,
• OTP misuse,
• False complaints,
• Provider harassment.

11. Right to Terminate or Restrict Access

We may suspend or terminate access if:

• Payments fail or are disputed fraudulently,
• Policy violations occur,
• Legal or regulatory requirements demand it.

Any outstanding charges remain payable.

12. Complaints & Dispute Resolution

• Complaints must be submitted via the app or official support channels.
• Each case is reviewed objectively with audit logs, GPS, timestamps, and OTP records.
• Decisions made by Dr. Sunny App are final unless otherwise required by law.

13. Policy Updates

Dr. Sunny App reserves the right to modify this policy at any time.
Updated policies will be published in the app and become effective immediately.

14. Governing Law

This policy is governed by the laws of the United Arab Emirates.