Refund Policy

This guarantee exists because we vet every professional carefully — and we want you to feel zero risk when trying RehabNow for the first time. If the therapist was a poor fit, we will also assign you a different professional at no extra cost.

The first-session guarantee applies to the first session with any given therapist. It does not apply to repeat sessions with the same therapist, or to cases where the patient provided inaccurate medical information that materially affected treatment.

When you book a session, a therapist reserves that time exclusively for you. Late cancellations affect their livelihood, which is why our policy scales with notice given:

To cancel a booking, message us on WhatsApp or email info@rehabnow.pk with your booking reference number. You can also cancel from the booking confirmation message we send you on WhatsApp.

Monthly care packages (e.g. Elderly Care, Post-Surgical Rehab) are billed per cycle. The following refund rules apply:

Package auto-renewals can be cancelled at least 7 days before the renewal date for a full refund of the upcoming cycle. Cancellations within 7 days of renewal will not be refunded for the renewed cycle if it has already been charged.

Once a refund is approved, processing times vary by payment method:

If you have not received your refund after the stated processing window, please contact us — sometimes banks hold the funds on their end and we can provide the transaction reference to help you trace it.

There are two ways to request a refund — both are fast:

Refunds will not be issued in the following circumstances:

• Patient no-shows where no advance cancellation was made
• Sessions where the patient was dissatisfied due to information they provided being inaccurate or withheld
• Sessions completed in full with no complaint raised within 24 hours
• Packages where 80% or more of sessions have been delivered
• Requests made more than 7 days after the session date (except for billing errors)
• Chargeback or payment dispute initiated without first contacting RehabNow

If you believe an exception applies to your situation, please contact us — we review all cases individually and always aim to be fair.

Stripe (international card payments)

Refunds are processed via Stripe back to your original card. If your card was charged in a currency other than PKR (e.g. GBP, EUR, AED, USD), the refund will be issued in PKR at the same exchange rate used at the time of the original transaction, as per Stripe's policy. Any currency conversion fees charged by your bank are outside RehabNow's control.

JazzCash

JazzCash refunds are returned to the original wallet or mobile number used at payment. If the JazzCash account is no longer active, please provide an alternative JazzCash number or bank account when submitting your refund request.

Cash payments

For sessions paid in cash directly to the therapist, refunds are processed as a bank transfer or JazzCash transfer from RehabNow. Please provide your bank account details (IBAN) or JazzCash number when submitting the request.

For all refund-related enquiries:

See also: Booking & Cancellation Policy in our Terms of Service, and our Privacy Policy.