Cancellation, Rescheduling, No-Show, Refund & Payment Policy
Valid from 29 August 2026
1. Scope and Acceptance of Policy This policy applies to all home healthcare appointments booked with HomeMed Home Healthcare, and by confirming your booking you agree to the terms below.
This applies to confirmed bookings from August 29, 2026.
Caregiver services booked under a contract or monthly package are subject to the terms of their respective service agreement, not this policy.
2. Payment
Payment of the full service fee is required to confirm the booking, and the booking is considered confirmed as soon as the payment is received.
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3. Cancel the regular home visit
This applies to visits to nursing, physiotherapy, doctor, and radiology.
• More than two hours before the appointment: No fees, full refund. • Two hours or less before the appointment: Cancellation fees apply.
Under the tax treatment applied to private healthcare services, Saudi citizens are billed without VAT, while non-Saudi beneficiaries are subject to a 15% VAT rate. The amount confirmed to you at the time of booking is the amount due.
4. Cancel the IV fluid appointment
IV nutrition appointments require medication preparation and booking of supplies specifically for your appointment, therefore a longer notice period applies.
• 24 hours or more before the appointment: No charge, and the amount is fully refunded.
• Less than 24 hours before the appointment: The full service fee is charged.
If you book an IV drip appointment less than 24 hours in advance, your booking is already within this period, and we will notify you of this before payment.
5. Rescheduling
Routine home visits
• More than two hours before the appointment: No charge.
• Two hours or less before the appointment: The cancellation fees listed in Section 3 apply.
IV nutrition schedules
• 24 hours or more before the appointment: Free of charge, to any date and time.
• Requested less than 24 hours before the appointment, to a later time on the same day, and requested more than two hours before the appointment: no charge.
• For appointments made less than 24 hours before the appointment, to a later time on the same day, and for appointments made two hours or less before the appointment: 150.00 riyals, or 172.50 riyals for non-Saudis.
• If the appointment is made less than 24 hours before the appointment, to another day: the full service fee will be charged.
When an IV drip appointment is rescheduled, the cancellation conditions of the original appointment remain in effect for the new appointment, and the rescheduling does not recalculate the 24-hour grace period.
6. The visit could not be carried out.
The full service fee will be charged if our team arrives at the address you confirmed and the visit cannot be completed, including:
• We arrived and could not reach you after three attempts to contact you, and 15 minutes had passed from the time of the appointment or from the time of our arrival, whichever is later.
• The address provided during booking is incorrect or incomplete.
• The patient is not present at the confirmed address.
• The website could not be accessed.
• Apologizing for the service after the team arrives.
• Requesting that the service be performed at a different location after the team arrives.
7. If we cancel the appointment, are late, or are unable to provide the service
You will not be charged any fees if the appointment does not take place for a reason that is due to us, including delays on our part, operational or scheduling issues, service quality feedback, cancellations by HomeMed, and clinical reasons that necessitate cancellation or postponement.
If our team is 30 minutes or more late for your appointment time, or for the end of your booked time period, and you have not agreed to a revised arrival time, you are entitled to choose a free rescheduling or a full refund.
If we notify you of the delay and you agree to the new arrival time, the appointment will proceed as agreed.
8. How to cancel or reschedule
Cancellation or rescheduling requests should be sent to our unified number 920034484, or via the official channel shown in your booking confirmation.
Service
Saudi citizens
Non-Saudis (including 15% tax)
Home visit — nursing
150.00 riyals
172.50 riyals
Home visit — physiotherapy
150.00 riyals
172.50 riyals
Home visit — doctor and nurse
350.00 riyals
402.50 riyals
Home visit — X-rays
700.00 riyals
805.00 riyals
Cancel IV fluids less than 24 hours before the scheduled appointment.
Full service value
Full service value
Rescheduling IV fluids to a later time on the same day
150.00 riyals
172.50 riyals
An order is considered valid from the time we receive it through that channel, not from the time it was sent. Orders sent through other channels may not reach us in time to avoid fees.
If your appointment is booked within a time period rather than a specific time, the beginning of that period is considered the appointment time.
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9. Refund
When a refund is due, any cancellation or failed visit fees will be deducted first, and the remaining balance will be refunded within 5 business days from the date of cancellation or failed visit.
The funds will be refunded to the original payment method whenever technically possible. The time it takes for the funds to appear in your account after processing depends on your bank or payment service provider.
10. Inquiries and objections
If you believe the fees have been applied incorrectly, please contact us at:
0112112390
We review the disputed fees, and we do not collect any fees under review until the review is completed and you are notified of the result.
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Cancellation, Rescheduling, No-Show, Refund & Payment Policy
Effective 29 August 2026
1. Scope and acceptance
This policy applies to all home healthcare appointments booked with HomeMed Home Health Care. By confirming a booking, you accept the terms below.
The policy applies to bookings confirmed on or after 29 August 2026.
Caregiver services booked under a contract or monthly package are covered by the terms of that service agreement, not by this policy.
2. How to cancel or reschedule
Send your cancellation or rescheduling request to our unified number 920034484, or through the official channel shown on your booking confirmation.
Your request takes effect from the time we receive it on that channel, not from the time it was sent. Requests sent through other channels may not reach us in time to avoid a charge.
If your appointment was booked for a time range rather than a fixed time, the start of that range is treated as your appointment time.
3. Payment
Full payment is required to confirm a booking. Your booking is confirmed once payment is received.
4 Rescheduling
Standard home visits
- More than 2 hours before your appointment: free of charge.
2 hours or less before your appointment: charged at the cancellation fee in Section 3. IV drip appointments
- 24 hours or more before your appointment: free of charge, to any date and time.
- Less than 24 hours before, moving to a later time on the same day, requested more than 2 hours before your appointment: free of charge.
- Less than 24 hours before, moving to a later time on the same day, requested 2 hours or less before your appointment: 150.00, or 172.50 for non-Saudi beneficiaries.
- Less than 24 hours before, moving to a different day: charged at the full service amount.
When an IV appointment is rescheduled, the cancellation terms of your original appointment continue to apply to the new appointment. Rescheduling does not restart the 24-hour notice period.
5. If our team cannot complete the visit
The full service amount is charged where our team travels to the address you confirmed and the visit cannot go ahead. This applies when:
- We arrive, cannot reach you after three call attempts, and 15 minutes pass from your appointment time or our arrival, whichever is later.
- The address given at booking is incorrect or incomplete.
- The patient is not at the confirmed address.
- We cannot access the property.
- The service is declining after our team has arrived.
- A different location is requested after our team has arrived.
6. If we cancel, delay, or cannot deliver
You are not charged where the appointment does not go ahead because of us. This includes delays on our side, operational or scheduling problems, service quality issues, cancellation by HomeMed, and clinical reasons requiring cancellation or postponement.
If our team is 30 minutes or more late beyond your appointment time, or beyond the end of your booked time range, and you have not accepted a revised arrival time, you may choose free rescheduling or a full refund.
If we tell you about a delay and you accept the new arrival time, the appointment goes ahead as agreed.
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7. Cancelling a standard home visit
Applies to nursing, physiotherapy, doctor and nurse, and X-ray home visits.
- More than 2 hours before your appointment: free of charge. You receive a full refund.
- 2 hours or less before your appointment: a cancellation fee applies.
Service
Saudi nationals
Non-Saudi (incl. 15% VAT)
Nurse home visit
SAR 150.00
SAR 172.50
Physiotherapy home visit
SAR 150.00
SAR 172.50
Doctor and nurse home visit
SAR 350.00
SAR 402.50
X-ray home visit
SAR 700.00
SAR 805.00
IV drip cancellation, less than 24 hours before the appointment
Full service amount
Full service amount
IV drip rescheduling to a later time on the same day
SAR 150.00
SAR 172.50
Under the applicable VAT treatment for private healthcare services, invoices for Saudi nationals are issued without VAT. For non-Saudi beneficiaries, VAT at 15% applies. The amount confirmed to you at the time of booking is the amount payable.
8. Refunds
Where a refund is due, any applicable cancellation or missed-visit charge is deducted first, and the remaining balance is entered within 5 working days of the cancellation or missed visit.
Refunds are returned to the original payment method wherever technically possible. The time for the amount to appear in your account after processing depends on your bank or payment provider.
9. Questions or disputes
If you believe a charge has been applied incorrectly, contact us on:
0112112390
We review disputed charges and will not collect a charge under review until we have completed that review and confirmed the outcome to you.