Refund Policy

Sahl Health Inc. Privacy Statement

In this Refund & Cancellation Policy, "Sahl Health or "we" refers to Sahl Health, Inc.

Acceptable Payments Methods

  1. Mpesa
  2. Airtel
  3. Equity
  4. Pesa Link
  5. VISA / Master Card
  6. UnionPay
  7. mVisa

Price and payment

  1. All our products are priced in Kenyan Shillings and are inclusive of taxes (where applicable) at the applicable current rates, but do not include delivery charges.
  2. All our prices are accurate to the best of our ability. However, where there exists and inaccuracy, We shall promptly inform You (Client) to either reconfirm the order or cancel the order. In such cases, We are not responsible for any typographical errors or other errors and We reserve the right to cancel the sale.

Cancellation

Where a service booked and paid for is canceled by You, You may request for a refund:

  • Within 6 hours from time of booking and payment confirmation where a refund of 80% shall be made less transactional and system administration charges.
  • Within 12 hours from time of booking and payment confirmation where a refund of 50% shall be made less transactional and system administration charges.
  • Where a refund has not been requested after 12 hours from time of booking and payment confirmation, You shall be deemed to have forfeited the full amount.

Where a service booked and paid for is canceled by our partner facilities:

  • A full refund shall be made to You less transactional and system administration charges.

We reserve the right to cancel a transaction where:

  • Delivery of the service might contravene or break the law.
  • We cannot deliver the service for a specified period of time.
  • Payment is not received on time.
  • The terms and conditions of the Site are not observed by You or the service provider.
  • In such instances, We shall refund You the full amount paid.

You are responsible for reporting any healthcare provider or partner facility that acts in contravention of any applicable laws. We shall thereafter conduct investigations into the claim and should We find the claims to be true, You shall have the option to book an appointment with another healthcare provider or partner facility.
You understand that We have the right to cancel any transaction between yourself and the healthcare provider or pharmacists where We determine Your engagement is not related to the services provided in the Site. You are entitled to cancel any paid consultation or order for the products in the Site where twenty four (24) hours have passed before You receive a response from the Site. In such a case, You are entitled to a complete refund.
You understand that a healthcare provider or partner facility may cancel the Service being provided should You act in any manner that is considered unlawful, infringing, harmful, harassing, defamatory, threatening, hateful or otherwise objectionable.

Return and Exchanges

Our products may only be returned for the following reasons:

  • the ordered product is lost or damaged during transit
  • You received a defective item;
You shall have forty eight (36) hours to return or request for an exchange of the products purchased from the date you received it. We shall only accept a return of our products if:
  • The product needs to have the receipt or proof of purchase.
  • The products must be unused and in the same condition that You received it.
  • The product must be in the original packaging.
After receiving your return and inspecting the condition of the product, we will process Your return or exchange within seven (7) working days from the date of receipt of the product.
We shall not accept a return if:
  • Our products are not in the original packaging.
  • The return is as a result of Your change of mind or picking the wrong product
  • Thirty-six hours have passed since the time You received the product
For a request for a return, please see our refund clause on the procedure to follow

Refunds

We reserve the right to conduct investigations on all refund requests and determine if such a request is merited. Our decision shall be binding and final.
For a refund to be effected:

  • You must initiate a request for a refund online.
  • Transaction must have been completed and paid in full..
  • You must have the original order number & payment details.
  • Received refund requests shall be processed within 7 working days.
Refunds will only occur where:
  • The service booked and paid for is not delivered.
  • The service booked and paid for is canceled by the You or partner facility or Sahl for the reasons specified in this Policy.
  • If a service booked and paid for is not delivered; full amount less transactional charges, administration and platform charges shall be refunded.
For any questions or queries regarding our payment methods, refunds and cancellations, please contact us at: support@sahlhealth.com