Refund Policy

This Refund Policy describes the conditions under which HeltX may issue refunds for membership fees, consultation charges, laboratory services, and product orders. Please read this policy carefully before enrolling or making a purchase.

All refund requests are evaluated individually. Eligibility depends on the type of charge, the stage of service delivery, and applicable UAE consumer-protection law.

Within 7 days of enrollment: If you have not yet attended a physician consultation or received any lab services, you may request a full refund of your membership fee within 7 calendar days of your initial payment.

After consultation or lab services: Once a physician consultation has taken place or laboratory services have been initiated, the membership fee is non-refundable, as clinical resources have been allocated and a licensed provider has reviewed your file.

Renewal charges: Renewal fees may be refunded within 48 hours of the renewal charge date if no services have been consumed in the new period. After 48 hours, renewal fees are non-refundable.

Consultation fees are non-refundable once a consultation has occurred. If a scheduled consultation is cancelled by HeltX or the assigned physician, a full refund of the consultation fee will be issued within 7 business days.

Member-initiated cancellations made with less than 24 hours notice may be charged a cancellation fee not exceeding the consultation fee amount.

Laboratory fees are non-refundable once a blood draw has been performed or a test has been processed by the laboratory. If a blood draw appointment is cancelled by HeltX or the phlebotomist, a full refund of any prepaid lab fee will be issued.

If a sample is compromised due to laboratory or collection error, HeltX will arrange a complimentary re-draw at no additional charge to the member.

Prescription and compounded medications dispensed through our partner pharmacies are generally non-refundable once dispensed or shipped, in compliance with UAE pharmacy regulations enforced by MOHAP, DHA, and DOH, which prohibit the return of dispensed medications to stock.

Exceptions may apply where: (a) the wrong product was dispensed; (b) the product arrived damaged or compromised; or (c) a dispensing error is confirmed by the partner pharmacy. In such cases, contact us within 48 hours of receipt with photographic evidence and your order reference number.

Unopened, unused supplements or non-prescription products may be returned within 14 calendar days of receipt for a refund of the product price, excluding original shipping costs. Items must be in original, sealed packaging. Return shipping costs are the responsibility of the member unless the return is due to our error.

Opened or used products are not eligible for refund unless a quality or safety defect is confirmed.

Approved refunds are processed to the original payment method within 7–14 business days. Processing times may vary depending on your card issuer or bank. HeltX is not responsible for delays caused by financial institutions.

To request a refund, email customerservice@heltx.ae with your full name, registered email address, order or membership ID, and a brief description of the reason for the request. We aim to acknowledge all refund requests within 2 business days and to reach a resolution within 7 business days.

If you disagree with a refund decision, you may escalate your request to management@heltx.ae. Nothing in this policy limits any rights you may have under applicable UAE consumer-protection law.