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Refund Policy

Last updated: May 15, 2026

30-day money-back guarantee

We offer a full 30-day money-back guarantee from the date of purchase on NAWA Health subscriptions — no reason required. Paymob can technically process card refunds for up to 180 days, but we cap our own guarantee at 30 days so the issuing bank is still likely to accept it. After 30 days, refunds are reviewed case-by-case and the final decision belongs to your bank.

For recurring subscriptions, the guarantee covers the most recent charge only — past periods that have already been consumed are not refundable. Add-ons that have already been delivered (e.g. fulfilled lab orders) are non-refundable.

Cancel vs. refund

Cancelling stops future renewals and does not return money — you can do it yourself from /clinic/billing. Refunding returns money for a past charge to the original payment method, and is requested by emailing support as described below.

How to request a refund

Email us at support@nawahealth.net and include:

  1. The receipt or order number from your billing history.
  2. The email address used at checkout.
  3. The payment method (card, wallet, instalments, kiosk).
  4. Reason for the refund (optional).

We respond within 2 business days and initiate the refund through Paymob within 5 business days of approval.

Refunds by payment method

Each payment method Paymob supports has its own settlement rules. Pick the one you used at checkout.

Credit / debit card

Visa, Mastercard, Meeza

Where the money goes
Back to the same card you paid with.
Timeline
Paymob initiates within 1–3 business days; the issuing bank then posts it to your card in 5–15 business days. Total: about 7–18 business days for cards issued in Egypt, and up to 21 business days for cards issued abroad.
Important notes
Refundable through Paymob within 180 days of the original charge — but reliability drops sharply after 90 days, and the final decision belongs to the issuing bank. After 180 days only your bank can reverse it.

Mobile wallet

Vodafone Cash, Orange Money, Etisalat Cash, We Pay

Where the money goes
Back to the wallet number used at checkout.
Timeline
Paymob initiates within 1–2 business days; the wallet operator posts the credit in 2–12 business days. Total: about 3–14 business days, depending on the operator.
Important notes
Some operators only accept refunds to active wallets — make sure the number is still registered. Wallet refunds usually post in EGP regardless of original card currency.

Buy-now-pay-later / instalments

valU, Souhoola, Aman, Sympl, Premium Card

Where the money goes
Cancellation of the instalment plan with the provider, with any amount already paid returned through the provider.
Timeline
Paymob notifies the provider within 1–3 business days; the provider then cancels the plan and posts any refund in 7–18 business days. Total: about 8–21 business days, governed by the provider.
Important notes
Administrative fees and accrued interest already charged by the provider are non-refundable. Partial refunds typically reduce future instalments instead of returning cash.

Kiosk / cash collection

Aman, Masary, Fawry, Bee

Where the money goes
Issued as Paymob wallet credit to a wallet linked to your phone number — cash cannot be returned at the kiosk.
Timeline
3–10 business days from approval until the credit appears in your wallet.
Important notes
You will need a Paymob/wallet account on the same phone number used at checkout to receive the credit.

Currency & FX

Refunds are issued in the same currency as the original transaction. Any difference caused by exchange-rate movement is set by your card issuer or wallet provider, not by NAWA Health or Paymob.

Effect on your subscription

When Paymob confirms a full refund, access ends automatically. Partial refunds keep access active for the un-refunded portion of the billing period.

Chargebacks & disputes

If something looks wrong on a charge, please contact us first — we resolve most cases within days. Filing a chargeback with your bank pauses your account until the bank completes its review, which can take weeks.

Contact

NAWA Health — support@nawahealth.net
Terms · Privacy · Billing

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