VitalCare
Effective Date:10/June/2025
This Refund Policy outlines the terms under which clients may request and receive refunds for services or products offered by VitalCare Kenya.
All refund requests must be submitted within 7 days of the scheduled service date.
Full refunds are issued for cancellations made at least 24 hours before the scheduled appointment.
Cancellations made within 24 hours may only qualify for a partial refund or rescheduling.
No refunds are granted for missed appointments without prior notice.
If a service is not delivered as scheduled, clients are eligible for a full refund or rescheduling.
If a service is only partially delivered, the client may receive a partial refund based on work completed.
Refunds for medical supplies are only available for defective or damaged items upon delivery.
All refund requests must include transaction receipts or proof of payment.
Refunds can be requested by email at info@vitalcare.co.ke or through our website's contact form.
Approved refunds are processed within 7 to 14 business days.
Refunds are issued via the same method used for the original payment.
VitalCare may deduct applicable administrative or processing fees from the refund amount.
Clients who overpay may choose a refund or credit toward future services.
Payments for emergency dispatch services are non-refundable once the team has been deployed.
Refunds are not issued for dissatisfaction with results or medical outcomes, as outcomes are not guaranteed.
Refunds for discounted or promotional services are subject to specific terms outlined in the offer.
Refunds for subscription-based services may be issued for unused time, minus administrative fees.
Replacement of a caregiver does not automatically qualify for a refund unless service is disrupted.
If VitalCare cannot provide a scheduled service, a full refund or free rescheduling will be offered.
Refunds may be denied if clients do not provide access, required documents, or accurate information.
Clients must provide correct payment details (M-Pesa or bank) to receive approved refunds.
Unresolved refund concerns may be escalated to management for final review.
All refunds must be verified and approved by our Finance Department.
Refunds will be denied in cases of suspected fraud or policy abuse.
Refunds may not be applicable for disruptions caused by natural disasters, strikes, or other force majeure events.
Physical items must be unopened, unused, and in original packaging to qualify for refunds.
If a charge is disputed through a bank or provider, our refund process will be paused until resolved.
Clients must report dissatisfaction within 24 hours of service delivery to qualify for potential refunds.
VitalCare is not liable for refunds related to third-party vendors introduced via our platform.
We reserve the right to modify this policy at any time. Changes will be posted on our website.
For any refund-related concerns, please contact:
Email: info@vitalcare.co.ke
Phone: 254 720 981 198