Refunds and cancellations
When you can cancel or move a video appointment, when you get your money back, and how to ask.
The short version
- Cancel or move a video appointment 24 hours or more before it starts: free.
- Less than 24 hours before: no refund, and no free move.
- If the doctor cancels, does not join or is more than 15 minutes late, you choose a full refund or a new time.
- If you do not join, or you are more than 15 minutes late, there is no refund.
- We start refunds within 5 working days. Your bank can take up to 30 days.
This summary does not replace the full text below.
Cancelling or moving 24 hours or more before
If you cancel or reschedule 24 hours or more before your video appointment starts, it is free. You choose a full refund or a new time.
Cancelling or moving less than 24 hours before
If you cancel less than 24 hours before the start time, there is no refund.
Moving your appointment less than 24 hours before the start time counts as a late cancellation. There is no refund and no free new time.
Appointments booked for the same day
If you book less than 24 hours ahead, you can cancel for free within 1 hour of booking, or at any time before the doctor confirms your same-day time.
Talk to a doctor now
If you choose Talk to a doctor now and no doctor joins within 30 minutes, we refund you in full automatically. You do not need to ask.
If the doctor cancels or is late
If the doctor cancels, does not join, or is more than 15 minutes late, you choose a full refund or a new time.
If you do not join or are late
If you do not join, or you are more than 15 minutes late, there is no refund. The appointment counts as delivered.
If the appointment fails because of us
If there is a technical fault on Saleem's side, or the appointment cannot continue because of us, you choose a new time at no cost or a refund.
After an appointment has taken place
A video appointment that has taken place is not refunded. It counts as delivered when the call ends, unless we confirm that it ended early because of a fault on our side.
The search fee for treatment abroad
If we cannot get you a quote within 4 weeks of receiving all the reports we asked for, we refund the BD 20.
If you go ahead, the BD 20 is credited to the treatment or second opinion you go ahead with. In other cases, including when you decide not to go ahead after you receive your quotes, the search fee is not refunded. See the search fee terms.
Deposits and treatment payments
Deposits and payments for treatment abroad follow the hospital's quote. Cancelling them, and any refund, follow the hospital's own rules, as your quote or the hospital sets them out. If you need to cancel, tell your case manager, who helps you ask the hospital for any refund its rules allow.
How refunds are paid
We start your refund within 5 working days. It goes back to the payment method you used. Banks can take up to 30 days to show it in your account.
If the original payment method cannot take the refund, we pay it by bank transfer. We confirm every refund by WhatsApp or email.
How to ask for a refund
Use the button in your appointment in your account. Or write to support@tellsaleem.com, or call or message us on WhatsApp at +973 3222 1188. Include your appointment reference, or your case number for the search fee.
Questions about this page?
Message us on WhatsApp or write to us by email. A person from our team replies Sunday to Thursday 9:30am to 8pm and Saturday 4pm to 8pm, Bahrain time.