Cancellation & Refund Policy

1. Overview & Policy Purpose

At the clinical practice of Dr. Muhammad Awais Latif, we understand that medical scheduling needs, personal emergencies, or clinical contingencies may occasionally require patients to change or cancel their consultation plans.

This Cancellation, Return, and Refund Policy outlines transparent conditions under which appointment fees paid via our digital platform (https://ortho-dr.com) are rescheduled, credited, or refunded in accordance with State Bank of Pakistan consumer payment guidelines and ethical healthcare practices.

2. Cancellation & Rescheduling Terms

A. Online Video Consultations (Telemedicine Advance Fee)

• Patient-Initiated Rescheduling: Patients may reschedule their video consultation to another available date or time without penalty by contacting our clinic helpline via WhatsApp at 0322-4105745 at least 2 hours prior to their scheduled time slot.
• Patient-Initiated Cancellation: If a patient cancels their video consultation at least 2 hours in advance, a full refund of the consultation fee (Rs. 1,350) will be approved.
• Late Cancellation / Missed Appointments (No-Show): If a patient fails to join the call within 15 minutes of the scheduled time without prior notice, the clinic coordinator will reach out to offer one complimentary reschedule. If the patient does not wish to reschedule, a processing fee of up to 20% may be deducted to cover administrative slot reservation costs.

B. In-Person OPD Visits (Horizon Hospital)

For in-person OPD clinics at Horizon Hospital (Johar Town, Lahore), the consultation fee (Rs. 2,500) is collected directly at the hospital reception desk at the time of your checkup.

• There are no advance online cancellation penalties for physical OPD reservations.
• Patients are kindly requested to notify our reception if they cannot make their slot so another waiting patient may be accommodated.

3. Clinician Unavailability & Clinical Emergencies

Because Dr. Muhammad Awais Latif actively conducts complex orthopedic trauma surgery and emergency joint operations, unexpected hospital surgical cases may very rarely cause an unavoidable delay or need to reschedule a scheduled consultation.

4. Nature of Services ("Return" Policy for Medical Services)

Under applicable consumer protection regulations, professional medical consultations are intangible healthcare services rendered in real time.

• Once an online video consultation or in-person clinical checkup has been completed and medical evaluation has been provided by the physician, the consultation fee is non-refundable.
• Follow-up inquiries regarding prescribed medications, adverse drug reactions, or clarification on diagnostic scan instructions within 7 days of the session are addressed by the clinic team via WhatsApp at no additional consultation fee.

5. Refund Process & Timelines

When a refund is approved by our clinic administration:

• Refund Mechanism: The refund is credited directly to the original payment source used during booking (e.g. Card reversal via Safepay, Raast transfer reversal to your bank IBAN, or JazzCash / EasyPaisa wallet transfer).
• Processing Timeline:
  • Mobile Wallets & Raast Direct Transfers: 24 to 48 hours.
  • Debit / Credit Cards (Visa / Mastercard via Safepay): 3 to 7 business banking days, depending on your card-issuing bank.
• Notification: You will receive a WhatsApp and/or email receipt confirming the refund transaction ID.

6. How to Request a Cancellation or Refund

To request a cancellation, reschedule, or fee refund, please share your Booking Reference Code (e.g., AL-XXXX) via any of our official channels:

Dr. Muhammad Awais Latif Clinic Administration
WhatsApp & Helpline: 0322-4105745 / 042-38900939
Email: dr.awaislatif@gmail.com
Physical Clinic: Horizon Hospital, Block D-II, Phase 1, Johar Town, Lahore, Pakistan