Refund & Cancellation Policy

Only the Samay Care assistance fee — the amount you pay us. Doctor fees, tests, medicines and any other hospital charges are paid directly to the hospital and are refunded — or not — under the hospital’s own rules. We never hold that money and cannot return it.

A refund is a percentage of what you actually paid, including the GST on it — tax on a service that was not delivered goes back with it. The notice is measured against the start time of the booking, and a cancellation exactly on a boundary is treated as the more generous side.

If the hospital cannot see your family member, or a CareBuddy does not arrive, you get the whole fee back whatever the notice period says. The cancellation tiers exist to cover a slot you booked and released; they do not apply when the failure is ours.

If a CareBuddy stops because of a dispute with hospital staff or a doctor, abusive or aggressive conduct, a safety concern, or a request outside the service described in our Terms & Conditions, the assignment is treated as complete at that point. That is not a failure on our side, so the assistance fee is not refunded. This does not affect the refund described above when the hospital cannot see the patient or a CareBuddy does not arrive.

Where something outside anyone’s control prevents the visit, or where we have simply not done a good job, a Samay Care administrator can approve a refund that the tiers above do not provide for — including after the appointment time has passed. Ask us; a person reads it.

1. You cancel, or we cancel on your behalf. The amount due is worked out immediately from the terms your booking was made under — not from whatever the policy says later.
2. A person at Samay Care reviews it. Every refund is approved by somebody in our finance team, and whoever asked for it cannot be the one who approves it.
3. Once approved we send it back to the account you paid from. Banks usually take 5 to 7 working days to show it.
4. You can see which of those stages your refund is at on the booking itself, at any time.

We will not tell you a refund has arrived until the bank confirms it has — a payment provider marking it “processed” is not the same as the money reaching your account. Where a refund cannot be returned to the original account, we contact you to arrange it another way — there is nothing for you to chase.

Email hello@samaycare.com with your booking reference, or use our Contact Us page. See also our Terms & Conditions and Privacy Policy.