Return & Refund Policy

ShifaMate provides digital healthcare services - doctor and vet consultations, appointment booking, and related services - operated by Yasrib Technologies (BD) Ltd.. We also offer pet shop products such as pet food, accessories, and related essentials where available.

Because many healthcare services are digital and may be delivered immediately, returns generally do not apply to completed consultations. Refunds, returns, or replacements may be available in the specific situations described below.

You may be eligible for a refund when:

Refunds are generally not available in these cases:

You can cancel an appointment at least 3 hours before the scheduled consultation time and remain eligible for a refund. Cancellations made later than this may not be eligible.

If a doctor cancels due to an emergency or is unable to attend, you will receive a full refund or a free rebooking.

Eligible physical items may be returned within 7 days of delivery if they are unused, unopened where applicable, and in their original packaging with labels, seals, accessories, and proof of purchase.

For health, safety, and product-quality reasons, opened pet food, treats, supplements, perishable goods, hygiene products, grooming items, and any item that has been used may not be eligible for return unless the product was damaged, defective, expired, or incorrect when delivered.

If you receive a damaged, defective, expired, missing, or incorrect item, please contact us as soon as possible with your order reference and clear photos or video. If verified, we may offer a replacement, refund, or other reasonable resolution at no extra product cost to you.

Returned items may be inspected before a refund or replacement is approved. We may decline a return if the item does not meet the eligibility requirements above.

Please provide accurate delivery information when placing an order. If an order cannot be delivered because the address, phone number, or recipient details are incorrect or unreachable, additional delivery charges may apply and the order may not be eligible for a full refund.

If a delivery is delayed, lost, or marked delivered but not received, contact us so we can review the issue with the delivery or fulfillment partner.

Once approved, refunds are issued to your original payment method. Refunds are typically processed within 7–10 working days.

The exact time it takes to appear depends on your payment provider — for example bKash, Nagad, bank transfer, or card.

For product returns, refund processing may begin after the returned item has been received and inspected, unless we confirm that inspection is not required for your case.