Refund Policy

1. Our role

Fio Health is a booking platform. When you pay through our website, you are paying a booking fee to secure your test appointment with our DHA-accredited laboratory partner. This policy covers refunds of that booking fee only. Fio Health does not handle or process laboratory tests and has no control over the clinical aspects of your appointment.

2. Full refunds

You are entitled to a full refund of your booking fee if:

• You cancel your appointment more than 24 hours before the scheduled time.
• Your appointment is cancelled by Fio Health or our laboratory partner for any reason.
• A laboratory error during sample collection requires you to return for a re-test at no fault of your own.

3. Partial refunds

A 50% refund of the booking fee may be issued at our discretion if you cancel within 24 hours of your appointment time.

4. No refunds

Refunds will not be issued in the following cases:

• Your sample has been collected and sent to the laboratory for processing.
• You did not attend your appointment without prior notice (no-show).
• Your test returns a positive result — a positive result is a valid diagnostic outcome, not a service failure.
• An inadequate sample was provided by you that could not be processed (e.g. insufficient urine volume).

5. Results disputes

Fio Health does not receive, view, or have any access to your test results. Any concerns about the accuracy of your results must be raised directly with our laboratory partner, who operates under DHA regulation and is solely responsible for all clinical outcomes.

6. How to request a refund

To request a refund, contact us within 7 days of your appointment at wecare@fiohealth.ae or via WhatsApp at +971 50 384 7270. Please include your name, appointment date, and reason for the request. Approved refunds will be processed within 5–7 business days to the original payment method.