Refund policy

Nurse at Home is operated by HEELS.PK (PRIVATE) LIMITED. This policy covers availability passes bought through Nurse at Home checkout when purchases open. Visit payment arrangements must be confirmed before booking. Direct payments to a nurse are outside that checkout. Cancelling a booking or pass order does not itself confirm a refund.

Payments made directly to an independent nurse must be reviewed with that nurse. Nurse at Home cannot reverse a transfer it did not collect, but can review a care or billing complaint. See pricing and the payment process.

• Duplicate charge: after both transactions are verified, the extra charge is refundable. The valid purchase remains in place.
• Overcharge: a verified amount above the accepted order total is refundable.
• Paid but no pass access: if a confirmed payment cannot be matched to access we can activate or supply, the verified amount is refundable. Any proposed activation or other resolution will be discussed with you.

A pass buys its stated access period, booking allowance and discovery rules. It is a fixed-duration purchase, not an automatically renewing subscription, and does not guarantee requests, work or earnings.

If a verified platform fault prevents use of paid access, we review the issue for an appropriate full or partial refund. We consider the paid plan and documented period of unavailable access without limiting remedies for a wider fault, misleading description or mandatory rights.

Where access worked as described, a lack of bookings, low earnings, remaining off duty, unused booking allowance or a change of mind after activation does not ordinarily qualify for a discretionary refund. This does not exclude remedies for faulty access, misleading descriptions or mandatory rights.

Where the family pays the nurse directly for a visit and approved supplies, review the agreed final bill and keep the cash receipt or bank-transfer evidence. Nurse at Home cannot refund money it did not receive. If online visit checkout is offered later, its collection and refund terms must be published before payment.

Disputes about incomplete or defective care, unapproved charges or supplies are reviewed against the agreed services, consent, visit record, approved costs and receipts. Completing a visit does not automatically dismiss a valid care or billing complaint. Contact support so the relevant facts can be reviewed.

Our finance team reviews the payment outcome, order details and relevant access or visit records. We explain the decision and provide the refund reference when it becomes available. Please keep these references for follow-up.

When availability-pass payments open, authorised finance staff will submit approved refunds for PayFast payments through PayFast’s refund process. Requests may require provider approval. Refunds go to the original payment method where supported. Any full or partial refund takes account of amounts already refunded and existing pending refund requests.

Refund submission and approval do not mean the money has reached your account. Provider review and crediting times depend on the gateway, bank, card or wallet. We do not promise a fixed arrival time; support will share the available status and reference.

If a gateway or payment-method restriction blocks an approved refund, we will explain the issue, review the available provider process and help with follow-up or escalation. A provider restriction does not remove applicable customer remedies.

Refunds are not automatic. A payment review may require further verification, and a confirmed refund is recorded separately from cancelling a booking or withdrawing pass access.

Payment corrections

Verified charges and order totals

Refund decisions

Reviewed by our finance team

Where refunds go

The original payment method where supported