Refund policy
Refund & Returns Policy
Last updated: 27 September 2026
This Refund & Returns Policy applies to purchases made through ihealthhub.ae (the “Website”) and is operated by iHealth Group L.L.C-FZ, a UAE legal entity, license number 2540370.01 with its registered office at Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, UAE.
This policy explains the conditions and process applicable to refunds, returns and complaints for digital products purchased through the Website.
Nothing in this policy is intended to limit or exclude any mandatory consumer rights available under applicable UAE law.
1. Digital Products
Digital products available through the Website may include, but are not limited to, online video content, informational materials , PDF files, digital guides and other downloadable or online-access content.
Access to digital products is generally provided immediately or shortly after payment has been successfully completed.
Due to the nature of digital content, refunds are generally not available after the customer has received access to or started using the digital product.
Where a technical issue occurs, iHealth will first make reasonable efforts to resolve the issue or restore access before considering a refund.
2. Digital Products and Delivery
Physical delivery does not apply to digital products.
Digital products are delivered electronically through the Website, email, an online content platform or another digital access method specified at the time of purchase.
No shipping or physical delivery charges apply to digital products.
3. Technical Problems With Digital Products
If a customer experiences a technical problem with a digital product, the customer should contact our support team and provide:
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order number;
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email address used for the purchase;
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description of the problem;
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screenshot or screen recording, where applicable.
We will make reasonable efforts to resolve the technical issue and restore access.
If the issue cannot reasonably be resolved and the customer has been unable to access the purchased digital product, the refund request may be reviewed on a case-by-case basis.
4. Refund Exclusions
Except where required by applicable law or where the service is defective, incorrect, incomplete or materially not as described, refunds are generally not available for:
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change of mind after purchasing a digital product;
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failure to use a digital online video content or informational materials after access has been provided;
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failure to access or use the relevant digital content after access has been provided ;
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personal circumstances preventing the customer from using the product;
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failure to attend or use an online informational session where access has already been provided.
5. Refund Request Process
To request a refund or report a problem, please contact our customer support team through the contact details provided on the Website.
Please include:
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Your full name;
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Order number;
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Date of purchase;
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Service purchased;
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Reason for the request;
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Supporting photographs, screenshots or other relevant information, where applicable.
Our support team will review the request and may contact you if additional information is required.
6. Refund Method
Where a refund is approved, it will generally be processed using the original payment method, unless otherwise agreed or required by the circumstances of the case.
The time required for the funds to appear in the customer's account may depend on the payment provider, bank or card issuer.
Where applicable, iHealth may offer an alternative remedy, such as replacement or store credit, subject to the customer's rights under applicable law.
7. Shipping and Return Costs
For digital products, shipping and return delivery do not apply.
8. Consumer Rights
This Refund & Returns Policy does not affect any mandatory rights that a consumer may have under the applicable laws and regulations of the United Arab Emirates.
iHealth remains committed to providing accurate information about its products and services and to handling consumer complaints and refund requests fairly and transparently.
The UAE Consumer Protection framework establishes consumer rights concerning, among other things, accurate information about goods and services, quality, defects, guarantees and appropriate remedies.