Payment, Refund and Cancellation policy

This is TelusCare policy for Online Payments, Refunds, and Cancellations (“Policy”). This policy applies only to activities TelusCare Solutions (“Company”) engages in on its website (“Website”) and does not apply to TelusCare Solutions activities that are "offline" or unrelated to the website.

The Website may offer its users to pay for services delivered by our service partners using their credit cards. In those cases, the user will only be charged once our service partner has confirmed, either verbally or using the Company’s systems, that the service has been delivered. The Company will not seek the confirmation of the user that the service has been delivered before processing a payment.


The Website user will receive payment confirmation by email on the email address given at the time of order, through a notification sent in an app, or both. The confirmation will be sent by the Company after the payment has been processed as soon as practically possible.


Should the Company, based on the delivery confirmation of our service partner, charge a user and it turns out that the service was in fact not delivered, the Company will refund the full amount to the user and seek compensation for the refund from the service provider. It is the responsibility of the Website user to ensure to bring such cases to the attention of the Company by emailing

If a user perceives that the service delivered by a Company service partner was unsatisfactory or caused damages to the user’s property, it is the responsibility of the Website user to ensure to bring such cases to the attention of the Company by emailing within 24 hours of such an incident.

The Company will attempt to mediate between the user and the service partner. The Company does this on a “best effort” basis and does not in any way guarantee that any compensation is paid to the user or that the user is refunded for the service cost. The Company may at its own discretion decide to partially or fully refund a user of the Website.

Refunds will be made to the original mode of payment and will be processed within 10 to 45 days depending on the issuing back of the credit card.


Cancellations are fully refunded if communicated to the Company at least 24 hours before service delivery is scheduled to take place. If a cancellation is made less than 24 hours prior to service, but before the scheduled service delivery, the Company will not refund your payment. In cases where a cancellation is made by the user after the scheduled service delivery date, or in case of “no show” by the user at the time of service delivery, no refunds will be provided.



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