Last updated: July 30, 2026. Payments for home visits are generally held until the visit is completed.
1. Eligible refunds
- Provider cancels after payment and no substitute is accepted
- Platform cannot fulfill a confirmed booking for operational reasons
- Duplicate / failed charges verified by support
- Other cases approved by HomeVisit / Ilaj Online support after review
2. Partial or no refund
- Patient no-show or refusal after the provider has started travel
- Cancellation after the visit has started or completed
- Incorrect address / unreachable patient causing abort after en route
3. How to request
Email ilajonlinepk@gmail.com with your order number, payment reference, and reason. Approved refunds are processed back through the original payment method where possible (typically within 7–14 business days depending on the bank / PayFast).
4. Disputes
Quality or clinical concerns are reviewed case by case. We may request chat logs, tracking history, or identity verification before deciding.