Clear Policies. Transparent Processes.

Refund Eligibility

Refunds are assessed individually, based on the services actually provided, the charges properly incurred, any insurance or third-party arrangements in place, and the requirements of applicable Omani law and Ministry of Health regulations.

Refunds are most commonly considered in the following situations:

Services not provided. Where you have paid in advance for a consultation, investigation, procedure or admission that did not take place, the unused portion of your payment is normally refundable.

Advance payments and deposits. Deposits taken before a planned procedure or admission are applied to your final bill. Once your treatment is complete and the account is reconciled, any credit balance remaining after all charges — including theatre, anaesthesia, implants, pharmacy, laboratory and inpatient stay — is refundable to you.

Duplicate or incorrect payments. If you have been charged twice, charged for a service you did not receive, or billed in error, please tell us. Confirmed billing errors are corrected and the amount involved is refunded in full.

Care that was started but not completed. Where treatment is discontinued for clinical or personal reasons, your account is reviewed and charges are applied only for the care already delivered, including any non-recoverable costs already committed on your behalf, such as items ordered specifically for you.

Charges for services that have already been delivered — including consultations attended, tests performed and procedures carried out — are not normally refundable, as the clinical service and the associated resources have been provided. This does not affect any right you may have under the Consumer Protection Law or other applicable Omani legislation.

Appointment & Procedure Cancellations

We understand that plans change and that health circumstances can be unpredictable.

Outpatient appointments. Please let us know as early as you reasonably can if you need to cancel or reschedule, so that we can offer the slot to another patient. Where you have paid in advance for an appointment you cancel within the notice period published by the hospital, your payment is refunded or held as a credit toward a future visit, as you prefer.

Planned procedures and admissions. Cancelling a scheduled procedure may involve costs already committed on your behalf — for example, pre-admission investigations already performed, or implants, devices or specialised items ordered specifically for your case. These committed costs may be deducted from your deposit, and the balance refunded. Our Patient Accounts team will explain any deduction to you in writing before it is applied.

Cancellations by the hospital. If we need to postpone or cancel your appointment or procedure — whether for clinical reasons, on the advice of your treating doctor, or for operational reasons — we will offer you the earliest suitable alternative. If you prefer not to reschedule, any amount paid for that service is refunded in full.

Clinical decisions. If your treating consultant determines that a planned procedure is no longer clinically appropriate or safe to proceed with, any payment made for that procedure is refunded, less the cost of any assessments already carried out.

Medicines & Medical Items

Medicines and medical consumables are handled differently from other purchases, because patient safety depends on an unbroken chain of custody.

Once medicines or single-use consumables have been dispensed and have left our pharmacy or clinical area, we are generally unable to accept them back into stock, as we cannot verify how they have been stored or handled. For this reason, dispensed medicines are not normally exchanged or refunded.

We will always exchange or refund an item, at no cost to you, where:

• the item is defective, damaged, expired or does not meet the required standard specifications;
• the wrong item, strength or quantity was dispensed to you;
• the item is subject to a manufacturer or regulatory recall; or
• a refund or replacement is required under applicable Omani law.

Please keep your receipt and bring the item and its packaging to our pharmacy so that our pharmacist can assess it. Where a medicine cannot be returned, our pharmacy team will advise you on safe disposal.

Durable medical equipment and supplies are handled in line with the return and replacement rights provided under the Consumer Protection Law, subject to the item being unused and in its original condition where applicable.

Insurance & Third-Party Payments

Where your care is funded by an insurer, employer or embassy, refunds follow the payment route.

Amounts paid by your insurer or sponsor are refunded to that insurer or sponsor, not to you. This applies whether the payment was an approval-based settlement or a direct payment on your behalf.

Amounts you paid yourself — such as a co-payment, deductible, or a service later approved by your insurer after you had already settled it — are refunded to you once the insurer's final settlement is received and your account is reconciled.

If an insurer declines a claim in whole or in part, the outstanding balance remains payable by you under the terms of your policy. Our Insurance team can explain the reason given for a declined claim and assist you in following it up with your insurer.

Because insurance settlement depends on the insurer's own processing timelines, refunds involving insured care may take longer than direct-payment refunds. We will keep you informed of progress.

Refund Processing

Once a refund is approved, it is normally returned through the same method used for the original payment. Card payments are refunded to the card used, bank transfers to the originating account, and cash payments in accordance with the hospital's finance procedures.

To process a refund we will need your original receipt or invoice, valid identification, and — for bank transfers — your account details. Where the payer is not the patient, the refund is issued to the person or organisation who made the payment.

Refunds are released once your account has been fully reconciled, including any pending laboratory, pharmacy or insurance items. The time required depends on your payment method and, for card refunds, on your bank's own processing. Our Patient Accounts team will confirm the expected timeframe when your refund is approved.

Questions & Complaints

If you have a question about your bill, believe you have been charged incorrectly, or wish to request a refund, please contact our Billing and Patient Accounts team — in person at the hospital, or using the contact details published on our website. Please have your invoice or receipt available so that we can review your account promptly.

We will acknowledge your query, review it, and explain our findings clearly. If you are not satisfied with our response, you may escalate the matter to our Patient Relations team, who will review it independently of the billing department.

You may also raise a healthcare concern with the Ministry of Health Contact Centre on +968 2444 1999, or a consumer-related concern with the Consumer Protection Authority of the Sultanate of Oman.