Return & Refund Policy

ShifaMate provides doctor and veterinary consultations through text chat, with image and voice messages and prescriptions when clinically appropriate, operated by Yasrib Technologies (BD) Ltd.. We also offer pet shop products such as pet food, accessories, and related essentials where available.

Because many healthcare services are digital and may be delivered immediately, returns generally do not apply to completed consultations. Refunds, returns, or replacements may be available in the specific situations described below.

You may be eligible for a refund when:

Refunds are generally not available in these cases:

If the doctor does not accept your request, your unused payment remains available for another consultation. A refund is not automatic.

If you would prefer a refund, contact contact@shifamate.com or WhatsApp +1 447 902 2477. Support will review your payment and help with the request. Declared availability hours do not reserve an appointment or guarantee acceptance.

Eligible physical items may be returned within 7 days of delivery if they are unused, unopened where applicable, and in their original packaging with labels, seals, accessories, and proof of purchase.

For health, safety, and product-quality reasons, opened pet food, treats, supplements, perishable goods, hygiene products, grooming items, and any item that has been used may not be eligible for return unless the product was damaged, defective, expired, or incorrect when delivered.

If you receive a damaged, defective, expired, missing, or incorrect item, please contact us as soon as possible with your order reference and clear photos or video. If verified, we may offer a replacement, refund, or other reasonable resolution at no extra product cost to you.

Returned items may be inspected before a refund or replacement is approved. We may decline a return if the item does not meet the eligibility requirements above.

Please provide accurate delivery information when placing an order. If an order cannot be delivered because the address, phone number, or recipient details are incorrect or unreachable, additional delivery charges may apply and the order may not be eligible for a full refund.

If a delivery is delayed, lost, or marked delivered but not received, contact us so we can review the issue with the delivery or fulfillment partner.

For consultation refunds, support will confirm the process and expected timing after reviewing your request. No automatic refund or fixed processing time is promised.

For physical product refunds, once approved, refunds are issued to your original payment method and are typically processed within 7–10 working days.

The exact time it takes to appear depends on your payment provider — for example bKash, Nagad, bank transfer, or card.

For product returns, refund processing may begin after the returned item has been received and inspected, unless we confirm that inspection is not required for your case.