Refunds on Nexa Nurse
Nexa Nurse is committed to providing a reliable and transparent booking experience. Where a service has been successfully booked and payment has been made, but the confirmed service cannot be provided, the client may be eligible for a refund.
When is a Refund Available?
A refund may be issued when:
- A service has been booked and paid for.
- The healthcare professional is unable to provide the booked service.
- It is confirmed that the service was not provided.
- Nexa Nurse has reviewed the booking and confirmed that the client is entitled to a refund.
Refunds are subject to verification. A refund is not automatically issued simply because a client reports that a service was not provided.
How Does Nexa Nurse Confirm a Refund?
When a service is reported as not provided, Nexa Nurse may review the booking and relevant information to establish what happened.
This may include reviewing:
- Booking details
- Service status
- Communication between the client and healthcare professional
- Cancellation or service records
- Relevant information provided by the client or professional
Once the review confirms that the booked service was not provided and that a refund is applicable, the booking will be processed for refund.
When Will the Refund Be Processed?
Approved refunds are handled the next day between 6:00 AM and 10:00 AM.
For example, if Nexa Nurse confirms on Monday that a paid service was not provided and the client is entitled to a refund, the refund will be handled on Tuesday between 6:00 AM and 10:00 AM.
What Should I Do If My Service Was Not Provided?
If you paid for a service but the service was not provided:
- Contact Nexa Nurse Support as soon as possible.
- Provide your booking details.
- Explain what happened.
- Provide any relevant information or supporting evidence.
- Allow Nexa Nurse to review and verify the booking.
- If the service is confirmed as not provided, the refund will be processed according to the refund procedure.
What If the Service Was Partially Provided?
If a service has been started or partially provided, the booking may require further review before a refund is approved.
Nexa Nurse will assess the circumstances of the booking and determine the appropriate refund outcome. A partial refund may be issued in certain circumstances where only part of the service was provided.
What If the Client Cancels the Booking?
If a client cancels a booking before the healthcare professional has started travelling to the service location, the client is eligible for a full refund.
If the healthcare professional has already started travelling to the service location when the client cancels, the refund may be partial, depending on the circumstances and the stage of the booking.
Nexa Nurse will review the booking status and relevant circumstances to determine the applicable refund amount.
Refund Processing Time
Refund Review: After the service issue is reported
Verification: Nexa Nurse confirms whether the service was not provided
Refund Processing: Next day, between 6:00 AM and 10:00 AM
The time it takes for the refunded funds to become available in the client’s account may also depend on the payment method or financial institution used for the original transaction.
Important
Nexa Nurse only processes a refund after the relevant booking has been reviewed and it has been confirmed that the paid service was not provided.
If you believe you are entitled to a refund, please contact Nexa Nurse Support with your booking information so the matter can be reviewed.
For more Clarification, please read our Cancellation & Refund Policy