Refund and cancellation policy

This policy explains when you can cancel and how refunds work for MAK Eye Care services.

Appointments

• Cancel or reschedule online up to 24 hours before your appointment at no charge.
• Inside 24 hours, please call the clinic on +92519876543.
• If you prepaid and we cancel or the doctor is unavailable, we refund the full fee or rebook you, as you prefer.

Video consultations

If a video visit cannot go ahead because of a problem on our side, we will rebook you or refund the fee. If you do not join, the appointment is treated as a missed visit.

Eye tests

• You can cancel an eye test booking online until the test has started.
• Online payments for bookings cancelled before the test are refunded in full.
• Once a test has been done it cannot be refunded.
• If we cannot complete a test, for example because of an equipment fault, we will repeat it free of charge or refund that test.

MAK Eye Care Optical

• You can cancel an optical shop order online until it is dispatched or ready for pickup.
• Online payments for orders cancelled before dispatch are refunded in full, including any delivery fee.
• For safety, opened eye drops and opened contact lens boxes cannot be returned or refunded.
• Frames can be exchanged within 7 days if they are unworn and undamaged. Lenses made to your prescription cannot be refunded unless they are faulty.
• If you receive a wrong, damaged or expired item, tell us within 48 hours of delivery with a photo. We will replace the item or refund it.

How refunds are paid

Refunds are paid to the original payment method within 7 to 10 working days of approval. Cash payments are refunded at the clinic or by bank transfer. Bank or wallet processing times may vary.

Coupons

Discounts from coupons are not paid out as cash. If an order with a coupon is partly refunded, the refund reflects the amount you actually paid.

Contact

For refund questions, email billing@makeyecare.pk or call the clinic.