Refund & Cancellation Policy

A membership can be cancelled for a full refund at any point before your first blood draw under it. Ask us and the full amount you paid, including VAT, goes back to the card you paid with.

After your first draw, the membership is not refundable. What cancelling does instead is stop everything in the future: no further monthly instalments are taken, the membership does not renew, and you keep access to the results you already have for the rest of the period you have paid for.

If you pay in instalments, cancelling before your first draw refunds what you have paid so far and stops the remaining instalments. Cancelling after a draw stops the remaining instalments but does not return the ones already taken.

Extra tests bought on top of your plan are refundable in full until the visit they were bought for takes place. If you cancel the visit, or cancel the extra tests before the visit, you are refunded in full.

Once the sample has been drawn, an extra test is not refundable — including if you later decide you did not want the result. A test we were unable to run, or a sample that fails at the lab, is refunded in full or re-drawn at no cost, whichever you prefer.

A booked visit can be cancelled or moved in the app at any time before it starts, at no charge. There is no cancellation fee.

If our clinician does not arrive within the window you booked, that visit is cancelled and anything you paid for it is refunded in full, whether or not you ask.

Memberships do not renew automatically unless you switch renewal on yourself. It is off by default, including for members who joined before this was offered.

If you have switched it on, you can switch it off at any time in the app and no further payment is taken. If a renewal has already been charged and you have not yet had a draw in the new period, it is refundable in full under the rule at the top of this page.

Email support@getvital.health or call +20 112 029 4874 with the email address on your account and what you would like refunded. You do not need to give a reason.

We will confirm within two working days. Approved refunds are returned to the original card — we cannot send a refund anywhere else, because the payment came from that card and the refund has to reverse it. Once we issue it, how quickly it appears on your statement is your bank's timing rather than ours; most Egyptian banks post a card refund within 14 working days.

If a payment was taken that you did not authorise, or you were charged an amount you did not expect, tell us before you contact your bank. We can look up the transaction and reverse it directly, which is faster than a dispute and leaves your card unaffected.

Payments are processed by Kashier, our payment provider. Your card details are entered on their hosted checkout and are never stored on our systems.