CARE — Refund Policy

    Last updated: September 2026

    This Refund Policy applies to the one-time fee paid for CARE, provided by Thamra Group for Technology and Trading LLC ("Thamra Group", "we", "us"), a company registered in the State of Qatar. It supplements the CARE Service Terms, the CARE Pricing & Payment Policy and the Thamra Group Terms of Service.

    Download the full terms

    Pricing, refund and the service terms that attach to the one-time fee, in one PDF you can keep with your quote. English text; the Arabic on this site prevails.

    CARE — Pricing, Refund & Terms (PDF)

    1. The short version

    If CARE turns out not to be right for your clinic, tell us within 30 days of go-live and we will refund 85% of the total fee you paid. The remaining 15% is a non-refundable setup and onboarding charge covering work already delivered.

    2. When the 30 days start

    The refund window runs from go-live, not from the date you paid. "Go-live" means the date CARE begins handling live patient conversations on your clinic's WhatsApp number, confirmed in writing by both parties.

    This matters because onboarding is not instant and activation is manual. If setup takes three weeks, you still get a full 30 days of the service actually running before the window closes.

    3. What the retained 15% covers

    The 15% is a non-refundable setup and onboarding charge. It covers work performed before go-live regardless of how long you subsequently use the service, including:

    • Knowledge base configuration from the documents you provide.
    • Agent personality, booking rules and escalation configuration.
    • Khaleeji dialect tuning and response testing.
    • WhatsApp Business API provisioning and connection to your number.
    • Staff walkthrough and handover training.

    4. How to request a refund

    Email support@thamragroup.com with the subject line "Refund request", or message us on WhatsApp at +974 7108 8459. Include your clinic name and your payment reference. You do not need to give a reason, though we would like to hear one.

    5. How long it takes

    • We acknowledge your request within 3 business days.
    • We confirm the decision within 10 business days of receiving it.
    • Approved refunds are paid within 14 business days of approval, by bank transfer to the account the original payment came from.

    We refund to the originating account. We cannot refund to a different account holder.

    6. What happens when a refund is issued

    A refund ends the service. On approval:

    • Your CARE agent is deactivated and stops answering patients.
    • CARE is disconnected from your clinic's WhatsApp number.
    • Your data remains exportable for 30 days from deactivation, in CSV or JSON, after which it is deleted in line with our Privacy Policy.
    • Your licence to use CARE ends.

    7. After 30 days

    After the 30-day window closes, the fee is non-refundable. Because CARE is a one-time payment rather than a subscription, there is nothing further to cancel and no recurring charge to stop. The service continues with no further payment due.

    8. Add-ons

    Optional add-ons purchased separately carry the same terms: 85% refundable if requested within 30 days of that add-on being delivered, measured from its own delivery date rather than from your original go-live.

    9. When a refund is not available

    • Requests made more than 30 days after go-live.
    • Accounts suspended or terminated for breach of the acceptable use provisions in the Terms of Service.
    • Where the fee has already been refunded once for the same clinic and the service was subsequently reinstated under a new agreement.

    Nothing in this policy limits any right you have under applicable law in the State of Qatar.

    10. If you disagree with a decision

    Email support@thamragroup.com with the subject line "Refund escalation". A senior member of the team will review the case and give a final written decision within 10 business days. If you remain unsatisfied, you may pursue the matter through the competent courts in Doha, Qatar, in accordance with the governing law provisions of our Terms of Service.

    11. Governing law

    This policy is governed by and construed in accordance with the laws of the State of Qatar. This policy is published in English and Arabic; in the event of any inconsistency, the Arabic version prevails.

    12. Contact